Refund policy
Returns
Please carefully check all measurements as detailed in photos and Descriptions.
Be sure to take measurements at home before purchasing. Display photos are only 3D model demonstrations of what the product look likes but are not in exact proportion to the furniture in your home.
We only accept return of products if they are defective or are faulty item/s. However, if there are parts we can replace we will send replacement through post with tracking.
Buyer are required to notify Decorly within 10 working days in the unlikely event that the item arrives damaged or faulty.
To complete your return please contact decorly customer support directly. You will need to state your order number, describe the problem precisely and provide evidence photos & video to support your claim, and state whether you are requesting a replacement, repair, refund or credit. Please do not send your purchase back to the manufacturer.
Non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
What should I do if there is a part missing?
Please check the packaging very thoroughly as the small components might become loose during the shipping. If there is a part/s missing, please contact us immediately so that we can offer our assistance. We will send replacement or organise a solution if parts are not available in a short time.
Exchanges (if applicable)
We only replace items if they are defective or damaged. Therefore please take measurements and read description carefully before purchase. If you need to exchange defective product, please contact decorly customer service via contact form and we can help you organise the return address.
Warranty
We generally offer 12-months warranty, unless stated otherwise.
Electronic products comes with 3-months warranty.
The following terms and conditions apply to warranty:
Damage on Arrival (DOA) Warranty
Buyer are required to notify Decorly within 10 working days in the unlikely event that the item arrives damaged or faulty.This warranty only applies to items that are broken when arrived or appear to be not functioning on initial usage.
The following terms and conditions apply to DOA warranty:
- Buyer must check their item(s) and report the damages or faults (pictures or videos) to us by email after receiving the item(s). We reserve the right to refuse any claims made after this time frame or additional charges (postage and handling) may apply.
Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval.
To make a claim, you need to describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.
Refund generally takes up to 2 working days to process and will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.
A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact decorly customer service via contact form.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Return Shipping
To return your product please contact decorly customer service via contact form.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Buyer are required to notify Decorly within 10 working days in the unlikely event that the item arrives damaged or faulty.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you decide to use your own courier service, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.