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Refund policy

DECORDEC RETURNS & REFUNDS POLICY

Last Updated: 26 November 2025

At Decordec, every rug is handcrafted to order by skilled artisans. Because each rug is individually produced for the customer, we follow a strict no-return, no-exchange policy—except in rare cases involving verified damage or defects.

This policy applies to all purchases made on www.decordec.com.

1. Made-to-Order Rugs (Final Sale)

  • All Decordec rugs are handmade and produced to order.

  • We do not accept returns or exchanges for:

    • change of mind

    • size expectations

    • color, shade, or texture variations caused by screen differences or handmade characteristics

  • Minor variations in weave, color tone, and size (±4–5%) are normal and expected in artisanal craftsmanship.

  • All made-to-order rugs are classified as Final Sale Items.

2. Custom Orders (Final Sale)

  • Custom size, custom color, and custom design rugs are non-returnable, non-refundable, and non-exchangeable.

  • CADs/mockups are shared before production for approval.

  • Once approved, no cancellations or modifications can be made.

  • Production begins immediately after approval.

3. Damaged or Defective Items

If a rug arrives damaged or defective:

  • Notify us within 48 hours of delivery.

  • Send clear photos/videos (unboxing video strongly recommended).

  • After assessment, we may offer:

    • repair,

    • replacement, or

    • partial refund (based on the nature of the issue).

Claims submitted after 48 hours cannot be validated due to courier and insurance timelines.

4. Lost Shipments

If your shipment is delayed, missing, or marked lost:

  • Contact us immediately at support@decordec.com.

  • We will file an investigation with the courier and update you throughout the process.

  • Final resolution depends on the courier’s confirmation.

5. Order Cancellations

  • Orders may be canceled within 24 hours of purchase.

  • After 24 hours—or once CAD approval is given for custom rugs—cancellation is not possible because production has already started.

6. Refund Processing

Refunds are issued only in rare, approved cases such as confirmed damage or manufacturing defects.

  • Refunds are processed to the original payment method only.

  • Processing time: 7–10 business days.

  • International refunds may take longer due to cross-border settlement timelines.

7. Duties & Taxes (International Orders)

  • International customers may incur customs duties, VAT, import taxes, or brokerage fees.

  • These charges are not included in the rug price or shipping cost.

  • Such fees are set by your country’s regulations and are non-refundable.

  • If a refund is approved for a damaged/defective item, duties and taxes are not reimbursed.

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