Refund policy

Refund & Returns Policy

Refund & Returns Policy

At Decory House, customer satisfaction is our priority. This Refund & Returns Policy explains how returns, refunds and exchanges are handled for purchases made through our website.

By placing an order, you agree to the terms set out below.

Returns

We accept returns within 60 days from the date of delivery.

For a return to be eligible:

  • The item must be unused, unopened and in the same condition in which it was received
  • The item must be in its original packaging
  • Proof of purchase is required (order number or receipt)

Some items may be non-returnable, including, but not limited to:

  • Digital products or downloadable items
  • Gift cards
  • Products showing signs of use, damage or alteration

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved or rejected.

If approved:

  • The refund will be issued to the original payment method
  • Processing normally takes 5–10 business days, depending on your bank or payment provider

Please note:

  • Original shipping costs are non-refundable
  • If the return is due to customer error (incorrectly ordered item or change of mind), return shipping costs are the customer's responsibility

Exchanges

We only replace items when they are:

  • Defective
  • Damaged upon arrival
  • Incorrectly supplied

If you require an exchange, please contact us with your order details and a description of the issue.

Damaged or Incorrect Items

If your order arrives damaged, defective or incorrect, please contact us within 7 days of delivery.

Please include:

  • Your order number
  • Photos of the item and packaging

We will assess the situation and provide a replacement or refund at no additional cost.

Cancellations

Orders can only be cancelled if they have not yet been processed or dispatched.

Once an order has been dispatched, it can no longer be cancelled and must follow the returns process, without prejudice to any statutory cancellation rights applicable to consumers in the United Kingdom.

Chargebacks & Disputes

We recommend that customers contact us first to resolve any issue before initiating a chargeback or payment dispute.

Unauthorised or fraudulent chargebacks may result in account restrictions.

Policy Updates

Decory House reserves the right to update or amend this Refund & Returns Policy at any time.

Changes will take effect immediately once they are published on this page.