Returns and Refund Policy

We offer full refund for returned orders in original boxes for 14 days. After 14 days $9/box restocking fee applies.

We also offer refund for individual items in open boxes or custom packaging with 25% of original cost restocking fee.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase.

If your order included free delivery and you want to return, the original delivery cost paid by us will be deducted from your refund. Return shipping and integrity of shipment is the customer’s cost and responsibility.

To start a return, you can contact us at sales@decko.co.nz. If your return is accepted, you will be notified. We’ll send you a return shipping label only for the Sample box returns, or sending instructions for drop off at warehouse or sharing the requested shipping address. 

The return freight cost is paid by the customer.

Sample Returns – “Free Return” Explained

Where a sample product is marked “Free Return”, this means DECKO will contribute toward the return process, subject to the options below. It does not mean reimbursement of independently arranged return shipping costs.

Customers may choose one of the following return options:

Option 1: Customer-Arranged Return

The customer arranges and pays for the return shipment. Once the returned goods are received, DECKO will refund the original outbound freight cost paid to DECKO for delivery to the customer, calculated on a pro-rata basis where applicable.
Any third-party return shipping costs arranged by the customer are not refundable.

Option 2: DECKO-Arranged Return Label

DECKO provides a return shipping label - in which case, the original outbound freight cost paid to DECKO for delivery to the customer will not be refunded.

Important Notes

• “Free Return” applies only to sample products explicitly marked as such.
  
• Any exceptions must be confirmed in writing by DECKO prior to return.

Damages and issues
We ask that you report to Customer Service the receipt of a damaged product at the email address below - including photographs of the damaged item(s) and/or report any missing item(s) within 24 hours of delivery and do not discard the damaged item and its packaging. If you fail to report damaged and/or missing items with photos in this time frame, we won't be able to file a claim with the carrier which means we can't accept responsibility for the loss. Depending on the character of damage we may ask return of product for replacement if you can't use product in case of minor damages. sales@decko.co.nz

 

Refunds
We will notify you once we’ve received and inspected your return by email.  You’ll be automatically refunded on your original payment channel. Please remember it can take few days for the payment platforms and your bank or credit card company to process and post the refund too.