RETURNS
The Décor Room – Returns, Refunds & Damaged/Faulty Items Policy
We’re confident you’ll love your new purchase. However, whether you shop online or in store at The Décor Room, we offer a returns policy should you not be completely satisfied.
Returns & Exchanges (Change of Mind)
If you wish to return or exchange an item for any reason, returns are accepted within 14 days of purchase.
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Items may be returned at the customer’s expense for an exchange or a refund to the original payment method.
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Proof of purchase is required.
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Returned items must be in original condition, unused, with tags attached and in original packaging.
Refunds for Online Purchases
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Refunds apply to the product price only and exclude any original shipping charges.
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If no shipping fee was paid at checkout, the refund amount will be reduced by the actual shipping costs incurred by The Décor Room.
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Refunds will only be processed once the returned item has been received and inspected.
Returns Sent via Customer-Arranged Shipping
Where a customer chooses to return a product using their own courier or postage arrangements, The Décor Room is not responsible for any loss or damage that occurs in transit. Any damage incurred during return shipping must be claimed by the customer directly with the courier or postage provider.
The Décor Room will provide photographs and reasonable assistance to support any insurance claim where required.
Returned items must be securely packaged. Items damaged due to inadequate packaging may not be accepted.
Exceptions
The following items are not eligible for return or exchange:
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Discounted, sale, or final clearance items
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Items not returned in original packaging
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Items with tags removed
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Items showing signs of wear or use
How to Initiate a Return
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Reply to your order confirmation email within 14 days of purchase, specifying the item(s) you wish to return.
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We will provide return instructions and the return address.
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Return shipping costs are the responsibility of the customer.
Lost or Damaged Items
If your item arrives damaged due to courier handling, please contact us within 5 days of delivery. You will need to provide clear photographs of the damaged item and packaging by emailing shop@thedecorroom.nz.
Once received, we will arrange for the courier to collect the item and packaging for inspection and will make every effort to organise a replacement as quickly as possible.
If your item has not been delivered within 5 working days, you may contact the courier directly, or alternatively email us at shop@thedecorroom.nz and we will follow up on your behalf.
Faulty Goods
All items are carefully inspected before dispatch. In the rare event that you receive a faulty item, please contact us as soon as possible.
To help us assist you, please email shop@thedecorroom.nz with:
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A photo of the faulty item
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A description of the issue
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Your contact details
We will assess the issue and arrange a suitable resolution in accordance with your rights under the Consumer Guarantees Act 1993.