Returns and Refund Policy

We offer full refund for returned orders in original boxes for 14 days. After 14 days $9/box restocking fee applies.

We also offer refund for individual items in open boxes or custom packaging with 25% restocking fee.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase.

If your order included free delivery and you want to return, the original delivery cost paid by us will be deducted from your refund. Return shipping and integrity of shipment is the customer’s cost and responsibility.

To start a return, you can contact us at sales@decko.com.au If your return is accepted, you will be notified. We’ll send you a return shipping label only for the Sample box returns, or sending instructions for drop off at warehouse or sharing the requested shipping address. 

The return freight cost is paid by customer, except one sample box of 11 tiles/address if purchased as Sample Box.

Damages and issues
We ask that you report to Customer Service the receipt of a damaged product at the email address below - including photographs of the damaged item(s) and/or report any missing item(s) within 24 hours of delivery and do not discard the damaged item and its packaging. If you fail to report damaged and/or missing items with photos in this time frame, we won't be able to file a claim with the carrier which means we can't accept responsibility for the loss. Depending on the character of damage we may ask return of product for replacement if you can't use product in case of minor damages. sales@decko.com.au

 

Refunds
We will notify you once we’ve received and inspected your return by email.  You’ll be automatically refunded on your original payment channel. Please remember it can take few days for the payment platforms and your bank or credit card company to process and post the refund too.

 

Shipping Policy - Order Cancellation and Refunds (Australia)

In accordance with Australian consumer laws, we reserve the right to cancel and refund any orders in the event that shipping to a specified location is deemed unrealistic due to excessive shipping costs, accidental pricing issues or discounts not approved by us, or other unforeseen circumstances, including but not limited to natural disasters, even if the website has automatically generated a shipping cost and the customer has completed payment.

In such cases, we will notify you promptly and issue a full refund for your purchase, including any shipping fees paid. Our commitment is to provide exceptional service and products to our customers, and we will always strive to find the most efficient and cost-effective shipping solutions. However, if we determine that fulfilling an order is not feasible or practical, we will exercise our right to cancel and refund the order in compliance with the Australian Consumer Law (ACL).

By placing an order on our website, you acknowledge and agree to this policy. If you have any questions or concerns about our Shipping Policy or any specific order, please contact our customer support team, and we will be happy to assist you.

Please note that this policy is provided in accordance with the Australian Consumer Law, but I am an AI language model and not a legal expert. It is always advisable to consult with a qualified legal professional to ensure compliance with the specific laws and regulations applicable to your business.

Shipping

At DECKO, we are committed to providing our customers with the fastest and most competitive delivery service possible. We work with several reputable freight partners, including Startrack, Couriers Please, Auspost, TNT, Aramex, Capital Transport, Followmont, Northline, Allied Express, and others, to ensure that our customers receive their orders in the shortest possible time.

For metro areas we can often deliver next day. In most cases, our standard delivery times are between 2-4 days, and we strive to maintain this delivery timeframe for all orders. We deliver from stocks, rarely delays due to stock shortages or delayed container freight related logistic issues.

However, in certain remote locations especially in North QLD, NT, TAS or WA or locations far from our 4 warehouses and not frequented by freighters, depending on the order volume, we may need to contact customers to optimise freight costs. In some cases, we may have to deliver to the nearest depot for collection or ask for freight charge differences for Residential deliveries. SPC Flooring especially affected as need tailgate deliveries. 

We offer free local pickups at our depots in Brisbane, Sydney and Melbourne, and you can find the addresses on our contact us page https://decko.com.au/pages/contact-us. 

We take pride in providing our customers with fast and reliable shipping, and we are committed to ensuring that you are completely satisfied with your purchase. If you have any questions or concerns about our shipping, please do not hesitate to contact us.