Refund policy

Return & Refund Policy

We want you to be happy with your order. If something isn't right, we're here to help. This policy applies to customers in Australia.

1. Returns and Refunds Under the Australian Consumer Law

Our returns and refunds are handled in line with the Australian Consumer Law. As an Australian customer, your order comes with consumer guarantees that cannot be excluded: if an item is faulty, significantly not as described, or has a major problem, you are entitled to a repair, replacement, or refund, and to compensation for any other reasonably foreseeable loss. These rights always apply and nothing in this policy limits them.

Change of mind isn't covered by the consumer guarantees, so if you're ever unsure about a piece, just email us at info@dekorlane.com before you order and we'll gladly help you choose.

2. Damaged, Defective, or Incorrect Items

If your item arrives faulty, damaged, or it's not what you ordered, contact us as soon as you can, ideally within 48 hours of delivery, so we can put it right quickly. Email us at info@dekorlane.com, tell us what happened, and send a quick photo if you can. In most cases we'll arrange a replacement or refund, and you often won't need to send anything back. If a return is needed, we'll give you the details and cover the cost, since the issue was on our side. We can't cover damage that happens after delivery.

3. Refund Processing

Once your refund is approved, we process it back to the original payment method you used. It usually takes about 7 days, and where a return is required, within about 7 days of the item reaching us. The money goes back to whatever card or payment method you used. Sometimes banks take a few extra days to show the refund on your statement, but that's on their end, not ours. We'll send you an email when it's done.

4. Billing Descriptor

When you check your credit card or bank statement, you'll see a charge from "dekorlane" or something similar. That's us. Sometimes payment processors use slightly different names, but it's all going to the same place. If you see a charge you don't recognize, check your email confirmation first. If you're still unsure, reach out and we'll help figure it out.

5. Contact Us

If any of this is confusing or you're not sure what to do, just ask. We'd rather answer your questions now than have you unsure later.