If for any reason you are not satisfied with any of our products you can make a return within 30 days upon receipt of the product(s) for a full refund. All products must be returned in a saleable condition (i.e. in their undamaged and original new condition). Items that have been installed, used, worn, or modified in any way will not be accepted. To make a return please contact us at [email protected] and we will provide instructions for the return.
Is there a restocking fee for returning items?
We do not charge a re-stocking fee for returned items with a value less than £150. If the total value of the returned items exceeds £150 a 10% restocking fee will be charged.
Can I make an exchange?
We do not offer direct exchanges, however, you can return the unwanted the product(s) and place a new order for the item(s) you want to swap them for. Returns should be made within 30 days upon receipt of them. All products must be returned in a saleable condition (i.e. in their undamaged and original new condition).
Do I need to return the product(s) in its original packaging?
Product(s) should be returned in their original undamaged packaging.
Can I get my delivery fees refunded?
Return post must be paid by the buyer. Items damaged in transit are a carrier issue and money can only be refunded if the buyer opted for insurance. If the product is faulty or there is an error on our part related to your order, we will issue a refund for both your product order and any applicable return delivery fees.
If upon delivery you notice that the package and products have been damaged during transport, please immediately report and email photos of both the products and packaging to us.
If a returned item is being posted internationally, please clearly mark the package ‘RETURNED GOODS’, to avoid any customs charges. decounique is not responsible for any return customs charges made. Any charges incurred are the responsibility of the customer.
If you notice products are missing from the package you must immediately report this to us. Please do not destroy or throw away the packaging – we may request photos of the packaging for investigation.
For packages that have been returned as “unclaimed”, decounique reserves the right to charge you a handling fee to cover any return delivery and freight companies’ administrative costs. Mail is deemed unclaimed and returned to the sender after both a delivery was attempted and the recipient has subsequently failed to respond to notices left. If the courier is unable to deliver typically they will leave a notice informing the recipient to arrange a re-delivery or collection from a local post office. Post offices will not hold mail indefinitely and if the recipient fails to respond to notices after a certain amount of time the package will be returned to the sender.
How will I be refunded?
Refunds are sent directly back the same way your payment was made. For example, if you paid with a credit card, the money will go back to your card (it can take up to 30 days for the refund to show up on your card statement). If you paid with your bank account (eCheck or Instant Transfer) or PayPal balance, the money will go back to your PayPal balance. Please allow up to 7 to 14 business days from the date we receive your package for your credit to be issued.
If you have any questions about returning a product or refunds please email us at [email protected].