Decords offers a 90-day return policy for eligible standard products. This commercial return policy is additional to any mandatory consumer rights that apply to your order.
Statutory right of withdrawal
Eligible consumers may withdraw from a distance contract within the period provided by applicable law. For eligible consumers in the European Union, the statutory period is generally 14 days from the day the consumer or an indicated third party receives the goods. The right may also be exercised before delivery.
Statutory exceptions apply, including goods made to the consumer's specifications or clearly personalized. Mandatory rights relating to incorrect, damaged or defective goods remain unaffected.
90-day return eligibility
To qualify under the Decords 90-day return policy, contact us within 90 days after receiving the item. The item must be unused, in its original condition and packaging, and accompanied by a receipt or other proof of purchase.
Sale items, custom-made products, personalized products and special orders are not eligible for a change-of-mind return unless required by law.
Starting a return
Contact info@decords.com with your order number and reason for return before sending anything. If the return is accepted, we will provide the correct return address and instructions. Items sent without prior authorization or to an address other than the instructed return address may not be accepted.
Return shipping costs
Direct return shipping costs are the customer's responsibility unless the return is caused by an incorrect, damaged or defective item for which Decords is responsible, or applicable law requires Decords to bear the cost. Decords does not normally provide prepaid return labels.
If the customer expressly selected a priority or express delivery service that cost more than the least expensive standard delivery offered, the supplementary delivery amount may be excluded from a statutory withdrawal refund where permitted by law.
Unclaimed, refused and undeliverable shipments
Free standard shipping means that no separate standard delivery charge is added at checkout. Decords still pays the carrier for the shipment. Free shipping does not include reshipment, address correction, return-to-sender transport or other additional carrier services caused by a delivery failure attributable to the customer.
If a shipment is returned because the address was incorrect or incomplete, delivery was refused, the recipient failed to make reasonable arrangements after a delivery attempt, or the shipment was not collected from a designated pickup point after proper notification, Decords may offer:
- reshipment after confirmation of the delivery details and payment of the actual new shipping cost; or
- a refund where available under applicable law or this policy.
To the extent permitted by applicable law, actual and documented additional costs directly caused by the failed delivery may be deducted from a voluntary or non-statutory refund or invoiced separately. These may include return-to-sender, address-correction and storage charges and, where legally permitted, the cost of an unsuccessful outbound shipment.
Where a mandatory statutory right of withdrawal applies, the refund will be calculated as required by that law. No such costs will be charged when the failed delivery was caused by Decords or the carrier, including a confirmed misdelivery or the absence of a genuine required delivery attempt or required notification.
Damaged, incorrect or defective items
Inspect the order after delivery and contact us promptly if the item is damaged, incorrect or defective. Include the order number, a description and clear photographs where possible. We will assess the issue and provide the remedy required by applicable law, which may include repair, replacement, price reduction or refund.
Exchanges
The fastest way to receive a different eligible standard item is to complete the approved return and place a separate new order. Custom-made and personalized goods may not be exchangeable for change of mind.
Refunds
We will notify you after receiving and reviewing the return. Approved refunds are made to the original payment method. For statutory withdrawals, refunds are made within the mandatory period, although Decords may withhold the refund until the goods are received back or the customer provides evidence of having returned them, whichever occurs first, where applicable law permits.
Bank and payment-provider processing times may vary. Decords does not control the time required by the customer's bank to post an approved refund.
Nothing in this policy limits mandatory consumer rights.
Last updated: 11 August 2026.
