Refund policy

Last updated 2 October 2026.

This policy explains when you can cancel, when you can return, and how a damaged, defective or wrong piece is put right. It is written to be specific, because a policy you cannot act on is of no use to you.

Before anything else: these are made to order

Each canvas is printed and finished for you after you order. There is no shelf copy to put back. That shapes the policy below, and it is the reason we cannot accept a return simply because you have changed your mind.

You may cancel free of charge at any time before your order is dispatched — in practice a window of about 2 to 3 business days from when you place it. Email hello@thewallshawl.in with your order number and we refund 100% of the amount paid, with no deduction. Details in clause 1.

If your order arrives damaged, defective, incorrect or incomplete, we send you a free replacement, and we pay the return freight. Raise it within 7 days of delivery under clause 2 — you are never asked to pay to send back an item that was wrong.

1. Cancelling an order

You may cancel free of charge at any time before your order is dispatched — in practice a window of about 2 to 3 business days from when you place it.

To cancel, email hello@thewallshawl.in or call +91 81786 01589 with your order number. Once an order has been dispatched it can no longer be cancelled, but it may still be returnable under clause 2.

On cancellation we refund 100% of the amount paid, with no deduction.

2. Replacements

We replace your canvas free of charge if, within 7 days of delivery, any of the following applies:

  • the canvas arrived damaged in transit;
  • the canvas has a manufacturing or print defect;
  • you received the wrong artwork, wrong size, or wrong frame;
  • the order arrived incomplete.

Because each piece is made to order, we do not accept returns for change of mind, or because the artwork suits the room differently than expected. We also cannot treat minor colour variation between your screen and the print as a defect — see our Terms.

3. How to raise a claim

  1. Email hello@thewallshawl.in within 7 days of delivery, with your order number and photographs of the item and of the outer packaging.
  2. We acknowledge within 48 hours.
  3. If the claim is accepted, we arrange reverse pickup at our own cost. You are never asked to pay return freight on a damaged, defective or incorrect item.
  4. Keep the original packaging until the claim is closed — the carrier may need to inspect it.

An unboxing photograph or video is not compulsory, but it settles a transit-damage claim quickly and we recommend taking one.

4. What you receive

A free replacement: the same artwork, size and frame, made again and dispatched at our cost. Only if we cannot make the same piece again do we refund the amount paid in full. There is no restocking fee.

5. Refund timelines (cancellations and failed payments)

We initiate the refund Within 3 business days of approving the claim, or of the returned item reaching us
Credited to you Within 5 to 7 business days of initiation
Method Always to the original payment method

The final leg depends on your bank or card issuer and is outside our control. We will give you the payment gateway's refund reference so you can trace it.

6. Failed, duplicate or cancelled payments

If money was debited but the order did not complete, or you were charged twice, the amount is refunded automatically to the source. If it has not reached you within 5 to 7 business days, contact us with the transaction reference and we will pursue it with the gateway on your behalf.

7. Orders we cannot deliver

If your PIN code turns out not to be serviceable, or delivery fails for a reason not attributable to you, we cancel and refund in full.

Who you are dealing with

This website and store is owned and operated by Akanksha Pandey, a Sole Proprietorship registered in India, trading as The Wall Shawl Co. under the brand The Wall Shawl™.

Legal name of the entity Akanksha Pandey
Constitution Sole Proprietorship
Proprietor Akanksha Pandey
Principal place of business K-208, Jaitpur Kalindi Kunj Road, near Gali Number 4, Jaitpur, New Delhi, Delhi 110044, India
GSTIN / UIN 07IQRPP3341G1ZE
State Delhi (Code: 07)
Website thewallshawl.in
Customer care email hello@thewallshawl.in
Customer care telephone +91 81786 01589
Support hours Monday to Saturday, 10:00 to 18:00 IST (excluding public holidays)

We operate from a single location. We have no branch offices.

Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000 and the rules made under it, the details of our Grievance Officer are published below.

Name Akanksha Pandey
Designation Proprietor and Grievance Officer
Email grievance@thewallshawl.in
Telephone +91 81786 01589
Address Akanksha Pandey, K-208, Jaitpur Kalindi Kunj Road, near Gali Number 4, Jaitpur, New Delhi, Delhi 110044, India
Hours Monday to Saturday, 10:00 to 18:00 IST (excluding public holidays)

We will acknowledge every complaint within 48 hours of receiving it, give you a reference number, and resolve it within one month of receipt.

If you are not satisfied with the outcome, you may approach the National Consumer Helpline on 1915, or the consumer commission having jurisdiction, under the Consumer Protection Act, 2019.