Return & Refund Policy
Last Updated: January 15, 2023
At LownDecor, we take great pride in the quality of our personalized products. We want you to be completely satisfied with your purchase. This Return & Refund Policy outlines our guidelines for returns, exchanges, and refunds to ensure a fair and consistent process for all customers.
Special Note for Personalized Items
Due to the custom nature of personalized items, they cannot be returned or exchanged unless they arrive damaged or have a manufacturing defect. We encourage you to carefully review your personalization details before finalizing your order.
Return Eligibility
The following guidelines determine eligibility for returns and refunds:
Eligible for Return/Refund:
- Items received damaged or defective
- Items that significantly differ from their description on our website
- Non-personalized items in original condition (within 30 days of delivery)
- Personalized items with manufacturing errors or incorrect personalization on our part
Not Eligible for Return/Refund:
- Personalized items with correct customization as specified in your order
- Items damaged due to misuse, improper care, or accidents after delivery
- Items returned more than 30 days after delivery
- Items that have been used, altered, or washed
- Digital products or downloaded content
- Gift cards
Return Process
If you need to return an item, please follow these steps:
- Contact Customer Service: Within 7 days of receiving your order, email returns@lowndecor.com with your order number, a description of the issue, and photos if applicable.
- Return Authorization: Our team will review your request and, if approved, will provide you with a Return Merchandise Authorization (RMA) number and return instructions.
- Packaging: Package the item securely in its original packaging if possible. Include any accessories that came with the item.
- Shipping: Send the item back using the shipping method specified in your return instructions. Include the RMA number on the outside of the package.
- Processing Time: Once we receive your return, we will inspect the item and process your refund or replacement within 5-7 business days.
| Return Type | Timeline to Initiate | Refund Method | Shipping Fees |
|---|---|---|---|
| Damaged/Defective Items | 7 days from delivery | Original payment method | Return shipping covered by LownDecor |
| Incorrect Personalization (our error) | 7 days from delivery | Original payment method or replacement | Return shipping covered by LownDecor |
| Non-personalized Items | 30 days from delivery | Original payment method | Customer pays return shipping |
Refund Information
Once your return is received and inspected, we will process your refund as follows:
- Credit Card Refunds: The refund will be issued to the original credit card used for the purchase within 3-5 business days of processing your return.
- PayPal Refunds: The refund will be processed to your PayPal account within 2-3 business days.
- Store Credit: If you choose to receive store credit instead of a refund, we will issue a store credit for the full amount of your purchase (including shipping) that can be used on future orders.
Please note that it may take an additional 5-10 business days for the refund to appear on your bank or credit card statement, depending on your financial institution.
Exchanges
Due to the personalized nature of most of our products, we generally do not offer direct exchanges. Instead, we recommend:
- Return the eligible item following our return process
- Place a new order for the desired item
For non-personalized items, we may offer an exchange for a different size or color, subject to availability. Please contact our customer service team to discuss exchange options.
Late or Missing Refunds
If you haven't received your refund within the timeframes listed above:
- Check your bank account or credit card statement again
- Contact your credit card company or bank, as it may take some time for the refund to be officially posted
- If the refund still hasn't appeared after 10 business days, please contact us at support@lowndecor.com
Damaged Items in Transit
If your item arrives damaged:
- Take clear photos of the damaged packaging and product
- Contact us within 48 hours of delivery
- Do not discard the damaged item or packaging until your claim is resolved
We will either arrange for a replacement or issue a full refund, including shipping costs.
Cancellations
Order cancellations are subject to the following conditions:
- Orders can only be canceled within 4 hours of placing them
- Once production begins on personalized items, orders cannot be canceled
- To request cancellation, email support@lowndecor.com with your order number
Contact Us
If you have any questions about our Return and Refund Policy, please contact us:
- Email: support@lowndecor.com
- Phone: 1-800-555-LOWN (5696)
- Hours: Monday-Friday, 9am-5pm EST
This Return and Refund Policy is subject to change without notice. Changes will be posted on this page with an updated revision date.