Refund & Return Policy

This policy applies to all DIY media wall kit purchases made through the Media Walls USA shop. It does not apply to white-glove installation services — installation projects are governed by your signed service agreement.

How Do I Start a Return?

To be eligible for a return, your item must be unused, in its original condition, and in its original packaging with all tags intact. Proof of purchase is required.

Before returning, we ask that you photograph the undamaged packaging so we can ensure a smooth process.

To start a return, contact us at shop@themediawallstore.com. Once your return is approved, we'll send you detailed shipping instructions. Returns sent without prior authorization will not be accepted.

What Can Be Returned?

• Items returned within 100 days of purchase
• Unused items in their original condition
• Products in original packaging with all tags attached
• Items accompanied by proof of purchase

What Cannot Be Returned?

The following items are not eligible for return:

• Used or installed panels
• Trimmed, cut, or modified panels
• Sample pieces
• Discounted or sale items
• Custom or made-to-order kits (once production has begun)

Because our panels are architectural-grade materials precision-cut for installation, we are unable to accept returns on any item that has been modified or installed — even partially.

I Received a Damaged or Defective Item

If your order arrives damaged, please inspect it upon delivery and photograph the damage clearly before signing for the shipment if possible.

Contact us immediately at shop@themediawallstore.com with your order number and photos of the damage. We will assess the issue and provide a resolution as quickly as possible — typically a replacement shipment of the affected panels at no cost to you.

Damage claims must be submitted within 7 days of delivery.

Refund Options

Approved refunds are issued to the original payment method only. We do not issue refunds to a different card, account, or via store credit unless otherwise agreed in writing.

When Will I Receive My Refund?

Once we receive and inspect your returned items, you will be notified by email of the approval or rejection of your refund request. If approved, your refund will be processed within 5–7 business days. Depending on your bank or card provider, it may take additional time to appear on your statement.

Return Shipping

Once your return is approved, we will provide detailed shipping instructions via email. Because media wall panels ship as large freight items, return shipping costs and logistics will be confirmed at the time of your return approval.

Still Have Questions?

For any questions about returns or refunds, contact us:

Media Walls USA
Email: shop@themediawallstore.com
Phone: (415) 000-0000
Or use the contact form on our consultation page.