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Return, Exchange and Refund Policy

 

Return Period
You have 45 days from the date of receipt to request a return or exchange. If 45 days have gone by since your package was delivered, we unfortunately cannot offer you a refund or exchange.

Return and Exchange Conditions
We accept returns and exchanges under the following circumstances:

  • Issues with the product's appearance.

  • Quality defects or functional failures.

  • Significant odor, severe color difference, or aesthetic discrepancies.

  • Incorrect items received (mismatched with the order).

  • Returns for no reason (Change of mind).

Return Process

  • Contact us via email at care@decokento.com or call +1 (347) 445-3781 to apply for a return. Please provide your order number, proof of payment, reason for return, and relevant videos or photos.

  • Our customer service team will process your application immediately. If approved, we will notify you via your contact method and provide the return address.

  • You need to send the item back to the designated return address and wait for us to receive it.

  • Upon receiving the item, we will immediately inspect whether it matches the condition you reported. If the inspection is passed, we will arrange your refund immediately. For more information on refunds, please refer to the Refund Process section.

Exchange Process

  • Contact us via email at care@decokento.com or call +1 (347) 445-3781 to apply for an exchange. Please provide your order number, proof of payment, reason for exchange, and relevant videos or photos.

  • Our customer service team will process your application immediately. If approved, we will notify you and provide the return address.

  • You need to send the item back to the designated return address and wait for us to receive it.

  • Upon receiving the item, we will inspect it. If the inspection is passed, we will arrange the exchange within 1-3 business days. The estimated delivery time for the new item is 7-10 business days. For more information on shipping times, please refer to our shipping policy.

Refund Process

  • Refund Method: Refunds will be credited back to the original bank card (Visa, MasterCard) used for the purchase.

  • Processing Time: Depending on the processing efficiency of different banking institutions, we expect the refund to arrive within 1-5 business days. If the refund is overdue, please contact us for assistance.

Shipping Fees

  • For issues involving product appearance, quality defects, odors, severe color differences, or incorrect items, the return shipping costs will be borne by us.

  • For returns or exchanges caused by no reason (change of mind), the shipping costs shall be borne by you.

Return Label
A return label is included inside every package to facilitate your return process.

Product Condition for Returns
To be eligible for a return, the item must be unused and in the same condition that you received it. It must also be in the original packaging. Any item not in its original condition, damaged, or missing parts for reasons not due to our error may not be eligible for a full refund.

Missing Items or Parts
If you find that your order is missing parts or components upon arrival, please contact us within 48 hours of delivery. We will arrange to send the missing pieces to you at no additional cost.

Disclaimer
We are not responsible for product damage caused by improper assembly, misuse, or exposure to extreme weather conditions beyond the product's intended outdoor use. We reserve the right to refuse returns that do not meet the criteria outlined above.

Contact Us

Address: 222 WINDBROOKE LN, VIRGINIA BEACH, VA 23462-7270, US
Phone: +1 (347) 445-3781
Email: care@decokento.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)