Right of withdrawal & Returns

Right of Return

With us, it should be easy both to make a purchase and to return products that did not turn out as you expected. For private customers, a right of return applies for 30 days from the date the item is received. If you are not satisfied with the item(s), you can return all or part of your order to us and receive a refund for the returned products. A discounted return shipping fee is paid by the customer.

Return from Sweden, Denmark, Germany, Netherlands, Austria, Belgium:

Option 1: Make your return via our return portal

Returns sent from Sweden are handled through our Swedish return portal: https://return.shipmondo.com/decorroom-se

Returns sent from Denmark are handled through our Danish return portal: https://return.shipmondo.com/decorroom-dk

Returns sent from Germany are handled through our German return portal: https://return.shipmondo.com/decorroom-de

Returns sent from the Netherlands are handled through our Dutch return portal: https://return.shipmondo.com/decorroom-nl

Returns sent from Austria are handled through our Austrian return portal: https://return.shipmondo.com/decorroom-at

Returns sent from Belgium are handled through our Belgian return portal: https://return.shipmondo.com/decorroom-be

In respective return portal you can quickly and easily register that you wish to exercise your right of return by paying the return shipping fee of 79 SEK / 59 DKK / 7 EUR. This must be done within 30 days from the date you received delivery of the item(s).
It is the customer’s responsibility to ensure that you have a valid right of return before paying the return shipping and sending your return to us. The return portal is an open and independent service, not directly linked to your order, which means that it is technically possible for anyone to register and pay for a return shipment at any time. However, a return that is registered or submitted too late will not be approved, and no refund will be made for the returned goods, regardless of the reason for the delay.

Please read carefully all information, instructions, and terms that apply when registering and paying for your return in the return portal.
Please note that the return label purchased through a return portal is only valid for drop-off at a DHL service point in the country specified in the respective portal. Contact our customer service if you wish to send your return from another country.

If you wish to make a complaint, do not use the return portal. See the separate section on complaints in the Terms & Conditions.

If you have any questions, please contact our friendly customer service (info@decorroom.eu) before you start your return!

Option 2: Make your return directly at our warehouse
Of course, you can also return your online order directly to us at our warehouse. Please notify us by email with your preferred date and time for the visit to ensure that the warehouse is staffed and can receive you. Our warehouse is located at Öregrundsgatan 4, Stockholm, Sweden. Returns of orders placed in the online shop will be refunded through the payment method you used at the time of purchase, which means it may take up to 10 business days before the refund appears in your account.

Return from another EU country:
If the return is to be sent from another EU country, please contact our customer service via email (info@decorroom.eu). Clearly state from which EU country the return will be sent so we can assist you with how to proceed with your return!

Return from a country outside the EU:

1. Inform us which items you wish to return by email to info@decorroom.eu

2. Pack the goods securely in the original packaging and with protective packing material (see more below), and send the return to us with a carrier of your choice. Ensure that the shipment is sent with the delivery terms DDP (Delivered Duty Paid) and with direct delivery to our warehouse. We do not collect returns sent to service points for pickup. Then provide us with the tracking number of your return.
   Please note that you, the customer, are responsible for all shipping costs for returns from countries outside the EU. We do not cover customs charges or other related fees that may arise; therefore, it is important that the shipment is sent according to the DDP condition mentioned above.

Have you opened one or more products that you wish to return? No problem – as long as the item is in new condition, without marks or other damage, and all associated parts (such as screws, etc.) and the complete original packaging are included, we will accept your return with a full refund for the returned products.

It is the customer’s responsibility to pack the goods securely and protectively so that they are not damaged under the normal stresses of transport.
Please take particular, but not exclusive, note of the following points:

• Each product must be packed separately, in its complete original packaging (e.g., box/bag) and protective wrapping (e.g., padded plastic sleeve/bag) as delivered.
• If you have opened the packaging, ensure it is completely closed and sealed so that the product cannot fall out during transport.
• Do not place loose screws together with, for example, a handle or knob, as this will likely cause scratches or other damage to the product during transport.
• Then pack the products in suitable outer packaging, well filled with protective material between the items. The packaging material (wood wool/kraft paper/bubble wrap) used in the shipment to you may have compressed, and the package may need additional filling for a safe return.

Returned products are assessed based on the condition in which they arrive with us. For products deemed to be in non-saleable condition (e.g., damaged, dirty, missing original packaging or accessories), no refund will be made.

If the customer wishes to have the goods from a non-approved return sent back, this must be communicated promptly to our customer service (within 7 days from when the customer is notified by email that the return has not been approved). The customer then bears the full and actual costs for handling and new shipping.

Shipping fee / return postage is paid by you as the customer. We do not collect returns sent to us via drop-off or service points.
If you would like assistance with a return, please do not hesitate to contact our friendly customer service at info@decorroom.eu.

If any item is damaged upon receipt, see the separate section on complaints under "Terms & Conditions."
Complaints about damaged or defective goods must always be made before any possible return of all or part of an order.

Exchange of goods can be made in cases where products of the same unit price and total value are to be exchanged, e.g., for another colour/finish or another series at the same price. In the case of an exchange, the customer pays the regular return shipping and the new shipping cost. For exchanges made directly at our warehouse, no additional costs apply.

When exercising the right of withdrawal or return, we always recommend that the customer collects the delivery and then makes a return. This helps to avoid additional costs.
For shipments that are not collected or cannot be delivered, the customer will be charged the costs incurred, including extra carrier fees and costs for administration and handling. Read more under the section “Shipping & Delivery” in the Terms & Conditions.

Exceptions to the right of withdrawal:
If you wish to purchase a product with options/specifications/colours that are not part of our regular assortment and which is ordered or manufactured especially for you according to your specific wishes, the right of withdrawal does not apply.
The right of withdrawal does not apply to business customers, but we always strive to assist in finding a solution should such a situation arise.