Refund policy

We want you to shop with confidence at DecorusOne. This Returns and Refunds Policy explains how to request assistance with a return, faulty product, damaged delivery, incorrect item or refund.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or another applicable consumer-protection law.

30-Day Change-of-Mind Return Policy

You may request an eligible change-of-mind return within 30 calendar days after receiving your product.

Change-of-mind returns are subject to approval and product eligibility. To qualify, the product must generally be:

  • unused, unworn and unassembled;
  • in the same condition in which it was received;
  • complete with all accessories, manuals, tags and components;
  • in its original packaging, where reasonably required for a change-of-mind return; and
  • accompanied by valid proof of purchase.

A 30-day request period does not guarantee approval. Product exclusions, return-location restrictions, hygiene requirements, supplier conditions and applicable laws may affect return eligibility.

Starting a Return

To request a return, contact DecorusOne at support@decorus.com.au and include:

  • your full name;
  • your order number;
  • the product you wish to return;
  • the reason for the request; and
  • photographs or video where the product is damaged, faulty, incorrect or incomplete and such evidence is reasonably available.

Do not send a product back until DecorusOne has reviewed your request and provided written return instructions.

Products may be fulfilled from different locations, so the correct return address can vary by product and order. Products sent to an unapproved address, our business address or the original parcel address may not be accepted or processed.

If your return is approved, we will provide instructions explaining where and how to return the product. A prepaid return label will be provided only when required by applicable law or confirmed by DecorusOne in writing.

Unauthorised returns may be refused, delayed or returned to the sender where permitted by law.

Return Shipping Costs

For an approved change-of-mind return, the customer is generally responsible for the direct cost of returning the product, unless DecorusOne agrees otherwise in writing or applicable law requires a different outcome.

For faulty, damaged or incorrect products, DecorusOne will assess the circumstances and arrange an appropriate remedy in accordance with applicable consumer law. Where required by law, DecorusOne will cover reasonable return-shipping costs.

Original delivery charges, international shipping costs, customs duties, taxes and brokerage charges may not be refundable for a change-of-mind return where legally permissible.

Faulty, Damaged, Incorrect or Incomplete Products

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if:

  • the product arrives damaged;
  • the product is faulty or unsafe;
  • you receive the wrong product;
  • the product is materially different from its description; or
  • parts or components are missing.

Email support@decorus.com.au with your order number, a description of the issue and clear photographs or video where reasonably available. Please retain the product, packaging, shipping label and included components until we provide further instructions.

DecorusOne may need to assess the product and may request additional information. Depending on the circumstances and applicable law, an appropriate remedy may include:

  • troubleshooting assistance;
  • replacement parts;
  • repair;
  • replacement;
  • a suitable alternative product;
  • a partial refund; or
  • a full refund.

For a major failure covered by Australian Consumer Law, the customer may be entitled to choose between a refund or replacement. Other remedies may apply to minor failures.

Products Excluded from Change-of-Mind Returns

Unless required by applicable law, we may be unable to accept change-of-mind returns for:

  • perishable goods, including certain foods, flowers or plants;
  • customised, personalised, made-to-order or special-order products;
  • opened health, hygiene, beauty or personal-care products;
  • products that have been used, installed, assembled, altered or damaged after delivery;
  • hazardous materials, flammable liquids or gases;
  • gift cards;
  • bulk or commercial-quantity purchases;
  • clearance or final-sale products where they were sold without a fault and the exclusion was disclosed before purchase;
  • products missing