Home » Refund policy

Refund policy

Returns & Refund Policy

1. Returns Eligibility

We want you to be completely satisfied with your purchase. If you are not entirely happy, you may request a return, subject to the following conditions:

  • Items must be unused, in the same condition as received, and in their original packaging with all labels and tags intact.
  • Items must be resalable, unopened, unmarked, and undamaged.
  • Products damaged by the customer will not be accepted for return or refund.
  • Delivery charges are non-refundable*.
  • Returns are accepted Monday to Friday, 9:00 AM – 5:00 PM.
  • We offer a 28 day return policy *

⚠️ Special Return Conditions:

  • Overordered Wall Panels / Wall Slats: Subject to a 25% restocking fee.
  • Incorrect Rug or Wall Panel/Slat size ordered: Subject to a 25% restocking fee.
  • All returns must be safely packed. If damage occurs during transit due to poor packaging, refunds may be denied.

2. How to Return an Item

To start your return, contact our customer service team within 14 days of receiving your order, (Then you have 14 days to return the item). Unfortunately, returns requested outside this period may not be eligible for a refund.

  • Once approved, we will provide detailed return instructions.
  • Return shipping costs are the customer’s responsibility unless the return is due to an error on our part or a defective item.
  • Rugs, Wall Panels, and Wall Slats must be returned in their original packaging, undamaged.

3. Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed to your original payment method.
  • Refunds may take a few working days to appear, depending on your payment provider.

4. Non-Refundable Items / Exceptions

The following items are non-returnable and non-refundable:

  • Personalised or custom-made products
  • Items marked as Final Sale

Such exclusions will be clearly stated at checkout or on the product page.

5. Damaged or Defective Items

If your order arrives damaged or defective:

  • Contact us immediately and provide clear photos of the item and its packaging.
  • Reports must be made within 48 hours of delivery; claims made after this may be rejected.
  • If validated, we will issue a pre-paid return label and arrange a refund or replacement.

6. Contact Us

For returns, refunds, or any queries, please contact our customer service team:

📧 Email: sales@projectdiy.co.uk

Please include:

  • Your Order Number
  • Your Full Name
  • The Shipping Address used at checkout

This will help us assist you promptly.