Refund and Returns Policy
Your happiness as a customer is extremely important to us. If you experience an issue with your order always reach out to us at email@example.com before sending back any items. We’ll do our very best to help you resolve any issues. Please take note of any return policies on individually listed items prior to purchase.
The majority of our products are custom made/made to order. This minimizes waste and is better for the environment. This also means that we can’t offer returns and exchanges. However, if there’s something wrong with your order, please let us know by contacting us at firstname.lastname@example.org. We conduct thorough quality checks before sending out all orders, but should you receive a flawed or damaged order due to an error on our behalf, we will of course replace or refund it.
Refunds are only offered if you receive the wrong items or damaged items. If any of these apply, please contact us at email@example.com with photos of wrong or damaged items and we’ll help you sort it out.
Since our products are made to order, we don’t offer exchanges.
For wallpaper and fabric orders we highly recommend that you order test swatches prior to placing any larger order to ensure that the material, color, layout, and scale of a design will meet your expectations.
Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at firstname.lastname@example.org within 1 week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund.
Misprinted, damaged or defective items
At House of Springer we pride ourselves on unparalleled product quality. That’s why all our orders go through several quality checks before shipment. However, if a damaged or mislabeled item was accidentally let through our quality control, or was damaged during shipment, we take full responsibility and provide a free replacement
Any claims for misprinted, damaged, or defective items must be submitted within 1 week after the product has been received. For packages lost in transit, all claims must be submitted no later than 1 week after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you notice an issue on the products or anything else on the order, please notify us by sending a message to email@example.com no later than 1 week after the products have been received. The message must include a detailed description of the problem and quality photos where we can see the issue. We’ll be happy to assist and reship the product for you.
If you provide an address that is considered insufficient by the courier, the shipment will be returned to our production facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment (if and as applicable). Unclaimed returns get donated to charity after 4 weeks.
We don’t accept returns of sealed goods, which are not suitable for return due to health or hygiene reasons.
Notification for EU consumers
According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons, therefore House of Springer reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
For any other concerns, issues, or questions, please reach out to us at firstname.lastname@example.org and we’d be happy to help you.