What should I do if my prducts arrives damaged, defective, or isn't what I ordered?

If you have received products which you did not order or a damaged/defective product please take note in the delivery receipt and let the delivery man counter sign. We would recommend you to call our Customer Service team at (02) 77176900 or send us an email at and let the representative know the details of your package.

Our Customer Service team would also require you to fill up the claim form and provide visual evidence (e.g photo, video) of the products in order to expedite the process.

How do I get a refund?

You have to options:

  1. You can use the refund value to order another products from us

  2. We will pay you via bank transfer to the bank that is indicated in the claim form

PLEASE NOTE ORDER Number as our reference for the transaction

When will I get a refund?

Your refund will be processed as soon as the product you are claiming / returned is inspected by our team and it is confirmed that it fits within our returns policy. This check can take up to 1 to 2 weeks, though generally less.

Once the claim has been approved, it takes 3 -5 banking days for the refund to be made by DecorMart to your bank account

For further information and especially if you do not receive your refund within 30 business days, please feel free to call our DecorMart customer service team (02) 717-6900 or email us at and let the service provider assist you.

Will you refund my shipping / delivery costs if i return my order?

We will refund full purchase price of the relevant product(s) returned to us excluding shipping charges (if any). We may refund shipping costs only for some return cases, example – DecorMart delivered the wrong item, item damage due to production process.

What do I do if my questions isn't answered here?

If you cannot find the answer to your question here, we recommend you to call our DecorMart customer service team at (02) 7717-6900 and let the service advisor know the details of your order and your question. You can also send us an email with all the details at Our advisors are happy to assist you

What are the conditions for returning my products?

You can submit claim form within 30 days of receiving it. If you received items from one order in several parcels, the 30-days grace period begins on the day you received the last parcel.

General Return Conditions

In order for us to do a refund, it must meet the following conditions:

  • The product must be unused and unworn.

  • The product must be in its original state and packaging with the original tags attached.

Returned products are inspected by our Quality Assurance Department. If there is any damage to the product as a result of a manufacturing defect or deviation from factory specifications, we undertake to fully refund the cost of any defective products.

If the defect in the product was caused by reasons other than materials quality or assembly process,we will not do the refund see product warranty

We do not refund products:

  • Obtained from a source other than

  • Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)

  • Damaged by misuse or activities other than the intended purpose (see installation guidelines and warranty of the product)