You have 30 days from the date of delivery to return your item.

We understand that sometimes the product delivered to you doesn’t perform or is damaged during the shipping. We have a comprehensive returns policy set out below, but we strongly recommend that each individual researches the product before purchasing to make sure it is what they are after. (We understand that product returns might occur due to various reasons. In some cases, only a partial refund would be issued if the return is initiated based on the personal reasons of the customers. To reduce your loss, please read the product information carefully before you place the order, if you have any questions, please contact us at support@dekalastore.com.) Here’s a complete explanation of our refunds and returns policy. 

About the Lost Package

For customers who have lost their packages, we will try our best to contact the logistics department to solve the problem.
For unsigned packages, we will contact the shipping company to request a claim.
However, if your package shows as signed for, we recommend that you contact your local post office for details.
Dekala will not issue refunds for packages that have been signed for.

Additional Information on Our Online Return Policy

- Items must have original tags attached and returned in their original packaging.
- We are not liable for any return packages that may become lost or stolen in transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
- All returns must include an order packing slip or return invoice from Online Return Portal that clearly indicates which items are being returned. If this is not filled out correctly, your return may experience issues in processing.
- Damaged, defective, or incorrect items must be reported within 7 days of delivery.
- Return drop-offs are not accepted at our DC or corporate office.

We require information from you to ensure the integrity of the product and reserve the right not to refund if the information you provide is not fully substantiated.

Cancellation

If you wish to cancel your order then please contact us as soon as possible. We ship our stock as soon as possible, so if the items have been shipped then cancellation may not be possible.

Reserved Rights Regarding Returns

We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
- An irregular or excessive returns history involving worn, altered, damaged, or missing items; or
- Potential fraudulent or criminal activity.

Similarly, we reserve the right to refuse service to any customer or entity, due to similar actions as noted above. Non-Dekala items sent to our Distribution Center will be discarded upon receipt. If you have any questions about our refunds policy, just contact us at support@dekalastore.com and we’ll reply with answers as quickly as we can.

How do I return

Please make sure the product, product accessories and product packaging are complete and send the relevant video to support@dekalastore.com. Returns for personal reasons (not product quality issues) will need to be shipped at the buyer's expense. This cost varies by region. After we receive the returned product and after testing, it does not affect re-sale, then we agree to refund.

Damages and issues

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.

We require you to provide relevant product status (pictures and videos) and we reserve the right not to refund if you do not cooperate in providing sufficient information.

Exchange

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.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). 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 do not accept returns of gift cards or products you have purchased on other platforms.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Returns for non-product quality issues:
We will give you a refund after we receive the product and confirm that it does not affect secondary sales. This depends on the time we receive the product plus the time it takes for the payment platform to process the refund.

Return