Returns & Refund Policy

If you change your mind about your purchase, you may request a return or exchange within 7 calendar days, subject to the conditions below.

• Products must be unused and unopened.
• Products must be in their original packaging.
• All parts, hardware and accessories must be included.
• The product must be in a condition suitable for resale.

Qualifying store purchases may be returned to the store for verification and approval. Approved refunds are processed to the original payment method.

For exchanges, if the replacement item costs more, you will pay the difference. If it costs less, the difference will be refunded to the original payment method.

Change-of-mind return transport costs are for the customer's account.

Products that have been opened, unpacked or assembled cannot be immediately refunded or exchanged. The product must first be returned to Decorum & Co for assessment.

Once received and inspected, our Returns Team will contact you with the outcome and next steps.

Online change-of-mind returns must be requested within 7 calendar days of receiving your order.

Products must be returned complete and in their original condition, with all parts, hardware, accessories and packaging where applicable.

The customer is responsible for the cost of returning a change-of-mind item to Decorum & Co.

If you experience a problem with a product, please submit a return request through your Decorum & Co customer account, or contact us for assistance if you are unable to access your account.

Please provide:

• your order number or proof of purchase;
• a clear description of the issue; and
• clear photographs or videos where requested.

Depending on the issue, we may first try to resolve it with a replacement component or another appropriate solution.

Where the complete product requires assessment, it must be returned to Decorum & Co.

Decorum & Co reserves the right to inspect, assess, test or assemble a returned product where necessary to establish the nature and cause of the reported issue.

Once the assessment is complete, our Returns Team will contact you with the outcome and next steps.

If your product has a single missing or damaged component, it may not be necessary to return the complete product.

Please submit a return request through your Decorum & Co customer account, or contact us for assistance if you are unable to access your account. Please include your order number and clear photographs showing the component concerned.

Where appropriate, Decorum & Co may arrange a replacement component.

The replacement component may be:

• collected from one of our locations; or
• sent to you where applicable.

If the issue cannot reasonably be resolved with a component replacement, we may require the complete product to be returned for assessment.

Warranty claims do not cover damage or problems resulting from:

• incorrect assembly or installation;
• misuse or improper use;
• accidental or impact damage;
• modification or alteration;
• overloading;
• water or moisture damage after delivery;
• improper storage;
• neglect;
• customer-arranged transportation damage; or
• normal wear and tear.

Where necessary, Decorum & Co may assess the product to determine the nature and cause of the reported issue.

For health and hygiene reasons, certain products may be subject to return restrictions, as indicated on the applicable product listing.

These products may be returned for a change of mind within 7 days only if they are unopened, unused and in their original sealed packaging.

Once opened or used, no change-of-mind returns or exchanges will be accepted.

If a product is reported as defective, Decorum & Co reserves the right to inspect and assess the item and will contact the customer with the outcome and next steps.

If you receive an item, colour, size or variant that does not match your order, please notify us as soon as possible by submitting a return request through your Decorum & Co customer account.

We may request photographs of the item received together with your order details.

Once verified, Decorum & Co will arrange the appropriate correction and return of the incorrectly supplied item.

The incorrect item must be returned complete and with all relevant components, accessories and packaging.

Decorum & Co will cover the applicable transport costs where an incorrect item was supplied by us.

Please inspect your order as soon as possible after delivery.

Any visible damage believed to have occurred during courier delivery must be reported to Decorum & Co within 24 hours of receiving the order.

Please provide:

• your order number;
• clear photographs of the damaged product;
• photographs of the packaging; and
• a photograph of the courier/shipping label.

This information is required for us to investigate and lodge the applicable claim with the courier.

Once the matter has been verified, we will contact you with the next steps.

Our courier partners operate independently from Decorum & Co.

While we can request a collection or delivery, we cannot guarantee:

• a specific collection or delivery time;
• the exact time the driver will arrive;
• that a collection and replacement will take place at the same time; or
• the courier's exact transit time once the parcel is in their network.

It is the customer's responsibility to ensure that someone is available at the provided address to hand over or receive the parcel.

Failed collection or delivery attempts resulting from no one being available may result in additional delays and/or courier charges.

Customers who collect products from a Decorum & Co location are responsible for ensuring that the product is transported safely after collection.

Decorum & Co cannot accept responsibility for damage caused during customer-arranged:

• loading;
• transportation;
• securing;
• unloading; or
• handling after collection.

If an item is returned with damage that was not present when it left Decorum & Co, the matter will be assessed and any applicable repair, replacement, transport or other costs may be for the customer's account.

All products returned to us must be properly packaged and protected for transportation.

Unless otherwise instructed, please ensure the return includes all relevant:

• product components;
• panels or parts;
• hardware;
• accessories; and
• packaging.

The customer is responsible for ensuring that the product is adequately packaged and protected for return transportation.

If a returned product arrives with additional damage caused during the return, including damage caused by inadequate packaging or protection, the customer may be held responsible for the damage and associated costs.

Products must not be sent to us without following the return instructions provided by our team.

Where a product can be repaired, our Returns Team will advise you accordingly.

Products repaired by Decorum & Co will be checked before being released where appropriate.

If you experience a further problem after a repair, please submit a return request through your Decorum & Co customer account, or contact us for assistance if you are unable to access your account. The product may be returned for assessment, after which our Returns Team will contact you with the outcome and next steps.

If you experience an issue more than 6 months after receiving your product, please submit a return request through your Decorum & Co customer account, or contact us with your order details and information about the problem if you are unable to access your account.

Any applicable manufacturer warranty, extended warranty or additional support will be considered according to the product and circumstances.

Where a repair or other assistance is available outside an applicable warranty, additional charges may apply.

Certain products may be sold at a reduced price because of a specific condition, imperfection or defect disclosed at the time of purchase.

Where the condition was disclosed and accepted before purchase, returns or claims based on that same disclosed condition will not be accepted.

Approved refunds are processed to the original payment method.

Qualifying unopened store purchases returned within the 7-day change-of-mind period may be refunded in store following verification and approval.

Products that have been opened, used, assembled or require assessment must first complete the applicable returns process before an outcome can be confirmed.

Once a refund has been processed by Decorum & Co, the time taken for the funds to reflect may depend on your bank or payment provider.

Qualifying unopened products may be exchanged within the 7-day change-of-mind period.

• If the replacement product costs more, you will pay the difference.
• If it costs less, the difference will be refunded to the original payment method.

Opened, assembled or used products cannot be immediately exchanged and may first require assessment.

After the 7-day change-of-mind period, requests to change a product purely because of preference will not be treated as a standard exchange.

Orders purchased through third-party marketplaces such as Takealot, Amazon or Makro must be handled through the applicable marketplace's returns process.

Please initiate your return through the marketplace where you placed your order.

All returns must be arranged and authorised by Decorum & Co before products are sent back.

Unauthorised returns may be refused, delayed or returned to the sender.

Please do not send or courier products to our stores or Main Warehouse without first receiving return instructions from our team.