Refund policy
Last updated: May 28, 2025
Returns
We accept returns on eligible items within 14 days of delivery (including weekends), as required by EU law.
To initiate a return, please contact us at hello@surlemurboutique.com before sending any items. Returns must be sent to:
Thorvald Bindesbølls Plads, Vesterbro, 1799, Copenhagen, Denmark.
Customers are responsible for the return shipping costs. The return deadline is met if the package is shipped before the 14-day period expires. Items sent back without prior authorization will not be accepted.
Returned items must be in their original condition, including packaging. You are responsible for any loss in value resulting from handling the item beyond what is necessary to assess its nature, quality, or function — as you would in a physical store. If the item shows such signs of use, a partial or no refund may be issued. Assessment is made at Sur Le Mur’s discretion.
Made-to-Order Art Prints and Objects
Most of our art prints and design objects are made to order specifically for each customer. These items are non-returnable and non-refundable, except in cases of defects or damage.
This includes any item clearly marked as “Made to Order” or “Printed Upon Request” on the product page.
In accordance with Article 16(c) of the EU Consumer Rights Directive, personalized or custom-made goods are exempt from the right of withdrawal.
If you are unsure whether your item qualifies as made-to-order, please contact us before placing your order.
Exchanges
Due to the custom and made-to-order nature of many items, we do not offer direct exchanges. If eligible, you may return your item and place a separate order.
Damaged or Incorrect Items
Please inspect your order upon delivery. If you receive a damaged or incorrect item, contact us immediately at hello@surlemurboutique.com with photos and a description. We will arrange for a replacement or refund.
Non-Returnable Items
We do not accept returns on the following:
- Made-to-order or personalized art prints and objects
- Gift cards
- Items returned without prior authorization
Warranty (Reklamationsret)
All products are covered by a 2-year warranty in accordance with the Danish Sale of Goods Act. This warranty covers material or manufacturing defects.
Any complaints must be submitted to us at hello@surlemurboutique.com within a reasonable time after discovering the defect. Complaints made within 2 months are always considered timely.
If the claim is approved, Sur Le Mur will reimburse reasonable return shipping costs.
The warranty is void if the product has been misused or handled contrary to its intended purpose.
Warranty claims sent via cash-on-delivery (COD) will not be accepted.
EU 14-Day Right of Withdrawal
For non-custom products, customers in the EU have the right to cancel their purchase within 14 days of receiving the item. The item must be returned in unused, original condition with packaging and proof of purchase.
This right does not apply to made-to-order or personalized art prints and objects, as outlined above.
Refunds
Once your return is received and approved, we will refund the purchase amount to your original payment method within 10 business days, minus the return shipping cost (if applicable).
Please allow additional time for your payment provider to process the refund.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at hello@surlemurboutique.com.
Do you have further questions?
We’re always happy to help – email us at hello@surlemurboutique.com.