Refund policy
RETURN AND REFUND POLICY
Last updated: 13 August 2026
At Decor Walay, many lamps, lamp shades and décor products are customized according to each customer’s selected design, size, colour or other preferences. Please review your order carefully before confirming your purchase.
1. DAMAGED OR BROKEN PRODUCTS
Returns or replacements are accepted when a product arrives broken or damaged during delivery.
To submit a transit-damage claim, the customer must contact Decor Walay within 24 hours of receiving the order and provide:
* A complete, continuous and unedited unboxing video;
* The video must begin before the parcel is opened;
* The shipping label and sealed condition of the package must be clearly visible;
* The complete opening process and the damaged product must be shown clearly; and
* Clear photographs of the damaged product and packaging.
The unboxing video is required to verify that the damage occurred before or during delivery. Claims supported only by photographs, or videos recorded after the parcel has already been opened, may not be accepted as transit-damage claims.
Customers must keep the product, original box, protective materials and shipping packaging until the claim has been reviewed.
2. REPLACEMENT FOR TRANSIT DAMAGE
Once a damage claim has been verified, Decor Walay will arrange a replacement for the damaged item or affected component at no additional product cost.
If an identical replacement is unavailable, we may offer:
* A suitable replacement product;
* Store credit; or
* A refund for the affected item.
Decor Walay will determine the appropriate resolution after reviewing the evidence and product availability.
3. CHANGE-OF-MIND RETURNS
Returns, exchanges or refunds are not available for change of mind, personal preference, incorrect measurements supplied by the customer, or a customer’s decision that the product is no longer required.
Please carefully review all product information, dimensions, colours and customization details before placing an order.
4. CUSTOMIZED AND MADE-TO-ORDER PRODUCTS
Customized, personalized and made-to-order products cannot be returned or exchanged merely because the customer changes their mind.
This includes products manufactured, altered or assembled according to a customer’s selected:
* Design;
* Colour;
* Size or measurements;
* Material;
* Lamp shade style;
* Finish; or
* Other personal specifications.
However, this restriction does not apply where the product is damaged, defective, materially different from the confirmed order, or where applicable consumer law provides otherwise.
5. EXCEPTIONAL RETURNS
In limited and exceptional circumstances, Decor Walay may approve a return at its sole discretion. The customer must contact us and obtain written approval before returning any product. Sending a product back without approval does not guarantee acceptance or a refund.
To qualify for an exceptional return, the product must be:
* Unused and undamaged;
* In its original condition;
* Complete with all parts and accessories; and
* Returned in its original packaging.
The customer is responsible for arranging and paying the return shipping charges.
6. REFUNDS FOR APPROVED EXCEPTIONAL RETURNS
After an approved return is received and inspected, the refundable amount will be calculated after deducting:
* The original delivery charges paid by Decor Walay;
* The return delivery charges, where arranged or paid by Decor Walay; and
* The actual packaging or repackaging costs incurred for the order.
We will provide an itemized calculation and, where available, the relevant courier or cargo invoices or reports showing the actual shipping charges.
The remaining approved amount will be refunded after the returned product has passed inspection. No refund will be issued for products returned damaged, used, incomplete or without their original components due to the customer’s handling.
7. INCORRECT OR MISDESCRIBED PRODUCTS
If the customer receives an incorrect product or a product that is materially different from the confirmed order, they must contact Decor Walay within 24 hours of delivery and provide photographs and an unboxing video.
After verification, Decor Walay will arrange the appropriate replacement or refund in accordance with applicable law.
8. REFUND PROCESSING
Approved refunds are normally processed within 7–10 business days after the returned product has been received and inspected.
Refunds will normally be issued through the original payment method. For cash-on-delivery orders, the customer may be asked to provide a valid bank account or supported digital-wallet details.
Any time taken by a bank or payment provider to credit the refunded amount is outside Decor Walay’s control.
9. RETURN SHIPPING
Do not return a product before receiving written return instructions and approval from Decor Walay. The customer is responsible for packing an approved return securely to prevent damage during transportation.
Decor Walay is not responsible for damage caused by inadequate return packaging or for a parcel returned without an approved and traceable shipping method.
10. CONTACT US
To report a damaged product or request an exceptional return, contact Decor Walay through the contact information provided on our website or your order confirmation.
Please include:
* Customer’s full name;
* Order number;
* Date of delivery;
* Reason for the claim;
* Complete unboxing video; and
* Clear photographs of the product and packaging.
11. CONSUMER RIGHTS
Nothing in this policy excludes or limits any rights or remedies that cannot legally be excluded under applicable consumer-protection laws. Where this policy conflicts with a mandatory legal requirement, the applicable law will prevail.