Refund policy
Return & Refund Policy
Last Updated: August 15, 2026
At Hotels Wall Co., every piece of wall art is produced specifically for your order. Because our artwork is made to order rather than held as pre-produced inventory, our return and refund policy differs from that of a traditional retail store.
Please review your artwork, size, orientation, frame or canvas options, quantity, and shipping information carefully before completing your purchase.
Made-to-Order Products
All Hotels Wall Co. artwork is produced individually after an order is placed.
Because of the custom, made-to-order nature of our products, we generally do not accept returns, exchanges, or refunds for change of mind.
This includes situations where:
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You ordered the wrong size
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You selected the wrong artwork
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You selected the wrong color or variation
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You changed your mind after purchasing
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The artwork does not fit your intended space
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You no longer need the artwork
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You ordered an incorrect quantity
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You prefer a different design after receiving your order
We strongly recommend verifying all product details and measurements before submitting your order.
Damaged or Defective Items
If your artwork arrives damaged, defective, or has a manufacturing issue, please contact us.
Eligible claims may qualify for:
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A free replacement, or
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A refund to the original payment method
We will review each claim based on the information and photographs provided.
Reporting a Damaged or Defective Order
Claims must be submitted within 30 days of delivery.
Please email:
Include the following information:
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Your full name
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Your order number
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A description of the issue
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Clear photographs showing the damage or defect
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A photograph of the complete product
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Photographs of the shipping box or packaging
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A photograph of the inner protective packaging
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A photograph of any shipping or barcode labels on the packaging
Please keep all packaging materials until your claim has been reviewed.
Photographs of the packaging and shipping labels may be necessary to determine whether damage occurred during manufacturing or transit. Failure to provide sufficient documentation may prevent us from approving a claim.
What Is Not Covered
Hotels Wall Co. generally does not provide refunds or replacements for:
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Change-of-mind purchases
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Incorrect sizes selected by the customer
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Incorrect artwork selected by the customer
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Incorrect colors or product variations selected by the customer
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Incorrect quantities ordered
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Minor differences in color caused by screen or monitor settings
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Minor variations that fall within normal printing or manufacturing tolerances
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Damage caused after delivery
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Improper installation, hanging, storage, or handling
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Normal wear and tear
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Claims submitted more than 30 days after confirmed delivery
Color and Image Variations
We make every reasonable effort to display artwork accurately.
However, colors displayed on computers, phones, tablets, and other screens may vary depending on:
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Screen brightness
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Color calibration
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Display settings
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Device type
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Lighting conditions
Printed artwork may therefore have slight color differences compared with the image displayed on your screen.
Reasonable color variations are not considered defects.
Size and Production Tolerances
Because our artwork is manufactured and assembled individually, minor variations in dimensions, print placement, stretching, framing, or finishing may occur.
Variations that fall within normal manufacturing tolerances are not considered defects.
Returns
Do not return your artwork unless Hotels Wall Co. specifically instructs you to do so.
Because our products are made to order, approved claims are generally resolved through a replacement or refund rather than requiring the customer to return the original item.
Unauthorized returns may not be accepted or processed.
Order Cancellations
Orders may enter production shortly after payment is received.
If you need to cancel or modify an order, contact us immediately at:
We will make reasonable efforts to accommodate your request.
However, once production has started, we may be unable to cancel, modify, or refund the order.
Submitting a cancellation request does not guarantee that the order can be canceled.
Incorrect Shipping Information
Customers are responsible for providing complete and accurate shipping information when placing an order.
Hotels Wall Co. is not responsible for orders that cannot be delivered because of:
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Incorrect addresses
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Incomplete addresses
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Incorrect apartment, suite, or unit numbers
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Incorrect postal or ZIP codes
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Incorrect recipient information
If you notice an address error, contact us immediately at Support@hotelswallco.com.
Once an order has entered fulfillment or shipped, we may be unable to change the delivery address.
Additional shipping or production charges resulting from customer-provided address errors may be the customer's responsibility.
Lost Packages
If tracking information indicates that your order may have been lost in transit, contact us at:
We will review the shipment information and, where appropriate, work with the carrier and fulfillment provider to investigate the shipment.
If the shipment is confirmed lost, we will determine the appropriate replacement or refund based on the circumstances of the order.
Packages Marked Delivered
If tracking shows that a package was delivered but you cannot locate it, please:
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Check around the delivery location.
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Check with household members, employees, front desks, reception areas, mailrooms, or property management.
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Contact the shipping carrier.
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Contact Hotels Wall Co. if the package still cannot be located.
A carrier's confirmed delivery scan may affect eligibility for a replacement or refund.
Large, Bulk, Hotel & Commercial Orders
Orders placed for hotels, resorts, casinos, motels, restaurants, offices, interior design projects, commercial properties, or other hospitality projects may involve customized production quantities and substantial manufacturing costs.
Unless otherwise agreed to in writing, bulk and commercial orders are considered final once production begins.
For large projects, we strongly recommend confirming:
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Artwork selection
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Dimensions
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Quantity
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Orientation
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Material
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Frame or canvas specifications
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Shipping information
before approving production.
If Hotels Wall Co. provides a digital proof, specification sheet, project proposal, or similar approval document, production may begin after customer approval.
Issues involving damaged or defective products remain subject to the damaged-product provisions of this policy.
Refunds
When a refund is approved, it will generally be issued to the original payment method used for the purchase.
After Hotels Wall Co. processes the refund, the amount of time required for the funds to appear in your account depends on your bank, card issuer, payment processor, or financial institution.
Original shipping costs may be non-refundable unless the refund results from an approved damaged, defective, incorrect, or otherwise qualifying order.
Replacement Orders
If a replacement is approved, Hotels Wall Co. will arrange production of the replacement item.
Replacement production and delivery times may vary depending on:
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Product type
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Size
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Manufacturing location
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Destination
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Shipping carrier
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Product availability
Replacement products are generally produced using the specifications from the original order unless otherwise agreed in writing.
Incorrect Items
If you receive artwork that is materially different from what you ordered, contact us within 30 days of delivery.
Please provide your order number and photographs clearly showing the item you received.
After review, an eligible incorrect-item claim may qualify for a replacement or refund.
Refund Abuse and Fraud
Hotels Wall Co. reserves the right to reject claims that appear fraudulent, abusive, intentionally misleading, duplicated, or unsupported by reasonable documentation.
We may request additional photographs, documentation, shipping information, or other evidence before approving a refund or replacement.
Your Legal Rights
Nothing in this policy is intended to waive or restrict any consumer rights that cannot legally be waived under applicable law.
Where applicable law provides greater protections than this policy, those legal protections will apply.
Contact Us
For questions regarding returns, refunds, damaged artwork, or order issues, please contact:
Hotels Wall Co.
Support@hotelswallco.com
Please include your order number in the subject line whenever possible so we can assist you more efficiently.