Refund and Returns Policy

Last Updated: 09-04-2024

At Descape, we take pride in creating customized and made-to-order products tailored to your specific preferences and requirements. Due to the personalized nature of our business and the unique characteristics of each item we produce, we do not accept returns or exchanges unless the product arrives damaged or defective.

1. Made-to-Order Policy

All of our products are made-to-order, meaning they are crafted specifically for each customer based on their individual design choices, specifications, and requirements. As a result, we are unable to accept returns or exchanges for reasons other than product defects or damages.

2. Damaged or Defective Products

In the unlikely event that your order arrives damaged or defective, please contact us immediately within 3 days of receiving your order. To be eligible for a return or exchange due to damage or defect:

• Photographic Evidence: You must provide clear photographic evidence of the damaged or defective product(s) and packaging at delivery.
• Notification: You must notify us of the damage or defect within the specified timeframe.

Upon verification of the damage or defect, we will:

• Replace: We will replace the damaged or defective product with a new, identical product.
• Repair: We will repair the damaged or defective product to restore it to its original condition.
• Refund: If a replacement or repair is not possible, we will offer a full refund for the purchase price of the product.

3. Non-Returnable Items

Due to the personalized and made-to-order nature of our products, the following items are non-returnable:

• Customized furniture
• Bespoke home decor items
• Personalized textiles and upholstery
• Made-to-order lighting fixtures
• Custom artwork and installations

4. Refund Process

If your return is approved for a refund due to product damage or defect:

• Refund Method: Refunds will be issued to the original method of payment.
• Processing Time: Please allow 7-10 days for the refund to be processed and reflected in your account.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

5. Contact Descape

For questions, concerns, or issues regarding our return policy or a specific product, please contact Descape at: [email protected]