Return & Refund Policy

At Decowill, we take care to pack and dispatch every order with attention to product safety and quality. If you receive a damaged, broken, incorrect or otherwise qualifying product, you may request a return, replacement or refund in accordance with the terms of this policy.

Important: Unboxing Video Is Mandatory

A continuous and unedited unboxing video is mandatory for claims related to damage, breakage, missing items, wrong products or product-condition issues.

The unboxing video should clearly show:

1. The sealed package before it is opened.
2. The shipping label and order details.
3. All visible sides of the package before opening.
4. The complete opening of the package.
5. The product and its packaging immediately after opening.
6. The damaged, broken, missing or incorrect item, where applicable.

The video must be continuous and unedited, without cuts, transitions or gaps. Claims without the required unboxing video may not be accepted, particularly where the condition of the package or product cannot otherwise be verified.

Please record the unboxing video before removing the product completely from its packaging.

1. Return & Replacement Eligibility

You may request a return or replacement if the product received is:

1. Damaged or broken during transit.
2. Different from the product ordered.
3. Missing one or more items or components included in the order.
4. Affected by a qualifying manufacturing or product defect.
5. Materially different from the product description, where the difference qualifies for a return under this policy.

All return, replacement and refund requests are subject to verification and approval by Decowill.

2. Return Period

Return or replacement requests must be submitted within 2 days of delivery.

The 2-day period begins from the date on which the order is marked as delivered.

Customers are strongly advised to inspect the package and product immediately after delivery and report any issue without delay.

3. How to Request a Return or Replacement

To request a return, replacement or refund, please contact Decowill customer support or submit the applicable return request through your account on our website.

Please provide the following information:

1. Your order number.
2. A clear description of the issue.
3. Clear photographs of the product and packaging, where applicable.
4. A complete and continuous unboxing video, where required.

Our team may request additional information, photographs or videos if required to evaluate the claim.

4. Product Condition

For an eligible return, the product should be kept in the condition in which it was received, along with its original packaging, accessories and other included items, wherever applicable.

Products that have been intentionally damaged, altered, misused, repaired, improperly handled or otherwise used in a manner inconsistent with their intended purpose may not qualify for return, replacement or refund.

5. Damaged or Broken Products

If your product arrives damaged or broken, please retain the product, packaging and all relevant materials until your claim has been reviewed.

A clear and continuous unboxing video is mandatory for damage and breakage claims. The video should establish the condition of the package before opening and show the

product immediately after the package is opened.

Please do not discard or dispose of the damaged product or its packaging before receiving further instructions from Decowill.

6. Wrong Product Received

If you receive a product that is different from the product ordered, please contact us within 2 days of delivery.

Please provide photographs and the complete unboxing video showing the package, shipping label and product received.

After verification and approval, Decowill may arrange a replacement or another appropriate resolution.

7. Missing Items or Components

If an item, component or quantity included in your order is missing, please report the issue within 2 days of delivery.

The unboxing video should clearly show the complete opening of the package and all items received so that the claim can be properly reviewed.

8. Defective or Qualifying Product Issues

If you believe that a product has a qualifying manufacturing or functional defect, please contact us within 2 days of delivery with details of the issue and supporting photographs or video where applicable.

Decowill will review the reported issue and determine the appropriate resolution based on the nature of the defect and the available evidence.

9. Inspection & Verification

All return, replacement and refund requests are subject to verification.

Decowill may review the submitted photographs, videos, order information, packaging condition and product condition before approving a claim.

Where required, the returned product may be inspected after collection before the final resolution is completed.

10. Return Pickup

Where a return is approved and a pickup is required, Decowill or its logistics partner may arrange collection from the delivery address.

Please keep the product safely packed and ready for collection. The product should include its original packaging and accessories wherever applicable.

Customers should ensure that the correct product approved for return is handed over to the pickup partner.

11. Refunds

If a refund is approved, the refund will be processed through the applicable payment method or payment process used for the order, subject to the applicable payment and banking timelines.

The time taken for the refunded amount to appear in your account may depend on the payment provider, bank or other financial institution.

A refund will be initiated only after the applicable claim has been reviewed and approved by Decowill.

12. Replacements

Where a replacement is approved, Decowill will arrange a replacement subject to product availability.

If the same product is unavailable, Decowill may provide another appropriate resolution, including a refund where applicable.

13. Return Shipping

For an approved return resulting from a damaged, broken, defective, incorrect or otherwise qualifying product issue, Decowill may arrange the return pickup in accordance with the approved resolution.

Returns that do not meet the requirements of this policy may not be accepted.

14. Non-Returnable Situations

A return, replacement or refund may be declined where:

1. The claim is submitted more than 2 days after delivery.
2. The mandatory unboxing video is not provided where it is required.
3. The product has been damaged after delivery due to misuse, negligence or improper handling.
4. The product has been intentionally altered, repaired or modified.
5. The product shows signs of use or damage inconsistent with the reported claim.
6. The required information or evidence is insufficient to verify the claim.
7. The product or packaging required for inspection has been discarded.
8. The issue does not qualify under the terms of this policy.

15. Order Cancellation

Cancellation requests may be accepted only where the order has not already entered a stage of processing or dispatch that prevents cancellation.

Once an order has been dispatched, cancellation may no longer be possible. In such cases, the applicable return process may be followed after delivery if the order qualifies under this policy.

16. Transit Damage

Products may occasionally be affected during transportation despite appropriate packaging.

If you receive a package that appears damaged, please document its condition clearly and record the complete unboxing video before opening and unpacking the product.

Please retain the package, packaging material and product until your claim has been reviewed by Decowill.

17. Fraudulent or Misleading Claims

Decowill reserves the right to investigate claims where the information, photographs, videos or circumstances appear inconsistent with the reported issue.

Fraudulent, manipulated, edited or misleading evidence may result in the rejection of a claim and may affect eligibility for future returns or refunds.

18. Policy Changes

Decowill may update this Return & Refund Policy from time to time to reflect changes in our processes, services or applicable requirements.

The updated policy will be published on this page with the applicable updated date.

19. Contact Us

If you have any questions regarding a return, replacement or refund, please contact Decowill customer support.

WhatsApp: +91 85340 16833

Email: contact@decowill.com

When contacting us regarding an order, please include your order number and a brief description of the issue so that our team can assist you efficiently.