Refund and Returns Policy
We stand behind every item we sell with a 100% satisfaction guarantee. We are confident that your purchase will exceed your expectations. However, if you are not entirely satisfied with your purchase, we offer returns accordingly. We will gladly accept returns if the item you received is not the correct item or your parcel is damaged in transit; we may require additional information such as an image of the damaged parcel or a photo of the item you received so that we may better assist you the return process better. If an item is damaged in transit, it is important to notify us within 24 hours after receipt of the item. After that time, we may not process a return on the basis that an item was received damaged. If a return is requested due to buyers’ remorse, we may ask for additional information regarding the request and, at that time, decide to determine if the request is valid. If it is determined that the request is invalid, we may issue a refund in the form of store credit, which may also be determined on a case by case basis.
Missing Parcels
Every item shipped from our warehouse centers will include a valid tracking number from FedEx, UPS, or USPS. In some instances, a signature will also be required during package acceptance. If a customer has not received their package, we first encourage our customers to check their provided tracking number with a valid FedEx, UPS, or USPS tracking system. We are always on hand to help, and should a customer have any trouble checking their tracking number; customer service is on hand to assist you. If a package has been lost and is confirmed lost by the designated postal carrier, we will gladly refund our customer once that lost carrier claim has been filed and closed. Please note in some instances international parcel can take up to 30 days to deliver.
Damaged Parcels
If a customer receives an item that has been damaged during shipping, we ask that they contact us within 24 hours. Customers may be asked to provide images of the damaged parcel, as well as images of the box in which the item was shipped, and they may be asked to return the item in its damaged condition to one of our warehouse locations. Customers will receive a full refund once the transaction is completed, including any transportation and delivery fees that may have been incurred. Customers who fail to notify us of damage within 48 hours of receiving their package will be unable to file a claim or request a damage claim from the carrier.
Items That Are Not As Described
If you are dissatisfied with a purchase and would like to return it because the item is not to your liking, we ask that you send us an email with your concern and the specifics of your request; we will respond to you within 12-24 hours with a prompt response. It may be necessary for customers to return an item at their own expense, a 20% return processing fee may be applied, or store credit may be issued in lieu of a cash refund on a case-by-case basis in such circumstances. Products must be returned in their original condition, with no modification, damage, or other change to be accepted for return. If any damage or modification is discovered, we reserve the right to refuse to issue a refund.
Wrong Item Sent
If you have received an item in error, please contact us, and include with an image of the item you have received. We will promptly ensure that this issue is resolved and will issue you a free shipping label to return the item, and will expedite the correct shipment of the item you have purchased. Our email address is info@allthedecor.com
