Return & Replacement Policy

We want you to love your WallTerra purchase, but we understand that sometimes things don't work out. Here's our return policy to ensure a smooth process for you:

1. Return Window:
You have 30 days from the marked delivery date to return your purchase.

2. Sale Items & Coupon Codes
Items on sale are final and cannot be exchanged, returned, or refunded. If you have a coupon code, ensure you use it within its active duration. Remember to input valid coupon codes before completing your purchase. Unfortunately, we can't apply coupon codes post-checkout or after expiration. Our prices are set and do not match those from other websites or companies.

3. Restocking Fee
All returned items are subject to a 20% restocking fee. This fee will be deducted from the refund total before any shipping costs. Please note that this applies to all returns, regardless of the reason for the return.

4. Return Condition:
To be eligible for a return, your item must be:

  • Undamaged.
  • Unopened.
  • In the same condition that you received it.

5. Replacements
If your order seems to have gone astray and is lost, you have the option to request a replacement. Your eligibility for an exchange or replacement will depend on the specifics of your order. Please note that we cannot dispatch replacements due to courier shipment delays until there's an official confirmation of the loss. Once the loss is confirmed, a claim will be filed on your behalf, and we'll ensure that replacements are dispatched promptly. For any further questions or concerns regarding replacements, don't hesitate to get in touch with us via phone or email.

6. Return Shipping Costs:
You will be responsible for paying for your own shipping costs for returning your item. Return shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

7. Trackable Shipping:
We recommend using a trackable shipping service or purchasing shipping insurance when returning items. We can't guarantee that we will receive your returned item without it.

8. Refunds:
Once we receive and inspect your returned product, we will notify you of the status of your refund. We will process your refund to your original payment method if your return is approved.

9. How to Initiate a Return:
To start your return process, please submit a Return Merchandise Authorization (RMA) request here.

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Return Policy

Frequently Asked Questions

Each package contains two panels with the following measurements:

Panel Height: 94.49” (240cm)
Panel Width: 23.62” (60cm)

Weight: 39.68 lb per box.

The panels are available in a single size, but they can be interconnected both horizontally and vertically to achieve your desired dimensions.

Longer sizes up to 10ft are available as a special order.

Yes, we can produce panels in custom sizes up to 10 feet in length. These are available as special orders and require a minimum quantity. The production timeline for custom-sized panels can be up to 2 months. For more information about special orders, including minimum quantities and specific requirements, please use the 'Contact Us' form on our site. We're here to assist you in tailoring our products to your unique needs.

The WallTerra acoustic wood wall panels are designed exclusively for indoor applications.

In-stock products are typically shipped the same or the next business day and delivered within 2-4 business days for most provinces. You can view the estimated delivery time during the checkout.

Our panels are well-suited for these spaces if they're not directly exposed to water. We recommend applying a water-resistant finish to the front of the slats to safeguard them against moisture and humidity.

The consistent source of wood ensures a consistent look, although natural variations like knots, slight cracks, and colour differences can occur due to the natural nature of the wood. 

Adapting the panels to fit around objects is straightforward. The slats can be cut widthwise using a saw, and the felt can be cut lengthwise with a sharp blade, enabling you to customize the fit around any items on your surface. 

The panels are versatile and can be installed on a variety of surfaces, such as brick, concrete, and plasterboard.

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Have any questions?

If you can't find the information you're looking for, our dedicated team is here to help.