REFUND & RETURNS
Can I cancel my order?
You can cancel your order any time prior to it being dispatched from our partners’ warehouse. In this case a full refund will be provided. If you need to do this please contact us at the earliest opportunity at [email protected]thedotmaker.com
Can I change my order?
You can change your order any time prior to it being dispatched from our partners’ warehouse. If you need to do this please contact us at the earliest opportunity at [email protected]
Can I return a non-faulty product which I have received but I no longer want?
We give all of our customers 14 days to return any non-faulty item, provided it is unopened and in perfect condition with its undamaged original packaging. Therefore, if you simply change your mind you can contact us at [email protected] and we’ll arrange for the product to be collected and returned to us.
On safe return of the product we will give you a full refund, minus the collection and return cost (listed at the bottom of this page*). Note: these costs only apply when you return a non-faulty product. Faulty or damaged products do not incur a collection and return cost.
Please note: If the product is opened or if the 14 day window elapses then we regret that we will not be able to arrange for the item to be returned.
Returning faulty or damaged goods
We take great care in selecting our supply chain partners to ensure Dotmaker products reach you in perfect condition. However, on rare occasions, goods may arrive with you damaged, defective or they may simply be missing a fixing or a component. We apologise for the inconvenience this may cause and we will do our best to rectify any such situations.
So that we can resolve any issues as quickly as possible, we ask that you check all items on receipt of delivery and let us know within 24 hours if there are any damages, defects or missing items. Please email [email protected] with details of the fault. It is important to include your name, order number, a brief description, and photos of any damaged or defective items.
We will respond to you by email within 3 working days and will discuss and agree the most appropriate actions to resolve any issues. (Depending on the circumstances this may be to supply any missing components, replace the product or to offer a refund)
Please do not return damaged items prior to receiving our response to your email. In these circumstances we will not be able to refund your costs incurred in returning damaged items. Only once a refund or replacement has been agreed will we be able to make arrangements with you to collect the goods from the delivery address.
We regret that we may be unable to replace or refund any items if we are not notified of breakages or defects within 14 days of you receiving the product.
If your item develops a manufacturers fault after 14 days, then please contact us on [email protected] and we will discuss ways to rectify the situation on a case by case basis.
How long will it take for me to receive my refund?
The refund will be processed within 3 working days of us receiving the goods back in our warehouse
The exact time that the funds reach your account will vary depending on your original method of payment for the goods. Typically, this will be between 1 - 3 days for debit cards, 5 – 7 days for Pay Pal and between 2 – 30 days for credit cards.
Late or missing refunds
If you have not received an agreed refund yet, first check your bank account again. Then if applicable, contact your credit card company, as it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Sale items (if applicable)
Refunds to sale items are made at the sale price and are subject to the same terms as non-sale items. The exception to this is on any occasion where the item has been sold to you as a slight second, with your full knowledge and agreement. In which case we are unable to offer a refund.
Exchanges (if applicable)
We are happy to replace or exchange items if the goods are defective or damaged. This is subject to the terms and timescales detailed above.
If the damaged or unwanted item was marked as a gift when purchased and shipped directly to you, then you will receive a gift credit for the value of your return. Once the returned item is received, a gift coupon code will be emailed to you.
If the damaged or unwanted item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Can I return unwanted rolls of wallpaper?
Unfortunately, we cannot accept rolls of unwanted wallpaper.
What do I do if I have any other questions?
Please check out our FAQs section or contact us directly on [email protected] and one of our team will be very happy to help.
*Collection & Return Costs
Note: these are only applicable if you wish to return non-faulty goods.
< 3kg = £5,
> 3kg to 17kg = £10
> 17kg to 25kg = £20
> 25kg to 35kg = £40
> 35kg to 70kg = £80