Refund policy

Return & Refund Policy

At DecorEdge, we take great care in packing and delivering your orders. However, in the unlikely event that your order arrives damaged, defective, or incorrect, we are happy to assist you with a replacement or refund, subject to the conditions mentioned below.

1. When Can You Request a Return?

We accept return requests only in the following situations:

  • The product has been damaged during transit.

  • The product is defective or has a manufacturing/printing issue.

  • You have received a wrong product, design, or size compared to what you ordered.

We do not accept returns simply because you have changed your mind, do not like the product, or no longer require it.

2. Return Request Period

Return or replacement requests must be raised within 7 days of receiving your order.

However, for products that arrive damaged or incorrect, you must contact us within 3 days of receiving the product so that we can investigate the issue and arrange an appropriate resolution.

Requests made after the applicable period may not be accepted.

3. How to Report a Damaged or Wrong Product

If you receive a damaged, defective, or incorrect product, please contact us through:

Email: support@decoredge.xyz
Instagram: Send us a DM on our official DecorEdge Instagram account.

Please include:

  • Your order number

  • Clear photographs of the product

  • Clear photographs of the packaging

  • A short video showing the issue, wherever possible

  • A brief description of the problem

An unboxing video is highly recommended and can be extremely helpful when assessing damage that may have occurred during transit. While an unboxing video is not mandatory, providing one may help us process your request more efficiently.

Please do not discard the product or its original packaging until your return or replacement request has been resolved.

4. Verification of the Request

Once we receive your request and supporting photographs/videos, our team will review the issue.

We may ask for additional photographs, videos, or information if required to properly assess the condition of the product.

After verification, we will confirm whether the request qualifies for a return, replacement, or refund.

5. Replacement or Refund

If your request is approved, we will provide a resolution based on the nature of the issue and your preference, wherever applicable.

Depending on the situation, you may choose between:

  • Replacement of the product, or

  • Refund of the eligible amount

For a wrong or defective product, we will work with you to provide the most appropriate resolution.

For damaged products, we may offer a replacement or refund depending on the extent of the damage and product availability.

6. Return Shipping

If a return is approved due to a product being damaged, defective, or incorrectly delivered, DecorEdge will arrange the return shipping and bear the applicable return shipping costs.

Customers are not required to pay return shipping charges for an approved return arising from our error or transit damage.

7. Condition of Returned Products

Where a return is required, the product must be:

  • Unused and in its original condition

  • Returned with its original packaging

  • Properly packed to prevent further damage during the return

Products that have been used, altered, damaged after delivery, or returned without the required packaging may not qualify for a return or refund.

8. Customized Products

Customized or personalized products are non-returnable and non-refundable, as they are made specifically according to the customer's requirements.

However, if a customized product is damaged during transit, you may contact us within 3 days of receiving the product with appropriate photographs/videos. In such cases, we will review the issue and provide an appropriate resolution.

9. Sale and Discounted Products

Products purchased during a sale or using a discount code are not eligible for return, exchange, or refund, except where the product is received damaged, defective, or incorrect, subject to verification.

10. Exchanges

DecorEdge does not offer exchanges for change-of-mind requests or preferences regarding a product.

An exchange or replacement may be provided only in cases involving a damaged product, subject to verification and product availability.

11. Refunds

Once your return/refund request has been approved, the refund can be issued through:

  • The original payment method, where applicable; or

  • Store credit, if preferred or where applicable.

For Cash on Delivery (COD) orders, customers must provide accurate bank account details to receive a refund directly into their bank account.

If a COD customer does not wish to provide bank details, the eligible refund amount will be provided as DecorEdge store credit instead.

Please ensure that any bank details provided to us are accurate. DecorEdge cannot be held responsible for delays or failed transfers resulting from incorrect bank information provided by the customer.

12. Refund Processing Time

Once the refund has been approved and processed by DecorEdge, it may take up to 7 business days for the refund to be credited, depending on the payment method and banking/payment service provider.

The actual time taken for the amount to appear in your account may vary.

13. Order Cancellation

Orders can be cancelled only until they are dispatched.

Once an order has been dispatched, cancellation may no longer be possible.

If you wish to cancel an order, please contact us as soon as possible through support@decoredge.xyz or Instagram DM. We cannot guarantee cancellation requests received close to or after dispatch.

14. Incorrect Address or Failed Delivery

Customers are responsible for providing a complete and accurate delivery address and contact information while placing an order.

If an order cannot be delivered due to an incorrect/incomplete address, unavailable recipient, repeated failed delivery attempts, or refusal to accept the package, additional shipping or re-delivery charges may apply where applicable.

If a package is returned to DecorEdge due to circumstances attributable to the customer, any refund or re-shipment will be handled after considering the applicable shipping and return costs.

15. Refunds for Undelivered or Returned Orders

If an order is returned to DecorEdge because of an incorrect address, refusal to accept the shipment, or repeated failed delivery attempts, the order will not automatically qualify for a full refund.

Any eligible refund will be processed after deducting applicable shipping, return-to-origin, or other charges incurred by DecorEdge, where applicable.

16. Important Note About Transit Damage

Please inspect your package carefully when you receive it.

If the outer packaging appears visibly damaged, we recommend taking photographs or recording a video before opening the package.

If the product inside is damaged, please contact us within 3 days of delivery with clear photographs and videos so that we can investigate and assist you promptly.

17. Contact Us

For any return, replacement, or refund-related queries, please contact us at:

Email: support@decoredge.xyz
Instagram: Send us a DM on our official DecorEdge Instagram account.

Please mention your order number whenever contacting us regarding an existing order. This will help us locate your order and resolve the issue faster.

Our Commitment

We want you to have a smooth experience shopping with DecorEdge. If something goes wrong with your order, please reach out to us within the specified timeframe with the necessary details, and our team will do its best to resolve the issue fairly and efficiently.

DecorEdge reserves the right to assess each return, replacement, or refund request individually and make the final determination based on the circumstances of the case and the information provided.