Return and exchange policy

Return & Refund Policy

Cancellation Before Shipment

If you wish to cancel your order before it has entered the processing or shipping stage, we will gladly assist with your request.

Eligible cancellation requests submitted before shipment will receive a 100% full refund, and no cancellation fees will be charged.

Once your cancellation request has been reviewed and approved, the refund will be returned to the original payment method used for the purchase.

Returns & Exchanges Within 30 Days

We want you to be completely satisfied with your furniture purchase.

Customers may request a return or exchange within 30 days from the date of delivery, provided that the product meets all requirements outlined in this policy.

Depending on the condition of the item and the reason for the request, customers may be eligible for either a refund or a replacement product.

All return and exchange requests must comply with the conditions below to ensure proper review and processing.

Damaged Products or Order Mistakes

If your furniture arrives damaged, defective, or unusable due to issues such as cracks in wooden components that affect normal use, or if we send an incorrect item, including the wrong model, color, or size, you may request:

  • A full or partial refund, depending on the circumstances; or

  • A replacement product.

All claims involving product defects or order errors will be evaluated based on the actual condition of the item and the details of the original order.

Return & Exchange Requirements

To qualify for a return or exchange, the following conditions must be met:

  • The product must be returned in brand-new and unused condition, without signs of wear, stains, damage, or improper use.

  • The original packaging should be retained whenever possible to protect the product during return transportation. If the original packaging is unavailable, the customer must ensure the item is securely packaged.

  • All accessories, instruction manuals, warranty documents, and included components must be returned with the product.

  • Product labels, tags, and identification markings must remain attached and undamaged.

Return and Exchange Process

Step 1: Submit Your Request

To begin a return or exchange request, please contact us by email and provide:

  • Your order number.

  • Details of the product.

  • The reason for your request.

Examples may include dissatisfaction with the product design, incompatibility with your home décor, quality concerns, or other issues.

Providing complete information helps our team review and handle your request more efficiently.

Customers may also contact our Customer Service team by phone, and our representatives will guide you through the process.

Step 2: Request Verification

After receiving your request, our service team will carefully review the information provided.

The verification process may include:

  • Confirming order details through our system records and payment information.

  • Checking whether the request falls within the 30-day return period.

  • Evaluating the product condition and verifying any reported defects or issues.

Step 3: Return the Product (If Approved)

If your return or exchange request is approved, we will notify you by email or phone and provide the necessary return instructions, including the return address.

Customers should:

  • Pack the product carefully using appropriate protective materials.

  • Include return documentation containing the order number, product information, and reason for return or exchange.

  • Use a trackable shipping service to allow shipment monitoring.

A return label may be included with your package. Customers are encouraged to use the provided label whenever applicable. If the return label is unavailable or cannot be used, please contact our Customer Support team for assistance.

Refund Processing

Once the returned product has been received, our team will inspect the item to confirm that it meets the return requirements.

If approved, the refund will be issued to the original payment method used during checkout.

Refund Method and Timeline

Processing Time

Approved refunds are generally processed within 5 business days after approval.

Refund Method

All refunds will be issued to the original payment method to ensure secure and traceable transactions.

Please note that the time required for the refund to appear in your account may vary depending on your payment provider or financial institution.

Return Shipping Costs

Customer-Initiated Returns

For returns requested due to personal preference, change of mind, or reasons unrelated to product defects, customers are responsible for return shipping costs.

We recommend using a shipping method with tracking and keeping proof of shipment until the return process is completed.

Store Errors or Manufacturing Defects

If the return is caused by our mistake or a confirmed product defect, we will cover the applicable return shipping costs.

Customers may receive:

  • A full refund; or

  • A replacement product at no additional charge.

Any return label provided by us should be used whenever applicable.

Customer Damage or Non-Eligible Returns

Returns or exchanges may be refused if:

  • The product has been damaged due to customer misuse, improper handling, or negligence.

  • Original packaging, accessories, or required components are missing.

  • The product no longer meets the conditions required for resale.

Contact Information

If you have any questions regarding cancellations, returns, exchanges, or refunds, please contact our Customer Support team.

Phone: +1 (313) 585-1606

Email: info@decovillach.com

Address:
25674 W 12 Mile Rd #303, Southfield, MI 48034, United States