Returns

Returns are handled by the shop you bought from, because that is where the money went. Their window, their return label, their refund. Most major retailers give you about a month on homeware, but check the listing rather than trusting a number on a brand site — we have no way to change theirs and no way to refund you ourselves.

Check these three things on the day it arrives

1. The count. Multi-panel sets arrive stacked in one parcel. Count the panels against the listing before the packaging goes in the bin — a missing panel is much easier to resolve while the carton still exists.
2. The finish. Look along the surface at a shallow angle rather than straight at it. Powder coat is even and matte; a chip, a run or a bare patch shows up instantly in raking light and almost never head on.
3. The flatness. Rest the piece on a table. A slight spring is fine and pulls out on the wall. A hard crease will not.

If you have already drilled

Once a piece has been mounted, most retailers treat it as used, and reasonably so. This is the honest argument for laying the arrangement out on the floor first, measuring the real finished width, and only then marking the wall. It is also why the planner asks for the gap between panels: for a multi-panel set the finished width is a decision you make, not a number printed on the box.

A fault is not the same as a change of mind

If a piece is faulty rather than simply unwanted, tell the retailer — they hold your money, and consumer law in the US and the EU is on your side regardless of how many days have passed. Then tell us too, with a photograph. We cannot process the refund, but a fault that reaches us gets traced back to a batch, and that is how it stops happening to the next person. See warranty for what counts.