Return Eligibility
To be eligible for a return, items must be unused, in their original packaging, and in the same condition that you received them. You must initiate a return request within 30 days of receiving your order. If the return request is made after this period, we may not be able to accommodate your request. Certain items may be exempt from returns, including personalized or custom-made products, which cannot be returned unless they are defective or damaged upon arrival.
How to Request a Return
To initiate a return, you must send an email to [email protected]. In your email, please include your order number, the item(s) you wish to return, and the reason for the return. We will respond to your request within 3-5 business days with further instructions. It is important to follow the provided instructions to ensure a smooth return process. If you do not receive a response within this timeframe, please check your spam folder or contact us again.
Return Shipping Costs
Customers are responsible for all return shipping costs unless otherwise agreed upon in writing. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. We do not guarantee that we will receive your returned item, and you are responsible for any loss or damage that occurs during the return shipping process. If you are returning an item due to an error on our part, we will cover the return shipping costs.
Refund Process
Once we receive your returned item, we will inspect it and notify you of the status of your refund. If your return is approved, we will process your refund within 7-10 business days. The refund will be issued to the original payment method used for the purchase. Please note that it may take some time for your bank or credit card company to process and post the refund. We are not responsible for delays caused by financial institutions.
Exchanges
We do not offer direct exchanges. If you wish to exchange an item for a different size or color, you must return the original item and place a new order for the desired item. This ensures that you receive the correct product in a timely manner. Please follow the return process outlined above to return the original item before placing a new order.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [email protected]. You must report the issue within 7 days of receiving the item. We may request photos of the damage or defect to assess the situation. If the item is deemed damaged or defective, we will provide instructions for returning the item and will cover the return shipping costs.
Contact Information
If you have any questions or concerns regarding our Return and Refund Policy, please reach out to us via email at [email protected]. We are here to assist you and ensure that your experience with decorauranest.com is satisfactory. Please allow 1-2 business days for a response to your inquiries.