Customer Policy

1. Product Exchange Policy

If the product you ordered is delivered damaged or defective, you must send clear photographs of the product to our official WhatsApp number within 3 (three) days of delivery.

• After verifying the images you send, we will arrange for the defective product to be exchanged with the identical product.
• If more than 3 days pass or if photos are not sent, we will not be obligated to exchange the product.

2. Product Replacement Rules

• Once a purchase is made, you cannot take a different product in place of a previously purchased item. Exchanges are only applicable for the same product that arrived damaged or defective.

3. Product Usage

• All our products are intended for decoration purposes only.
• dekoree.com will not be liable for the use of the products for any other purpose.

4. Shipping Time

• Although delivery is usually within the specified time, due to special circumstances or based on your geographical location, it may sometimes take 1 (one) month or more for your order to arrive.
• The customer must be patient regarding this long delay.

5. Variations in Product Color/Shape

• The color, texture, or shape of the actual product delivered may not exactly match the images displayed on the website. This can be due to lighting, screen resolution, or minor production variations.
• If the product quality is otherwise correct, an exchange is not acceptable for these minor variations.

6. Payment Liability

• dekoree.com will not be held responsible if the payment fails (Failed Payment) during the online transaction or if there is any issue with your bank account.
• For payment-related issues, please contact your bank or payment gateway directly.

7. Safety Precautions

• It is entirely your responsibility to keep our products safely out of reach of pets and small children.
• dekoree.com will not bear any responsibility for damages resulting from the misuse of the product.

8. Courier Related Issues

• If your item is wrongly delivered or stolen due to the courier service, we will promptly initiate an investigation with the courier company.
• You must allow sufficient time for this investigation process to be completed. Further steps will be taken based on the outcome of the investigation.