Returns and Thatcher Policies
Lead Times:
Sample orders will ship within one week of order via USPS Ground or FedEx 2-Day. If you need expedited service please email us at sales@thatcherstudio.com.
Residential wallpaper orders will ship within one week of purchase if the product is in stock and will ship via FedEx Ground or 2-Day service depending on the shipping rate selected at checkout. If the product is not currently in stock, the wallpaper can have up to a 10-12 week lead time.
Commercial wallpaper is made to order and can have a lead time of 4-7 weeks depending on project scope. Commercial orders will ship via UPS Ground service. If you need expedited shipping service or a lead time check, please email us at sales@thatcherstudio.com.
Tile orders ship via freight service. If the product is not currently in stock, the tile can have up to an 8-10 week lead time plus transit. Please inquire at sales@thatcherstudio.com for a custom freight quote for your tile order.
Fabric orders are made to order and can have a 2-4 week lead time. Custom orders that require strike-offs for approval will have additional lead time of ~2 weeks.
Have you already spoken to someone at Thatcher HQ about the lead time of your order? If so, you can rest assured that the lead time that you were told is correct, regardless of this email. If you have not yet spoken to anyone at Thatcher HQ about the possible lead time of your order, please email us at sales@thatcherstudio.com or call 503.875.0428.
Thatcher Returns
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 wallpaper/tile is deemed defective or unfit for use, we will replace (never refund) any defective wallpaper or tile. Please do not cut any wallpaper or tile prior to examining. By cutting or otherwise using the product, the product is considered acceptable and is not eligible for claim.
Unused wallpaper or tile is not eligible for return. If you have any wallpaper or tile leftover from your project, we strongly recommend that you keep this as “attic stock”. Attic stock is wallpaper/tile which is stored away in case any of the wallpaper/tile is damaged in the future.
Thatcher Policies
Wallpaper Inspection: Examination of the paper prior to hanging is the buyer's responsibility. Ensure that all rolls 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 are enough rolls 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 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. Claims must be made within two weeks of receiving your shipment.
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.