Return policy it is guaranteed that our products will meet every customer’s needs. Please read the content as follows. If you are not satisfied with the goods you have purchased for some reason, we will be willing to return or change the products for you, or get you a refund.
Most of purchases are protected by the Distance Selling Regulations.
If there is a fault with your product or if it is damaged during transit please contact our customer support via email, phone calls or online chatting during our working hours. Our customer service will respond to your questions from 8:00 am to EST (current time) 8:00 pm. Our team will offer you instrument according to your specific requirements.
By law you have the right to cancel the purchase of most items within 14 days without giving any reason. You also have statutory rights where goods are not as described, not fit for purpose or not of satisfactory quality.
All sales after 14 days from the original ship date are considered final.
The eligible item must be returned in new condition, with the entire original packaging and paperwork, including cartons, parts, attachments, manual instructions and etc.
Shipping and insurance charges are not refundable.
We will not take ownership for items lost during returning.
The return processing fee is equal to the shipping amount on the original order.
Orders placed during free or discounted shipping promotions will be charged a return processing fee in the amount that would have been charged for shipping during non-promotional shipping conditions.
All returns are subject to the return processing fee.
Payment means for refund: Credit Card, Western Union.
Original shipping charges will be deducted from the refund unless the return is the result a manufacturer’s defect, as confirmed by our Quality Assurance Department.
Refunds will be issued to the original form of payment.
Please note bundled items need to be returned with all components for a full refund.
We are dedicated to making our customers satisfied, and we encourage you to contact us if the product you have purchased does not meet your demands.
Non Receipt of items
If you have not received your items you must let us know within 7 business days from the estimated delivery date. Once we know you have not received your item we will investigate the matter fully both internally and with our carriers. Unfortunately we cannot investigate non receipt deliveries after this time has elapsed. Investigations into lost parcels can take up to 14 days. Refunds or replacements will not be issued until the investigation is complete.
Orders sent by Royal Mail: We do advise that the majority of orders are received within 5-7 working days of despatch. However, for Royal Mail to class the order as lost in the post we have to allow them 15 working days to deliver before we can arrange a replacement or a refund [this is a Royal Mail rules].
Unfortunately, once the order has been despatched it is then the responsibility of Royal Mail to deliver your item, and as much as we would like to resolve this for you today we do have to allow them this timescale to deliver.
If you still haven’t received it by the 15th working day, please contact us and we will investigate the matter for you.
If You Change Your Mind (DSR)
Under the Distance Selling Regulations, you have a statutory duty throughout the period of cancellation, to retain possession of the goods that have been delivered and take reasonable care of them.
If you cancel the contract under the Distance Selling Regulations you must return the goods to us at your own expense. You must take reasonable care to ensure that we receive the goods and the goods are not damaged in transit. Failure to do so might result in a breach of your statutory duty to take reasonable care and UDecor have a right of action against you to withhold a refund.
If you cancel the contract under the Distance Selling Regulations and do not return the goods as required, we may charge you our direct costs of recovering the goods.
Please note: Distance Selling Regulations do not apply to Businesses or Trade Sales.
The following items are not eligible for return
Items that are 14 days past the original ship date
Items that do not have the original packaging, paperwork, parts and etc
Items altered by the customer, including removal of care or law labels, may not be returned, or refunded
Items that have pet hair, are worn, misused, stained, soiled or laundered (i.e. not in saleable condition)
Items which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items: linen sprays, opened mattress pads, outdoor cushion products, duvets and duvet covers, pillows and pillow covers, blankets and blanket covers
How To Organise A Return
You can request a return via emailing system and we will be in contact within 48 working hours.
To return an item you must obtain a return authorization number (RA#) and a return label from UDecor. If your return is approved, and you provide an email address, you will receive the return label via email and the UDecor return Request Form in a separate email. Merchandise returned without an RA# from UDecor will not be returned.
Preparing your Return
Pack the item carefully in the original packaging and fill out and include the Return Request Form.
Affix the return label over the top of the original shipping label.
Keep a copy of the tracking number on this label for future reference.
Bring the package to any post office or any authorized shipping outlet.
If you have any questions, please email us and we will be happy to help you.