Returns Policy
At Koch & Co Decor, we want you to be completely satisfied with your purchase. If you need to return an item, please review this policy carefully.
Returns Eligibility & Process
We accept returns for most unused items in their original packaging within 14 days of the delivery date. Returns outside this period may be considered on a case-by-case basis.
To initiate a return, please contact our customer service team through the online contact form on our website. In your message, please provide your original order number and the reason for the return. We will then provide you with a Return Merchandise Authorisation (RMA) number and instructions for returning the goods.
A restocking fee applies to most returned items. This fee will be advised when your return is authorised.
Please note that we do not accept returns for the following items:
- Custom printed, personalised, or special order products.
- Any products not in their original, saleable condition.
- Items that have been used, opened, or installed.
Return Shipping & Inspection
The customer is responsible for all return shipping costs and ensuring items are securely packaged to prevent damage in transit. We recommend using a trackable shipping service, as we are not liable for return packages lost in transit.
All returned items will be inspected upon receipt at our warehouse. Your refund or credit will be processed only after the goods have been received and passed inspection.
Faulty, Damaged, or Incorrect Goods
Our policy for faulty, damaged, or incorrect items differs from standard returns.
If you receive goods that are faulty, damaged in transit, or incorrect (not what you ordered), please notify us within 2 business days of delivery. Please have your invoice and photos of the product and packaging ready. We will arrange a solution, which may include replacement, repair, or credit, at our discretion.
Please do not return faulty or incorrect goods without first contacting us to receive an RMA number and specific instructions.
Refunds & Credits
Once your return is approved and inspected, we will process your refund or store credit. Refunds will be issued to the original payment method used for the purchase. Please allow time for the refund to appear in your account after processing.
If you paid by credit card, refunds will be credited back to that card. For cash or EFTPOS payments made in-store, a store credit will typically be issued.
General Terms
This Returns Policy works in conjunction with our general Terms and Conditions of sale. We reserve the right to amend this policy at any time.
For any questions regarding a return or this policy, please contact us via the online form on our website at kochdecoration.com.