Refund policy

Order Cancellation

Most items ship same or next day so if you wish to cancel your order after making a purchase, please contact us at hey@decorusa.com immediately.  Be sure to include your order number in the email. If the item has already shipped, return policy will apply.  Custom Items: Once a custom item enters production (typically within 12-24 hours of placing an order), it can no longer be canceled.  Contact customer service for assistance.

Return Timeline

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. See "start a return" below.  Please also review the exceptions/non-returnable items info below to make sure your item does not fall within the non-returnable category.

To be eligible for a return, your item must be in the same condition that you received it, unused, with all associated parts/accessories, and in its original packaging. You’ll also need the receipt or order number. Certain waivers can be applied to the above.  Customer service will guide you.


To start a return, contact us at hey@decorusa.com. Write "Return" in the subject line and the reason for your return in the body of the email along with your order number.  We’ll email you back with return instructions.  Customer is responsible for return shipping costs unless otherwise approved by customer service. In most cases, customer service will present an option to return for a refund or provide store credit upon receiving the item back. In some cases, customer may only be approved for a partial refund, i.e. oversized, heavy items, etc.

Items sent back without first requesting a return will not be accepted.

Shipping Damage, Wrong Item, Defective Item
If your order arrives in badly damaged packaging, products within the packaging arrive damaged, if you receive the wrong item or your item is defective / does not operate as intended please take a picture of both the shipping box and package contents and contact us at hey@decorusa.com immediately so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Following item types will not qualify for a return/refund:

  • Custom / personalized items.
  • Items marked special buy or clearance.
  • Gift cards.  Unless the card is being returned by the original purchaser.
  • Used kitchenware, sanitary items, etc. IE. A used set of cups or knives cannot be returned due to health reasons.

Exchanges

You may discuss exchange options with customer service once a return request-reply is received.

Refund Time
Please remember it can take some time for your bank or credit card company to process and post the refund. This time varies by bank/credit card company.  Store credit is available for use as soon as it is approved by customer service.

If you don't hear from us within 24hrs, please check your spam/junk folder.  If you can't find a reply email, please send us a text and/or initiate a chat.