Refund policy
Returns & Refunds
Every Carta Noor wallcovering is crafted to order. This page explains when returns are possible, how we handle damaged or incorrect items, and what to check before installation.
EU Consumer Rights
If you are located in the European Union, the following statutory rights apply:
Right of Withdrawal For standard (non-customised) products, you have the right to withdraw from your purchase within 14 days of delivery without giving any reason. To exercise this right, contact us within 14 days of receiving your order. You must return the item within a further 14 days; return shipping costs are your responsibility. We will issue a full refund within 14 days of receiving the returned goods.
Made-to-Order Exemption Under Article 16(c) of EU Directive 2011/83/EU, the right of withdrawal does not apply to goods made to your specifications or clearly personalised. All custom-dimension wallpaper rolls, murals, and bespoke orders are exempt from this right, as they are manufactured specifically for your order.
2-Year Statutory Guarantee All products are covered by a 2-year statutory guarantee under EU law. If your product is defective or does not conform to your order, you are entitled to a repair, replacement, or refund regardless of the timeframes stated elsewhere in this policy.
Made-to-Order Policy
Most Carta Noor designs are printed specifically for your order. Because of this, we are generally unable to accept returns or exchanges for:
- Change of mind
- Incorrect measurements provided by the customer
- Unused surplus rolls from standard orders
We strongly recommend carefully checking all measurements before placing an order and ordering a sample where possible to review colour, scale, and finish in your own space. If you are unsure, please contact us before purchasing — we're happy to advise.
Damaged or Defective Items
Your satisfaction and product quality are extremely important to us. If your order arrives damaged, faulty, or with a printing error, please contact us within 7 days of delivery with:
- Your order number and a brief description of the issue
- Clear photos showing the outer packaging, the label on the roll(s), and the damaged or defective area(s)
Once we have reviewed your information, if the fault is confirmed we will arrange a replacement or suitable solution as quickly as possible. In some cases we may request that defective rolls be returned or safely disposed of.
Please note: EU customers retain their 2-year statutory guarantee rights regardless of the 7-day reporting guideline above. We cannot be held responsible for damage caused during or after installation, mishandling, or use contrary to our care guidelines.
Colour & Pattern Variations
Colours can appear differently on screens than in real life due to monitor settings and lighting conditions. Small variations between print batches are also possible. We recommend ordering a sample before committing to a full order.
If you are re-ordering to match an existing installation, please include your previous order number so we can align batches where possible. Minor differences in tone or texture between production runs are a natural characteristic of the process and are not considered defects.
Incorrect or Missing Items
If you receive a design that does not match your order, or incomplete quantities, please contact us within 7 days of delivery with your order number, photos of what you received, and a description of what is missing or incorrect. We will correct the mistake and send any missing or replacement items promptly.
Cancellations & Order Changes
Because we print to order, production often begins shortly after purchase. If you need to modify or cancel your order, contact us as soon as possible. If printing has not yet started, we will do our best to accommodate changes. Once production has begun, we may not be able to cancel or alter the order. Any approved cancellations may be subject to fees to cover administrative or material costs already incurred.
Before You Install
To protect your investment, please inspect all rolls and panels before installation for visible defects, colour consistency, and correct quantities. Lay panels out in order to confirm pattern alignment, and read our installation instructions carefully.
If you notice an issue, stop installation immediately and contact us. We cannot accept responsibility for costs related to installation, removal, redecoration, or third-party labour where a product is installed despite visible faults.
Need Help?
If you're unsure whether your situation qualifies for a return or replacement, or would like guidance before placing an order, we're here to help. Please reach out through our contact page or email us with your order number (if applicable), the design(s) concerned, and photos and a description of the issue. We aim to respond within one business day.