We offer a 100% Wall Art Guarantee, this is Our Wallpaper Gaurantee – this is because we are all about honesty and integrity and happy customers! So we, of course, offer a full guarantee and returns policy. We have tried to make it as comprehensive but easy to understand as possible around Wallpaper Guarantee, Refunds and Returns – StickyThings.co.za, so we have:
Not what you expected? If you have not altered your wall art in any way (i.e. for wall stickers you have not cut, used or stuck them – or in the case of imported wallpaper/murals: you have not opened the outer plastic packaging); then the cooling off period applies and you can get a full refund or replacement product by emailing us within 7 days of receipt. You will then need to send it back to one of our Johannesburg depots (product dependent) with a traceable delivery method and we will process the refund or replacement once we have received the wall art (and are satisfied that the conditions above have been met). It is the client’s responsibility and cost to make sure the parcel is packaged in protective packaging and arrives in a saleable state. The cooling off period does not apply to imported to order products; personalised and custom stickers/orders nor any design work that has already commenced i.e. personalised names and/or custom sizes and/or colours.
Not that we expect you to find any – but for extra peace of mind and especially when it comes to imported wallpaper and murals. We understand that you may need more than 7 days to check and /or start to install so we have an extra “check for faults” quality guarantee.
14 Days Fault Guarantee Conditions:
The following conditions exist for a return within 14 days of receipt of your imported Wallpaper, Murals and Acoustic Panels from us (a copy of this is also included in your wallpaper pack):
N.B. It is also your responsibility to make sure when using professional installers that they accept the terms above.
We cannot refund or replace any wallpaper, murals or acoustic panels that have already been installed onto the wall, that is why it is so important to check everything carefully before installation.
You can get a replacement if your product is faulty by emailing us within 14 days of receipt if there is a fault once the packaging has been opened (but not installed).
All our products are guaranteed to last at least 5 years (from receipt of goods) when installed indoors (out of direct sunlight) and correctly as per the instructions enclosed in your package (and/or on our website). Our products can withstand indirect sunlight, normal fluctuating indoor temperatures and some even light moisture (product dependent). This guarantee excludes all labour costs as you must check for faults before you actually install any product.
Our wall decals (and any product supplied on sticky back sticker material) are not guaranteed to stick to rough and textured walls. If your wall sticker is defective (and you have already cut or stuck it on the wall), we will gladly replace the defective parts/or whole sticker. Please be extra careful not get to get dust nor dirty finger marks on the back of repositionable Peel & Stick Decals as that will deem them ineffective and not under our guarantee.
Our wallpaper guarantee of 5 years also does not apply if you add to – or amend our products. Once products are painted or sealed with unknown products, we unfortunately cannot guarantee that they will last 5 years.
You can get a replacement/affected part replacement if your product has become faulty after being installed by emailing us within 5 years of receipt.
Being a store that is run by real people that also buy “things”, we were surprised by how few online stores actually show their returns policy. We brushed up on The Consumer Protection Act (CPA) and The Electronic Communications and Transactions Act (ECT) and they really can be long-winded and complicated. So: we have tried to simplify our Wall Art Refunds and Returns Policy into answers to your questions.
Yes, you can have a refund if you have not cut or used your stickers (this means that they are in the same condition with original packaging as you received them) within 7 days of receipt. This does not apply to personalised, custom wall art plus any design work that has already commenced. Please email us the details regarding your refund so we can process it. The Electronic Communications and Transactions (ECT) Act then states that you will need to send the original package back at your cost to us using a traceable (number emailed to us) delivery method so we can inspect the goods prior to the refund being given.
The Cooling off period does not apply to personalised, custom wall stickers nor design work that has already commenced. If your personalised wall sticker is defective, then the returns policy does apply and we will replace any part that is defective.
It is completely normal to have lines in your stickers when you take them out of the tube. It is just from being rolled in the tube and is especially the case if they have been rolled for long periods of time or in winter, when it is cold. In 90% of the cases, this does not mean your sticker is defective. Please follow the general instructions on how to get these lines out, even if there are lines in the top layer, it does not necessarily mean the sticker material has lines in it. If it does or you cannot get them out, please email us.
For wall stickers, decals and sticky back material: Do not cut, stick or use the wall stickers.
For Wallpaper and Murals: do no open the outer plastic packaging.
Rather e-mail us first and we can see what we can do (different products have different colour options/solutions) so it depends on what you have ordered. We cannot guarantee anything after 14 days of receipt and the variation in colour does not mean a sticker is defective. Sometimes, there is just no other colour option or like digital printers: they vary from printer-to-printer so one printer will print a slight variation of the same colour depending on the printer. We are, however, reasonable and understand that décor colour schemes are important so email us and we can go from there.
Maybe we can convince you to: grow happy with your colour:
We do say on our colour page (and terms & conditions) that screen colours (RGB) will differ slightly from the actual sticker colours (flat standard colour and CMYK full colour printing). It is also often difficult to see the colour of wall stickers with the top layer and seeing a small swatch where you lifted it off (similar to paint) looks completely different once a large area is done on a wall. Another consideration is that the light in the room will change depending on the time of the day. For instance, colours can look completely different at night (we know you are busy and sometimes are installing at night) in comparison to bright sunlight at noon. Lastly, it is not a bad thing to have variations of the same hue (monotone) within in one room, it is more old fashioned that everything should match exactly – variations create interest – there are no set rules anymore!
Your order was in perfect condition when it was dispatched and is fully insured by our courier company. We also place them in protective cardboard tubes, so even if they get a little battered on the outside or the tube looks damaged, the actual stickers generally aren’t actually damaged. If this is not the case, please let us know and we can do an investigation with the courier company and determine how we can compensate you or replace the products with our wallpaper gaurentee.
