At Wall Decoration Store, we take pride in providing premium painting supplies and tools to both professional contractors and DIY home improvement enthusiasts. We want you to be completely satisfied with your purchase of our paints, adhesives, and application tools. If you’re not satisfied, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • The item must be unused and in its original packaging
  • You must have the original receipt or proof of purchase
  • The item must be in the same condition as when you received it

Non-Returnable Items

Due to health and safety regulations, the following products from our inventory cannot be returned once opened:

  • All Chemicals & Solvents
  • Opened containers of Adhesives and Contact Adhesives
  • Used Paint Applicators (brushes, rollers, pads, or sprayguns)
  • Custom-mixed Paint from our Colour Palette

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer service within 15 days of receiving your order by emailing [email protected] with your order number and details about the product you would like to return or exchange.
  2. Wait for authorization – We will respond within 2 business days with return instructions and a Return Merchandise Authorization (RMA) number.
  3. Package the item securely in its original packaging, including all accessories and documentation.
  4. Ship the item back to us at the address provided in your RMA email. We recommend using a trackable shipping service.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (such as shipping the wrong item). For exchanges, we’ll cover the cost of shipping the replacement item to you.

Refund Processing

Once your return is received and inspected (usually within 3-5 business days of arrival at our facility), we will process your refund or exchange:

  • Refund method: Refunds will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing time: 3-5 business days after approval
  • Bank processing: Additional 3-10 business days may be required for the refund to appear on your statement, depending on your financial institution

Exchange Processing

For exchanges, we will ship your replacement item as soon as we process your return. Standard shipping times apply (10-15 days for DHL/FedEx, 15-25 days for EMS).

Return Request Template

Use this template when emailing your return request to [email protected]:

Subject: Return Request – Order #[Your Order Number]

Dear Wall Decoration Store Customer Service,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

Product Name: [Product Name from your order]
Reason for Return: [Please specify – wrong item, defective, changed mind, etc.]
Preferred Resolution: [Refund / Exchange for (specify product if exchanging)]

Please provide return instructions and any additional information you may need from me.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number – optional]

Return Shipping Address

After receiving your RMA number, please ship returns to:

Wall Decoration Store Returns
Attn: RMA #[Your RMA Number]
3837 Birch Street
El Paso, TX 79915
USA

Damaged or Incorrect Items

If you received a damaged item or the wrong product, please contact us immediately at [email protected] with photos of the damaged item or incorrect product. We will arrange for a replacement or refund at no additional cost to you.

Questions?

Our customer service team is happy to assist with any questions about our returns and exchanges policy. Contact us at [email protected] and we’ll respond within 2 business days.