Decorfy Policies

Last Updated: 2 November 2026

At Decorfy, we want you to feel confident and satisfied with every purchase. We understand that choosing furniture for your home is an important decision, and we're committed to making the returns and refund process as straightforward as possible.

If something isn't right with your order, we're here to help. Depending on the circumstances and applicable consumer rights, we can assist with a return, replacement, exchange or refund.

1. RETURN POLICY

We accept eligible return requests in accordance with this policy and applicable UK consumer protection laws.

If you've changed your mind about a purchase made online, you generally have 14 days from the day after receiving your goods to notify us that you wish to cancel your order, subject to applicable legal exceptions.

After notifying us, you generally have a further 14 days to return the goods.

To request a return, please contact our customer service team with:

• Your order number.

• The name or description of the product.

• The reason for your return.

• Photographs of the product, where relevant.

Our team will provide the appropriate return instructions.

2. RETURN CONDITIONS

To help us process your request efficiently, please observe the following conditions:

• Items should be returned in their original condition wherever reasonably possible.

• Products should include their original packaging, accessories, fittings and documentation where available.

• Items should be handled with reasonable care while you decide whether to keep them.

• Products should be protected appropriately during return transportation.

• Any damage, missing components or other issues should be reported to us as soon as possible.

You may inspect goods as you reasonably would in a shop. However, you may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

These conditions do not affect your statutory rights if an item is faulty, damaged or not as described.

3. DAMAGED, FAULTY OR INCORRECT ITEMS

We take care to ensure that your furniture arrives in good condition. However, if your order arrives damaged, defective, incomplete or different from what you ordered, please contact us so we can investigate.

Please provide:

• Your order number.

• A description of the issue.

• Clear photographs showing the damage or defect.

• Photographs of the packaging, where relevant.

We recommend reporting visible delivery damage as soon as reasonably possible.

Depending on the circumstances and your legal rights, we may arrange a replacement, repair, collection, exchange or refund.

Important: Your statutory rights for faulty or misdescribed goods remain unaffected by any reporting timeframe in this policy.

4. REPLACEMENTS AND EXCHANGES

If you receive an item that is damaged, defective or incorrect, we will work with you to find an appropriate solution.

Where suitable and available, we may offer:

• A replacement product.

• Replacement parts or components.

• An exchange for an alternative product.

• A refund where appropriate.

Replacement and exchange arrangements are subject to product availability and the circumstances of the request.

If a replacement is unavailable or another remedy is required under applicable consumer law, we will discuss the appropriate alternative with you.

5. ITEMS THAT MAY NOT BE RETURNABLE

Certain products may be excluded from the standard change-of-mind cancellation right under UK law.

These may include:

• Goods made to your specifications or clearly personalised.

• Products that are liable to deteriorate or expire rapidly.

• Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where the legal exception applies.

This does not exclude your rights if a product is faulty, damaged or not as described.

Please contact us if you are unsure whether your item is eligible for return.

6. RETURN SHIPPING AND COLLECTION

For eligible change-of-mind returns, customers may be responsible for the direct cost of returning the goods where this has been clearly communicated before purchase.

As furniture can be large, heavy or difficult to transport, please contact us before arranging a return so we can confirm the appropriate return address and collection arrangements.

Where goods are faulty, damaged, incorrect or otherwise do not conform to the contract, we will handle return arrangements in accordance with applicable consumer law.

Please do not send any furniture back without first receiving return instructions from our team.

7. REFUND POLICY

Once your return has been received and assessed, we will notify you of the outcome.

If your refund is approved, it will normally be issued to the original payment method.

Under applicable UK consumer cancellation rules, refunds for eligible change-of-mind cancellations must generally be issued within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back, whichever happens first.

Refunds for faulty, damaged or incorrect products will be handled in accordance with your statutory rights.

Please note that the time taken for the refunded amount to appear in your account may depend on your bank or payment provider.

8. ORDER CANCELLATIONS

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will do our best to stop the order before it enters the dispatch or delivery process.

If your order has already been dispatched, you may still have cancellation or return rights under applicable UK consumer law.

Some made-to-order or personalised products may be subject to different cancellation rules. Any applicable restrictions will be communicated before purchase.

9. DELIVERY AND COLLECTION ARRANGEMENTS

For eligible furniture returns, collection arrangements will depend on the size of the product, your postcode and the reason for the return.

Please ensure that:

• The item is safely accessible for collection.

• All relevant components and accessories are included.

• The collection address and contact details are accurate.

• Any access restrictions are communicated in advance.

If a collection appointment needs to be changed, please contact our team as early as possible.

10. REFUNDS FOR DELIVERY CHARGES

Where a customer exercises a statutory right to cancel an eligible online purchase, the refund will include the standard delivery cost originally paid, where applicable.

If a customer selected a more expensive delivery option, we may only be required to refund the cost of the least expensive standard delivery option offered.

For faulty or incorrect products, delivery and return costs will be handled in accordance with applicable consumer law.

11. HOW TO REQUEST A RETURN OR REFUND

Getting in touch with us is simple.

Step 1: Contact Our Team

Email us at shop@decorfyhome.co.uk with your order number and the reason for your request.

Step 2: Provide the Details

Include photographs or any additional information needed to help us understand the issue.

Step 3: Receive Return Instructions

Our customer service team will review your request and explain the next steps, including any applicable collection or return arrangements.

Step 4: Refund or Replacement

Once the return or claim has been assessed, we will arrange the appropriate solution in accordance with this policy and your statutory rights.

12. CONTACT US

If you have any questions about returns, refunds, replacements or cancellations, please contact our team.

Company Name: M&ATRADECO LIMITED

Trading Name: Decorfy

Address: Office 11089, 182–184 High Street North, East Ham, London, E6 2JA, United Kingdom.

Email: shop@decorfyhome.co.uk

Phone: +44 7460 065916

We're always happy to help and want to make your experience with Decorfy as smooth and enjoyable as possible.

13. YOUR STATUTORY RIGHTS

Nothing in this policy is intended to limit, exclude or replace your rights under applicable UK consumer protection legislation.

This includes your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, where applicable.

If any provision of this policy conflicts with your statutory consumer rights, your statutory rights will take precedence.