Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

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

To start a return, you can contact us at contact@decantre.com. Please note that returns will need to be sent to the following address:
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DECANTRE
2443 Fillmore St #380-8722
San Francisco, CA 94115
USA
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If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that unless otherwise mentioned, customers are responsible for the cost of the return shipping.

You can always contact us for any return question at contact@decantre.com.


Damages and issues
Please inspect your order upon reception and contact us as soon as possible if it is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please note that Items damaged due to customer abuse or negligence will not be accepted.


Exceptions / non-returnable items
Certain types of items cannot be returned, such as special orders, gifts, or personalized items. Please get in touch if you have questions or concerns about your specific item. 

 

Exchanges

  • The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
  • If you wish to exchange an item for a different size or design, please contact us at contact@decantre.com.
  • Exchanges are subject to product availability. If the desired item is not available, a refund or store credit may be offered.


Orders not received

  • If the tracking information shows Alert, the reasons may be caused by: incorrect/insufficient address, no such number, unknown recipient, package refused, not picked up in time, no safe delivery locations, or uncleared customs.
  • The logistics company will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. During this time, you need to pick up the package by yourself. Otherwise, the product will be returned to the sender, our logistics company. During the return, we take no responsibility if products have been lost.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 30 business days have passed since we’ve approved your return, please contact us at contact@decantre.com.