Refund policy

Returns & Refunds

At DecoRta, we want you to feel confident about your purchase. If you need help with a return, cancellation or an issue with your order, contact support@decorta.com.

1. Our 30-day return policy

For eligible standard products, you may request a return within 30 calendar days of delivery.

This is the deadline to notify us of your return request. After receiving our return instructions, please send the item within 14 calendar days, unless we agree otherwise.

For change-of-mind returns, products must be unused, uninstalled and undamaged, with their original packaging, accessories and complete contents. Please retain your order confirmation or other proof of purchase.

These conditions do not restrict your statutory rights concerning faulty, damaged or incorrectly supplied goods.

2. How to request a return

Email support@decorta.com with:

Your order number.
The product you wish to return.
The reason for your request.
Photographs, where relevant, of damage, defects or an incorrect item.

We will review your request and provide the applicable return instructions and address.

Please contact us before sending a parcel. Our Chicago business address is an administrative contact address and is not a return warehouse.

Return destinations depend on the product and fulfillment partner and may be domestic or international. Where an eligible change-of-mind return requires international shipping or special freight, we will disclose the applicable arrangements and, for items that cannot normally be returned by post, an estimated return cost before purchase.

3. Return shipping costs

For eligible change-of-mind returns, including ordering the wrong size or finish, the customer pays the return shipping cost.

We recommend a tracked service and suitable protective packaging. Please keep your proof of shipment.

If your item arrives damaged, defective or different from what you ordered, DecoRta will cover the necessary return or replacement shipping costs. Contact us first so we can arrange the appropriate solution.

4. Damaged, defective or incorrect items

Please inspect your order after delivery and contact us promptly if something is wrong.

Where possible, include photographs of the product, packaging and shipping label. Keep the product and packaging while we review the issue.

Depending on the circumstances and applicable law, we will arrange an appropriate repair, replacement or refund. Please contact us even if a defect becomes apparent later. Your statutory rights are not limited by our voluntary 30-day return window.

5. Custom-made and personalised products

Our voluntary 30-day change-of-mind return offer does not apply to products genuinely made to your individual specifications or clearly personalised, provided this exclusion was disclosed before purchase.

This may include rugs made to your requested dimensions or products manufactured with a bespoke size, design, finish or configuration.

A standard catalogue product is not automatically excluded merely because it is manufactured after an order is placed.

Custom-made and personalised products remain covered if they are defective, damaged or do not match the agreed specifications. Nothing in this policy excludes mandatory consumer rights.

6. Refunds

We will notify you after receiving and inspecting your return.

For approved returns under our voluntary policy, we will issue the refund to your original payment method within 10 business days of receiving the returned item. Mandatory legal deadlines apply where they require an earlier refund.

Your bank or payment provider may take additional time to display the credit.

Original delivery charges for voluntary change-of-mind returns are not refundable unless required by applicable law. We do not charge a restocking fee.

7. Cancellations and exchanges

We will confirm whether the change or cancellation can be made. Dispatch, production progress and any applicable statutory rights will be taken into account.

For custom orders, any cancellation restrictions or charges will be disclosed and agreed before payment. We will not apply an undisclosed cancellation charge.

For exchanges, please contact us before returning the original item or ordering a replacement.

8. EU, EEA and UK consumers

Where applicable law provides a right of withdrawal, you may notify us within 14 days of delivery that you wish to cancel an eligible purchase without giving a reason. You must then return the goods within 14 days of giving notice.

Exceptions may apply, including to goods made to your individual specifications or clearly personalised.

You may inspect the goods as necessary to establish their nature, characteristics and functioning. Handling beyond this may result in a deduction for diminished value where permitted by law.

For a valid statutory withdrawal, we will refund the payments required by law, including the least expensive standard delivery charge, within 14 days of receiving your cancellation notice. We may withhold the refund until we receive the goods or evidence that you have returned them, whichever occurs first.

You bear the direct cost of a change-of-mind return only where this was disclosed before purchase and is permitted by law.

Our voluntary 30-day return offer is additional to, and does not replace, your statutory rights.