RETURNS & REFUND POLICY
Last updated November 25, 2025
Thank you for shopping at Walls by Elo. We take pride in offering high-quality wallpaper and design products.
Please review our policy carefully, as wallpaper and special-order items have unique return conditions.
1. Return Window
You may request a return within 14 days of delivery.
Returns requested after 14 days cannot be accepted.
2. Eligibility for Returns
To qualify for a return:
Wallpaper rolls must be unopened, unused, and in original packaging.
Contract / Type I wallcoverings sold by the yard are non-returnable (cut-to-order items).
Special Order collections (Kids, Format, Contract, or any “made-to-order” items) are final sale.
Samples are non-refundable.
Returned items must be in resellable condition.
We reserve the right to deny returns that do not meet these conditions.
3. Non-Returnable Items
The following cannot be returned or refunded:
Opened wallpaper rolls
Wallpaper that has been cut, installed, or altered
Special Order / Limited Edition Collections
Samples
Clearance / sale items marked final sale
4. Return Process
To initiate a return:
Email hello@wallsbyelo.com with:
Your order number
Product name(s)
Reason for the return
Photos (if the product arrived damaged)
If your return is approved, we will provide:
Return instructions
Return shipping address
Please do not ship returns without approval, as they may be rejected or lost.
5. Return Shipping Costs
If the return is due to our mistake (wrong item, defect), Walls by Elo may cover return shipping.
For all other returns (change of mind, ordered wrong quantity, etc.), customers are responsible for return shipping costs.
Original shipping fees are non-refundable.
6. Refunds
After receiving and inspecting your return:
Approved refunds will be issued to your original payment method
Refunds are processed within 5–10 business days
Refunds may be denied if:
Packaging is damaged
The roll has been opened
Product shows signs of use
Product is not in sellable condition
7. Exchanges
We offer exchanges only for defective or incorrect items.
If you received a damaged or incorrect item, contact us at hello@wallsbyelo.com
within 3–5 days of delivery with photos.
8. Delivered But Not Received
If tracking shows "delivered" but you did not receive your package:
Check with neighbors or building staff
Verify the shipping address
Contact the carrier
Email hello@wallsbyelo.com with your order number
We will assist in carrier investigations, but cannot refund orders marked as delivered.
9. Contact
If you have questions about returns or refunds:
hello@wallsbyelo.com
Fill out contact form.