Política de reembolso

Refund & Return Policy

At Decorua, we create personalized and edible decorations made to order for each customer. Different products have different return and withdrawal rights depending on their type. Please review the information below before placing your order.

Right of Withdrawal (EU Consumers)

If you are a consumer in the European Union, you may have the right to withdraw from your purchase within 14 days without giving any reason, in accordance with EU Directive 2011/83/EU (Consumer Rights Directive). However, this right does not apply to all product types:

Personalised products (edible cake toppers, cupcake topper sets, and any item where you provide a name, age, or custom text): These products are made to your individual specifications. Under Article 16(c) of the Consumer Rights Directive, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. Once your order is placed and production begins, it cannot be cancelled, returned, or exchanged. Please double-check all personalisation details before ordering.

Digital products (printable files, digital downloads, Canva templates): Under Article 16(m) of the Consumer Rights Directive, the right of withdrawal does not apply to digital content delivered online, provided you have given your prior express consent to immediate delivery and acknowledged the loss of your withdrawal right. If you experience a technical issue with your file (corrupted, wrong format), contact us and we will provide a replacement.

Non-personalised physical products (pre-made button badges, cookie cutters, party bags, standard decorations without custom text): You have the right to withdraw within 14 days of receiving the goods, without giving any reason. To exercise this right, please contact us using one of the methods listed below before the 14-day period expires. You must return the goods at your own cost within 14 days of notifying us. The items must be unused and in their original condition. We will issue a refund, including standard delivery costs, within 14 days of receiving the returned goods.

How to Exercise Your Right of Withdrawal

To withdraw from a contract for a non-personalised physical product, you must inform us by a clear statement. You may:

• Use the withdrawal function on our website
• Send an email to i@decorua.com

Please include the following information: your full name, email address, order number, date of order or delivery, and a statement that you wish to withdraw. We will confirm receipt of your withdrawal without undue delay.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 7 days of delivery at i@decorua.com. Include your order number and photos of the issue. We will evaluate the situation and, if approved, issue a replacement or refund to your original payment method within 10 business days.

Refund Eligibility Summary

Refunds are provided if:

• The product is defective, damaged, or incorrect
• Your order is cancelled before production or shipment
• You exercise a valid right of withdrawal for a non-personalised physical product within 14 days

Refunds are credited to the original payment method once approved.

Contact

If you have any questions about your order or this policy, contact us at i@decorua.com or through our Contact page.