Refund policy
We're Here to Help
Every Fable and Fawn order is custom printed to order in our Melbourne studio, especially for you.
As each wall decal and wallpaper order is made specifically for your requirements, returned products cannot be resold.
Because of this, we do not accept returns or exchanges for change of mind, incorrect selections or ordering the wrong size.
If you're unsure which product is right for your project, we recommend visiting our Information page before purchasing. It includes our Wall Decal Guide and Wallpaper Guide, with helpful advice on wall suitability, installation and care so you can order with confidence.
Damaged, Incorrect or Faulty Products
Please inspect your order when it arrives.
If your order arrives damaged, you receive an incorrect item, or you believe there is a genuine manufacturing fault, please contact us as soon as reasonably possible with your order number and clear photographs showing the issue.
Prompt notification helps us investigate while the details are still fresh and resolve the issue as quickly as possible.
Manufacturing faults are assessed on a case-by-case basis. We may request additional photographs, information about the installation conditions, or ask for the product to be returned for assessment. This allows us to determine whether the issue relates to the product itself or external factors such as the wall surface, paint type or installation.
If we determine that your product has a genuine manufacturing fault, we'll provide an appropriate remedy in accordance with Australian Consumer Law. Depending on the nature of the issue, this may include a repair, replacement or refund.
Products Damaged in Transit
If your parcel appears to have been damaged during delivery, please keep the product, packaging and all parcel contents and contact us with clear photographs.
Australia Post may require the recipient to present the damaged parcel, packaging and contents at a local Post Office as part of its compensation process. If this is required, we'll explain the steps and guide you through the process.
Please do not dispose of the parcel, packaging or damaged product before the matter has been assessed, as Australia Post may require the item to be inspected before approving a compensation claim.
Returning Products for Assessment
Please do not return a product without contacting us first.
If a return is required, we'll provide the correct return address and instructions before it is sent.
Unless otherwise required under Australian Consumer Law, customers are responsible for the initial cost of returning products to us for assessment.
If a genuine manufacturing fault is confirmed, we'll reimburse reasonable return postage costs or arrange another appropriate solution.
Please use a tracked postage service and retain proof of lodgment.
Please do not dispose of, cut, install, alter, repair or otherwise modify the product until we've completed our assessment, as this may affect our ability to determine the cause of the issue.
Wall Compatibility
Our removable fabric wall decals and wallpaper are designed for most smooth, clean, dry painted walls in good condition.
Some wall surfaces and specialised paint finishes, including certain Wash & Wear, washable, wipe-clean, stain-resistant and textured finishes, may not be compatible.
Please review our Information page before purchasing and installation. It explains suitable wall types, paint finishes, recommended wall preparation and installation instructions.
Installing your product onto an unsuitable wall surface may result in adhesion issues that are related to the wall rather than the product itself.
As every home is different, product performance may also be affected by circumstances outside our control, including:
- Paint formulation and condition
- Insufficiently cured or poorly bonded paint
- Wall preparation and surface texture
- Dust, residue or cleaning products
- Humidity, heat and other environmental conditions
- Installation, repeated repositioning or storage conditions
Where our assessment determines that lifting, peeling or another adhesion issue has been caused by the wall surface, paint, environmental conditions, storage or installation rather than a manufacturing defect, it is not considered a product fault.
If you're ever unsure about your wall or paint finish, we're always happy to help before installation.
Colour & Print Variations
We make every effort to accurately represent our colours online. However, colours may appear slightly different in print than they do on your phone, tablet or computer due to differences in screen settings and device calibration.
Minor colour variations between your screen and the printed product are not considered manufacturing faults.
Because every order is custom printed, slight colour variation may also occur between separate print runs. If you're decorating a single room, we recommend ordering all coordinating products together to achieve the closest possible colour match.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits your rights under Australian Consumer Law.
Our Commitment
We take great pride in every product we create and want you to love your purchase.
If something doesn't seem right, please get in touch. We'll assess every situation fairly and work with you to find the most appropriate solution.
Need a Hand?
If something hasn't gone to plan, please contact our team at admin@fableandfawn.com.au before attempting any repairs, modifications or third-party adhesive solutions.
We'll always do our best to help and guide you towards the best possible outcome.