Refund policy
Returns & Refund Policy
At DEKATO LIVING, many of our furniture pieces are handcrafted and made to order specifically for each customer. We therefore ask customers to carefully review product dimensions, finishes, fabrics, colors, access requirements, and product details before confirming an order.
Returns for Ready-Stock Items
Eligible ready-stock and non-customized products may be requested for return within 14 days of receiving the order.
To be eligible for a return, the item must:
- Be unused and in the same condition in which it was received.
- Be returned with all original packaging, tags, accessories, and components.
- Show no signs of use, damage, modification, installation, or improper handling.
- Be accompanied by proof of purchase.
To request a return, please contact us at Dekatoliving@gmail.com before sending or returning any item.
Items returned without prior approval from DEKATO LIVING may not be accepted.
Where a return is accepted due to a change of mind, return transportation or collection costs may be the responsibility of the customer.
Made-to-Order & Custom Products
Furniture that is made to order, customized, personalized, or produced according to a customer's selected configuration, dimensions, fabric, color, material, or finish is not eligible for return, exchange, or refund due to a change of mind.
This includes situations where:
- The customer changes their mind after confirming the order.
- Incorrect measurements were provided or selected.
- The furniture does not fit through doors, elevators, staircases, corridors, or other access points.
- The customer later decides that the selected color, fabric, material, size, or finish is unsuitable.
- A fabric, material, color, or finish previously approved by the customer is no longer preferred.
Customers are responsible for reviewing all dimensions and confirming suitable access to the intended installation location before placing an order.
This exclusion does not affect claims relating to products that arrive damaged, defective, incorrectly supplied, or with a confirmed manufacturing issue.
Damaged, Defective or Incorrect Items
Please inspect your furniture carefully when it is delivered.
If your item arrives:
- Damaged,
- Defective,
- With missing components,
- With a manufacturing fault, or
- Different from the product you ordered,
please contact us as soon as possible at Dekatoliving@gmail.com.
Please provide your order details together with clear photographs or videos showing the issue where applicable.
Our team will review the claim and determine the appropriate resolution.
Depending on the nature of the issue, DEKATO LIVING may offer:
Repair, replacement, replacement parts, exchange, or refund, as appropriate.
Where the issue results from an error by DEKATO LIVING, an eligible manufacturing defect, or damage occurring before or during delivery, the customer will not be charged for the required return or replacement transportation.
Items Not Eligible for Return
Unless the product is damaged, defective, or incorrectly supplied, we cannot accept returns or exchanges for:
- Made-to-order furniture.
- Customized or personalized furniture.
- Products manufactured in a customer-selected fabric, color, finish, size, or configuration.
- Products damaged after delivery due to misuse or improper handling.
- Products altered, modified, repaired, or disassembled by the customer or an unauthorized third party.
- Items damaged through incorrect cleaning or maintenance.
- Products that cannot be installed because the customer did not verify access dimensions.
- Items showing signs of use beyond what is reasonably required to inspect the product.
- Sale or clearance items, unless otherwise required in the case of a defect or incorrect item.
Please contact us at Dekatoliving@gmail.com if you are unsure whether your product is eligible.
Natural Variations
Some of our furniture is produced using natural materials and handcrafted finishes.
Natural variations in:
- Wood grain,
- Stone or marble veining,
- Texture,
- Color,
- Stitching,
- Upholstery tension,
- Pattern,
- Surface characteristics, and
- Hand-finished details
may occur between individual products.
Reasonable natural variations are part of the character of handcrafted and natural-material furniture and are not normally considered defects.
Slight differences may also occur between fabric samples, digital images, and finished upholstery due to lighting, screen settings, production batches, and dye variations.
Exchanges
For eligible ready-stock products, please contact us at Dekatoliving@gmail.com to request an exchange.
Made-to-order or customized products cannot normally be exchanged once production has begun unless the product supplied is defective, damaged, or different from what was confirmed in the order.
Refunds
Where a refund has been approved, we will notify you after the returned item has been received and inspected.
Approved refunds will be issued to the original payment method within approximately 10 business days.
Please note that your bank, card issuer, or payment provider may require additional time to process and display the refund.
If more than 15 business days have passed since we confirmed that your refund was approved, please contact:
Order Measurements & Access
Customers must ensure before ordering that the furniture can be safely transported through:
- Building entrances
- Doorways
- Elevators
- Staircases
- Corridors
- Hallways
- Internal doors
- Other access routes leading to the installation area
DEKATO LIVING cannot accept a made-to-order furniture return solely because the item does not fit through the customer's property or building access points.
Additional charges may apply where special handling or alternative installation arrangements are required.