Refund policy
No Change-of-Mind Returns
Due to the international nature of our shipping and the fragile, oversized, or limited-availability nature of many of our products, we do not accept returns or exchanges for change of mind, personal preference, incorrect size or color selection, or an item no longer being wanted, except where required by applicable law.
Please review the product description, dimensions, materials, colors, and delivery information carefully before placing your order.
Where disclosed on the product page, slight variations in color, glaze, texture, bubbles, shape, finish, and measurements are natural characteristics of handmade or artisan-finished products and are not considered defects.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives. If an item arrives damaged, has a verified defect, or is different from the item you ordered, contact us at service@thedecortherapy.com as soon as possible, preferably within 48 hours of delivery.
Please include:
- Your order number
- Clear photos or video showing the item and the issue
- Photos of the outer and inner packaging
- A photo of the shipping label
Please keep the item and all packaging until we confirm the next steps. Do not send an item back without our written instructions.
Depending on the circumstances and product availability, an approved claim may be resolved with a replacement, partial refund, full refund, or another appropriate solution. A physical return is not always required.
Order Changes and Cancellations
We begin processing orders promptly. Please contact us immediately if you need to request a change or cancellation.
Requests cannot be guaranteed. Once an order has shipped, it cannot be changed or cancelled, except where required by applicable law.
Non-Returnable Items
In addition to our no-change-of-mind policy, we cannot accept returns of:
- Custom or personalized products
- Trade, project, or bulk orders
- Gift cards
- Opened or used personal-care products
- Opened or used fragrance, essential-oil, massage-oil, or candle products
- Items damaged after delivery through misuse, improper handling, or normal wear
These exclusions do not limit any rights that cannot be excluded under applicable law.
Statutory Consumer Rights
Nothing in this policy limits any consumer rights or remedies that cannot be excluded under applicable law.
Where the law in the delivery destination grants a mandatory cancellation or return right, we will honor that right. Please contact us within the applicable statutory period before sending anything back.
For consumer orders delivered to the European Union or the United Kingdom, a statutory withdrawal period may apply, generally allowing the customer to notify us within 14 days after delivery, subject to applicable exceptions.
For a statutory change-of-mind return, the customer is responsible for return shipping unless applicable law requires otherwise.
Approved Refunds
If a refund is approved, it will be issued to the original payment method within 10 business days. Your bank or card issuer may require additional time to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at service@thedecortherapy.com.