Refund and Returns Policy

Expiration Date of Raising Dispute

You can raise a dispute within 30 days from the date you receive the product. 

How many days will Decoroy take to process the refund?

Refunds will be processed within 5  working days for users who are confirmed to receive them. You will receive a refund for the amount you paid.

What you need to provide for Refund

  • Please send us photos or videos to prove proof of damaged products or incorrect products.
  • (Optional) Tracking number of the item. If Decoroy asks for a return of the item, you need to send the tracking number to prove that you returned it.

How to request a refund

To get a refund, go to your account, click on Orders, select the product you want a refund for, and submit photos or videos with the reason and proof for the refund. Decoroy makes an effort to provide the best service for all customers.

Cases that Decoroy does not make refunds

  1. Order Delivered- Decoroy will not offer a refund or resend if the tracking info shows ‘order delivered.’
  2. Package Unclaimed- If the package is unclaimed, it will be destroyed by the local carrier within 48 hours.
  3. Tracking Information Alert- Decoroy will not offer a refund or resend if the tracking info alerts. The following reasons may cause the alert:
  • Incorrect/insufficient Address
  • Refused Package
  • Customs Clearance
  • Non-Existing Number
  • Unknown Recipient

Cases that Decoroy makes refunds

  1. Damaged Products- If the arrived product is damaged, Decoroy offers a full refund or replacement.
  2. Products Out of Stock- Decoroy offers a full refund if the product is out of stock. We will notify you and make the refund or replacement.
  3. Products Unable to Ship- Decoroy offers a full refund if the product can not be shipped. Due to the limited transportation, some products do not have proper shipping options. We will notify you in time and make the refund.
  4. Missing Packages- Decoroy offers a full refund if the package is missing during the delivery.
  5. Incorrect or Missing Products- Decoroy has a strict quality control standard. We will check every product before delivery. If any of the following circumstances exist, we offer a full refund or replacement:
  • Incorrect product
  • Product with the wrong color, size, etc
  • Product with a missing component

6. Delayed Orders- Decoroy offers a full refund if the order is delayed. The delay will be counted from the date the package leaves the Decoroy warehouse.

  • In normal circumstances, more than 30 days.
  • In the busy season, more than 40 days, such as Black Friday, Cyber Monday, Christmas, etc.
  • In unforeseen circumstances, such as epidemics etc, the date will be different. Please pay attention to our notification email and message.

7. Cancel Orders- Decoroy offers a full refund if the order cancels before the product is shipped.

Please pay attention to the following aspects when returning the product.

You need to return the product within 10 days after receiving it. 

You need to pay the shipping cost. If you’ve returned the product, 

Please send the tracking number to our customer service. Decoroy will deny your dispute if the tracking info expired. Generally, the post office will keep tracking information of the order for 180 days.

Decoroy will deny the dispute if you choose the following shipping options: Post NL; Electric Post NL to USA, UK, Canada, Australia, SouthAfrica, the overseas territories and overseas island areas;

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