Deconoura (hereinafter referred to as "we") offers return and exchange services within Australia. Please read the following return and exchange policy carefully before making a purchase to understand our terms and services.
1. Return and Exchange Validity Period
All return and exchange requests must be made within 40 days after receiving the product.
2. Return and Exchange Conditions
You may request a return or exchange under the following conditions:
- Product Appearance Issues: The product has visible damage or defects.
- Product Quality Issues: The product has manufacturing defects.
- Product Odor, Serious Color Difference, etc.: The product has an unusual smell, or the color significantly differs from what was shown on the website.
- Incorrect Product: The product received is not what you ordered.
- No Reason Return and Exchange: You are unsatisfied with the product but have no specific reason for the return.
3. Return Process
- Please contact us via email or phone to request a return, providing your order number, payment proof, reason for return or exchange, and relevant photos or videos.
- Our customer service team will process your request promptly. If your request is approved, we will contact you and provide the return address.
- Please carefully package the product, including all accessories, materials, original packaging, and return label, and send it to the return address we provide. Wait for confirmation once we receive the returned item.
- The returned product must be sent to the return address we designate. After we receive the product, we will inspect it.
4. Exchange Process
- Please contact us via email or phone to request an exchange, providing your order number, payment proof, reason for exchange, and relevant photos or videos.
- Our customer service team will process your request promptly. If approved, we will contact you and provide the return address.
- Please package the product, including all accessories, materials, and return labels, in the original packaging, and send it to the designated return address. Wait for confirmation once we receive the returned item.
- The returned product must be sent to the return address we designate. After we receive the product, we will inspect it.
- If the inspection confirms the issue, we will ship the replacement product within 1-3 business days. For shipping details, please refer to our Shipping Policy.
5. Refund Process
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Refund Method: Refunds will be returned to the same payment method used at checkout (such as American Express, JCB, Mastercard, VISA, etc.).
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Refund Time: The refund will be processed by your bank, and depending on the efficiency of the bank, the refund may take 10-15 business days to appear in your account. If the refund is not received within this time, please contact us for assistance.
6. Cost Rules
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Product Appearance Issues, Quality Issues, Product Odor, Serious Color Difference, Incorrect Product: The return shipping cost for these cases will be covered by us.
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No Reason Return and Exchange: You will be responsible for the return shipping cost for no reason returns or exchanges.
7. Liability Disclaimer
We are responsible for returns and exchanges due to product quality issues or damage during shipping. For returns or exchanges requested for personal reasons (such as no reason return), we are not liable for the shipping costs.
8. Contact Us
If you have any questions related to returns or exchanges, please contact us using the following details:
Address: 2210 NISKEY LAKE RD SW, ATLANTA, GA 30331-6528, United States
Customer Service Phone: +1 (973) 908-3759
Customer Service Email: hello@deconoura.com
Operating Hours: Monday to Friday, 10:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)
