We want our customers to be completely satisfied with your online purchase and we understand that on some occasions, you may need to return a product.
Proof of Purchase
Proof of purchase is required for you to obtain any refund, credit, exchange or repair set out in this Returns Policy or otherwise.
Refund, credit or exchange
If the product does not match its advertised description, Decohouse will provide you with a choice between a credit to the value of the item purchased or an exchange. However, please note that items on the website may appear differently on screen than it appears in real life. This may be caused by your screen settings or the settings that were used in the production of the original image. Colours and texture are often difficult to see and judge online with 100% accuracy. For this reason, we suggest you consider purchasing samples to ensure you are 100% happy with your choice prior to placing an order.
We do not exchange or refund for change of mind or excess ordering. A restocking fee of 25% apply to any refund or exchange provided by Decohouse.
Australian Consumer Law
Under the Australian Consumer Law, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Notwithstanding the above, there may be circumstances pursuant to the Australian Consumer Law where you are not entitled to such a return or replacement of goods and in such circumstances, Decohouse does not guarantee or warrant any such right. For example, the right under the Australian Consumer Law does not apply to change of mind or return of goods where damage occurred after installation for reasons not related to the condition of the goods at the time of supply or when attached to any property such as a house or unit that cannot be detached without damage.
For further information about the Australian Consumer Law and consumer guarantees, you can visit www.consumerlaw.gov.au.
Where there is no fault found requiring refund, credit or exchange by us, the product will be returned by you at your cost. We may need to consult with the manufacturer to determine the fault and resolution. Where the manufacturer assessment finds that there is no fault with the goods, or that the goods have been damaged due to misuse or abnormal use of the goods by you, we may require, at our discretion that you compensate us for any fee imposed on us by the manufacturer or freight cost in relation to this assessment.
Decohouse cannot offer a refund, credit or exchange where the damage occurred after installation or for reasons not related to the condition of the goods at the time of supply including, but not limited to, where the product has sustained damage due to any willful or accidental damage to the product, abnormal use, whether or not such use has been identified by Decohouse or the manufacturer, damage arising from furniture standing or being moved on the product, damage arising from unusually heavy wear of the product (including, but not limited to, damage caused by stiletto heels, castor chairs or any metal or hard ends of furniture or objects) or damage caused by water either through spillage, flooding or moisture penetration through the sub floor.
Our manufacturers make every effort to match dye lots, however, please be advised that colour shades and variations may appear in the product between different batch lots, (including, but not limited to, when the product is exposed to UV light).
Amendments to terms and conditions
We reserve the right to amend this Returns Policy at any time. Any amendments shall be effective immediately upon notification on the Site.