Refund policy

Last updated: October 18, 2026

Every SerenoWalls piece is personalized and made to order just for you, with your names, dates, places or words. Because of this, returns and exchanges are not accepted. If your order arrives damaged or with a printing problem, we will replace it at no cost to you.

Free digital proof before printing

After you order, we email you a free digital proof, usually within 24 hours. Nothing is printed until you approve it. Changes to text, fonts and colors are free at the proof stage, so please check the spelling of every name, date and place carefully before you approve.

Cancellations

You can cancel your order for a full refund within 12 hours of purchase.
After 12 hours your piece is already being typeset just for you, so the order can no longer be cancelled.
Once a piece has gone into production it cannot be cancelled or changed.

To cancel, email us at hello@serenowalls.com with your order number.

Damaged in transit

If your order arrives damaged, please contact us within 14 days of delivery with:

your order number,
a photo of the damage, and
a photo of the packaging, if you still have it.

We will open a claim with our production partner and send you a replacement at no cost. You do not need to send the damaged item back.

Printing or production problems

If the color, alignment, frame or finish of your piece is not right, or the print does not match the proof you approved, contact us within 14 days of delivery with your order number and a photo. We will reprint and ship a replacement at no cost. You do not need to send the original back.

Please note that colors can look slightly different on screen and in print, depending on your device settings and the lighting in your room. Small differences of this kind are not considered a printing problem.

Errors on the approved proof

We print your text exactly as it appears on the proof you approved. Spelling mistakes, wrong dates or wrong details that were on the approved proof cannot be replaced or refunded free of charge. If you notice a mistake after approving, contact us right away: if the piece has not gone into production yet, we will do our best to correct it.

Lost parcels and delivery address

If your tracking has not updated for 10 business days, or shows delivered but you cannot find your parcel, contact us and we will work with the carrier to locate it. If it is confirmed lost, we will send a replacement at no cost.
Please make sure your shipping address is complete and correct at checkout. We cannot replace or refund orders that are returned or lost because of an incorrect or incomplete address entered by the customer, but we will help you arrange a reshipment at cost.

Refunds

If a replacement is not possible, or you cancelled within 12 hours, we will issue a full refund to your original payment method. Refunds are usually processed within 5 business days of approval; your bank or card provider may take a few more days to show it.