Refund policy

THE FOLLOWING WILL BE TAKEN INTO ACCOUNT WHEN APPROVING A RETURN

  • The product must be returned in perfect condition and include the original packaging. We will not exchange or refund any product that has been tampered with by the customer, misused, damaged, etc. In such cases, the warranty will be void. If the product is in good condition but the box, plastic wrap, or packaging in which it is contained is damaged, the return will not be accepted.

  • Both the pickup of the product and its return will be handled by Decoeuropa through our RMA (Return Merchandise Authorization) service on the same website within your account.

How do I file a claim for my order? It's very easy:

1.- Log in to your account at www.decoeuropa.com

2.- Access your Orders

3- Create an RMA (Order Issue): Click on this option and follow the steps indicated on the website, specifying the reason for the return in the drop-down menu; please attach images that may help us process the claim, including product details

  • Once the return has been approved by our RMA department, the customer is responsible for arranging the return shipment. You must include the order form in PDF format, which can be downloaded from our website. It is important to attach a note to the outside of the package that reads "RMA + order number + Decoeuropa".
  • To avoid the risk of damage during shipping, it is very important that you pack the products properly, as we cannot accept returns if they are damaged during transit.
  • To return a product, you must submit a return request through our website. Select the reason "I don’t like the order; I want to return it." You must then send it to our facility located at:
    14th Ronda Street,
    28320
    Pinto, Madrid, España
    through any reputable freight or parcel delivery company. If you do not have a preferred freight or parcel delivery company, please let us know via the support ticket you have opened, and we will arrange for the pickup of the item(s) you wish to return. The cost of this service is €14,95 plus VAT, not including any additional charges that may apply due to the dimensions, weight, or number of packages of the goods to be picked up.
  • In exceptional cases, a penalty (to be determined on a case by case basis) will be applied to the product’s value whenever goods do NOT meet any of the conditions for the right of withdrawal to be accepted, and Decoeuropa decides to accept the return by applying the corresponding penalty. (Minimum of 40% of the product’s value).
  • For quotes not accepted by the customer, returned merchandise, "Claim rejected by Technical Support," or any customer material in Decoeuropa’s possession, the customer is obligated to pay storage fees starting 30 days from the moment the customer is notified that the item is available for pickup. The storage fee is €1 per day + 3% of the value of the material.
  • The credit for the merchandise, if applicable, will be refunded to the customer via the same payment method used at the time of purchase, or, if desired, may be stored as a credit in their account for future purchases. In the event that the product arrived in poor condition, another item with similar characteristics will be sent. Cash refunds will never be issued more than 15 days after the purchase; instead, a store credit will be provided that can be used on the website. www.decoeuropa.com will not take any action until we have received the returned merchandise and it has been inspected by our Technical Support Department.
  • We strongly recommend that you inspect your order upon receipt so that, should you need to file a claim later, we can process it within the specified timeframe. Any claims submitted after the deadline will not be accepted, and the customer will be held responsible.

For all returns where the customer does not want the merchandise for personal reasons or due to circumstances unrelated to the products or services associated with Decoeuropa, only the cost of the merchandise will be refunded (shipping costs or other service fees will not be included). In the event that the product arrived in poor condition or a service was not fulfilled, the refund amount will include shipping costs, and we will arrange for the products to be picked up. If the customer prefers, they may also ship the products to our facilities at their own expense, and these costs will be added to the refund upon submission of proof of payment for said service.

PRODUCT RETURN COSTS (HANDLING, PACKAGING, AND SHIPPING FEES)

  • Standard Return (1 box weighing less than 10 kg) = €14.95 (VAT included)*
  • Surcharge per Package (Each additional box) + €14.95 (VAT not included)
  • Surcharge per kg (Every additional 10 kg per box) + €14.95 (VAT not included)

Large packages will incur additional charges, which must be confirmed on a case-by-case basis. (This does not include Brexit-related taxes, such as tariffs or export fees.)

For returns of merchandise for any reason not attributable to Decoeuropa, where the product was originally purchased with the free shipping promotion, the customer will be charged the shipping cost, based on the quantity of merchandise, weight, and number of packages returned.

TYPES OF RETURNS

DUE TO DAMAGE OR DEFECTS IN THE PRODUCT DURING SHIPPING

If you receive a product that has been damaged during shipping, you have 48 hours from the time you receive your order to file a claim through our RMA system, providing the following information:

  1. A detailed description of what happened, including any information that helps clarify the facts and demonstrate that the courier service’s negligence caused the breakage or damage to the product received.
  2. Upload photos to the RMA system that clearly show the damage to the received item.
  3. Photos of the packaging clearly showing any "damage, dents, or breaks." This field is very important because if the carrier’s negligence is not clearly demonstrated, the claim may not be considered by the shipping agency.
  4. Photographs of the carrier’s label that also show the entire product subject to the claim and clearly display the shipment number of the package or box received.

When you send the email with the documentation, please include the tracking number from the shipping company that you received in your email. Decoeuropa will process the claim and keep you informed of its status at all times. Please note that any incomplete notification or one submitted through other channels will not be considered, and its date of submission will not be valid for the purposes of a subsequent claim with the shipping agency.

IMPORTANT: If you notice any damage to the packaging of your order upon delivery, we recommend that you note this on the delivery slip provided by the courier, writing "PACKAGE DAMAGED / IN POOR CONDITION, PENDING INSPECTION." This will facilitate the process of filing any subsequent claims with the shipping carrier.

In cases of partial deliveries by the shipping company (for example, if only 5 boxes out of a total of 10 are delivered), you must note the missing items on the delivery receipt and contact us via the support ticket.

The merchandise is fully insured, which means that in the event of loss and/or damage, factorled.com will replace the merchandise at no cost to you, or will issue the corresponding credit once the claim has been accepted by the shipping carrier.

DUE TO AN ERROR OR MISTAKE IN THE ORDER SHIPMENT

If a product is found to be missing from the shipment, or if the product differs from what was ordered on the website, the customer has 48 hours from receipt to notify our Technical Support Department (SAT) of the shipping error and provide all requested documentation to the email address: info@decoeuropa.com including the following information:

1) A detailed description of what happened, including any information that helps clarify the facts and document the issue with the order.

2) Photographs that help identify the issue. Examples: Take photographs or screenshots to demonstrate errors in the website or product description; for non-receipt of a product, take photographs that identify the order with all received products positioned exactly as they were received, including any packing material and inside their respective boxes. This step is very important because if the issue is not clearly demonstrated, the claim may not be considered.

When you send the email with the documentation, please include the invoice.

Decoeuropa will process the claim and keep you informed of its status at all times.

Once the issue has been resolved in the customer’s favor, Decoeuropa will cover the costs of picking up the incorrect product and delivering the correct one, or shipping the item directly, as appropriate depending on the type of claim.

DUE TO RETURN OF THE PRODUCT

  • We accept returns of our products, provided that no more than 15 days have passed since receipt of the product and provided that the product is in perfect condition. If the return is made between 16 and 30 days after receipt, it will be accepted with a 30% deduction from the product’s value.
    The merchandise must be shipped in its original packaging with all accessories and must be in perfect condition; it must not show any signs of tampering, odors, abuse, or damage. It must be accompanied by the order document or invoice. If any of these conditions are not met, the return will be denied, and the package will be held for 15 calendar days for you to pick it up. (If you do not pick it up, it will be recycled accordingly.)

    The customer is responsible for the return shipping costs and for sending the item to our facility at:
    14th Ronda Street
    28320
    Pinto, Madrid
    +34 654 777 000

    Once the product has been received, Decoeuropa will refund the cost of the item, but not the return shipping costs incurred.
    Some consumers exercise their right of withdrawal within the 15-day period, but only after having used the goods beyond what is necessary to determine their nature, characteristics, or functioning. In this case, the consumer does not lose the right of withdrawal, but must be liable for any depreciation of the goods (minimum 40% based on depreciation).
  • The refund for the outstanding product amount will be issued 15 days after we receive the merchandise and verify its condition. We await the return of the merchandise in question.

DUE TO A DEFECT IN THE PRODUCT

If the product you receive is defective in any way, we will exchange it according to the following procedure:

  1. The customer must open an RMA ticket; we will contact you via email to arrange for the product to be picked up by our shipping carrier.
  2. If everything is in order, we will arrange for the pickup. The product will be received at our warehouse, and its condition will be inspected to confirm that it is indeed defective. In this case, Decoeuropa will proceed with the repair, exchange, or replacement and will cover the shipping costs for both the outbound and return shipments. Decoeuropa will proceed with the repair, exchange, or replacement and will cover the shipping costs for both the outbound and return shipments, but will not cover the cost of the packaging materials used to ship the product. (€12, tax included)
  3. Conversely, if the product is in perfect condition, the customer will bear the costs of the return (see table above "Return Cost") and the reshipment of the item (Decoeuropa shipping rates). Whenever possible, and to avoid unnecessary costs for the customer, the merchandise may be included in the customer’s next order.

IMPORTANT: Before processing a return, we recommend that you perform the necessary tests to verify that the product is indeed defective. If the product works properly upon receipt and the reason for the return is due to your lack of knowledge regarding how to use it, you will be responsible for all shipping costs, both to and from us.

COMPLETION OF THE RMA PROCESS

1) Processing Your Request via RMA: We will keep you informed of the status of your case at all times via email. Our technical service will perform the tests, repairs, replacements, or other necessary operations to resolve your issue as quickly as possible. Whenever possible, we will repair the product or replace it with another of similar technical specifications. If this is not possible for other reasons, we will issue a credit for the product, deducting 5% per month from the date of purchase, which can be applied to future purchases.

2) Notification: Technical Support Service Completed:

A. Products related to a claim will be shipped using the standard delivery method and on an individual basis, except in cases where we can coordinate a combined shipment with a customer’s order.

B. Please note that you can check the status of your claim at any time through your account.