At Deccordirect.store, we take extra care in packing your fragile home accents to ensure they arrive safely. However, we understand that sometimes things don’t go as planned. Here is our policy for returns and refunds.
1. The Mandatory Unboxing Video
Because home decor items are delicate, we have a strict “No Video, No Refund” policy for damaged items.
- The Rule: You must record a continuous video while unboxing your package.
- What to show: The video must clearly show the shipping label and the condition of the item as it is removed from the packaging.
- Why? This video is the only proof we have to claim insurance from our courier partners for transit damage.
2. Reporting Damaged Items (DOA)
If your item arrives broken or cracked:
- You must report the damage within 12 hours of delivery via WhatsApp.
- Send your Order ID along with the Unboxing Video.
- Upon verification, we will send a Replacement at no extra cost. If the item is out of stock, a full refund will be issued.
3. Change of Mind
We want you to love your decor, but we also realize that sometimes a piece doesn’t fit your space as expected.
- Eligibility: Only non-fragile items (cushions, wall hangings, small organizers) are eligible for “Change of Mind” returns.
- Condition: The item must be unused, in its original packaging, and in resalable condition.
- Timeline: You must request a return within 3 days of delivery.
- Restocking Fee: A 15% restocking fee will be deducted from the refund amount. The customer is responsible for return shipping costs.
- Exclusion: Fragile items (mirrors, glass, ceramics) cannot be returned for change of mind due to the high risk of breakage during return shipping.
4. Non-Returnable Items
- Sale/Clearance items.
- Fragile items that were delivered in perfect condition.
- Items damaged due to improper handling or cleaning by the customer.
5. Refund Process
Once your return is received and inspected:
- Approval: We will notify you if your refund is approved.
- Method: Refunds are processed via Bank Transfer, JazzCash, or EasyPaisa.
- Timeline: It takes 7–10 working days for the amount to reflect in your account.
- Note: Original shipping charges are non-refundable.
6. Return Shipping
- If the return is due to our error (wrong item or damage), we will cover the return shipping.
- For all other returns, the customer must arrange and pay for secure shipping back to our warehouse.