Return & Refund Policy

Return is a scheme provided by DecorX to the customers on behalf of respective vendors or partners directly under this policy in terms of the option of exchange, replacement, and/or refund. All products listed under a particular category may not have the same return policy. For all products, the returns/replacement policy provided on the product page shall prevail over the general returns policy.  For exceptions to this return policy below, the item's applicable return/replacement policy should be mentioned on the product page. The policy can be partially changed according to vendor and product verification. All kinds of refunds will be paid on the base of our government policy and the real payment of the customer.

Special Note: For any kind of damage issue customers have to complain in front of or in the presence of the DecorX delivery man or assigned courier office staff, otherwise it should not be granted. Customers need to do unboxing videos for any items, where the unboxing process, invoice, etc. should be visible for internal and external investigation. For any case where the items are not similar to what the customer ordered, the item is broken, parts missing, damaged, etc. then customers are required to send the unboxing videos to and inform our customer service (+880 1824-764445) and/or send a message to our Official Facebook Page - about the incident.

The return policy is divided into three parts; please read all sections carefully to understand the conditions and cases under which returns will be accepted.


Part (A): Return & Refund Clauses

1.   Damage, Wrong Delivery & Faulty Products:

a)   For any kind of damage, wrong delivery, or faulty product issue customer has to complain in front of or in the presence of the delivery man, otherwise it should not be granted.

b)   If the customer claims any complaints (damage, wrong delivery, or faulty product issue) after receiving any ordered products then he/she must have to pay the return charge while returning that product for return or replacement. Moreover, he/she also must have to raise the complaints within 72 hours from the product delivery time.

c)     If the customer fails to inform the DecorX Complaints Team within 72 hours of the delivery time, no complaints will be accepted.

2.   Customer’s Change of Mind & After Delivery Customization:

a)  Return in case of Customer’s Change of Mind or After Delivery Customization, customer has to pay the return charge while returning the products for return or replacement. 

     *N.B. All products aren’t customizable. Customization instructions will be given in the product description for those products which are customizable.*

b)  Order cancel in case of Customer’s Change of Mind, customer has to pay the return charge while returning the products for return or replacement.

c)   Customized products can’t be replaced or returned only except if it has a manufacturing fault, broken, or damage issue.

3.    Only quality issues will remain even after the customer’s use.

4.   Customer has to keep the product intact, with original accessories or parts, user manual, and warranty cards (If any) in the original packaging at the time of returning the product.


Part (B): Returns Pick-Up and Processing

1.  In case of returns, DecorX’s rider or assigned delivery partner will collect the product from the customer address where it was delivered previously. If the customer would like the item(s) to be picked up from a different address, the address can only be changed if the pick-up service is available at the new address.

2.  During pick-up, your product will be checked for the following conditions:

a)    Correct Product with MRP tag should be undetached and visible (If any).

b)   Complete Product: All in-the-box accessories should be present. Missing any partial accessories of a complete unit/product will not be accepted for return.

c)    Unused Product: The product should be unused, unwashed, unsoiled, without any stains, and with non-tampered quality check seals/return tags/warranty seals (wherever applicable).

d)     Undamaged Product: The product should be undamaged and without any scratches, dents, tears, or holes.

e)     Undamaged Packaging: Product's original packaging/ box should be undamaged.

DecorX delivery partner will refuse to accept the return if any of the above conditions are not met.

3.  For any products for which a refund is to be given, the refund will be processed once the returned product has been received by the vendor or DecorX.

4.  Return & Replacement Timeline: Based on the category & product DecorX will follow the mentioned timeline for return & replacement.

·        Furniture & Furnishing Products: 15-20 working days

·        Home Décor Products: 10-14 working days.

Part (C): General Rules for a Successful Return & Refund

1.      In certain cases where the vendor is unable to process a replacement for any reason whatsoever, a refund will be given. Refund procedure will be arranged by DecorX & given through DecorX’s payment gateway.

2.      Open Box Delivery:

a) During open box deliveries, while accepting your order, if you receive a different, damaged product or a faulty product you will be given a refund within 10 working days.

b)  Once you have accepted an open box delivery, no return request will be processed, except for manufacturing defects. In such cases, category-specific replacement/return general conditions will be applicable.

3.     For products where installation is provided by DecorX or its vendors, do not open the product packaging by yourself. DecorX-authorized personnel or vendors shall help unbox and install the product.

4.    For Furniture, any product-related issues will be checked by both the DecorX Complaints Team & respective vendor (virtually or physically) and attempted to be resolved by replacing the faulty/defective part of the product. Full replacement will be provided only in cases where replacing the faulty/defective part will not resolve the issue.

5.     Wrong Delivery - (Customer received delivery message, product not delivered):

·      In case the product was not delivered and the customer received a delivery confirmation email/SMS, the Customer has to report the issue within 72 hours from the delivery confirmation date for the seller to investigate.

6.     Refund Timeline:

a)  If any order is canceled, the payment against such order shall be refunded within 7 to 10 working days, but it may take a longer time in exceptional cases that are related to other payment gateways, government authorities, or any other. Provided that received cash back, bonus, apology amount, gift amount, if any, will be adjusted with the refund amount when applied.

b)  In terms of delay refunds, customers are advised to contact their bank or credit card company first. It may take some time before your refund is officially posted as bank or credit card companies often take some processing time before a refund is posted.