Refund policy

DecorFM Cancellation & Return Policy

Cancellation Policy:

  1. After Shipment: Once a product is shipped, cancellation is not possible. Returns may be accepted under specific conditions. Consult customer service for details. A return fee may apply.
  2. Before Shipment: To cancel your order before shipping, contact our customer service.
  3. Processing Fee: If the product has left the warehouse, a 2% processing fee of the order amount will be charged.
  4. Custom Products: No cancellations accepted once production has started for custom or specialty products (not standard stock size).
  5. Order Processing and Shipping Time: All orders are processed within 3-10 business days (Monday-Friday, excluding holidays). The shipping time varies based on the product and the customer’s location. The estimated delivery time will be displayed at checkout.

Returns:

  1. Inspection Upon Arrival: Check the items upon delivery. For exchange/return, items must be in their original condition - unused, undamaged, and in the original packaging. For non-DOA items, returns must be requested within 60 days of receipt.
  2. Shipping Fee for Returns:
    • Orders with Free Shipping: Refunds will not include a deduction for the shipping fee.
    • Orders with Paid Shipping: The shipping costs incurred at the time of purchase will not be refunded.
    • Non-Defective Items: Return shipping costs are the responsibility of the customer.
  3. Contact Email: info@decorfm.com

Specific Return Policy:

  1. Additional Shipping Options: Expedited shipping costs are non-refundable upon product return.
  2. Additional Non-Returnable Items: Clearance items, gift cards, personalized items, items you have already assembled, and items marked “Non-Returnable” on the sale page.

DOA (Dead on Arrival) Items:

  1. Responsibility for Package Inspection: Contact us within 14 days from the delivery date for DOA items. The return of high-value items may require return with all accessories. Missing accessories may incur costs. Return shipping fees are covered by the buyer.

60-Day Conditional Return:

  1. Partial Refund: If unsatisfied and the product is in brand new condition, we offer a partial refund (item price minus shipping fees) within 60 days. Return shipping fees are the buyer's responsibility.
  2. After 60 Days: No refund or replacement requests accepted after 60 days from delivery.

Defective, Damaged, Mis-shipped, Lost Items:

  1. Eligible for a partial/full refund or exchange (excluding accessories) if you receive a defective, damaged, or mis-shipped item. For lost items, we offer reshipment or refund. For shipping damage, provide "Proof of Damage" from your delivery carrier.

Requirement for Submitting Evidence:

  1. Product Issues: Provide photos or videos for issues like light fixture damage, malfunctioning, missing parts, or description discrepancies. Sufficient evidence (photos or videos) is necessary for processing.

Returning Defective Items to DecorFM:

  1. Contact Before Returning: Get the return shipping address and instructions from us before returning a defective item. DecorFM is not liable for returns without prior notification.
  2. Return Process Considerations:
    • Retain all packaging materials and shipping notes for return processing.
    • After returning the product, provide us with the tracking number and shipping receipt.
    • Refunds are issued to the original payment method within 48 hours after processing. The actual time for the refund to appear in your account may vary depending on your bank's processing time, typically within 7-10 business days. Intermediary handling and bank fees are at the customer's expense.
    • Refuse delivery for packages that are visibly damaged or open.
    • To avoid high import duties on returns, do not use express mail services like DHL, UPS, TNT, FedEx.

Return Details:

  1. Information Required: Provide your order number, product ID/name, quantity, and a description of the problem.
  2. Return Address: We'll provide the return address once your request is approved. Return the item promptly and share the tracking number.
  3. Inspection and Refund Process: Returned items undergo inspection. Refunds are processed upon confirmation of the issue.
  4. Refund Eligibility: We reserve the right to refuse a refund for unapproved requests or items returned in unacceptable condition.

Agreement:

  1. Policy Acceptance: Purchasing from DecorFM.com indicates agreement with our Cancellation & Return Policy.
  2. Policy Updates: DecorFM reserves the right to modify this policy. Updates will be posted on our forum or the relevant section of our help center.

For further assistance or queries not covered here, please contact info@decorfm.com.