Returns & Refunds Policy
Last updated: 30 August 2026
14-day return period
Customers may request an eligible change-of-mind return by notifying us within 14 calendar days after receiving the order. Email mail@wallrose.shop before sending anything back. We will provide a return reference, instructions and the correct return location.
UK statutory cancellation rights
For most goods bought online, UK consumers have a legal right to cancel without giving a reason by notifying the trader within 14 days after delivery. After giving notice, the consumer normally has a further 14 days to return the goods. Our returns process does not reduce those statutory rights.
Return condition
Customers may inspect goods as they reasonably would in a shop. For a full change-of-mind refund, items should be returned complete, with all parts, instructions and accessories, and should not be assembled, installed, altered or used beyond what is reasonably necessary to inspect them. We may make a lawful deduction for diminished value caused by excessive handling.
Change-of-mind return costs
The customer is responsible for arranging and paying the direct return cost for an eligible change-of-mind return. Large garden buildings and bulky products can be expensive to return, so customers should check dimensions, access, colour, specifications and base requirements before ordering. We can provide return instructions or, where available, a collection quote before the customer decides how to return the item.
Faulty, damaged, incorrect or incomplete goods
If goods arrive faulty, damaged, incorrect or materially incomplete, contact us promptly. We will assess the evidence and provide an appropriate remedy under the Consumer Rights Act 2015, which may include replacement parts, repair, replacement, collection or refund. Wallrose will bear reasonable return or collection costs when goods are confirmed faulty, damaged in transit, incorrect or otherwise not conforming to the contract.
Items that cannot normally be returned for change of mind
Legal exceptions may apply to personalised, custom-made or clearly bespoke goods and to any other category excluded by applicable law. This does not remove rights where goods are faulty, misdescribed or not fit for purpose.
How to request a return
- Email mail@wallrose.shop with the order number, product, reason and relevant photographs.
- Wait for written return instructions and the correct return location.
- Package the goods securely and use an appropriate, trackable service where possible.
- Keep proof of dispatch or collection until the refund is completed.
Refund timing and method
Approved refunds are made to the original payment method. For cancelled goods, we will issue the refund without undue delay and normally within 14 days after receiving the goods back or receiving acceptable evidence that they were returned, whichever occurs first. We may withhold the refund until one of those events occurs where the law permits.
If the customer paid for delivery, the refundable delivery amount is limited to the cost of the least expensive standard delivery option offered, unless the goods were faulty or we agree otherwise. Bank or payment-provider processing may add time after we submit the refund.
Statutory rights
Nothing in this policy limits rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013 or other mandatory consumer law.
Contact Wallrose
Email:mail@wallrose.shop
Phone:+44 7891 384560
Business correspondence address: Beck Way, Beckenham BR3 3JX, United Kingdom
Website:wallrose.shop
Support requests are reviewed on UK business days, excluding bank holidays. Please include your order number when contacting us about an existing purchase.