RECEIVED A FAULTY ITEM?
We're sorry to hear you have received a faulty item! At Decorfaure, we take great pride in our quality and craftsmanship of each and every item. Customer satisfaction is our highest priority.
If you notice any damage when you receive your package, notify us right away; please send clear pictures of broken/damaged items and we will arrange for a prompt replacement at NO COST to you! If you need to exchange it for the same item, send us an email at firstname.lastname@example.org
You must send us an image/video of the broken/faulty product to be eligible for replacement. You must inform us of the faulty/damaged product within 48 hours of it being signed for otherwise we can not provide replacement for damaged item. Please note - we do not provide refunds for damaged items but will gladly replace them for no cost to you and will make sure you are satisfied with your purchase.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
If reshipping is not feasible because the product is unavailable or for any other reason, we will provide a full or partial refund (in cash or store credits). A partial refund applies in cases where part of the ordered item is defective - for example, if 1 out of a 5 person place-setting flatware is defective, this will allow for a 20% refund.
Rest assured, if something is not right, we will make it right as customer satisfaction is our priority.
DO I HAVE TO PAY FOR THE RETURN?
We will be responsible for shipping costs and product replacements for those products that meet the following conditions:
- Product received is totally different from the order
The buyer is responsible for shipping costs for any other reason not listed above.
Additional non-returnable items:
Items sold under a promotion
Items that are in sale
PLEASE NOTE - 20% RESTOCKINGAND HANDLING FEES APPLY TO ALL RETURNED PRODUCTS WHICH ALSO INCLUDES THOROUGH SANITISATION OF THE ITEMS BEFORE THEY GO BACK TO WAREHOUSE. RETURNS ARE NOT AVAILABLE FOR SALE ITEMS.
WHERE DO I SEND MY RETURNS?
The customer support will contact you to provide the address to which the product should be returned. The product must be sent through a postal system that allows tracking, tracking number must be provided to customer support to follow up. Once customer support has received the item, we'll be able to make the a refund or delivery of a new product.
Unfortunately, we do not offer exchanges or change of mind returns.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds (if applicable)
If you haven’t received a refund after 5 business days since it was processed, please check with your credit card company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Thank you for your understanding!