At Decorfy, customer satisfaction is at the heart of everything we do. We understand that sometimes a return or refund may be necessary, and we are committed to making the process as simple and transparent as possible.
1. Eligibility for Returns
We accept returns under the following conditions:
- The return request is initiated within 14 days of receiving your order.
- The item is unused, undamaged, and in its original packaging with all tags, labels, and accessories included.
- For perishable items such as live plants, returns are only accepted if the product arrives damaged or in unsatisfactory condition.
2. Non-Returnable Items
The following items are not eligible for return:
- Custom or personalized orders
- Gift cards
- Perishable products that have been removed from their packaging or improperly cared for
3. How to Initiate a Return
To start a return, please follow these steps:
- Contact Us: Send an email to contact@decorfy.shop or call us at +44 7529 286360 within the return period.
- Provide Details: Include your order number, a brief description of the issue, and photos if applicable (e.g., damaged or defective items).
- Await Confirmation: Our team will review your request and provide further instructions on how to return the item if it is eligible.
4. Return Shipping
- Customers are responsible for return shipping costs unless the return is due to a fault on our part (e.g., incorrect or damaged item received).
- We recommend using a tracked shipping service to ensure your return reaches us.
5. Refund Policy
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund:
- Approved Refunds: Refunds will be processed within 5-7 business days and credited to the original payment method.
- Partial Refunds: In some cases, a partial refund may be issued (e.g., items not in original condition or missing parts).
- Rejected Refunds: If the item is not eligible for a refund, we will notify you and return the item to you at your expense.
6. Exchanges
We offer exchanges for items that arrive damaged or defective. Please contact us within 48 hours of receiving your order to arrange for an exchange.
7. Damaged or Defective Items
If your item arrives damaged, defective, or not as described:
- Notify us within 48 hours of delivery.
- Provide clear photos of the item and its packaging.
- We will either replace the item, offer a full refund, or provide store credit, depending on your preference.
8. Late or Missing Refunds
If you haven’t received a refund within the stated timeline:
- Check with your bank or credit card company, as processing times may vary.
- Contact us at contact@decorfy.shop for assistance if the issue persists.
9. Contact Us
For any questions or concerns regarding our Refund and Return Policy, please reach out:
- Email: contact@decorfy.shop
- Phone: +44 7529 286360
- Live Chat Support: Available during business hours
We value your trust and are dedicated to ensuring your experience with Decorfy is nothing short of exceptional.