Refund and Return Policy
At DecoPave, we are committed to providing you with exceptional products and services. We understand that sometimes, despite our best efforts, returns or refunds may be necessary. Our refund and return policy is designed to make this process as straightforward as possible:
1. Satisfaction Guarantee:
We take pride in the quality of our products. If, for any reason, you are not satisfied with your purchase, please contact our customer service within 30 days of receiving your order.
2. Eligibility for Returns:
- To be eligible for a return, your item must be in its original condition, unused, and in the same packaging as received.
- Custom-made or personalized items may not be eligible for return unless they are damaged or defective.
3. Returns Process:
- Contact our Customer Service: Initiate the return process by contacting our dedicated customer service team. Provide your order number and a detailed reason for the return.
- Return Authorization: Once your return is authorized, you will receive instructions on how and where to send the item.
4. Refund or Exchange:
- Refund: If your return is approved, we will initiate a refund to your original payment method. Please allow a few business days for the refund to reflect in your account.
- Exchange: If you prefer an exchange for a different product, we will process it promptly, subject to product availability.
5. Shipping Costs:
Shipping costs for returning items are the responsibility of the customer unless the return is due to a product defect or an error on our part.
6. Damaged or Defective Items:
If you receive a damaged or defective item, please notify us within 7 days of receipt. We will promptly replace the item at no additional cost to you.
7. Non-Returnable Items:
We cannot accept returns for blocks that have been broken or damaged after they were delivered in pristine condition.
It’s our commitment to provide you with the best products possible, and we encourage our customers to inspect their orders upon delivery to ensure satisfaction.
8. Restocking Fees:
For certain items, a restocking fee may apply. This fee will be communicated to you during the return process.
DecoPave reserves the right to refuse returns that do not comply with this policy or if the returned items are not in their original condition.
We value your business and strive to provide a hassle-free return and refund process. If you have any questions or concerns regarding our policy or your specific situation, please do not hesitate to contact our dedicated customer service team. Your satisfaction is our priority, and we are here to assist you.