Our returns policy

Wall murals

If there is a problem with your mural, the first thing to do is get in touch within 60 days of receiving the product. You can contact us by phone on +44 151 456 0202 or by email at [email protected].

To help us sort the problem more quickly, we will ask you to send over some photos of your mural so we can work out whether we need to arrange a courier to collect it. In most cases, collection will not be needed and we can usually identify where the issue lies from the photographs.

Once the photographs have been reviewed, our team will give you a detailed breakdown of what has caused the problem. If Hovia determines that the issue was caused by factors outside our reasonable control, or by misuse on the part of the customer or a third party connected with the customer, we cannot accept liability for any loss or damage and a refund will not be issued.

If the issue has been found to be caused by something outside our control, our helpful team will still be able to offer advice and guidance on practical steps you can take to try to reduce the problem. We take pride in our customer service and always aim to go the extra mile for our customers.

If, after reviewing the photographs, Hovia determines that the issue was caused by something within our control, such as a print defect or faulty product, we are more than happy to take responsibility and will do our utmost to resolve the issue as quickly as possible.

In this case, more often than not, we will be able to issue a replacement mural and send it out to you on an expedited service. At Hovia, we see mistakes as a chance to learn, and it is very rare that we come across an issue we cannot solve by working with you to create a replacement.

That said, we understand there may be times when a faulty product has been received and you would prefer a refund. Our team will be happy to help with this and will arrange collection of the mural so it can be returned to our head office. Once the mural has been received back, a full refund will be issued to your original payment method within 60 days.

If you choose to return the product yourself instead of using our collection service, it is your responsibility to make sure it reaches us in good time and in acceptable condition. We strongly recommend using an insured and tracked service, and refunds will not be issued for any item that is lost in transit while being returned to us.

Please do take care when installing the mural or hiring someone to help with installation. We are unable to cover installation fees charged by third parties or take responsibility for installation errors. The product must be checked for any potential issues before hiring any third party, as we cannot accept any cancellation fees if the product is not suitable for installation.

Wallpaper

If you wish to return your wallpaper roll or rolls, the first thing to do is get in touch within 60 days of receiving the product. You can contact us by phone on +44 151 456 0202 or by email at [email protected] to let us know that you would like to return the item.

Our team of wallpaper experts will be happy to help and will arrange collection of the wallpaper so it can be returned to our head office. Once the wallpaper has been received back, it will be inspected by our team before a refund can be issued. All returned wallpaper rolls must be in saleable condition. Hovia reserves the right to refuse a refund on your order if the item is returned in a condition that means it cannot be resold, and any such item will be sent back to you. Examples of items that cannot be resold include wallpaper rolls that have already been cut or have been damaged in any way.

The wallpaper must be returned to us with a completed returns form, which will be included with your order. If this step is not followed, Hovia accepts no responsibility for any delay in issuing a refund.

Once our team has confirmed that the roll is in saleable condition, a refund will be issued to your original payment method within 60 days. Please note that Hovia will deduct a fee from your refund, and this will be no more than the cost of return transit. The only time Hovia will not deduct this fee is when we have accepted responsibility for a fault with the product that made it unusable.

If you choose to return the product yourself instead of using our collection service, it is your responsibility to make sure it reaches us within 60 days of notifying us of your intention to return. Hovia reserves the right to refuse refunds on any items received back outside this time frame. We strongly recommend using an insured and tracked service, and refunds will not be issued for any item that is lost in transit while being returned to us.

Please take care when installing the wallpaper or hiring someone to help with installation. Under no circumstances are we able to cover installation fees charged by third parties or take responsibility for installation errors. The product must be checked for any potential issues before hiring any third party, as we cannot accept any cancellation fees if the product is not suitable for installation.

Hovia does not offer exchanges on wallpaper roll products. If you would like to change the design in your order, it will first need to be returned to us. Once that has been done, you can place a new order online for your preferred product.