Refund & Return Policy

1. Overview

At Decanto, we want you to be completely satisfied with your purchase. This Refund & Return Policy outlines the terms and conditions for returns, exchanges, and refunds. Please read this policy carefully before making a purchase.

2. Return Eligibility

2.1 Eligible Items

Due to hygiene and safety reasons, we cannot accept returns or exchanges on opened or used fragrance decants. However, we will accept returns in the following circumstances:

• Damaged Items: If you receive a damaged or defective product, please contact us within 48 hours of delivery with photos of the damage.
• Wrong Item: If you receive an incorrect item, we will arrange for a replacement or full refund.
• Unopened Items: Unopened items in their original packaging may be returned within 7 days of delivery for a full refund (excluding shipping costs).

2.2 Non-Returnable Items

• Opened or used fragrance decants
• Items without original packaging
• Items returned after 7 days from delivery
• Items damaged due to misuse or negligence

3. Return Process

Step 1: Contact Us

To initiate a return, please contact our customer service team at decanto.lk@gmail.com within 48 hours of receiving your order. Include the following information:

• Order number
• Reason for return
• Photos (if applicable for damaged items)

Step 2: Return Authorization

Once we review your request, we will provide you with a Return Authorization (RA) number and return instructions. Do not return items without an RA number, as we may not be able to process your return.

Step 3: Ship the Item

Package the item securely in its original packaging (if available) and include the RA number. Ship the item to the address provided in your return instructions. We recommend using a trackable shipping method.

4. Refund Processing

4.1 Refund Timeline

Once we receive and inspect your returned item, we will process your refund within 5-7 business days. Refunds will be issued to the original payment method used for the purchase.

4.2 Refund Amount

For eligible returns:

• Full Refund: The full purchase price will be refunded for damaged, defective, or incorrect items.
• Partial Refund: For unopened returns, the item price will be refunded, but original shipping costs are non-refundable unless the return is due to our error.
• Return Shipping: Return shipping costs are the responsibility of the customer, except in cases where we sent the wrong item or a damaged item.

5. Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired item. This ensures you receive a fresh, unopened product.

6. Damaged or Defective Items

If you receive a damaged or defective item:

1. Contact us immediately (within 48 hours of delivery)
2. Provide photos clearly showing the damage or defect
3. We will arrange for a replacement or full refund
4. We will cover all return shipping costs for damaged items

7. Cancellations

You may cancel your order before it ships. Once an order has been shipped, it cannot be cancelled, but you may return it according to our return policy. To cancel an order, please contact us as soon as possible.

8. Contact Information

For questions about returns, refunds, or exchanges, please contact us:

9. Policy Updates

We reserve the right to update this Refund & Return Policy at any time. Changes will be posted on this page with an updated revision date. Your continued use of our services after any changes constitutes acceptance of the new policy.