Refund Policy

Overview

This Refund Policy applies to all wall‑art orders from Room127. We only accept refunds under qualified situations to protect both our customers and our factory production costs. Please read this policy carefully before placing your order.

Eligible Conditions for Refund

• Products arrive broken, scratched or damaged caused by our poor packaging or production defects, confirmed with clear photos and short‑video proof within 7 days after receiving goods.
• We send wrong sizes, wrong frame styles or wrong designs that differ from your confirmed order details.
• We fail to finish mass‑production within our promised lead‑time without reasonable explanations.

Non‑Refundable Situations

• Custom‑made artwork (custom sizes, private‑label designs, OEM orders) cannot be returned or refunded once production starts, because these products cannot be resold to other buyers.
• Damage caused by improper unpacking, wrong installation, man‑made scratches, long‑time sunlight fading after delivery will not be accepted for refund.
• Buyer changes mind, cancels order after production begins, or orders wrong sizes by your own mistake is not refundable.
• Delays caused by customs clearance, local shipping company and your country’s import policy are not our responsibility for refunds.

Refund Process

1. Contact our support team by email within 7 calendar days after receiving your packages.
2. Provide clear images and short videos showing damaged items, outer carton and shipping label.
3. Our team reviews your evidence within 3‑5 working days.
4. Approved solutions: partial refund, re‑produce new pieces, or full refund based on actual loss.
5. Refund will be issued to your original payment account within 7‑14 working days after confirmation.

Wholesale Order Exception

For bulk wholesale orders over 100 pieces, refund terms will follow the formal proforma invoice contract agreed by both parties. If you have any disputes, please email us for further negotiation.