Returns & exchanges

Shop with confidence.

Thirty days to change your mind on sealed boxes. Here is exactly how it works, what it costs, and the two or three things that trip people up.

First, the thing that surprises people

TERRA is real solid wood and is unique by nature. Every plank carries its own variations in color, grain and texture. Those are natural characteristics, not defects — they are the reason the wall looks like wood and not like a print.

LOFT is engineered wood with a decorative melamine finish and is consistent panel to panel. If LOFT panels do not match each other, that is a defect and we replace them.

Not sure a finish is right for your room? Order a sample first — it is the cheapest way to be certain.

1

Email us within 30 days

Write to support@fwwalls.com within 30 days of receiving your order. Include clear photos of the product and its current packaging, plus a short note on why you want to return it.

2

We review and authorize

We check the request against the conditions below and reply with authorization and detailed return instructions. Nothing ships back before that.

3

Start the return in the portal

Once approved, open the return portal, enter your order number and email, and follow the steps. You will get the label and the address there.

4

Refund after inspection

Refunds go back to your original payment method within 3–5 business days after we receive and inspect the products.

What we can accept

  • Boxes that are new and sealed.
  • One box may have been opened for inspection — if it is complete, with all contents inside, and securely resealed.
  • Product that is unused and uncut.
  • Requests made within 30 days of delivery.

What we cannot accept

  • Cut, installed or used planks and panels.
  • Samples, trims and accessories — these are not returnable.
  • Custom or special orders.
  • Natural variation in TERRA color, grain or texture (see above).
$65 flat feeApplies to all returns. Covers return shipping and processing.
Exchanges are freeWithin 30 days. If you upgrade, you pay the price difference only.
3–5 business daysRefund to your original payment method after inspection.
Start a return Email support first

Questions before you buy? Read the FAQ or contact us — we would rather help you choose right than process a return.

Before you start

Returns, answered honestly.

Can I return a box I already opened?

One box may be opened for inspection as long as it is complete, all contents are inside and it is securely resealed. Boxes missing pieces, or product that has been cut or installed, cannot be returned.

Why is there a $65 fee?

Wall panels are heavy and bulky. The flat $65 covers return freight plus inspection and restocking. It is the same for every order so there are no surprises — and exchanges within 30 days are free.

The color looks different from the photos. Is that a defect?

No. Real wood varies plank to plank, and screens shift color. That variation is the material, not a fault. If you want certainty before ordering boxes, order a sample and hold it against your wall in daylight and at night.

Can I return samples?

Samples, trims and accessories are not returnable — and they do not need to be, because a sample is yours to keep. It exists precisely so you can test a finish on your own wall without committing to boxes.