Refund policy

Returns and Refunds Policy

At Decoren, we strive to ensure you are completely satisfied with your purchase. If you are not happy with your items or have received a faulty product, we’re here to help.

Returns

We offer a 14-day notification period for returns, starting from the day you receive your order. After this period, we cannot guarantee a refund or exchange.

To be eligible for a return:

  • Items must be unused, in their original condition, and in original packaging.

  • Proof of purchase is required, such as a receipt, order confirmation email, or bank statement.

Non-returnable items include:

  • Gift cards

  • Downloadable or digital products

Faulty Items

If you receive a defective or damaged item, please notify us within 14 days of receiving your order. Once we confirm the fault, we will cover the cost of return postage and send a replacement.

Change of Mind

We accept change-of-mind returns for regular-priced items only.

  • Sale and discounted items are not eligible for returns or exchanges.

  • The customer is responsible for return postage costs.

Partial Refunds

Partial refunds may apply in situations such as:

  • Returned items with obvious signs of use.

  • Items not in original condition, damaged, or missing parts not due to our error.

  • Returns initiated after 14 days, but no later than 30 days from delivery.

Refund Process

Once we receive and inspect your returned item within 14 days of delivery, we will notify you of the outcome by email.

  • If approved, refunds are processed promptly to your original payment method.

  • Processing times may vary depending on your bank or payment provider.

If you haven’t received your refund yet, we recommend:

  1. Checking your bank account again.

  2. Contacting your credit card company or bank for processing times.

  3. If you’ve done all of the above and still haven’t received your refund, contact us at contact@decoren.com.au.

Exchanges

We only replace items if they are defective or damaged. For exchanges, please email us at contact@decoren.com.au, and we will guide you through the process.

Gifts

If the item was marked as a gift during purchase and shipped directly to you, you’ll receive a gift credit for the value of the return.

  • Once we receive the returned item, a gift certificate will be issued.

  • If the item wasn’t marked as a gift, the refund will be sent to the original purchaser.

Return Shipping

To initiate a return, please contact us at contact@decoren.com.au. We will provide the return shipping address located in Brisbane, QLD.

  • For faulty items, we cover return shipping costs.

  • For change-of-mind returns, the customer is responsible for return shipping.

  • We recommend using a trackable shipping service or purchasing shipping insurance for high-value items.

Important Notes:

  • Items must be posted within 7 days after we confirm the return.

  • We are not responsible for returns lost or damaged in transit.

  • Our policy complies with Australian Consumer Law, and we handle refund, repair, or replacement on a case-by-case basis.

For any further questions, contact us at contact@decoren.com.au.