Refund policy

Return Policy

At Decor Base, we want you to feel complete confidence in the structural rigidity, finish quality, and dimensional precision of our wall hardware. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to mounting screw friction marring, wall plasterboard dust contamination, and timber grain sensitivities, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The floating shelf brackets, hanging rails, timber poster frames, or sconce hardware must be completely uninstalled, unmounted to walls, unfastened with power drivers, and in their original, brand-new condition.
  • Wall Fastener & Tool Wear Notice: Hardware may be gently unboxed and held against walls for visual spacing. We strictly cannot accept brackets that have been screwed into masonry or studs (tightening countersunk screws against metal brackets causes irreversible paint flaking, burring, and scuffs).
  • Steel and brass finishes must show zero tool slip scratches, plasterboard gypsum dust, adhesive tape residues, or fingerprints.
  • Solid timber magnetic poster rails must remain completely unvarnished, unpainted, and free of moisture marks, wood splits, or string frays.
  • All original packaging, molded protective inner trays, mounting screw packs (unopened and complete with plastic drywall/masonry plugs), and drilling templates must remain 100% complete and undamaged inside the return parcel.
  • Items showing signs of installation attempts, stripped fastener heads, or damaged retail cartons will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because solid steel brackets carry concentrated physical mass, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Decor Base cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@decorbase.shop within 30 days of delivery. Please include your order number, hardware model/finish, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized padded repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a bracket rod length, finish, or delivery address), contact us immediately at support@decorbase.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our architectural hardware quality team will inspect each piece under bright lighting to verify compliance with our return conditions (scratch-free powder coating, unthreaded fastener packs, gypsum-free metal surfaces, and undamaged original packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@decorbase.shop for further assistance.