Refund policy
We understand that there may be occasions when a purchase needs to be returned. This policy explains the return and refund process for eligible purchases made through decolade.com.
14-Day Return Window
Eligible products may be returned within 14 days after delivery.
To request a return, please contact our customer service team within 14 days of receiving your order. Products should not be sent back before return instructions have been provided.
Eligible Returns
A return request may be submitted when:
- An item arrives damaged or defective;
- Your order contains an incorrect item;
- An item or component is missing;
- The product materially differs from its description on our website; or
- You change your mind about an eligible purchase.
For change-of-mind returns, products must be unused, in their original condition, and returned with the original packaging and included accessories or components.
For hygiene and safety reasons, certain products, including food, intimate apparel, and personal hygiene products, may not be eligible for change-of-mind returns once opened or used.
These exclusions do not affect applicable rights relating to defective, damaged, or incorrectly supplied products.
Requesting a Return
To begin a return, email:
Please include your:
- Order number;
- Product requiring return;
- Reason for the request; and
- Photos or other relevant information when needed to demonstrate an issue.
Please do not include payment account or other unnecessary financial information in your email.
After reviewing your request, our customer service team will provide return instructions when the return is eligible.
Return Shipping
For returns approved under this policy and requested within the 14-day return period, Decolade will cover the applicable return shipping cost using the return method provided or authorized by our customer service team.
Please follow the provided return instructions rather than arranging an unauthorized return shipment.
Returned Product Condition
Products returned because of a change of mind must remain in their original condition and be suitable for resale.
Where applicable, the original packaging, accessories, components, and other materials supplied with the product should also be included.
Different requirements may apply when an item was received damaged, defective, incomplete, or incorrect.
Refunds
After an eligible returned product is received, we will inspect it and confirm the outcome of the return.
Approved refunds will be issued to the original payment method used for the order.
After a refund has been issued, additional processing time may be required before the funds appear in your account. Processing times depend on your payment provider or financial institution.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, incomplete, or different from what you ordered, please contact us as soon as reasonably possible.
Include your order number and relevant details about the issue. Photographs may be requested when they are useful for reviewing the problem.
We will review the circumstances and provide an appropriate resolution in accordance with this policy and applicable consumer protection requirements.
Late Return Requests
Requests made more than 14 days after delivery are generally not eligible under our standard return policy.
Nothing in this policy is intended to restrict statutory rights or remedies that cannot legally be excluded.
Contact Us
For questions regarding a return or refund, please contact:
Customer Service: [email protected]
Website: decolade.com
Including your order number will help us locate your purchase and review your request more efficiently.