In general, we do not accept returns. Everything at Thatcher is made by hand in small batches, so some natural variation in appearance is normal (and beautiful!). However, in the rare case that any product is deemed defective or unfit for use, we will replace (never refund) any defective materials. Please do not cut any material prior to examining. By cutting or otherwise using the product, the product is considered acceptable and is not eligible for claim.
Unused material is not eligible for return. If you have any material leftover from your project, we strongly recommend that you keep this as “attic stock”. Attic stock is wallpaper/tile/fabric which is stored away in case any of the wallpaper/tile/fabric is damaged in the future.
Thatcher Policies - Product Inspection:
Wallpaper Inspection: Examination of the paper before hanging is the buyer's responsibility. We inspect every roll and every order of Thatcher before shipping. However, the buyer/installer should carefully examine this wallpaper for color, design, quantity, and imperfections before installing. Some natural variation in print appearance is normal (and beautiful!). Ensure that all rolls are part of the same dye lot, have no variation in color, have no print flaws, and that there are enough rolls to complete the job. If any errors in the aforementioned are found, we ask that you submit the claim for review within two weeks of having received the wallpaper. It is imperative that any issues are addressed prior to cutting or installing. Do not cut any of the wallpaper (even rolls deemed fit) in your order prior to speaking with us. By cutting the wallpaper, the buyer/installer has approved the wallpaper for use, and no claims for return may be made. Thatcher is not responsible for material that has been either cut or installed, and is not liable for any installation or other expenses, even if the materials are incorrect, damaged, or otherwise unacceptable. Please note that Thatcher will exchange but not refund any wallpaper that is deemed unfit for use.
Tile Inspection: Examination of the tile prior to installing or cutting is the buyer's responsibility. Because each tile is handmade, you can expect variations in thickness, color, and slight variations in pattern. You can also expect irregular edges, occasional chipped edges, and cracked or crazed surfaces. These qualities are a part of the handmade cement tiles and are not considered defects. Cement tiles are known for their nuance and irregularities - that is part of the handmade charm. The colors shown on our website, and even in physical samples that you may have received are approximations of what you can expect in your tile order. If your project requires exact color matches, either to what you have seen in our photos or in your sample tile, then cement tile is not recommended for your project, since nuanced, slightly varying color is expected in this product. 2-3% breakage is considered normal. Dust and residue upon the tile should be cleaned from the tiles prior to installation and is not considered a flaw. Upon the tile’s arrival, inspect the tile. You have 72 hours to report any issues with your order. Any of the above variations in the product are not considered flaws and are not subject to claim. By installing, cutting, or otherwise working with the tile, the buyer or installer has agreed to accept the tile, and no claims may be made. Please note that Thatcher will exchange but not refund any tile that is deemed unfit for use.
Fabric Inspection: Examination of the fabric prior to cutting is the buyer/fabricator's responsibility. Ensure that all bolts are the correct color and pattern, are all part of the same dye lot, have no variation in color, have no print flaws, and that there is enough fabric to complete the job. If any errors in the aforementioned are found, we ask that you contact us right away, and we will promptly reply. It is imperative that any issues are addressed prior to cutting or otherwise using the fabric. Do not cut any of the fabric (even material deemed fit) in your order prior to speaking with us. By cutting the fabric, the buyer/fabricator has approved the material for use, and no claims for return may be made. Thatcher is not responsible for material that has been either cut or otherwise used, and is not liable for any labor or other expenses, even if the materials are incorrect, damaged, or otherwise unacceptable. Please note that Thatcher will exchange but not refund any material that is deemed unfit for use. Claims must be made within two weeks of receiving your shipment.
Sale of Goods:
We sell all of our products with the belief that they are of suitable quality and will serve their intended purpose. You as the customer must take into account your particular situation and the conditions of the intended installation site. Any and all defects must be reported immediately when discovered, prior to cutting the wallpaper or tile. Claims for wallpaper must be made in two weeks, and claims for tile must be made in 72 hours. Products will be replaced, not refunded. Our liability will not exceed the purchase price and/or invoiced value of the goods in question. We are not liable for indirect, consequential, special, financial, or other losses or exemplary damages, whether based in contract, tort, warranty, strict liability or otherwise.
60 Day Quote Validity:
The quote provided to you is valid for a period of 60 days from the date of issuance. After this time, prices and availability may change, and we cannot guarantee the accuracy of the quote. We reserve the right to modify or withdraw the quote at any time, without prior notice. Quotes are provided for informational purposes only and do not constitute a binding contract or offer.
Strikeoffs and Commercial Variance:
Slight color variation (commercial variance) may occur between print runs. We recommend ordering final materials no more than 1 month after receipt of strikeoff to limit commercial variance.
International orders are shipped via FedEx or UPS. Please note that your order may be subject to import duties and taxes, which are levied once a shipment reaches your country, and you will be responsible for paying all additional charges for customs clearance. Please also note that an accurate phone number on your payment and shipping information will ensure that your order is less likely to be held up in customs. We cannot mark merchandise shipped overseas as a gift or otherwise lie about the product’s value to skirt or reduce customs fees.
We recommend the Easy Ship “Duties and Taxes Calculator” as a resource for estimating customs costs in advance of your shipment.*
*Please note that customs charges in other countries are beyond our control, and subject to change at any time. We are not responsible if customs charges are different than quoted, as any provided customs costs are for estimation purposes only, supplied in good faith, for your convenience, but with no guarantees.
Please contact your local customs office for specific information about what you can expect to pay in customs fees. AU & CA: