Return and Refund Policy

1. Scope

This Return and Refund Policy applies to products purchased from DecorZone Ghana Limited through the DecorZone app, our online store or a DecorZone showroom. It should be read with our Terms of Service. It does not reduce any right or remedy available under Ghanaian law.

2. How to start a return

1. Contact us within the applicable return period at info@decorzonegh.com or +233 20 913 3313.
2. Provide your order number, the item, the reason (optional for a grace-period cancellation), and whether you prefer a refund or an exchange where available.
3. For a damaged, defective or incorrect item, include clear photos of the item, packaging and delivery label where reasonably possible.
4. Wait for return instructions before sending or bringing the item back. This helps us route large, fragile and showroom items safely.

Reporting transit damage within 48 hours helps us investigate it with the carrier, but a delay does not automatically remove a statutory right.

3. Return condition

You may inspect a product as reasonably necessary to confirm its nature, characteristics and function. Please return it complete, with accessories and any authenticity or care materials, and package it safely. Original packaging is strongly recommended for fragile décor, mirrors, wall art, glassware and furniture.

Where the law permits, we may account for a proven reduction in value caused by handling beyond what is reasonably needed to inspect the product. We will explain any proposed deduction before completing the refund.

4. Return transport and collection

For a change-of-mind or statutory grace-period return, you are responsible only for the direct cost of returning the goods, to the extent allowed by law. Large or fragile items may require an approved collection service; we will disclose the collection cost before arranging it.

If the item is defective, damaged before risk passed to you, misdescribed or supplied incorrectly, DecorZone will cover reasonable return or collection costs.

5. Exceptions

A return may be excluded only where permitted by law. This may include:

• goods made to your specifications, altered for you or clearly personalised;
• sealed goods that are unsuitable for return for genuine health or hygiene reasons after the seal has been broken;
• services fully performed with your prior consent where the law recognises that exception;
• gift wrapping or installation already fully performed with your prior consent; and
• any other category expressly excluded from the statutory grace period by applicable law.

An exception does not remove your rights where an item is defective, unsafe, damaged, misdescribed or not the item ordered.

6. Damaged, defective, misdescribed or incorrect goods

Please contact us as soon as reasonably possible. After assessment, the available remedy may include repair, replacement, exchange, price reduction or refund, depending on the circumstances and applicable law. We may ask to inspect the item, but we will not require an unreasonable process that defeats your rights.

Damage caused after delivery by misuse, accident, normal wear, failure to follow care instructions, unauthorised modification or improper mounting or installation is not a product defect.

7. Refunds

• Approved refunds are made to the original payment method where reasonably possible.
• We will process a refund promptly after receiving the returned item or acceptable evidence that it has been sent, subject to lawful inspection.
• For a statutory cancellation, we will refund all amounts required by law. The only customer charge will be the direct return cost where the law permits it.
• Bank, card and mobile-money providers may require additional time to post the credit after we process it.
• If a refund to the original method is not possible, we will agree a lawful alternative with you. Store credit will not be imposed where you are entitled to a monetary refund.

8. Exchanges

Exchanges depend on stock availability. If the replacement costs more, you must pay the difference; if it costs less, we will refund the difference. Where a replacement is unavailable, you may choose another available remedy to which you are entitled.

9. Order cancellation before delivery

Contact us immediately if you wish to cancel. If the order has not entered preparation or dispatch, we will usually cancel it without a return charge. If it has already been dispatched, you may need to receive or refuse delivery and follow the return process. Custom work or a service already begun with your consent may be subject to the lawful exceptions described above.

10. How we resolve complaints

If you disagree with a return decision, email us with the order number and the outcome you seek. We will review the decision and respond within a reasonable time. You retain the right to use any consumer redress process or competent court available under Ghanaian law.

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