Refund and Returns Policy
At DECOCRU, customer satisfaction is important to us. Since many of our products are personalised and made specifically for each customer, returns are handled carefully and fairly.
1. Return / Replacement Eligibility
You may request a return, replacement, or refund if:
- You received a damaged product
- You received a defective product
- You received the wrong product
- The product is materially different from the product ordered
- The personalisation differs from the details correctly submitted by you
- The product is missing an item that was clearly included in your order
2. Non-Returnable Items
The following are generally not eligible for return, exchange, or refund due to change of mind, colour preference, size preference, or personal preference:
- Personalised products made with your name, photo, message, or custom design
- Products correctly made according to the details submitted by you
- Products with minor colour, print, texture, or size variations
- Products damaged after delivery due to misuse, mishandling, or improper care
- Products returned without original packaging, accessories, or proof of purchase
- Sale, clearance, customised, or special-order items, unless damaged, defective, wrong, or materially different from the order
3. How to Raise a Return Request
To request a return, replacement, or refund, contact us within [48 hours] of delivery.
Please share:
- Order number
- Registered name and mobile number
- Clear photographs of the product and packaging
- A complete unboxing video showing the sealed package, shipping label, and product
- A brief description of the issue
Send the request to: [support@decocru.in]
WhatsApp/Phone: [Phone Number]
4. Verification
Our team will review your request within [2–3 business days]. We may request additional photographs, videos, or information before approving a return, replacement, refund, or other resolution.
5. Return Pickup
If a return is approved, DECOCRU may arrange a pickup or provide return-shipping instructions. The product must be returned unused, undamaged, and with all original packaging and accessories.
For approved damaged, defective, wrong, or incorrect items, return shipping costs will be borne by DECOCRU where applicable.
6. Replacement
Where possible, we may offer a replacement instead of a refund. Replacement timelines depend on product availability and the production time required for personalised items.
7. Refund Timeline
Once the return is received and approved, refunds will be processed to the original payment method or another mutually agreed method.
- Prepaid orders: usually within [5–10 business days] after approval
- COD orders: refund may be processed through UPI or bank transfer after receiving the required details
- Bank or payment-gateway processing times may vary
Shipping charges, COD charges, gift-wrap charges, and other service charges may be non-refundable unless the issue was caused by DECOCRU.
8. Consumer Rights
Nothing in this policy limits rights available to customers under applicable consumer-protection law. Products that are defective, deficient, spurious, materially different from their advertised characteristics, or delivered late remain subject to applicable remedies.