Returns & Refunds
We want you to love what ends up on your wall. If you don’t, we’d rather sort it out than have you stuck with it. There’s no restocking fee, no hidden condition, and nobody is going to ask you to justify your taste.
The short version
- Want different art instead? Tell us within 30 days of delivery and we’ll swap it. We pay the return shipping. Swapping is the whole idea of this system; it would be strange to charge you for it.
- Want your money back? Same 30 days. Send the tiles back uninstalled and we refund what you paid. You cover the return postage on that one.
- Damaged, faulty or not what you ordered: we replace or refund it, we pay shipping both ways, and in most cases you don’t need to send anything back. A photo is enough.
- Custom uploads (your own photo or artwork) aren’t returnable for a change of mind, because they’re printed for you and nobody else. But talk to us anyway, because we can usually do something. Defects are covered in full either way.
Swap it instead: 30 days, on us
If the piece is fine but it isn’t right (wrong mood for the room, fights the sofa, looked bolder on the screen), email us within 30 days and pick something else. We’ll send you a prepaid label for the ArtTiles coming back, and you only pay the difference if the new piece costs more. If it costs less, we refund the difference.
We’d rather do this than take a refund. Your BaseTiles stay on the wall, the new ArtTiles go straight on top, and you end up with art you actually like, which is the only version of this where everybody wins.
Changing your mind: 30 days
Art is hard to judge on a screen, so we give you a full month rather than the two weeks that is normal in this category: long enough to live with it, see it in daylight and in lamplight, and know. Email us within 30 days of the delivery date with your order number, and we’ll send return instructions and an address.
To come back for a full refund, tiles need to be:
- Uninstalled. Once a BaseTile has been pressed to a wall its adhesive has done its job and we can’t sell it to anyone else, so BaseTiles aren’t returnable after they go up. ArtTiles lift off a BaseTile and come back freely. That is the whole point of the system. If you’ve already installed the BaseTiles and want out entirely, tell us; we’ll usually credit them rather than argue about it.
- In sellable condition: no creases, scuffs or writing on the printed face.
- Packed well enough to survive the trip. Reusing the box we sent is the easiest way. If something goes wrong in transit, tell us and we’ll work it out. We’re not going to nickel-and-dime a return over a dented corner.
Return postage on a change-of-mind refund is yours to pay, and the original shipping charge (if you paid one) isn’t refunded. Use a tracked service if you can. It protects both of us. If a return goes missing in the post, contact us and we’ll sort it out with you rather than leaving you to fight the carrier alone.
If something is wrong with your order
Producing these tiles involves some fairly advanced printing, and on rare occasions something slips through. Please inspect your tiles when they arrive and before you install anything. If you find a production flaw, transit damage, or the wrong item, email us with your order number and a photo. We’ll replace the affected tiles free of charge, or refund them if you’d rather. Your call. You pay nothing, and you usually don’t need to ship anything back.
All products carry a one-year guarantee against defects present at the time of delivery, as set out in our Terms of Use. If a tile is faulty, what we cover is the price you paid for that tile. We can’t cover costs built around it, such as extra materials, labor, or a repainted wall, and we don’t reimburse faulty installations. That is why the “check before you install” step matters.
If tracking says your parcel was delivered and it isn’t there, tell us. We’ll open a claim with the carrier and make it right. Details on carriers and timings are on the Shipping & Delivery page.
Custom uploads
Tiles printed from a file you uploaded are made from your image and can’t be sold to anyone else, so they aren’t returnable for a change of mind. Please use the preview at checkout carefully. It shows the crop and the layout exactly as it will print.
That said: if your photo came out darker, softer or differently cropped than you expected, email us before you write it off. Sometimes it’s a file we could have flagged, and sometimes it’s something we can fix on a reprint. We’d rather have the conversation than have you hang something you’re disappointed by. Genuine printing defects and damage are covered in full, like any other order.
Cancelling an order
Because we print to order, orders move to production quickly, usually the next working day. If you email us before yours enters production we’ll cancel it outright and refund you in full. After that it becomes a return or a swap, under the terms above.
How refunds are issued
Refunds go back to the original payment method. We can’t send one anywhere else. Once your return arrives and we’ve checked it, we process the refund within 3 working days; your bank or card issuer then takes its own time, usually another 5 to 10 working days, before it shows on your statement. We email you when we send it, so you don’t have to guess.
Where a discount or promotion applied to the order, the refund reflects what you actually paid.
Gifts
If you received tiles as a gift, contact us with the order number from the packing slip and we’ll arrange it with you rather than routing it back through whoever bought it. No awkward conversation required. A cash refund still has to return to the original payment method, so for gifts we’ll usually offer a swap or store credit instead, which is normally what people wanted anyway.
If we get it wrong
Email us before you call your bank. Almost everything is faster to fix directly, we answer our email, and a dispute takes weeks to resolve something we could handle the same day. We’re a small company in Virginia Beach and we’d like you to stay a customer. If we still can’t agree, Virginia law governs, and we follow the recommendations of the relevant consumer protection agencies.
How to start a return or a swap
Email our contact form or use our contact form with your order number, what arrived, and a photo if something is wrong. Your orders are listed in your account.
OnOff Tiles LLC · 2601 Reliance Dr. ste 102, Virginia Beach, VA 23452