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Return & Refund Policy

Last updated: 21 April 2026 · Effective date: 21 April 2026

This Return & Refund Policy applies to all orders placed with Nuwall Wallpapers Pvt. Ltd. ("Piwall," "we," "our"). Because Piwall serves two distinct customer groups, the rules below are split into two parts:

Which part applies to you? If you have a registered Piwall dealer / stockist / distributor account and are invoiced with GST under your business name, Part B applies. If you are buying for personal or home use via piwall.in as an end-consumer, Part A applies.

Part A · Retail customers (piwall.in)

A1. Key timelines

7 Days
Return window from delivery
48 Hours
Window to report damage
5–7 Days
Refund processing

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, with the three narrow exceptions listed below. 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 B2B returns / refunds are accepted

  1. Damaged in transit — reported within 48 hours of delivery, with photos of the damage and intact outer packaging.
  2. Wrong SKU delivered (e.g., dealer ordered pattern A, received pattern B) — reported within 7 days of delivery, with rolls unused, unopened, and in original packaging.
  3. Manufacturing defect (printing error, unusable roll, pattern-registration failure beyond industry norms) — reported within 7 days of delivery, with photos 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)
  • 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 for change of mind, ordering error by the dealer, end-customer cancellation, aesthetic dissatisfaction, or any reason other than those listed in Section B1.

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 within 3 business days. On verification, resolution will be offered at Piwall's sole discretion as either (a) replacement of the same SKU (subject to stock), (b) Piwall store credit to the dealer's account, or (c) a monetary refund.

B4. Refund processing for B2B

  • Where a monetary refund is agreed, it is processed within 5–7 business days of verification to the original payment source, or by NEFT to the dealer's registered bank account.
  • Where the resolution is store credit, the amount is credited to the dealer's Piwall account immediately after verification.
  • Return-pickup costs are borne by Piwall when the cause is Piwall's error (damage in transit, wrong SKU, manufacturing defect). In all other scenarios — which are not eligible for return in the first place — pickup cost does not apply.

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 marked "Ready to Dispatch" in the App or in our system.
  • 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.

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