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Returning Products To OnWall Solutions It is important to us that you’re happy with your purchase, so we’re happy to accept returned items for any reason within 30 days of the date you received the product. We will refund the full purchase price less a 15% fee that helps to cover the shipping costs we incurred when we originally shipped your products (we have no separate shipping charges, so these costs are built into our product prices). There are some points that we’d like you to be aware of if you’re planning on returning items to us:
- Please contact us before shipping any products back! The address listed on this site is not a warehouse location, and cannot accept returned products. The address to ship returned products to will depend on your location, and the product you’re returning, so you need to let us know first so we can give you correct shipping instructions. The contact information for OnWall's Customer Service is at the end of this section.
- You are responsible for shipping costs. OnWall Solutions cannot refund the cost of shipping products back to us, or any shipping costs charged when the order was placed. Also, you are responsible for ensuring that the products get back to us in the same condition that we shipped them. Because of this, we recommend that you use a carrier that offers insurance as part of its service (we normally use UPS).
- We cannot accept returns of incomplete packages. For example, if you buy a pack of six hooks, we cannot accept a return of three of them! Of course, if you purchased two packs of six hooks, we’d happily accept one complete pack as a return.
Customer Service Contact Information:
Warranty Information
All products offered by OnWall are sold with at least a one year warranty that the products will be free from material defects in materials and workmanship. Please let OnWall Customer Service know if you need to make a warranty claim. If more than a year has passed since you purchased the product, we'd still like to know - our products are designed to last a long, long time, so we'll do what we can to make things right.
Order Cancellation:
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To request cancellation of your order, please visit the 'Contact Us' page and call our Customer Service at 1-877-466-WALL (9255). We make every attempt to cancel an order upon each request. However, we cannot cancel an order once it has been processed. If a package is in transit when your request is made, cancellation of this order will not be possible. Refusal of delivery will not prevent original shipping charges, return shipping fees or any restocking fees from applying to any refund allowed.
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