Return & Refund Policy

1. Our 30-Day Return Window

We want you to love your purchase. Every canvas print and wallpaper we produce is crafted with care, and we stand behind the quality of our work. If your order doesn’t meet your expectations, we’re here to help.

Vivid Home gives you 30 days from delivery to change your mind, no questions asked. You do not have to justify the return. Tell us what went wrong if you like - it genuinely helps us improve - but the refund does not depend on your answer, and we never charge a restocking fee.

Every product is covered, including custom sizes and prints made from your own image. Being made to your specification does not take a product out of these 30 days.

A note on your statutory rights: Because all Vivid Home products are manufactured to order based on your individual specifications (size, material, frame, design), they are classified as custom-made goods. Under the EU Consumer Rights Directive (Directive 2011/83/EU, Article 16(c)), custom-made products are exempt from the standard 14-day right of withdrawal. Our 30-day return window is offered voluntarily and goes beyond our legal obligations - because your confidence matters to us.

Who pays the return postage. If a product arrives damaged, faulty or not what you ordered, we pay the return shipping and either replace it or refund you in full - your choice (see Section 3). If you change your mind about a product that arrived exactly as ordered, you arrange and pay the return postage. This is the standard position across the EU for goods made to order, and it is the only cost the 30 days do not carry.

This policy does not affect your statutory rights regarding defective or non-conforming products. Those rights are fully protected regardless.

2. What Can Be Returned

Eligible for Return

The following products can be returned within 30 days of delivery:

• Canvas prints - must be unused, undamaged, and in their original protective packaging
• Wallpaper rolls - must be uninstalled (not applied to any surface) and in original sealed packaging
• Custom sizes and custom-image products - same conditions as above; a piece made to your specification is returnable like everything else

Not Eligible for Return

We are unable to accept returns for:

• Installed wallpapers - once wallpaper has been applied to a wall, it cannot be returned
• Customer-caused damage - products damaged through mishandling, improper storage, or installation errors (damage caused during shipping is covered - see Section 3)
• Products without original packaging - the original packaging is needed to protect the product during return transit

3. Defective or Damaged Products

If your product arrives damaged or has a manufacturing defect, we will make it right - quickly and at no cost to you.

Report Within 48 Hours

Please contact us at [email protected] within 48 hours of delivery and include:

• Your order number
• Clear photographs showing the damage or defect
• A photo of the outer packaging (helps us improve our shipping process)

What We Cover

We take full responsibility for the following issues:

• Print quality defects - banding, smudging, missing colours, or other production errors
• Significant colour deviation - colours noticeably different from the on-screen preview (minor variations due to screen calibration are normal and covered in our Terms & Conditions)
• Shipping damage - dents, tears, crushed corners, water damage, or other physical damage occurring during transit
• Wrong product delivered - incorrect size, material, frame type, or design

Resolution

For confirmed defective or damaged products, you choose:

• Full replacement - we produce and ship a new product at no charge, with priority production
• Full refund - original product price plus original shipping costs, returned to your payment method

We cover all return shipping costs for defective and damaged products.

4. How to Initiate a Return

Step 1 - Contact Us

Email [email protected] with:

• Your order number
• The reason for your return - optional. We are always glad to hear it, but nothing about your refund depends on it
• Photographs of the product and packaging (required for defective/damaged claims)

Step 2 - Receive Your Return Authorisation

We will respond within 24 business hours with:

• A Return Authorisation (RA) number
• The return shipping address
• Packaging instructions to ensure the product arrives safely
• Confirmation of who pays the return postage for your case - us for defective, damaged or wrongly supplied products, you for a change of mind

Important: Please do not send products back without a Return Authorisation number. Unauthorised returns may experience delays in processing.

Step 3 - Ship the Product Back

• Use a tracked shipping service - we cannot be responsible for returns lost in transit
• Keep your tracking number until the refund is confirmed
• Package the product securely, ideally in the original packaging, to prevent damage during transit
• Write the RA number clearly on the outside of the package

Step 4 - Inspection & Refund

• We inspect returned products within 3 business days of receipt
• You will receive an email confirming that your return is approved
• Approved refunds are processed within 14 days of approval

5. Refund Details

Here is exactly what to expect when your return is approved:

• Payment method: refunds are issued to the original payment method - the same card, Apple Pay or Google Pay account used for the order
• Processing time: once we approve the refund, allow 5-10 business days for it to appear on your bank or card statement, depending on your payment provider
• Currency: refunds are issued in the same currency as the original purchase

6. Exchanges

Because every product is made to order with your specific configuration, we are unable to offer direct exchanges.

To get a different product:

1. Initiate a return for the original product (following the steps in Section 4)
2. Place a new order for the product you’d like instead

If the exchange is needed due to our error (wrong size, material, or design), we will:

• Process your return with free return shipping
• Expedite production of the replacement at no additional cost
• Provide priority shipping on the new order

7. Order Cancellations

Because our products are custom-made, there is a limited window for cancellation:

Within 2 Hours of Ordering

You can cancel your order free of charge within 2 hours of placing it, before production begins. To cancel, email [email protected] immediately with your order number and the word “Cancel” in the subject line.

After Production Has Started

Once production has begun (typically within 2 hours of order confirmation), cancellation is no longer possible. The order still carries the full 30-day return window once it reaches you.

Cancellation Refunds

Successfully cancelled orders are refunded in full (including any shipping charges) within 5 business days to your original payment method.

8. Late or Missing Refunds

If more than 14 business days have passed since your return was approved and you haven’t received your refund, please follow these steps:

1. Check your bank or credit card statement again - refunds sometimes appear under a different name or date than expected
2. Contact your bank or card provider - some financial institutions have longer processing times, and there may be a pending credit not yet visible
3. Contact us - if you’ve completed the steps above and still don’t see your refund, email [email protected] with your order number and we will investigate immediately

9. Contact Us

We’re here to help with any questions about returns, refunds, or product issues. Don’t hesitate to reach out:

• Email: [email protected]
• Phone: +359 883 335 778
• Working hours: Monday-Friday, 9:00-18:00 EET (Eastern European Time)

We aim to respond to all enquiries within 24 business hours. For urgent matters regarding damaged deliveries, please call us directly.