Returns

We have a 30-day return policy, which means you have 30 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, unused, in its original packaging (or repackaged to the standard it was received in) and either damaged on arrival or not as described on our website.

To start a return, you can contact us at info@decortrends.com.au with your name, order number and description of the issue.

Feel free to give us a call on 0421 735 948.

If your return is accepted, we’ll send you instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not and if we require some further information from you.

If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If you haven’t received a refund yet, 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 info@decortrends.com.au.

 

Faults and damages

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If a product arrives and the packaging or the product itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately via info@decortrends.com.au or 0421 735 948.

If you notice after a product arrives that it is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 days of receiving your delivery.

The best solution to any product fault depends on the nature of the fault itself. The products you purchase from us also come with guarantees under the Australian Consumer Law which cannot be excluded. We will work collaboratively with you to find a solution that meets your rights under the Australian Consumer Law. However, you will not be entitled to a remedy for:

• Normal wear and tear
• Damage arising from improper assembly or modification (except if we or our contractors are responsible for the assembly)
• Damage arising from abnormal use or abuse
• Damage, wear and tear you cause after delivery (e.g. fabric, leather or timber)
• Damage resulting from a failure to take reasonable care to prevent the product from being of acceptable quality
• Damage to external or product packaging only
• Damage occurring during your own handling and transportation of goods

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Wrong product delivered

If you have received an incorrect product, let us know as soon as you can, ideally within 3 days of receiving your delivery. We will offer to send you the correct product and arrange for the pick-up and return of the incorrectly shipped product at no cost to you.

 

Cancellations

You may cancel all or part of an order before it reaches the dispatch processing stage in which case you can choose whether to receive a store credit voucher or refund in the amount you paid for the products (including shipping, assuming there are no other products remaining on the order to be shipped). After an order reaches the dispatch processing stage, cancellations or changes are only possible if we agree to them. As we aim to process your order as soon as possible, which could be within hours of you placing your order, requests for cancellations should be lodged as soon as possible after ordering. Once products have been shipped, you cannot cancel them. Products described as 'made to order' cannot be cancelled under any circumstances. Please be advised, for Next day, Fast Track and Click & Collect dispatch items, no cancellations or changes are permitted under any circumstances.

 

Exchange

Unfortunately, we do not offer exchanges of our products. Simply return your items in accordance with our Returns policy and place a new order.

 

Change of mind 

Given the significant cost of shipping our goods, we generally do not accept change of mind returns. In the event that special approval is granted, the shipping costs must be covered by the customer and the product needs to be returned to us within 30 days of the date you received it and we will issue you with a store credit.

You will be responsible for the shipping costs for a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes any costs you incur for us shipping the product to you in the first place and the cost of shipping the product back to us.

You must lodge a return request via info@decortrends.com.au with your name and order number and our Customer Care team will arrange the return for you.

Products returned for change of mind reasons must be in 'as-new' condition and packaged securely in the original packaging. This means you have not used, assembled, damaged, washed or laundered any of the products.

The following products cannot be returned due to a change of mind:

- Products described as "made to order"

- Mattresses, bedding, pillows and sofa covers

- All forms of clearance stock (e.g. warehouse, floor stock etc.)

- Personalised items

- Gift Cards

- Orders for commercial or non-domestic use

- Products assembled on delivery or installed by us or our contractors

Within 5 business days (in NSW) of receiving your return, and subject to confirming it is in 'as-new' condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less the cost to ship the product to you and any shipping costs incurred by us for you to return the product back to the warehouse. If you opted for Purchase Protection on your order, you will have additional options (see the Purchase Protection section for more information).

Store credit voucher codes will be valid for one (1) year from the date of issue.

We will not accept returns delivered in person to our depots, offices or warehouse facilities.

 

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and for compensation for any other reasonably foreseeable loss or damage caused by our products. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

We exclude, to the fullest extent possible under law, all implied terms, guarantees and warranties whether statutory or otherwise, relating to the subject matter of these Terms.

You represent and warrant to us that we will not be liable for any expense or injury (including indirect loss such as loss of revenue, profits, anticipated savings, goodwill or business opportunity, injury to your reputation or lost time) in contract, tort, under statute or otherwise, howsoever caused including arising directly or indirectly from or in connection with these Terms.

Our liability to you for loss or damage of any kind arising out of these Terms will be reduced or limited to the extent (if any) that you cause or contribute to the loss or damage.

To the extent permitted by law, you agree that in no event shall our maximum aggregate liability exceed the amount paid by you for the products in question.

 

Warranties

We may provide a warranty against defects, and/or structural or other specific warranties, in respect of selected products only, for certain periods of time from the date of purchase from us.

Such warranties will only apply to products purchased from us where the description of the product on our website (at the time the product is purchased) expressly states that such a warranty applies to that product. The terms and conditions (including the details, exclusions and instructions on how to make a claim) that apply to such warranties are located here.

The Warranty will only apply to a product purchased from us where the description of the product on the Decor Trends website (at the time the product is purchased) expressly states that this Warranty applies to that product (Applicable Product). The Warranty will only apply for the period expressly stated on the website to apply to that Applicable Product, with the warranty period to commence from the date of purchase of the Applicable Product from us.

Where we agree to your warranty claim, we will decide, depending on the situation, whether you will receive a refund, partial refund, or replacement of any parts we consider to be defective. To the extent permitted by law, you will be responsible for the reasonable costs and expenses associated with making a claim under this Warranty including returning or transporting the defective product to us.

To make a warranty claim, please log a claim (with proof of purchase) via: info@decortrends.com.au

You will not be entitled to a remedy under this Warranty for:

- Normal wear and tear

- Damage arising from improper assembly or modification (except if we or our contractors are responsible for the assembly or modification)

- Damage arising from abnormal use, misuse or abuse

- Damage arising from improper care or maintenance (e.g. fabric, leather, or timber)

- Damage to external or product packaging only

- Damage occurring during your own handling and transportation of goods

- Insignificant minor variations in product dimensions, colour, grain or finish

- Insignificant minor imperfections or superficial blemishes

 

IMPORTANT INFORMATION

In addition to the Warranty, you may have other rights as our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. We will work collaboratively with you to find a solution that meets your rights under the Australian Consumer Law.

 

Manufacturer warranties

In some cases, products offered for sale on our website may be subject to a separate manufacturer's warranty. This will be communicated on the relevant product page. Where you experience an issue with a product that comes with a manufacturer's warranty, the manufacturer will generally be able to provide a faster assessment and remedy than us. Many manufacturers will have dedicated support centres with access to more detailed knowledge on their respective products, in addition to better access to spare parts. You may prefer to contact the manufacturer directly to seek a resolution rather than contacting us. If you would prefer that we assist you or you're unhappy with the resolution of your issue, please contact us for help.

 

Force Majeure

We shall not be responsible for any delay, suspension or failure arising out of any circumstances outside of our reasonable control, including but not limited to, acts of God, governmental actions or restrictions, shipping, postal or other relevant transport strike, postal theft, failure or accident, lockouts or other labour difficulty, war or national emergency, epidemics, pandemics, quarantine requirements, acts of terrorism, fire, explosion, flood, an act or omission of a third party, inability to obtain any necessary materials, equipment, facilities or services, the failure of performance provided by others, interruption of the internet or a website or social media platform (such as Facebook), or virus, accidents or breakdown of plant, machinery, software, hardware or communication network.

 

Our rights

We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us or where we are not responsible for the damage in accordance with our Faults & damages policy.

Also, given the significant cost of shipping our goods, we generally do not accept change of mind returns.

Refunds request won’t be accepted after 30 days of receiving the goods.