Goods must be returned to Maison Decrare within 14 days of receipt, undamaged and in their original packaging with the returns slip completed.
You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly dispatched item. You can return an item to us, via the method of your choice, or you may choose to use our return process mentioned above.
Please repack your item with care using all the original packaging. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes.
If an undamaged item is returned to us outside of the 14 day time frame, a credit note (valid for 1 year) will be issued, at the discretion of Maison Decrare.
We will inspect the returned item and will notify you of your refund or replacement via email. We try to process returns as soon as possible once they have reached our Warehouse.
We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If it’s not possible we will contact you via phone or email.
Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at Maison Decrare’s discretion.
Off the grain is committed to delivering the highest standard of customer service and satisfaction. As part of our commitment to customer service, we understand that sometimes you may want to return an item. It is for this reason that we offer a simple 14 day money back guarantee on any furniture you buy from Maison Decrare*.
DAMAGED GOODS
For all large & heavy items delivered by our pallet courier, please make sure to fully check the product and/or check that you are fully satisfied with it and that it’s suitable, before discarding of the packaging, as we will be unable to send you spare packaging and we cannot accept any large items to be returned without their packaging.
You will need to send us a picture of the damaged / faulty item prior to any refund or replacement being issued. If you cannot send us pictures of the damage / fault, you will need to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge) and issue a replacement(if in-stock) or a refund as appropriate.
Once we have received pictures of the damage/ fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you are placement, a repair or a refund.
Please note, under the Consumer Rights Act2015, any manufacturing fault occurring within 6 months of receiving your product, we will offer a replacement or a refund.
We cannot be held responsible for items that are damaged due to the result of normal wear and tear.
