Return Policy

Effective Date: August 26, 2025

At Big Wall Décor, we want you to be fully satisfied with your purchase. If for any reason you are not, we offer a 30-day return window, subject to the terms and conditions outlined below. By placing an order, you agree to this Return Policy, which should be read in conjunction with our Terms and Conditions and Privacy Policy.

Standard Returns

Most items may be returned within 30 days of delivery for a refund of the product cost. Shipping and handling fees from the original purchase are non-refundable. A prepaid return shipping label will be provided for domestic orders within the United States at no additional cost.

For international returns, or for orders totaling $2,500 or more, please contact our customer service team at support@bigwalldecor.com or call 888-441-1246. These returns are reviewed and managed on a case-by-case basis.

Custom Orders

Custom image orders are not eligible for a cash refund. As of July 18, 2024, all custom orders may only be returned for in-store credit through our return portal. Credit will be issued in the form of a coupon code sent to the email address on file for the order. This code may only be used for future purchases by the same customer and cannot be transferred or redeemed for cash.

Return Process

To initiate a return, please use our online return portal and provide your email address and order number. Once your request is processed, you may choose one of the following return methods:

Print a prepaid UPS shipping label, affix it to your package, and drop it off at any UPS facility or drop-off location. Please include the packing slip provided through the portal.
Request a QR code that can be presented at a UPS Store. The UPS staff will print the return label for you at no cost. Please also include the provided packing slip in your package.

All frames must be disassembled and items repackaged as closely as possible to their original condition and packaging. Proper packaging is the responsibility of the buyer to ensure the items are not damaged during return shipping.

Damaged or Incorrect Items

If you receive an incorrect product or your order arrives damaged, you must upload clear photos of the product and, if applicable, the damaged packaging through our return portal. These images are required so that we can file claims with the shipping carrier. Once reviewed, our customer service team will provide instructions for resolving your case, which may include a replacement or refund.

Condition of Returned Items

Returned items must be in resalable condition. Items showing significant signs of use, scratches, damage, or wear that prevent resale may be subject to a return deduction of up to 50% of the purchase price. If an item is returned damaged due to inadequate packaging, we will assess the extent of the damage and adjust the refund accordingly.

Refund Timeline

Once your return has been received and processed by our returns department, refunds are typically issued within 5–7 business days. Please note that processing times may vary depending on volume, payment provider, or the specifics of your return. Refunds will always be credited back to the original form of payment unless otherwise specified by this policy.

Assistance

If you require help with your return, please contact our customer service team at support@bigwalldecor.com or by calling 888-441-1246. We are here to assist you.

Return Policy

We offer a 30-day money-back guarantee for the full cost of your items. Please note that the shipping and handling fees from your initial purchase are non-refundable. You will be provided with a prepaid shipping label to return your order to us, free of charge.

For returns outside of the United States or if your order totaled $2,500 or more, kindly contact us at support@bigwalldecor.com or call 888-441-1246 to connect with our customer service representative. These returns are managed on an individual basis.

Any custom image orders can be returned with our returns portal for In-Store Credit only as of 07/18/2024 until further notice. We will not be sending any cash-back refunds or refunding the product costs to your original form of payment for these types of returns.

Please Note: This In-Store Credit will be sent by email to the email address we have on file for the order once the return is requested through our returns portal, in the form of a coupon code. This can only be used when purchasing through the link sent via this email, and only by the email address linked to the original order.

To initiate a return, please enter your email address and order number associated with your purchase in our return portal. There, you can specify the items you wish to return and provide the reason for the return. After selecting the items, you have two options:

Print a prepaid UPS Shipping label, affix it to your package, and drop it off at a nearby UPS facility or drop-off location. Please print and include the provided packing slip in your package.
Receive a QR code from us, which you need to present at a local UPS Store. They will scan the code and print the shipping label for you. Additionally, please print and include the provided packing slip in your package.

With either option selected, please disassemble your frames, and pack them back up as close to how they were shipped out to you as possible!

If your item arrives damaged or you receive the incorrect product, please upload a photo of the damage or the incorrect item for our review. If the outer box or packaging was also damaged during shipment, please provide photos of those as well. These images are crucial for us to file claims with the shipping courier. Subsequently, we will contact you via email to provide further instructions on how to proceed with your case.

When returning an item, it’s the buyer’s responsibility to ensure that the items are packed properly and protected during shipping. If any of the items are damaged while it’s returned to us we will assess the damage and will give a reduced refund. Item’s arriving with significant signs of use, damaged pieces, scratches, and that cannot be resold may incur a return deduction up to 50% of the purchased price.

Once our returns department has received your package the items will be processed and a refund will be issued within 5-7 business days.

If you require any additional assistance, please don’t hesitate to contact us directly at support@bigwalldecor.com or by calling 888-441-1246. We’re here to help!