Informativa sui rimborsi

Refund Policy

Thank you for shopping with Decorua. Most of our products are made to order, and many items are personalized edible products created specifically for the details provided with your order. Please read this policy carefully before placing an order.

Personalized Made-to-Order Edible Products

Personalized made-to-order edible products include edible cake toppers, cupcake topper sets, wafer paper, sugar sheets, chocotransfer designs, and any item made with a name, age, date, image, size, material choice, or custom text.

These products are made to your individual specifications and cannot be restocked or resold. 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 personalized.

Once production has started, or once the order has been shipped, personalized edible products cannot be cancelled, returned, exchanged, or refunded unless the issue is caused by our error and is approved after review. Please double-check all personalization details before ordering.

Cancellations

If you need to cancel an order, please contact us as soon as possible at i@decorua.com. Cancellation may be possible only if production has not started and the order has not been shipped.

Personalized made-to-order items cannot be cancelled once production has started, even if the order has not yet been delivered.

Incorrect Item or Seller Error

If you believe you received the wrong item or there is a seller error with your order, please contact us within 7 days of delivery at i@decorua.com. Include your order number and clear photos of the item, packaging, and issue.

We will review the case based on the order details, personalization details provided by the customer, and the evidence submitted. A replacement or refund is not automatic and may be offered only if the issue is approved after review.

Package Condition and Transit Damage

Please inspect your package carefully at the time of delivery, before opening it and before accepting it whenever possible. If the outer packaging is visibly damaged, opened, crushed, wet, or otherwise affected during transit, please ask the courier or pickup point to record the damage, refuse the package if appropriate, and take clear photos before opening it.

Shipping and handling after dispatch are performed by third-party carriers and postal partners. Damage caused during transit, customs handling, courier handling, or storage by a carrier or pickup point is outside Decorua's direct control after dispatch.

Transit damage, damaged packaging, or damage discovered after delivery does not automatically qualify for a refund or replacement. Any such case may be reviewed only if timely evidence is provided, including photos of the unopened package, outer packaging, shipping label, inner packaging, and product condition.

If the package is accepted without any recorded delivery issue, the packaging is discarded, or the item is unpacked, handled, stored, or used before the issue is reported, it may not be possible to verify when or how the damage occurred. In such cases, a refund or replacement may be refused.

Shipping Delays, Customs Delays, and Missed Event Dates

Delivery times shown on our website, at checkout, in order confirmations, or in tracking are estimates only and are not guaranteed delivery dates. If an order is needed for a birthday, party, or other event, please order early and allow extra time.

After an order has been dispatched, transit time, tracking updates, customs processing, and final delivery are handled by the carrier and/or customs authorities. Carrier delays, customs delays, tracking gaps, holidays, weather, strikes, high shipping volume, government checks, transport disruption, incorrect or incomplete delivery details, and other external events may affect delivery and are outside Decorua's direct control after dispatch.

For personalized made-to-order edible products that were produced and dispatched within the stated processing time, a carrier delay, customs delay, tracking gap, or missed birthday, party, event, or other deadline is not by itself a reason for cancellation, refund, return, or replacement.

Cases involving confirmed carrier loss, return to sender, incorrect items, or seller error may be reviewed separately based on the order details, product type, evidence provided, and applicable rights. A refund or replacement is not automatic unless approved after review.

Digital Products

Digital products, downloadable files, printable designs, and Canva template links cannot be returned once the file or link has been delivered or accessed, unless required by applicable law or unless the issue is caused by our error.

Non-Personalized Physical Products

If you purchased a non-personalized physical product, you may have the right to withdraw from the purchase within 14 days where applicable. Items must be returned unused, unopened, and in their original condition unless otherwise required by applicable law.

Please contact us at i@decorua.com before returning any item. Items sent back without first contacting us may not be accepted.

Refund Eligibility Summary

Refund or replacement requests may be considered if:

• The issue is caused by a confirmed seller error and is reported within the required time with supporting photos
• Your order is cancelled before production begins and before shipment
• You exercise a valid right of withdrawal for a non-personalized physical product within 14 days, where applicable

Refunds are not provided automatically. For personalized made-to-order edible products, refunds are not provided only because a delivery estimate was missed, a carrier or customs delay occurred after dispatch, tracking did not update for a period of time, transit damage is reported without timely evidence, or the package did not arrive before a birthday, party, event, or other specific deadline.

Approved refunds are credited to the original payment method.

How to Contact Us

For any refund, return, cancellation, or order issue, please contact us at i@decorua.com. Please include your order number, the email address used at checkout, and clear photos if the issue relates to package condition, transit damage, incorrect items, or product condition.