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Customer care
How to inspect your order, request a return and resolve a damaged, incorrect or cancelled purchase.
Inspect the design, finish, colour, dimensions, quantity and visible condition of all materials before opening, peeling, cutting or fixing them. Compare the delivered items with your order and keep the packaging and invoice. If something appears incorrect or damaged, stop using the affected material and contact us before installation.
A return may be requested for unopened, unused standard materials within 7 days of delivery. Items should be in their original condition, with the original packaging, labels and any supplied accessories. A request needs to be reviewed and approved before goods are sent back.
For products supplied in sets or packs, identify the complete set or pack you wish to return and its piece count. Please include photographs showing the condition of the packaging and contents so our team can assess the request.
Opened wallpaper rolls, cut or peeled sheets and panels, installed materials, custom orders and clearance items are not eligible for a standard change-of-mind return. Materials damaged through unsuitable storage, handling or installation cannot be treated as transit damage.
These standard-return exclusions do not prevent you from reporting goods that arrived damaged, defective or different from what you ordered. Such concerns are reviewed separately, and this policy does not limit rights available under applicable law.
Report transit damage within 48 hours of delivery. Send your order ID, photographs of the outside packaging and shipping label, and close-up photographs of the affected items. Keep the goods and packaging available while the issue is reviewed.
For an incorrect product, missing quantity or another product concern, contact us promptly with the same supporting details. We will assess the issue and discuss the appropriate replacement, return or refund arrangement. Do not install affected items while waiting for instructions.
Contact our team with your order ID, the phone number used at checkout, the item or set you want to return, the quantity, photographs and the reason for your request.
Wait for approval and return instructions before sending goods back. Our team will confirm the return address, packaging requirements and collection or shipping arrangements, including who is responsible for any return transport cost. Please do not send goods to an unconfirmed address.
Contact number: +91 96534 49534
Email: contact@newfameplywood.com
Returned materials are checked against the approved request and their condition on arrival. If an exchange is agreed, the replacement depends on stock and availability of the required finish or batch. We will confirm any price difference and delivery arrangements before proceeding; an identical batch cannot be assumed without confirmation.
For an approved refund, our team will confirm the amount and method after the return or cancellation has been reviewed. Refunds for online payments are normally arranged through the original payment channel where supported. Bank-transfer refunds require appropriate verified account details.
The time before a refund appears in your account depends on the payment provider and bank. We will share the refund reference when available. If the credit has not appeared after the communicated processing period, contact us with your order ID. We do not need your password or an OTP to investigate a refund.
Contact us as soon as possible if you want to cancel or change an order. We will check whether packing, dispatch or custom preparation has begun before confirming what is possible. After dispatch, a cancellation request may need to be handled through the applicable return process. Do not assume an order is cancelled until our team confirms it.
Screen settings and room lighting can affect how a colour or texture appears online. Natural-looking patterns and production batches can also vary. If a precise match is important, visit the shop or discuss the finish before ordering. Check measurements and the pieces per set carefully, and contact us for guidance before ordering extra material.
