Refund policy

At Decor By The Way, most of our pieces are made to order, and many are handcrafted or personalised especially for you. Because we begin working on each piece specifically against an order, our policies are designed a little differently from those of mass-produced products.

We encourage you to go through the details below before placing your order. And if there’s anything you’d like to clarify, our team is always happy to help.

Returns & Refunds

Since our products are made to order, we are unable to accept returns, exchanges or offer refunds for change of mind, personal preference, or other reasons unrelated to damage, defect or an incorrect item being received.

For personalised products, we recommend carefully checking all names, spellings and other details provided while placing your order.

If your order reaches you damaged, defective or incorrect, please don’t worry, we’ll make it right. Please refer to the Damages & Issues section below.

Damages & Issues

We take great care while making and packing every order and want your piece to reach you in perfect condition.

Please inspect your order upon delivery. In the unlikely event that your product arrives damaged, defective, or you receive an incorrect item, please contact us within 48 hours of delivery along with photographs of the product so our team can evaluate the issue and assist you promptly.

Depending on the nature and extent of the issue, we will either replace the affected part or provide a replacement for the complete product, as appropriate.

Our damage policy covers issues present at the time of delivery. It does not cover damage occurring after delivery due to normal wear and tear, accidental damage, scratches, dents, chips, improper handling, or exposure to direct sunlight, rain, moisture or other external conditions.

Handcrafted Variations

A large part of what makes our products special is the craftsmanship behind them. Because many of our pieces involve natural materials and handcrafted processes, no two pieces may be exactly alike.

Slight variations in wood grain, colour, texture, finish, handcrafted details or other natural characteristics are normal and are part of the individuality of each piece. Colours may also appear slightly different depending on lighting and screen settings.

These natural variations are not considered defects and therefore do not qualify for a return, exchange or replacement.

Order Timelines

We make every effort to dispatch and deliver your order within the estimated timeline mentioned on the product page.

Since our products are made to order, occasional production delays may occur. Weather conditions, courier disruptions, public holidays or other unforeseen circumstances may also add approximately 2-3 working days to the estimated timeline.

If you require your order by a specific date or for a particular occasion, we strongly recommend reaching out to our team on WhatsApp before placing your order. We’ll be happy to check the timeline and let you know whether we can accommodate your required date.

Cancellations & Changes

Once an order is placed, we begin allocating materials and production resources towards creating your piece. For this reason, orders once placed cannot be cancelled.

For personalised products where a design or name draft is part of our regular process, changes can be requested during the designated approval stage. Once the design has been approved and moved into production, further changes may not be possible.

Please ensure that all names, spellings, addresses and other information provided while placing the order are correct.

Once an order has been shipped and handed over to our courier partner, we are unable to cancel the order. Changes to the delivery address may also not be possible once the parcel has entered the courier network.

Need Help?

We understand that ordering a made-to-order piece online can come with questions, especially when it’s personalised or intended for a special occasion.

If there’s anything you’d like to clarify before placing your order, please reach out to us at support@decorbytheway.com or connect with our team on WhatsApp. We’ll be happy to help.

And if something isn’t right when your order reaches you, please get in touch with us. We’ll always evaluate genuine issues carefully and work towards an appropriate resolution.