Refund and Returns Policy
Last updated: [22.03.2025]
We strive to provide high-quality products and services, but we understand that issues may arise. Please read our refund and returns policy carefully to understand your rights and our responsibilities.
1. Right of Withdrawal for EU Customers (Returns & Refunds)
We value all our customers equally, but due to legal requirements, certain policies apply specifically to EU customers. For all other customers, please refer to the general return policy below.
In accordance with (Directive 2011/83/EU) if you are a customer from the European Union, you have the right to withdraw from your purchase within 14 days of receiving the product, without providing any reason. To exercise this right, you must notify us in writing (via email or contact form) before the 14-day period expires.
Conditions for exercising the 14-day withdrawal right
- The item must be unused, in its original packaging, and in the same condition as received.
- You must include the receipt or proof of purchase.
- Certain goods are non-returnable (see Section 4 below).
If your return is accepted, we will process a refund within 14 days from the day we receive the returned item. The refund will be issued to the original payment method used for the purchase. Please note that the shipping costs for returning the items are at your expense.
2. General Return Policy
Returns and refunds are only applicable if an item is received damaged, defective, or incorrect. We do not accept returns for reasons such as change of mind or incorrect size selection.
If you receive a damaged or incorrect product, please contact us with your order details and photos of the item for approval before proceeding with the return.
For full details regarding return eligibility, refund processing, shipping responsibilities, and cases such as lost or undelivered orders, please refer to the sections below.
3. How to Request a Return or Refund
To initiate a return or refund, please contact us at contact@decorisign.com with the following details:
- Your order number
- Reason for the return
- Photos of the item (for damaged/defective products)
After approval, we will provide instructions on how and where to send your return.
4. Non-Returnable Items
Certain products are non-returnable and non-refundable, regardless of customer location. This applies to items excluded under EU consumer protection laws, as well as standard industry restrictions observed worldwide. These include:
- Custom-made products or personalized items, such as print-on-demand products (e.g., clothing, posters, and other products created specifically for you). These products are excluded from the right to return, unless they arrive defective, damaged, or incorrect.
- Digital downloads or software.
- Items marked as “final sale” or “non-returnable.”
- Hygienic products (e.g., masks, underwear) for health and safety reasons.
5. Lost or Undelivered Orders
If tracking information indicates that a product was lost in transit, please contact us at contact@decorisign.com for further investigation. Claims for lost orders must be submitted within 14 days after the estimated delivery date. If confirmed as lost, a replacement order will be issued at no additional cost. Before proceeding with a replacement, we require confirmation of your shipping address and verification that you have contacted the carrier to locate the missing package.
If tracking information shows that an order was delivered but you have not received it, we cannot offer a free reshipment. In such cases, please check with the carrier and inquire whether the package was left in an unexpected location or with your neighbors or other household members. It is possible that the courier has left the parcel in a safe place. If the package is still not found, a new order must be placed, and its value and shipping costs will be your responsibility.
In case of problems with the courier, we can assist you, but you must contact us within 7 days of the delivery date. After this period, we cannot take action as the courier company will consider the order as successfully delivered.
6. Incorrect Shipping Address
If an incorrect address is provided at the time of purchase and the package is returned to our fulfillment centers, we will contact you to confirm how you wish to proceed. Reshipment fees will apply, and covering these costs will be your responsibility.
7. Defective, Damaged, or Incorrect Items
If an item arrives damaged or incorrect, please send us your order number and detailed photos of the item to contact@decorisign.com We will arrange for a replacement at no additional cost.
8. Exchanges
We only accept exchanges in cases where an item is defective, damaged or incorrect. If an issue arises due to an error on our fulfillment partner’s end, we will cover the cost of the replacement. However, if you wish to exchange a product for personal reasons (e.g., change of mind or incorrect size selection), a new order must be placed at your expense.
9. Unclaimed and Returned Packages
If an order is returned due to an undeliverable address or if it is refused by you, we will contact you to confirm whether you want the package reshipped, and any additional shipping costs will be your responsibility. Unclaimed returns will be donated after 30 days.
10. Order Cancellations
Orders can only be cancelled before fulfillment begins (usually within a few hours of purchase). Once an order is processed, it cannot be cancelled. If your order is eligible for cancellation, please contact us immediately at contact@decorisign.com
11. Return Shipping Costs
- If the return is due to our error (e.g., defective or incorrect item), we will cover the return shipping costs.
- If you are returning an item for personal reasons (e.g., you changed your mind), you will be responsible for the return shipping costs.
- If you are exercising your Right of Withdrawal as a EU Customers, you must cover the return shipping costs.
12. Contact Us
If you have any questions about this Refund and Returns Policy, please contact us at: contact@decorisign.com