Returns, Withdrawal, Complaints & Warranty Policy

Last updated: June 2026

This Policy explains how ShopDecor handles statutory withdrawal requests, returns, complaints, warranty claims, delivery issues, damaged products, defective or non-conforming products, wrong products, missing or incomplete products, exchanges, replacements and refunds.

This Policy should be read together with the Terms and Conditions of Sale and the Privacy Policy. Mandatory consumer rights always prevail over any conflicting provision in this Policy.

1. Main request channel

Customers should submit order-related requests through the dedicated electronic form: Statutory Right of Withdrawal & Complaints Form (https://www.shopdecor.com/pages/withdrawal-and-complaint-form).

The form may be used for:

• Damaged product(s) on delivery

• Defective or non-conforming product(s)

• Delivery delay or other delivery issues

• Missing, incomplete or incorrect product(s)

• Statutory right of withdrawal

• Wrong product(s)

• Other order-related requests

The form is accessible without logging in. After submission, the customer receives an electronic confirmation of receipt, provided that the email address entered in the form is correct. Customers are strongly encouraged to use the form because it helps identify the order and process the request efficiently. This does not prevent a customer from using any other clear statement where applicable law allows or requires it.

2. Consumers and business customers

A consumer is a natural person acting for purposes outside their trade, business, craft or profession. A business customer is a customer purchasing for purposes related to a trade, business, craft or profession.

Some rights described in this Policy, including the statutory right of withdrawal, apply only to consumers where required by applicable law. Business customers may be subject to different warranty, liability, inspection and jurisdiction rules to the extent permitted by law.

3. Statutory right of withdrawal

Where a consumer has a statutory right of withdrawal under applicable law, the consumer may withdraw from the contract without giving any reason within the applicable withdrawal period. For EU consumer distance contracts for goods, the standard withdrawal period is 14 days from the day on which the consumer, or a third party indicated by the consumer other than the carrier, receives the goods. If goods from one order are delivered separately, the period may run from receipt of the last good, where required by law.

The consumer may exercise the right of withdrawal through the Statutory Right of Withdrawal & Complaints Form. If the request concerns the exercise of a statutory right of withdrawal, the consumer is not required to provide a reason or supporting documents. The optional upload field is not required for withdrawal requests.

The withdrawal declaration is considered submitted on time if it is sent before the expiry of the applicable withdrawal period. ShopDecor will send an electronic confirmation of receipt for submissions made through the form.

4. Products excluded from withdrawal

ShopDecor generally sells new, non-personalized design products from third-party brands and manufacturers. Ordinary catalogue products are not excluded from withdrawal solely because they are bulky, heavy, fragile, sourced from suppliers, have a long lead time, or are not physically available in ShopDecor's warehouse at the time of order.

If a product is custom-made, clearly personalized, bespoke or otherwise legally excluded from withdrawal under applicable law, this must be clearly communicated to the customer before purchase. Where no lawful exclusion applies, eligible consumers retain their statutory withdrawal rights.

Customers who request a special quotation, customization or non-standard product through Customer Support should carefully review the information provided before confirming the order, because different legal consequences may apply where the product is clearly personalized or made to the customer's specifications, if permitted by applicable law.

5. Returning goods after withdrawal

After exercising a statutory right of withdrawal, the customer must return the goods within the period required by applicable law. For EU consumer withdrawals, this is generally 14 days from the day on which the consumer informs ShopDecor of the decision to withdraw, unless a different mandatory rule applies.

Products should be returned with appropriate protective packaging and, where reasonably possible, in their original packaging, especially for fragile, bulky or design products. Original packaging is strongly recommended to reduce the risk of damage during return transport. However, failure to use original packaging does not automatically remove mandatory consumer rights.

The customer may be liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods, in accordance with applicable law.

Customers should not send products back cash on delivery or without following reasonable return instructions, unless mandatory law provides otherwise. If a prepaid return label is made available by ShopDecor for a voluntary withdrawal return, the cost may be deducted from the refund only where permitted by applicable law and after proper information to the customer.

6. Return shipping costs in withdrawal cases

Where a consumer exercises a statutory right of withdrawal, return shipping costs are borne by the customer where permitted by applicable law and where the customer has been properly informed. If applicable law requires ShopDecor to bear or reimburse return costs in a specific case, ShopDecor will comply with that law.

Because ShopDecor sells internationally and product dimensions, weight and destination may vary significantly, return shipping costs can vary. If ShopDecor offers or arranges a prepaid return label, the customer will be informed of any cost or deduction where required by law.

7. Refunds after withdrawal

For eligible consumer withdrawals, ShopDecor will reimburse the payments required by applicable law. For EU consumer withdrawals, this generally includes the price of the returned products and the standard outbound delivery costs, but not supplementary delivery costs resulting from the customer's choice of a delivery method other than the least expensive standard delivery option offered by ShopDecor.

Refunds are made using the same payment method used for the original transaction, unless the customer expressly requests or agrees to a different method and such method is permitted by applicable law. Store credit or vouchers may be offered only as a voluntary option and are not mandatory.

ShopDecor may withhold the refund until it has received the returned goods or until the customer has supplied evidence of having sent back the goods, whichever is earlier, where permitted by applicable law.

Import duties, customs charges and taxes may not be refundable by ShopDecor where they were not collected by ShopDecor, where they are not recoverable from customs or tax authorities, or where applicable law does not require ShopDecor to refund them. Where duties and import taxes were charged at checkout as part of a duties-paid shipment, ShopDecor will handle any refund according to applicable law and the conditions of the order.

8. Exchanges and replacement orders

ShopDecor may offer exchanges or replacement orders depending on product availability, price differences, logistics and applicable law. In many cases, ShopDecor may process a credit note or refund against the original order and then create a new order manually. If the replacement order costs less, the difference may be refunded. If it costs more, the customer may be asked to pay the difference.

Any exchange or replacement option does not limit mandatory rights available to consumers for withdrawal, defective goods or non-conformity.

9. Damaged product(s) on delivery

Customers are strongly encouraged to inspect the external packaging at delivery. If the package appears damaged, wet, opened, crushed, altered or even slightly compromised, the customer should, where possible, sign the carrier document with a reservation such as "goods accepted subject to inspection" and describe the visible damage.

This reservation helps ShopDecor investigate transport damage with the carrier. However, failure to make a reservation with the carrier does not automatically remove mandatory consumer rights for damaged, defective or non-conforming goods, especially where the damage was not reasonably visible at delivery.

Customers should report visible transport damage as soon as possible using the Statutory Right of Withdrawal & Complaints Form. Photos of the packaging, shipping label and damaged product may be uploaded with the form where available and may also be requested later by Customer Support where reasonably necessary to assess the claim. Photos and supporting documents are not required to exercise a statutory right of withdrawal.

10. Defective or non-conforming product(s)

Consumers benefit from the statutory legal guarantee of conformity provided by applicable law. This statutory guarantee is separate from, and not limited by, any commercial warranty that may be offered by the manufacturer.

If a product is defective or does not conform to the contract, the customer may be entitled to remedies such as repair, replacement, price reduction or termination of the contract, in accordance with applicable law. ShopDecor handles these cases on a case-by-case basis, taking into account the product, defect, manufacturer, availability, proportionality of remedies and applicable law.

Customers should submit defective or non-conforming product claims through the Statutory Right of Withdrawal & Complaints Form. ShopDecor may ask for photographs, videos, descriptions or other information reasonably necessary to assess the issue and process the request. This does not affect mandatory consumer rights.

Where a complaint for defect or non-conformity is well-founded and return of the product is required, return costs will be borne by ShopDecor, except in cases of abuse, fraud or manifestly unfounded claims, and always subject to applicable law.

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 possible using the Statutory Right of Withdrawal & Complaints Form. ShopDecor will review the order, warehouse records, carrier information and any supporting material to determine the appropriate resolution.

Depending on the case and applicable law, remedies may include sending the missing item, replacing the incorrect product, arranging return shipment, issuing a refund, or another appropriate solution.

12. Warranty claims and manufacturer warranties

ShopDecor does not offer a separate ShopDecor commercial warranty unless expressly stated. Products may be covered by the statutory legal guarantee of conformity and, in some cases, by a manufacturer warranty. Manufacturer warranties, where available, are separate 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.

For business customers, warranty rights may be limited or differ from consumer rights to the extent permitted by applicable law.

13. Delays and delivery issues

Estimated lead times are provided in good faith and may depend on supplier production, stock availability, international transport, customs and carrier operations. If ShopDecor becomes aware of a material delay, it will inform the customer. Where applicable law gives the customer the right to cancel due to delay, the customer may exercise that right in accordance with applicable law.

Delivery delay or delivery issue requests may be submitted through the Statutory Right of Withdrawal & Complaints Form. Customer Support will review the order status, supplier status and carrier information and will provide available options.

14. International orders, duties and customs

For non-EU orders, duties, import taxes, customs charges or other local fees may apply. Where these charges are collected at checkout, the order should be treated as duties and taxes paid by ShopDecor for that shipment, subject to the checkout information and applicable law. Where they are not collected at checkout but are due in the destination country, ShopDecor will inform the customer after order receipt and before shipment where reasonably possible.

If a customer refuses delivery after having been properly informed of destination duties, taxes or charges, any return, storage, re-shipment, cancellation or refund will be handled in accordance with applicable law and the circumstances of the case.

15. 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.

16. Privacy and supporting documents

Personal data submitted through the form, including any uploaded photos or documents, is processed in accordance with the Privacy Policy. Customers should avoid uploading unnecessary personal data or documents not relevant to the request. Supporting documents are optional and are not required for statutory withdrawal requests.