Thank you for shopping at Decordelighthouse.com. Your business is extremely important to us, that’s why we offer a HASSLE-FREE 30-DAY RETURN POLICY on most of the products listed on our website.

If you are unsatisfied with your purchase at Decordelighthouse.com for any reason, you have thirty days to send it back for a full refund. To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging and include all product labels, tags and instructions.

HOW DO I RETURN AN ITEM?

If you are not happy with your purchase and wish to return an item, please use our Contact Us page or email us directly at service@decordelighthouse.com within 30 days from receiving your order. 

Please do not send items back to the return address included on the shipping label. This is the address of our overseas warehouse and a refund will not be possible if it’s not sent to our designated office.

Please provide your NAME and ORDER NUMBER as well as the reason for your return. Our customer service team will review the return request and will send further instructions on how to package the item and where to send it, if the return is approved.

Any item that is not in its original condition is damaged or missing parts will not be accepted. Returned items must be unused in the same condition that we sent it to you and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.

RETURN SHIPPING CHARGES:

Unless we made an error and sent you the wrong item, you will be responsible for return shipping charges. If the item was damaged or missing parts, we can resend the missing or damaged items at no cost.

In some countries on case to case basis, we provide FREE RETURN service. Our customer service team will assess each case and decide if the return qualifies for FREE SHIPMENT. 

PRODUCT EXCHANGES:

We clearly describe each of the products on our website and provide detailed product photos. Unless we make a mistake, we only replace items if they are defective or damaged. If you accidentally ordered the wrong item, you will need to return it for a refund and place a second order for the correct item.

ORDER CANCELLATIONS:

If you would like to cancel your order, you must submit your cancellation request within 24-hours. If the item has already been shipped from our warehouse before cancellation request, it will need to be returned to our local office (after arrival) for a refund.

WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE / INCORRECT / DAMAGED ITEM?

Please contact our Customer Support team (Contact Us Page) to start the return process. Please include the following information:

• Order number
• Video or photo of the faulty product (if applicable)
• Complete delivery address
• Contact telephone number

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

Our customer service team will review the return request and will send further instructions on how to package the item and where to send it.

HOW LONG IS THE RETURNS PROCESS?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees. 

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven’t received a credit for your return yet, here’s what to do:

Contact the bank/credit card company. It may take some time before the refund is posted to your account.