Refund policy

Last updated: April 18, 2026

Thank you for choosing the MA walls. Every piece in our collection is printed to order, just for you — which means your satisfaction and the quality of your artwork are something we take very seriously.

This policy explains our Quality Guarantee, how we handle issues with damaged or incorrect items, and why we're unable to accept returns for change of mind.

The MA walls Quality Guarantee

We stand behind every print we ship. If any of the following happens, we will make it right at no cost to you:

  • Your artwork arrives damaged in transit — a torn print, bent frame, broken glass, or any other shipping damage.
  • Your artwork has a printing defect — visible streaks, smudges, missing ink, wrong colors, or off-center prints.
  • You receive the wrong item — wrong size, wrong artwork, or a fulfillment mistake on our end.
  • Your order never arrives — lost in transit or marked delivered but not received.

In each case, we will arrange a free replacement at no additional cost. If a replacement isn't possible or preferred, we will issue a full refund instead. You will never be asked to ship anything back to us for a damaged, defective, or incorrect item.

For orders containing multiple items, if only some items are affected, we will replace or refund the specific items in question. Unaffected items in the same order are not eligible for a claim.

How to File a Quality Claim

Please contact us within 30 days of delivery at hello@themawalls.com with the following:

  1. Your order number
  2. A clear photo or short video of the issue (please include the full artwork and, if relevant, the packaging)
  3. A brief description of what's wrong

Photo or video evidence is required to process your claim — this allows us to investigate the issue thoroughly and resolve it as quickly as possible. We usually respond within 1–2 business days (Monday–Friday, JST). Replacement prints are produced and shipped as soon as your claim is approved — typically the same turnaround as the original order.

For lost shipments, please wait until the expected delivery window in our Shipping Policy has passed before contacting us. This allows us to open an effective investigation with our carrier.

Please note that claims must be made in good faith and supported by accurate evidence. We reserve the right to decline claims that appear fraudulent or that are not supported by the evidence provided.

Why We Don't Accept Change-of-Mind Returns or Exchanges

Every the MA walls artwork is printed and prepared individually after you order it. We don't hold inventory, and each print is unique to your order. Because a made-to-order print cannot be re-sold to another customer, we are unfortunately unable to accept returns or exchanges for:

  • Change of mind or buyer's remorse
  • The artwork not matching the look of your room
  • Incorrect size selection at checkout (please consult the size information on each product page before ordering)
  • Wanting a different size, artwork, or product type after your order has entered production
  • Minor color variation between your monitor and the printed artwork (see below)

Because each piece is manufactured on demand, we are also unable to offer exchanges for a different size or design. If you would like a different piece, a new order would need to be placed.

We know this is stricter than the return policy of big-box retailers, and we appreciate your understanding. To help you make a confident choice before purchase, each product page includes detailed size information, in-room previews, and high-resolution imagery. If you have any questions about a piece before buying, please reach out — we're happy to help.

A Note on Color Accuracy

We work hard to represent our artworks accurately online, but please be aware that colors may look slightly different between your screen and the printed piece. Monitors, phones, and tablets display colors in ways that are not perfectly reproducible in print, and each display is calibrated differently. Slight color variation is a normal characteristic of any printed product and does not constitute a defect.

Cancellations

Orders can be cancelled within 24 hours of placement, provided production has not yet started. To request a cancellation, email hello@themawalls.com with your order number as soon as possible. Once production begins, orders cannot be cancelled. In most cases, production starts within 24–48 hours of order placement, so we encourage you to contact us promptly if you need to cancel.

Consumer Rights by Region

This policy is in addition to — and does not limit — your statutory rights as a consumer in your country of residence.

Japan (日本)

For customers in Japan, this policy constitutes the return/refund terms (返品特約) as required under the Act on Specified Commercial Transactions (特定商取引法). As clearly stated in this policy, we do not accept returns for change of mind. All items are manufactured to order after purchase and cannot be re-sold. Claims for defective, damaged, or incorrect items are handled through our Quality Guarantee above. This disclosure is made in accordance with Article 15-3 of the Act on Specified Commercial Transactions.

United States

For customers in the United States, our Quality Guarantee above describes the remedies we provide for damaged, defective, or incorrect products. This policy does not affect any rights you may have under applicable federal or state consumer protection law, including the Magnuson-Moss Warranty Act.

European Union and EEA

Under EU consumer law (Directive 2011/83/EU on Consumer Rights, Article 16(c)), the 14-day right of withdrawal does not apply to goods that are made to the consumer's specifications or are clearly personalized. All the MA walls products are printed on demand specifically for each order and therefore fall within this exception. The right of withdrawal does not apply once production has begun.

This does not affect your statutory rights under EU consumer law. In particular, under the EU legal guarantee of conformity, you are entitled to a repair, replacement, price reduction, or refund for up to two (2) years from delivery if a product is found to be non-conforming.

United Kingdom

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation 28(1)(b), the 14-day right to cancel does not apply to goods made to the consumer's specifications or clearly personalized. the MA walls products fall within this exception. Your statutory rights under the UK Consumer Rights Act 2015 regarding defective or non-conforming goods are not affected by this policy.

Other Regions

For customers in all other regions, our Quality Guarantee applies as described, in addition to any statutory rights you may have under the consumer protection laws of your country of residence.

Refund Processing

Approved refunds are processed to the original payment method within 5–10 business days of approval. Please note that it may take additional time for the refund to appear on your statement, depending on your bank or payment provider.

Please note that customs duties, import VAT/GST, and customs handling fees paid by the recipient at delivery are collected by destination country authorities and are not refundable by the MA walls, as these amounts are not retained by us. Refunds issued by the MA walls cover the product price and, where applicable, shipping costs only.

Contact Us

If you have any questions about this policy, or need to file a quality claim, please contact us:

  • Email: hello@themawalls.com
  • Operator: ULTRO Inc. (株式会社ULTRO)
  • Address: Miyamasuzaka Building 609, 2-19-15 Shibuya, Shibuya-ku, Tokyo, Japan
  • Business Hours: Monday–Friday, 10:00–18:00 JST (UTC+9)