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Return, Exchange and Refund Policy

 

Return and Exchange Validity Period
You may request a return or exchange within 30 days from the date you signed for the receipt of the goods. Requests made after 30 days from the delivery date will not be accepted.

Return and Exchange Conditions
We accept returns or exchanges under the following circumstances:

  • Appearance Issues: The product has visible damage upon arrival.

  • Quality Issues: The product is defective or malfunctions.

  • Significant Discrepancies: The product has a strong odor, severe color difference, or other significant disparities from the description.

  • Incorrect Item: The product received does not match what you ordered (wrong item).

  • No Reason (Change of Mind): You simply changed your mind or no longer want the item.

Additional Requirement: For "No Reason" returns, the item must be unused, in the same condition that you received it, and in its original packaging.

Return Process

  • Contact Us: Please email team@deconario.com or call +1 (209) 305-4148 to request a return. You must provide your order number, proof of payment, the reason for the return, and relevant photos or videos showing the issue.

  • Review: Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the specific return address.

  • Ship Back: You are required to send the item back to the return address designated by us and wait for us to receive the package.

  • Inspection & Refund: Upon receipt, we will immediately inspect the item to verify if it matches the situation you reported. If the inspection is passed, we will arrange a refund for you immediately. For more details on refunds, please refer to the "Refund Process" section below.

Exchange Process

  • Contact Us: Please email team@deconario.com or call +1 (209) 305-4148 to request an exchange. Provide your order number, proof of payment, reason for the exchange, and relevant photos or videos.

  • Review: Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the return address.

  • Ship Back: You are required to send the original item back to the designated return address and wait for us to receive it.

  • Inspection & Dispatch: Upon receipt, we will immediately inspect the item. If the inspection is passed, we will arrange for the new item to be prepared within 1-3 business days. The estimated delivery time for the new item is 5-15 business days. The new item will be shipped to your address. For more information on shipping, please refer to our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be returned to the original bank card account (Visa, MasterCard) used for payment.

  • Processing Time: Depending on the processing efficiency of different banking institutions, we expect the refund to arrive in your account within 1-5 business days.

  • Late Refunds: If you have not received your refund after this period, please contact us for assistance.

Fee Rules

  • We Cover Shipping: For returns or exchanges caused by product appearance issues, quality issues, odors/severe color differences, or incorrect items sent (wrong goods), we will bear the shipping costs.

  • You Cover Shipping: For "No Reason" (change of mind) returns or exchanges, you are responsible for the shipping costs incurred.

Return Label
For your convenience, a return label is included inside every package. You may use this label to return the items.

Order Cancellation
If you wish to cancel an order, please contact us as soon as possible.

  • If the order has not yet been shipped, we will cancel it and issue a full refund.

  • If the order has already been shipped, you will need to follow the Return Process outlined above after receiving the goods.

Liability Statement
We are responsible for the goods until they are delivered to you. However, we are not liable for damages caused by improper use, modification, or failure to follow care instructions after the goods have been received. Please ensure you inspect the goods immediately upon delivery.

Contact Us
If you have any questions or need assistance, please contact us using the information below:

Address: 16980 NISQUALLI RD APT G208, VICTORVILLE, CA 92395, US
Phone: +1 (209) 305-4148
Email: team@deconario.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)