Refund policy
Return and Refund Policy for Decoriva Home
At Decoriva Home, we aim to ensure you are satisfied with your purchase. This Return and Refund Policy outlines the conditions under which you may return or exchange products purchased through our website. By making a purchase, you agree to this policy.
1. Returns and Refunds Overview
You may return damaged or incorrect items within 30 days. We will provide a return label in such cases.
If you change your mind, you are responsible for arranging and covering the return.
2. Eligibility for Refunds and Exchanges
To qualify for a refund or exchange:
- The item must be unused and in the same condition as received
- The item must be in its original packaging
- The return request must be made within 14 days of delivery
Note: Custom-made or bespoke panels are not eligible for returns unless defective or damaged.
3. Exchanges
We only replace items if they are defective or damaged.
You must report damaged or defective items within 48 hours of delivery. Replacement is processed after the returned item is received and inspected, subject to availability.
4. Partial Refunds
Partial refunds may apply if:
- The item is not in original condition
- The item is damaged or missing parts not due to our error
- The item is returned after 14 days but accepted at our discretion
Deductions may include return shipping and loss of value.
5. Refund Process
Once your return is received and inspected:
- You will be notified by email
- Approval or rejection will be confirmed
- If approved, the refund is processed to your original payment method within 2–3 business days (depending on provider)
6. Late or Missing Refunds
If your refund has not arrived:
- Check your bank account
- Contact your card provider
- If still unresolved, contact us at info@decorivahome.uk with your order details
7. Shipping and Return Costs
- You are responsible for return shipping costs unless the item is defective or incorrect
- Shipping costs are non-refundable
- If a refund is issued, return shipping may be deducted
Defective/Damaged Items:
We will provide a prepaid return label or arrange collection
Additional Notes:
- Delivery time for exchanges may vary
- Use a trackable shipping service
- We are not responsible for lost returns
8. Order Cancellation
- Orders can only be cancelled within 24 hours of purchase
- After 24 hours, a 30% restocking and processing fee applies
9. Returns Process
To initiate a return:
- Contact us at info@decorivahome.uk or call (+44 7760 934222) within 14 days of delivery
- Provide your order number and reason
- Receive return instructions and RMA
- Package and return the item (or await collection if applicable)
- Inspection and confirmation will follow via email
10. Your Legal Rights
This policy does not override your rights under UK law, including:
- Consumer Rights Act 2015
- Consumer Contracts Regulations 2013
You are entitled to a 14-day cooling-off period for distance purchases and remedies for faulty goods.
11. Changes to This Policy
We may update this policy. Changes will be posted on the website. Continued use means acceptance.
12. Contact Us
- Email: info@decorivahome.uk
- Address: 57 South Park Drive Ilford, Essex IG3 9AA
- Phone: (+44 7760 934222)