If there is a problem with your mural, then the first thing to do is get in touch within 14 days of receiving the product; we can be contacted via phone at +44 151 708 5400 or via email at [email protected]
To help us solve the problem quicker, we will ask you to send through some photos of your mural to work out whether we need to send a courier to collect your mural. In most cases, we will not need to collect and we can normally figure out where the issue lies through photographs.
It is important to note that our murals are a bespoke product which are ‘made to measure’ and unique for each wall, therefore no two are the same and they have no resale value. For this reason, we are unable to accept returns of murals due to a change of plan, that it is simply unwanted, or after they are installed, as we cannot reuse it. Once payment has been received for your custom mural, the order cannot be cancelled.
Once the photographs have been reviewed, our team will give you a detailed breakdown of what has caused your problem. If Hovia deem the issue to be caused by factors outside of our reasonable control, or to have been caused by misuse on the customer’s part or an associated third party of the customer, then we cannot accept liability for any losses or damages and refunds will not be issued.
If the issue has been determined to be caused by something outside of our control, then our helpful team will still be able to give you advice and guidance on some practical steps you can take to try and mitigate the problem. We pride ourselves on customer service and going above and beyond for our customers.
If, following review of the photographs, Hovia deem the issue to have been caused by something within our control such as a print defect or faulty product then we are more than happy to accept responsibility and will do our utmost to resolve the issue as quickly as possible.
In this case, more often than not, we will be able to issue you with a replacement mural that can be sent out to you on an expedited basis. At Hovia we see mistakes as an opportunity for learning and it is very rare that we come across an issue we can’t solve by working with you to create a replacement.
However, we understand that there may be occasions where a faulty product has been received and the customer wishes to receive a refund. Our team will be happy to accommodate this for you and will arrange for collection of the mural to be brought back to our head office. Once the mural has been received back, a full refund will be issued to your original payment method within 14 days.
If a customer wished to return the product themselves, instead of using our collection service, it is the customer’s responsibility to ensure that it arrives back with us in a timely fashion and acceptable condition. We highly recommend using an insured and tracked service and refunds will not be issued for any item that is lost in transit on its return back to us.
Please do take care when installing the mural or hiring someone to help with the install. Strictly, we are unable to compensate installation fees from third parties or take responsibility for installation errors. The product must be checked for any potential errors before the hiring of any third party, as we cannot accept any cancellation fees in the event that the product is not fit to be installed.