Refund policy
Last updated: 6 September 2026
5wallart.com is operated by DV Marketing LTD. Contact our team at [email protected] or +359 884 505 011 for returns, exchanges or a problem with an order.
100-day return guarantee for standard PVC panels
You may request a return of standard, non-personalized modular PVC wall art panels within 100 days of delivery. For this voluntary guarantee, items must be unused, uninstalled, undamaged and in their original condition, with the original packaging, mounting elements and all included components. Please provide your order number or other proof of purchase.
Contact us within the 100-day period and send the item back within 14 days of your return request. Return shipping is paid by the customer unless the return concerns a confirmed defect, damage or an error on our part. Approved refunds under this voluntary guarantee cover the returned product price and are processed within 14 days after receipt and inspection.
This additional guarantee does not apply to personalized or custom-made products. Its conditions do not restrict your statutory rights, including the right of withdrawal described below.
Statutory right of withdrawal
EU consumers can cancel an eligible online purchase without giving a reason by notifying us within 14 days of delivery. Send a clear withdrawal statement by email or post, identifying yourself and the order. Send the goods back within 14 days after notifying us. You bear the direct return shipping cost.
You may inspect goods as necessary to establish their nature, characteristics and functioning. You may be responsible for diminished value caused by handling beyond that inspection; missing original packaging alone does not remove statutory rights.
Personalized products
The statutory withdrawal exception applies to goods made to the customer's specifications or clearly personalized. Simply printing a standard catalogue design after an order is placed does not, by itself, make it personalized for this policy. Rights concerning defective or non-conforming goods continue to apply.
Damaged, defective or incorrect goods
Contact us promptly with your order details and a description of the issue. Photos of the product, packaging and shipping label help us assess damage, but do not replace or limit your legal rights. Do not send an item back without contacting us for the appropriate return arrangements.
Consumers retain the applicable legal guarantee, including at least two years in the EU. Depending on the circumstances, remedies include repair, replacement, price reduction or refund under applicable law. We cover necessary return costs for a valid defect claim. The 100-day voluntary return deadline does not limit defect claims.
Refund method and timing
For statutory withdrawal, we refund payments, including the cost of our least expensive standard outbound delivery for a fully withdrawn order, within 14 days of being informed. We may withhold payment until the goods or evidence of their return arrive, whichever comes first. Optional premium delivery costs need not be reimbursed.
Refunds use the original payment method unless you expressly agree to another method without additional fees. For cash on delivery, we will agree the refund method with you and may request bank details securely. Your bank may take additional time to display the credit.
Return address and procedure
DV Marketing LTD / 5wallart
ul. "Kapitan Dimitar Spisarevski" 38
1592 Sofia, Bulgaria
Phone: +359 884 505 011
Email: [email protected]
Include the order number, product details and whether you request a return, exchange or defect remedy. Please pack the item securely and retain proof of dispatch. Sending us the tracking number helps us identify the parcel.
Optional withdrawal notice
You may use the following wording, but it is not mandatory: “I withdraw from my contract for the following goods: [items]. Order number: [number]. Ordered on: [date]. Received on: [date]. Customer name and address: [details]. Date: [date].” Send it to the email or postal address above.