Refund and Returns Policy

Last updated: October 02, 2025 · Applies to: Decorative Wall Maps only · Currency: USD Regions served: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal

About this page

Gnarape designs and crafts decorative wall maps and accepts returns from the regions listed above. This policy details how Gnarape resolves issues and how returns, exchanges, and refunds are managed for wall map purchases. All financial amounts are managed in USD. Where eligibility allows, Gnarape issues the return label and settles VAT/GST, duties, brokerage, and customs processing for the return, so nothing is due at the door when Gnarape’s prepaid paperwork is utilized (DDP on returns where available).

Quick Overview

• Return window: 30 days from delivery. Initiate the process by contacting support with your order number.
• No extra charges on eligible returns: Gnarape provides the prepaid parcel label and covers cross-border taxes and duties when Gnarape documents are used. No restocking fee on eligible returns.
• Refund timing: Within 7 business days after the returned item arrives and passes inspection, the amount is refunded in USD to the original payment method (store credit available upon request).
• Proof of purchase: Your order number or the email/phone used at checkout.
• Support cadence: Replies typically within 1–2 business days on working days (CST).

Return Eligibility for Decorative Maps

• Condition: Items must be in new, unused, and unmodified condition. This is essential to ensure the delicate wood and cork components remain protected during return transit.
• Non-Eligible Conditions: Evidence of use or alteration—such as scratches, dents, stains, odors, signs of installation (glue, permanent adhesives, drilled holes), or refinishing—voids eligibility for preference returns.
• Packaging: Include original protective materials whenever feasible (foam, corner guards, mounting hardware packs, instructions). If the original packaging is unavailable, you must repack the map to an equal or higher level of protection.
• Altered Items: Maps that have been installed (glued or permanently fixed) or structurally altered may be returned only when Gnarape confirms a manufacturing defect or verified carrier damage.
• Intended Use: Intended use is indoor residential/studio.
• Origin: Return shipments must originate from the regions listed above.

Natural Wood, Naturally Unique

Solid timber and cork materials vary naturally in grain, tone, small knots, and surface texture. These are inherent, authentic material characteristics, not defects, and will be assessed accordingly in every covered country.

If Something is Wrong (Damage, Defect, or Wrong Item)

If a map arrives damaged, has a production fault (e.g., misaligned segments, coating chip), or does not match the ordered model/size/finish, Gnarape will swiftly correct the issue. Common defects include mis-cut edges, delamination of layers, or missing mounting hardware.

• Resolution: Gnarape provides prepaid return shipping (prepaid parcel label) and offers either a replacement subject to stock/handling time or a full USD refund. Any outbound shipping fee paid at checkout for that item is refunded. For minor cosmetic concerns where a faster high-quality fix exists, Gnarape may send replacement parts or a suitable touch-up kit.
• International Issues: For international returns, Gnarape covers VAT/GST, duties, brokerage, and customs processing when Gnarape’s label and return documentation are used (DDP on returns).

Change of Mind (Aesthetics, Size, or Finish)

Preference returns (change of mind) are accepted within 30 days if the item is unused and properly repacked. Gnarape pays the return shipping fee; you do not pay beyond your original checkout amount. After inspection confirms all components are present and the map is in like-new condition, Gnarape refunds the product price in USD.

• Outbound Shipping: Original outbound shipping fees, if any were paid at checkout, are not refunded on preference returns.
• Exchanges: For preference exchanges, any price difference is settled in USD at the time of processing the exchange.

Items Not Eligible for Return

• Gift cards, final-sale/clearance items, and custom-request maps (e.g., non-standard sizes, special color combinations, engravings) unless defective or damaged at delivery.
• Maps that have been used, installed (permanently affixed), modified, or refinished.
• Orders that included a promotional bundle or free gift must return all items; otherwise, Gnarape may deduct the prorated value of missing items from the refund total.

How to Start a Return

• Initiate: Email [email protected] or use the site contact form within 30 days of delivery, including your order number plus a short description of the reason.
• Damage/Defects: For damage or defects, contact Gnarape within 72 hours and attach clear photos or a brief video of the outer carton, inner packing, and the affected map area. Keep all packaging until the next steps are confirmed.
• Authorization: Gnarape responds within 1–2 business days. If eligible, Gnarape will issue a prepaid parcel label and provide detailed packing guidance.
• Return Address: Gnarape Returns Department, 1325 Royal Lane, Irving, TX.
• Deadline: Labels and return authorizations generally expire after 10 calendar days; please ship the item within that timeframe. After the first carrier scan, transit risk transfers to Gnarape. Returns must include the Gnarape Return Authorization provided with the label; shipments sent without prior authorization may be delayed.

Packing Guidance for Maps

• Protection: Immobilize map segments so nothing shifts or scrapes in transit.
• Reuse: Reuse original foam and corner guards whenever possible.
• Hardware: Bag all hardware and tools and secure the bag inside the carton.
• Replacement Carton: If the original carton is gone, use a new, sturdy box with thick padding on all sides and seal every seam firmly.

What Inspectors Check on Arrival

Reviewers will confirm the model, size, and finish; verify all components and hardware are included; check for any signs of use or permanent alteration; and ensure protective packing was adequate to prevent new damage during the return trip.

• Deductions: If parts are missing or protection was inadequate resulting in new transit damage, Gnarape may reduce the refund to cover necessary repair or replacement parts. No new fees are charged to you; Gnarape coordinates and pays the required logistics.

Refund Timing and Method

After the return arrives and successfully passes review, Gnarape processes the refund within 7 business days to the original payment method in USD (major cards or PayPal). Store credit is available on request. Card issuers and banks may require additional business days to post the funds. Any FX conversion or spread is determined solely by your card issuer or bank.

Exchanges

• Eligibility: Requests for a different size or finish are accepted for 30 days when inventory allows.
• Shipping Coverage: For preference exchanges, Gnarape covers shipping both ways. For issue-based exchanges (damage, defect, wrong item), shipping is also covered.
• Timing: Replacements ship after the original item is received and passes inspection; cross-shipping (sending the new item before receiving the old one) is generally not available.

Refused Deliveries and Undeliverable Shipments

If a delivery is refused without prior notice and the carrier reports no damage, Gnarape will still coordinate the return and cover carrier charges. Gnarape can reschedule delivery at no cost or issue a refund as outlined above after the item is received and inspected.

• Damaged Refusal: If refusal is due to visible carrier-caused damage noted with the driver, Gnarape will handle the claim and no re-delivery fees apply.

Taxes, Duties, and Customs on Returns (International)

For eligible returns from covered countries, Gnarape prepares the re-import documents and pays VAT/GST, duties, brokerage, and customs processing, provided you use Gnarape’s prepaid label and instructions. Using an unapproved, self-arranged courier shifts responsibility for customs charges and potential loss/damage entirely to the sender and may delay processing significantly.

Processing and Shipping Times Reference

• Handling Time: Most maps prepare to ship in 1 business day (Mon–Fri; U.S. public holidays excluded).
• Typical Post-Dispatch Transit: Ranges are 3–5 business days to the U.S. & Canada, 4–6 to Europe & UK, and 5–7 to Australia.
• For full service methods and tracking behavior, see Gnarape’s Shipping Policy.

Regional Compliance Notices

• EU/UK Consumer Rights: Nothing here limits statutory rights in the EU/UK (including cooling-off rights where applicable). Where local law provides a longer mandatory window or additional remedies, Gnarape honors the greater protection.
• Payment and Currency: All refunds and exchanges are calculated and issued in USD. Any FX conversion shown by your card or bank is determined by that provider.

Need Assistance?

Gnarape replies within 1–2 business days (Mon–Fri, CST). For faster resolution, include the order number, delivery address, and photos or video when reporting damage or defects.

Address: 1325 Royal Lane, Irving, TX, 75063

Phone: +1 (214) 918-9502

Email: [email protected]

Support Time: Mon–Sun: 8:00 AM-5:00 PM CST