Cancellations and Refunds for Wallpaper Orders

You may cancel a wallpaper order (excluding bespoke design work) or related services (including customisations to an existing wallpaper design) at any time before confirming approval to print.

To request a cancellation, please email Kate at kate@willothewisp.com.au. Where a cancellation complies with this Returns and Refunds Policy, a 93% partial refund will be issued within 7 business days.

Once you have received and approved the design mock up or proof showing how the wallpaper will appear at your wall size, and you have confirmed printing, the sale is final. Orders are not eligible for cancellation, refunds or returns for change of mind after print approval.

Cancellations and Refunds for Framed Wallpaper Art Panels and Canvas Orders

You may cancel a framed wallpaper art panel or canvas order (excluding bespoke design work) or related services (including customisations) at any time before confirming approval to print.

To request a cancellation, please contact Kate at kate@willothewisp.com.au. Where applicable, a 93% partial refund will be issued within 7 business days.

Once you have received and approved the design mock up or proof and confirmed printing, the sale is final and not subject to cancellation, refunds or returns for change of mind.

Damaged Artwork on Delivery

In the unlikely event that your canvas or framed wallpaper artwork arrives damaged, please contact Kate at kate@willothewisp.com.au as soon as possible. Kate will assess the issue and liaise directly with the relevant third party couriers and professional framers or printers involved to determine an appropriate resolution, in accordance with Australian Consumer Law.

Refunds for Bespoke Orders

Bespoke orders, where a new design is created specifically for you, are not eligible for full refunds or returns for change of mind. Bespoke design work is contract based and not subject to cancellation once commenced.

If you choose not to proceed following completion of the bespoke design stage, you may decline the second payment covering printing and delivery. If the second payment has already been made but print approval has not yet been given, a 93% partial refund of the second payment will be issued within 7 business days.

The initial design fee (first payment) reflects time and creative work already undertaken and is non refundable.

CANCELATIONS AND REFUNDS FOR LARGE FORMAT PRINTING

You may cancel a large format printing order (excluding bespoke design work) or related services at any time before confirming approval to print by contacting Kate at kate@willothewisp.com.au. A 93% partial refund will be issued within 7 business days, where applicable.

All large format prints are custom printed to order. As such, returns or exchanges are not accepted for change of mind, incorrect size selection or ordering errors. This does not affect your rights under Australian Consumer Law.

If your large format print arrives damaged, faulty or not as described, please contact Kate so the matter can be assessed and resolved in accordance with Australian Consumer Law.

Installation and Third Party Services

If you engage a third party contractor to install or hang wallpaper, wall art panels, canvas artwork or large format prints, please ensure all items are carefully inspected prior to installation.

Will o’ The Wisp is unable to compensate for installation fees, cancellation costs or errors associated with third party contractors. We do not accept responsibility for faults, damage or issues arising from handling, installation or hanging carried out by third parties once the artwork has been installed. This does not affect your rights under Australian Consumer Law.

Partial Refunds and Processing Fees

Only a partial refund can be refunded to you as our payments system (WooCommerce) charges processing fees for all payments to our website. The fees we paid to WooCommerce on your original transaction are not refunded to us. This is because when a charge is processed, WooCommerce incurs costs from the card networks (VISA and Mastercard) and payment partners. These costs are not refunded to WooCommerce when the charge is refunded therefore they are not refunded to us and cannot subsequently be refunded to you. The partial refund to you will be equal to the total order amount minus 7% processing fees.

RETURNS FOR WALLPAPER ORDERS

All wallpaper orders are custom printed to order. For this reason, we do not accept returns or exchanges for incorrectly ordered products or change of mind. If you are unsure about colour, scale or style, we strongly recommend ordering a sample prior to purchase.

All wallpaper orders are checked for faults prior to printing. Upon delivery, please inspect your wallpaper for the correct number of panels and any defects before installation or engaging an installer.

If a major fault is identified and reported prior to installation, partial refunds or replacements may be offered in accordance with Australian Consumer Law.

* Below image is an example of the ‘mock up’ or proof you will receive to confirm before printing.