Returns, Withdrawal, Complaints & Warranty Policy
Last updated: July 2026
1. Purpose of This Policy
This policy explains how ShopDecor handles statutory withdrawal, returns, refunds, complaints, damaged products, defective or non-conforming products, missing or incorrect products, delivery issues and warranty matters.
It should be read together with the General Terms and Conditions of Sale, the Shipping and Delivery Policy and the Privacy Policy.
This policy does not limit any mandatory rights that consumers may have under applicable law.
2. Correct Channel for Each Matter
Using the appropriate form enables ShopDecor to identify your request and process it with greater efficiency. This does not prevent a customer from using any other clear statement where applicable law allows or requires it.
Consumers wishing to exercise their statutory right of withdrawal should utilize the dedicated Statutory Right of Withdrawal Form. This page can be accessed either via the link in the footer under the CONTACTS section or through the button labelled “WITHDRAW FROM CONTRACT HERE” situated at the bottom left of the screen in all pages of ShopDecor website.
Alternatively, for any other inquiries, customers should fill out the Order Complaints & Support Form, which handles:
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Products damaged upon delivery
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Defective or non-conforming items
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Shipping delays and delivery complications
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Incomplete, missing, or incorrect products
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Receipt of the wrong items
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Statutory right of withdrawal (using the dedicated form is recommended to provide only the required information)
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Any additional order-related concerns
Account authentication is not required to submit either form. Once a form is submitted successfully, an electronic acknowledgment of receipt will be sent automatically, on the condition that the provided email address is valid and free of errors.
3. Exercise of the Statutory Right of Withdrawal
Where the statutory right of withdrawal applies, the consumer may exercise it within the withdrawal period provided by applicable law.
The dedicated electronic function for exercising the statutory right of withdrawal is the Statutory Right of Withdrawal Form.
The form is accessible through the withdrawal button displayed on the ShopDecor website and through the link included in the relevant customer information pages as stated in the previous paragraph.
The form asks only for the information needed to identify the consumer, the order and the product(s) concerned by the withdrawal declaration. The consumer is not required to provide any reason or supporting documents.
After submitting the form, the consumer will receive an electronic confirmation of receipt at the email address provided in the form.
Where the consumer uses another clear statement expressing the decision to withdraw from the contract, ShopDecor will assess and process the communication where the intention to exercise the right of withdrawal is clear. The Order Complaints & Support Form may also be used in this limited sense, but consumers are strongly encouraged to use the dedicated Statutory Right of Withdrawal Form for withdrawal.
4. Withdrawal Period
For distance sales to eligible consumers, the withdrawal period is generally 14 days from the day on which the consumer, or a third party indicated by the consumer other than the carrier, receives the goods.
For a single order containing multiple goods delivered separately, the period may start from the day on which the last good is received, where required by applicable law.
The consumer exercises the right of withdrawal in time if the communication concerning the exercise of the right of withdrawal is sent before the withdrawal period expires.
5. Return of Goods After Withdrawal
After exercising the right of withdrawal, the consumer must return the goods within the timeframe required by applicable law, unless ShopDecor provides different lawful instructions.
ShopDecor will provide return instructions where needed. Customers should not send goods back without following the applicable return instructions, in order to avoid incorrect addresses, lost parcels or delays.
Products should be returned with suitable protective packaging and, where reasonably possible, in their original packaging, especially for fragile, bulky or design products. The consumer may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
6. Refunds After Withdrawal
When the right of withdrawal is validly exercised, ShopDecor will refund the payments required by applicable law.
This may include the price of the product(s) concerned and, where required, the standard outbound delivery costs paid for the order or for the product(s) concerned. Supplementary delivery costs resulting from the customer’s choice of a delivery method other than the least expensive standard delivery option offered by ShopDecor may not be refunded.
ShopDecor may withhold the refund until it has received the goods back or until the consumer has supplied evidence of having sent the goods back, where permitted by applicable law.
Refunds are generally issued using the same payment method used for the original purchase, unless a different method is agreed with the customer and permitted by applicable law.
7. Return Costs After Withdrawal
Return shipping costs after exercising the right of withdrawal may be borne by the consumer where permitted by applicable law and where the consumer has been properly informed.
Where ShopDecor provides a prepaid return label for a return whose cost is borne by the consumer, the cost may be deducted from the refund where permitted by applicable law.
The availability and cost of a prepaid return label may depend on destination, carrier availability, product size, product weight and product type.
8. Product(s) Excluded from Withdrawal
ShopDecor does not apply general product exclusions from the statutory right of withdrawal unless an exclusion is permitted by applicable law and applies to the specific product or situation.
If a product is clearly customized, personalized, made to the customer’s specifications or otherwise falls within a lawful exclusion, this will be assessed according to the applicable legal requirements and the information provided before purchase.
9. Damaged Product(s) on Delivery
If the packaging appears damaged, wet, opened, crushed, torn, resealed or otherwise irregular at delivery, the customer is strongly encouraged to accept the delivery with a written inspection reservation where the carrier allows it.
The reservation should describe the visible issue as clearly as possible, for example: “Packaging visibly damaged”, “Box crushed on one side”, “Packaging wet” or “Goods accepted subject to inspection”.
Customers should take photographs of the external packaging before opening it where possible and contact ShopDecor as soon as reasonably possible through the Order Complaints & Support Form if damage is found.
Failure to make a reservation with the carrier may make it more difficult to investigate a transport damage matter, but it does not affect mandatory consumer rights for damaged, defective, missing, incorrect or non-conforming products.
10. Defective or Non-Conforming Product(s)
If a product is defective or does not conform to the contract, the customer should contact ShopDecor as soon as reasonably possible through the Order Complaints & Support Form.
The customer should provide the order number, product details, a clear description of the issue and photographs or documents where useful.
ShopDecor may request additional information where reasonably necessary to assess the matter and process it.
For justified matters involving defective or non-conforming products, ShopDecor will provide the remedy required by applicable law, which may include repair, replacement, price reduction, termination of the contract or refund depending on the circumstances and customer status.
11. Missing, Incomplete, Incorrect or Wrong Product(s)
If the customer receives a missing, incomplete, incorrect or wrong product, the customer should contact ShopDecor as soon as reasonably possible through the Order Complaints & Support Form.
ShopDecor will review the order, shipment and warehouse information and provide instructions. Where the matter is confirmed and attributable to ShopDecor or its fulfilment process, ShopDecor will provide the appropriate remedy and bear the reasonable return shipping costs where required.
12. Warranty claims and manufacturer warranties
ShopDecor does not offer a separate ShopDecor commercial warranty unless expressly stated. Consumers benefit from the statutory legal guarantee of conformity provided by applicable law that cannot be limited by this policy.
Some products may also be covered by manufacturer warranties, where available, separated from statutory rights and may be subject to the manufacturer's own terms.
Where manufacturer warranty information is available, ShopDecor may help the customer identify the relevant process. A manufacturer warranty does not reduce mandatory rights that consumers may have against the seller under applicable law. Manufacturer warranties, if any, are provided by the relevant manufacturer and may vary by brand, product and country.
To file a warranty claim, customers can submit their request through the Order Complaints & Support Form. Each claim will be evaluated by ShopDecor in accordance with applicable legal requirements, product information, relevant manufacturer terms, and the specific circumstances of the case.
13. Business Customers
Business customers may have different rights, deadlines, remedies, warranty terms and return conditions from consumers, according to applicable law and any specific written agreement.
The statutory right of withdrawal generally applies to consumers where provided by consumer law and does not generally apply to business customers, unless mandatory law provides otherwise or ShopDecor expressly agrees in writing.
14. Exchanges, Replacements and Store Credit
Depending on the matter, product availability and applicable rules, ShopDecor may offer or agree to an exchange, replacement, repair, refund, price reduction, store credit or credit balance.
Store credit or voucher solutions are not mandatory for consumers where a refund is due. They are used only where agreed with the customer.
If a replacement or exchange product has a different price, Customer Support will inform the customer of any balance due or refund difference.
15. Duties, Import Taxes and Customs Charges
Returns and refunds for international orders can be impacted by specific destination rules, shipment methods, and local customs regulations, which determine the handling of duties, import taxes, and customs fees.
When duties and import taxes are collected directly by ShopDecor at the time of checkout, any potential refund will be determined in alignment with the initial checkout calculations, customs handling processes, and prevailing regulations.
On the other hand, if customs charges, duties, or import taxes were not collected by ShopDecor but were instead levied by a carrier, broker, or customs authority, ShopDecor cannot issue a refund for them unless required under applicable legislation or if ShopDecor manages to successfully recover those funds.
If a delivery is rejected by a customer who was fully notified about destination taxes, duties, or associated charges, the resulting return logistics, storage, re-shipment, cancellation, or refund procedures will be managed based on the specific context of the situation and applicable legal frameworks.
16. Fraud, abuse and unsupported claims
ShopDecor may investigate claims to protect customers, carriers, suppliers and the business from fraud or abuse. This may include reviewing order records, delivery records, photos, documents, customer communications and carrier information. Any investigation will be carried out in accordance with applicable law and the Privacy Policy.
This section does not limit mandatory consumer rights and does not prevent customers from exercising any statutory right available under applicable law.
17. Personal Data
Personal data submitted through the Statutory Right of Withdrawal Form or the Order Complaints & Support Form is processed as explained in the Privacy Policy.
18. Relationship with Other Policies
This Shipping and Delivery Policy should be read together with:
In case of conflict between the content of this policy and any mandatory consumer protection law, the mandatory consumer protection law will prevail.
