Returns & Refund Policy

Our Return & Refund Policy

You have the right to cancel your contract for the purchase of a TOFF product, if you notify us of the cancellation no longer than 14 days after the day following the day on which the product is delivered. You must return the unused product to us within 14 days of notifying us of the cancellation, and you must pay for the return of the unused product to our nominated address.

In the unlikely event of a manufacturing fault, it will be repaired or replaced free of charge. The manufacturer will decide what falls under manufacturer faults.

If a product is faulty in any way, you can return it within 14 days. Contact our customer services team using the contact form, quoting your name and order number.

Unfortunately we cannot accept for returns for samples.

A customer service representative will then talk you through the returns procedure which can often be eased by providing a digital image of the fault (along with a clear description of the problem) in an email to our customer support team.

  • In many cases, remedy action can be taken as soon as substantiation of the claim is clear via email
  • If the fault cannot be verified over the phone or email, you may need to return the item to us for inspection
  • In that instance, a determination can then be made as to the state of the product
  • Please do not send your products back to the nominated address without contacting a member of our team first

May we remind you to review the terms that you agreed to at the time of purchase. These are available at any time on our website.
 
Please note we work in accordance with these provisions:

  • Faulty Goods: To return faulty goods you need to first contact a member of our Customer Services Team using the contact form. Please send written notice and return the product to the nominated address (please see the Contact Us page for the address).

We will only acknowledge returned goods if they are sent using Royal Mail 'Signed For' Recorded delivery so you have proof of delivery. You will have to meet the delivery costs of returning the products, although we will refund the postage at our discretion once the item in question is rechecked. If we are at fault, then we will reimburse Royal Mail 'Signed For' Recorded delivery postage costs.

It is only when we receive the item in its original state, that we will redo or recommend a remedy for a faulty item.

Please note: if the product is not in an unused condition then we will not be able to offer you a remedy save for faulty workmanship which we may repair. Where there is a minor fault, we may suggest an alternative remedy.

CANCELLATIONS

Within 30 minutes - We wait 30 minutes after you place your order before we start making it. Within these 30 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your design get in touch with our friendly customer service team using our contact form. They will be more than happy to help and can offer a full refund.

After 30 minutes - Our wallcoverings are made to order, so as soon as we start production of your items, we have already invested into the ink, paper, materials and the workforce time specifically for your order. This means that if you wish to cancel after 30 minutes of placing the order, a mandatory 20% charge will incur.