Refund policy

At Pattern & Pixel, we want you to be thrilled with your wall art. We know that choosing pieces for your home is personal, and sometimes what looks perfect online doesn't feel quite right in your space. That's why we offer a fair 30-day returns policy. Here's how it works.

Exchanges

We do not offer direct exchanges. If you need a different piece, please initiate a return for a refund and place a new order separately.

Order Cancellations

Due to our made-to-order production process, we are unable to cancel orders once they have been placed. Your wall art goes into production immediately to ensure the fastest possible delivery to you.

If you change your mind after placing an order, you will need to wait until the item arrives and then follow our standard returns process. Please review our Return Policy above for full details on returning items within 30 days of delivery.

We encourage you to carefully review your order details, including size, design, and shipping address, before completing your purchase.

Return Window

We offer a 30-day return window from the date you receive your wall art to request a return.

Eligibility Requirements

To be eligible for a return, your wall art must be:

In the same condition as when you received it
In its original packaging with all protective materials intact
Accompanied by your proof of purchase as outlined in our 'How to Initiate a Return' section below.

Customer Responsibility for Return Postage and Item Safety

Customers are responsible for all postage costs associated with returning wall art items. We strongly recommend using a trackable and insured shipping method to ensure the safe return of your item.

You are responsible for packaging the wall art securely to prevent damage during transit. Items damaged due to inadequate packaging during return shipping are not eligible for a refund.

How to Initiate a Return

To start a return, contact us at returns@patternandpixel.co.uk within 30 days of receiving your item. Please include:

Your full name
Order number
Reason for return

Once your return request is approved, we will provide return instructions and a return authorisation. Returns sent without prior approval will not be accepted.

Damaged or Defective Items

Inspect your wall art immediately upon arrival. If you discover any damage or defects, email us at returns@patternandpixel.co.uk within 48 hours with:

Photos clearly showing the damage or defect
A detailed description of the issue
Your full name
Your order number

We will assess the issue and, if approved, send a replacement at no cost to you. You do not need to return damaged or defective items unless specifically requested. If we do require the item to be returned, we will provide a prepaid return label.

For orders containing multiple items where only some pieces are damaged, we will replace only the affected items.

Exceptions / Non-Returnable Items

We cannot accept returns for:

Custom or personalised wall art
Sale or clearance items
Items returned without prior authorisation

Refunds

Once we receive your return, we will inspect it within 3-5 business days. We will notify you by email once the inspection is complete.

If approved, refunds will be processed to your original payment method within 10 business days of approval. Please note that your bank may require additional processing time before the refund appears in your account.

Refund deductions: Original postage costs (if any) are non-refundable. Returns are not subject to restocking fees unless the item is not in its original condition due to customer handling beyond inspection.

Returns Outside the 30-Day Window

Unfortunately, we cannot process returns once our 30-day return window has closed. If we receive a return after this period, we will return it to your delivery address at your expense.