Refund policy
Last updated: October 23, 2026
Because most of our products (murals, wallpapers, canvas prints, frosted window films, backsplashes) are custom printed to the exact dimensions of your wall, our return policy reflects this — see the “Exchanges/Returns” section below. If you have any questions before ordering, contact us at info@decorimprime.com: it is always easier to check before printing than after delivery.
To start a return, you can contact us at info@decorimprime.com. Please note that returns must be sent to the following address: 1503 Boulevard Michèle-Bohec, suite 101, Blainville, QC J7C 0Y4, Canada
If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
You can always contact us with any return question at info@decorimprime.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right (see the “Refund (or replacement)” section below).
Unfortunately, we cannot accept returns on sale items or gift cards.
14-day cooling-off period in the European Union
If your merchandise is shipped to the European Union, you have 14 days after receiving it to cancel or return your order, without giving a reason. This right does not apply to products made to your measurements or personalized (murals, wallpapers, window films, custom prints). For wall decals and canvas prints, the item must be returned to us unused, intact and in the condition you received it.
Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at info@decorimprime.com.
Returns
Décor Imprimé accepts returns in the following three (3) situations only:
- To exchange for another item (only possible for wall decals and canvas prints). Please refer to the Exchanges/Returns section below.
- To return a product in good condition in exchange for a refund. Please refer to the Exchanges/Returns section below.
- To receive a refund (or replacement) if your item was damaged in transit or has a manufacturing defect. Please refer to the Refund (or replacement) section below.
Eligibility conditions
For a return to be accepted, the item must be unused and returned to us intact and in the same condition you received it.
You must contact us at info@decorimprime.com and request your return (exchange or refund) within 15 days of receiving your item.
You are responsible for the shipping costs(*1-2) of returning the item. An invoice will be emailed to you to cover these costs, or they will be deducted from your refund/exchange.
A CA$20.00 return processing fee will be deducted from your refund.
Please note that we do not refund the shipping costs of the order.
Only regular-priced items can be refunded. Sale items are final sale.
Exchanges/Returns
Since we custom print our murals, wallpapers and window films to each customer's measurements, they cannot be exchanged or returned.
The only products eligible for exchange or return are wall decals and canvas prints.
To exchange a decal or a canvas print, the item must be unused and returned to us intact and in the same condition you received it.
- To complete your exchange or return, please contact us at info@decorimprime.com within 15 days of receiving your item.
- We will provide a prepaid return shipping label: simply stick it on your carefully packed parcel and drop it off with the carrier shown on the label. You are responsible for the shipping costs(*1-2) of returning the item. An invoice will be emailed to you to cover these costs, or they will be deducted from your refund/exchange.
- Once we have received, inspected and accepted the returned item, we will refund the item so that you can place your new order.
A CA$20.00 return processing fee will be deducted from your refund.
Please note that we do not refund the shipping costs of the order.
Only regular-priced items can be refunded. Sale items are final sale.
Refund (or replacement)
If the item you ordered was damaged in transit, has a manufacturing defect or does not match the item originally ordered and paid for, please contact us at info@decorimprime.com within 15 days of receiving it.
To determine whether you are eligible for a refund (or replacement), we will ask you to send us several photos of the damaged or defective item.
After reviewing your photos and discussing with you, our team will accept or decline your refund (or replacement) request.
If your refund (or replacement) request is accepted, the following steps will apply:
- You will choose between a replacement of the damaged or defective item, at our expense, or a refund.
- If we ask you to return the item, we will provide a prepaid return shipping label: simply stick it on your carefully packed parcel and drop it off with the carrier shown on the label.
- If replacing the damaged or defective item is not possible or not recommended, we will refund the item. A credit for the amount of the item(*1-2) will be applied to the payment method used for your original order.
A CA$20.00 return processing fee will be deducted from your refund.
Please note that we do not refund the shipping costs of the order.
Only regular-priced items can be refunded. Sale items are final sale.
We reserve the right to refuse a return, exchange, replacement or refund in the following situations:
- If you make the request more than 15 days after receiving your order.
- If the item has visibly been used and/or is not returned to us in a resalable condition.
- If the item has already been installed by you or a third party. It is your responsibility to inspect the quality of the item before using/installing it. Damaged items or manufacturing defects can easily be spotted before installation.
- If you or your installer make a mistake during installation. We encourage you to prepare well and follow the instructions before installing, or to require the same preparation from any installer you hire. Under no circumstances can we refund the cost of third-party installation, and we are not responsible for installation errors. Wallpaper must be checked for any potential defect before installation. We cannot cover any cancellation fees if the product is not fit to be installed. Read the installation instructions, watch the video and call us if you have any questions, concerns or doubts before or during installation. Afterwards, it will be too late.
- If, when reviewing your photos, our team finds no manufacturing defect or finds that the damage can easily be “repaired”. E.g. creases caused during shipping can be smoothed out: simply heat the vinyl with a hair dryer and install it as usual. We even have a video showing the results of this technique. Contact us and we will advise you.
Cancelling or modifying an order
An order can be cancelled or modified only if it has not yet been printed. To make a request, contact us at info@decorimprime.com or at 1 877-547-8480.
Custom prints
Custom prints of customers' images, photos or files can be neither exchanged nor refunded.
By purchasing a custom item with their own image, photo or file, the customer confirms they hold all usage rights to the submitted image(s), photo(s) or file(s). Décor Imprimé is not responsible for custom prints made from submitted images, photos or files that include trademarks or intellectual property. The customer is solely responsible for the rights to the submitted images, photos or files.
- Shipping costs for exchanges and returns vary according to the size and weight of the package and the postal code of origin (your mailing address).
- Shipping and/or graphic design fees from the original order are non-refundable. If you receive a refund, these fees will be deducted from it.
