Refund policy

 

1. Return Window

 


Customers may request a return within 14 calendar days from the date of delivery.


To be eligible for a return, we must be notified in writing within this 14-day period.


Return requests must be submitted via email to:


📧 info@decoribbo.co.uk


Please include your order number, full name, and reason for return.

 

 

 

2. Eligibility Conditions

 


To qualify for a return:

 

  • Products must be unused, uninstalled, and in original condition

  • Items must be returned in their original packaging

  • Full boxes only must be returned (partial boxes are not eligible)

  • Goods must not have been cut, modified, or altered in any way

  • The product must not have been exposed to adhesive, grout, water, or installation conditions

 


Due to the nature of natural stone products, slight variation in tone, veining, texture, and shade is considered a natural characteristic and not a fault.

 

 

 

3. Non-Returnable Items

 


The following items are non-refundable and non-returnable:

 

  • Custom-cut or bespoke orders

  • Clearance or final sale items

  • Installed products

  • Opened sample products

  • Partial boxes

  • Made-to-order products

 

 

 

 

4. Damaged or Incorrect Items

 


If you receive a damaged or incorrect item:

 

  • You must notify us within 48 hours of delivery

  • Clear photographic evidence must be provided

  • Keep all original packaging until instructed otherwise

 


If the issue is confirmed as a Decoribbo error, we will:

 

  • Arrange replacement, or

  • Offer a refund, and

  • Cover return shipping costs where applicable

 

 

 

 

5. Return Shipping Costs

 

 

  • For standard returns (change of mind), the customer is responsible for return shipping costs

  • Original shipping costs are non-refundable

  • We recommend using insured and trackable shipping

  • Decoribbo is not responsible for goods damaged during return transit

 

 

 

 

6. Inspection & Refund Process

 


Returned goods will be inspected upon arrival.


If approved:

 

  • Refunds will be processed within 5–7 business days

  • Refunds will be issued to the original payment method

  • Bank processing times may vary depending on provider

 


If goods are returned in non-compliant condition, we reserve the right to:

 

  • Refuse the return, or

  • Apply a restocking fee where applicable

 

 

 

 

7. Natural Stone Disclaimer

 


As our products are made from natural marble, limestone, and travertine, variation in colour, pattern, veining and texture is inherent and part of the material’s beauty. These characteristics are not considered defects.


We strongly recommend ordering samples prior to placing large orders.

 

 

 

8. How to Start a Return

 


To initiate a return request, please contact:


📧 info@decoribbo.co.uk


Include:

 

  • Order number

  • Full name

  • Delivery address

  • Reason for return

  • Photos (if applicable)

 


Our team will provide return instructions once the request is reviewed.