Return & Exchange Policy
If you do not satisfied with our goods and want to send them back to get a refund or an exchange, you can send a message to our after-sale Customer Service (email address: [email protected]), they will reply you in 24 hours(except weekends) and give you further information and some useful advice.
Ⅰ.Returns can be accepted within 15 days as below
The returns from our customers are acceptable within 15 days after you get the package. when we confirm the arrival of the package you returned, we ‘ll refund you the payment. Items that can be returned or refunded of receiving must follow the criteria as below:
1. Please make sure the products are unused and will not affect the secondary sales. 2. Faulty items damaged/broken, or soiled upon arrival. 3. Items received in the incorrect size/color. 4. Because that we charged the shipping fee in behave of the shipping company, we will only refund you the good price which is responsibility. 5. After returning the products, please inform us the following information in your account where you can find a chart ① Order No., for example, CX0001 ② Photo of the products you sent back ③ Quantity of each item ④Photo of the shipping label on the package Decanterx.com sent to you ⑤Photo of the shipping label in the package you sent to Decanterx.com ⑥ The unique barcode on the item which is stick to the package of the item 6. The shipping fee charged by the courier company, so the returning shipping fee will be afforded by your side.
Step: 1. Please consult the customer service about the information we need before sending back the package. 2. Send the package back to us. 3. After returning the products, please offer our customer service the information you collect above or add to your account, where you can find a chart to upload the information. 4. After confirming the information, we will refund the money to your account directly. But the amount is frozen which can be used until we get the package. 5. We will activate the refund in your account when we get the package, then you can use that for a new order. You will receive the refund within 7-15 working days.
Ⅱ.Unconditionally refund accepted for wrong items
The refund request from our customers is acceptable unconditionally if customer service confirms Decanterx.com send you the wrong item. Decanterx.com will undertake return express fees. PS: 1.pls make sure the products unused before you sending back and inform us the following information： ① Order No., for example, DX0002 ② Item No. , for example, 00012_B_M ③ Item barcode No., for example, 944769 ④ Photo of the products you sent back ⑤ Photo of the shipping label on the package Decanterx.com sent to you 2.Decanterx.com will confirm the information 3.After we making sure that we sent you the wrong item, we will refund you the amount to your account which you can use for a new order or inform our financial staff refund back to your Paypal account or others if you like. You will receive the refund within 7-15 working days.
Full Refunds We offer the full refund on any items that are found to be faulty or damaged due to our fault. Damage caused because of the fault of the third party or customer’s own fault cannot apply for the refund. You will receive the refund within 7-15 working days.
Partial Refunds 1. We also offer a partial refund on returned items which have some original parts missing. In such a case, the customer can only get a partial refund. Customers will be charged returning shipping costs and 30% restocking fee. You will receive the refund within 7-15 working days after confirmation on both sides.
Partial Refunds 2. If the carrier returns an Undeliverable package because you provide a wrong or undeliverable address, you need to bear the loss. If you require a refund, we will charge you 30% restocking fee and the returning shipping fee. You will receive the partial refund within 7-15 working days after confirmation on both sides. And if you want reship, you will be charged for returning shipping fee.
Refunds not allowed
Personalized, special order and pre-sale order are not allowed. Please ensure you are fully aware of what you are ordering before purchase to avoid any disappointment.
Returns Address: Please contact us via email to obtain the return address. [email protected]
Returns Application Time: Within 15 days of delivery. Before returning items, pls contact us first, thank you!
Late or missing refunds (if applicable)
If you haven’t received a refund on time, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
1.Consumers are responsible for the return shipping cost. 2.When the customer exchanges the goods, the customer is responsible for the shipping cost for the merchant to send the package. 3.No handling fee for returns or exchange.