Return & Refund Policy

Part A · Retail customers (piwall.in)

A1. Key timelines

A2. When you can return

• Damaged in transit or manufacturing defect: within 48 hours of delivery, with clear photos / video of the damage and the intact outer packaging.
• Wrong item received: within 7 days of delivery, with the unused, unopened roll(s) in their original packaging.
• Missing items in the shipment: within 48 hours of delivery.
• Change of mind: within 7 days of delivery, provided the roll(s) are unused, uncut, unopened, and in original packaging. Return-shipping costs are borne by the customer in change-of-mind cases.

A3. Non-returnable for retail

• Rolls that have been cut, pasted, or installed
• Custom-printed or made-to-order items
• Minor shade / pattern-registration variation due to print-batch or display-calibration differences
• Items damaged after delivery through mis-handling, water, or improper storage
• Items returned after 7 days without prior written approval
• Promotional, clearance, or "final sale" items marked as non-returnable at purchase

A4. How to raise a return

1. Email support@piwall.in or WhatsApp +91 98765 66666 with your order ID, the SKU(s), a description of the issue, and photographs.
2. We acknowledge within 24 business hours and, once verified, arrange a replacement, store credit, or monetary refund.
3. Keep the item in its original packaging until our pickup partner arrives.

A5. Refund processing

• Refunds are initiated within 2 business days of verified return and credited within 5–7 business days to the original payment method.
• For COD orders, refunds are sent via UPI or NEFT to a bank account you nominate. We may request a cancelled cheque for verification.
• Shipping charges are refunded only when the return is caused by our error (damage / defect / wrong item).

Part B · B2B customers (dealers, stockists, distributors)

Important. All B2B orders placed through the Piwall mobile app, a Piwall salesperson, or directly with our sales team are final sale: delivered goods are not taken back or exchanged, with the three narrow exceptions listed below, which are all cases where the error is Piwall's. By placing a B2B order, the dealer / stockist confirms that the SKU, quantity, and delivery address were verified before confirmation.

B1. The only situations where a B2B remedy is offered (Piwall's error)

1. Damaged in transit — reported within 48 hours of delivery, with photos of the damage and intact outer packaging.
2. Wrong SKU delivered against the invoice (e.g., the invoice says pattern A, the parcel contains pattern B) — reported within 7 days of delivery, with rolls unused, unopened, and in original packaging.
3. Manufacturing defect (printing error, unusable roll, a severe colour difference between rolls of the same design, pattern-registration failure beyond industry norms) — reported within 7 days of delivery, with photos of each affected roll next to a good roll and of the roll label, and, on request, a sample of the defective roll.

B2. What is NOT accepted for B2B (strictly final sale)

• Change of mind by the dealer, stockist, or their staff
• Dealer ordering error (wrong SKU selected, wrong quantity ordered, wrong delivery address) — the delivered rolls stay with the dealer; the intended design is ordered separately
• Swapping delivered rolls for a different design, or returning them for money or credit, for any reason
• End-customer cancellation or refusal to accept
• Aesthetic dissatisfaction (colour looks different in the room, pattern doesn't fit the brief, etc.)
• Minor shade, texture, or pattern-registration variation within industry norms for printed wallpapers
• Damage or soiling that occurred after delivery
• Delays in dealer's downstream installation project
• Any reason other than the three listed in Section B1

In summary: Piwall does not accept returns or exchanges for change of mind, ordering error by the dealer, end-customer cancellation, aesthetic dissatisfaction, or any reason other than those listed in Section B1 — even where this means losing the order. The policy is the same for every dealer.

B3. How to raise a B2B claim

1. In the Piwall app, go to Orders → select the order → Raise a concern; or WhatsApp +91 99448 80482; or email support@piwall.in.
2. Share the order ID, invoice number, the specific SKU(s), and photographs / short video that clearly show the damage, defect, or wrong-SKU issue.
3. Piwall will verify from the photos within 3 business days. On verification, the remedy is a replacement of the affected rolls with the same SKU / design, shipped at Piwall's cost. The affected rolls are handed back to our delivery person or courier at the time of replacement. B2B claims are not settled by a different design, store credit, or a monetary refund.

B4. How the B2B remedy is delivered

• Replacement rolls are dispatched from the nearest Piwall warehouse, subject to stock; if the design is out of stock, the replacement follows as soon as it is available.
• Pickup of the affected rolls is arranged and paid by Piwall when the cause is Piwall's error (damage in transit, wrong SKU, manufacturing defect). In all other scenarios — which are not eligible in the first place — no pickup is arranged.
• Monetary refunds are not issued for B2B orders. The only money-related remedy is the store credit created when a paid order is cancelled before dispatch (Section C2).

Part C · Common provisions (apply to all orders)

C1. Always non-returnable

• Rolls that have been cut, pasted, or installed
• Custom-printed or made-to-order items once production has commenced
• Promotional, clearance, or "final sale" items expressly marked as non-returnable at the time of purchase

C2. Order cancellation

• Orders may be cancelled free of charge any time before they are dispatched. For B2B orders that were already paid, the amount becomes store credit on the dealer's Piwall account and is applied to the next order; it is not paid out in cash.
• Unpaid B2B orders expire automatically 24 hours after they are placed (48 hours for bank-transfer orders); the payment QR / link expires with them and a fresh order is placed when needed.
• Once dispatched, an order cannot be cancelled. Any eligible remedy then falls under Part A or Part B above.
• Piwall reserves the right to cancel any order in the event of pricing errors, stock-outs, suspected fraud, or logistical constraints. In such cases, a full refund of any amount paid is issued within 5–7 business days.

C3. Changes to this Policy

We may update this Policy from time to time. Material changes will be notified through the App, the website banner, or by email. The "Last updated" date at the top of this page reflects the most recent revision.

Contact

• Retail support: support@piwall.in · WhatsApp +91 98765 66666
• B2B / dealer support: support@piwall.in · WhatsApp +91 99448 80482
• For unresolved grievances, see the Grievance Redressal page.