Withdraw from Contract

Withdraw from Contract

If you are a consumer in the European Union, you may have the right to withdraw from a distance purchase within 14 days without giving any reason. This right does not apply to all product types. Please read the exceptions below carefully before sending a withdrawal request.

Order Cancellation Before Production Starts

You may request cancellation free of charge only before production has started. Because personalised and made-to-order products may enter production shortly after an order is placed, please contact us immediately if you need to cancel. Submitting a cancellation request does not mean that cancellation is automatically approved. We will confirm whether cancellation is still possible based on the production status of your order and applicable law.

If you need to cancel your order, contact us immediately at i@decorua.com with the subject line "Cancellation Request" and your order number.

Once production of a personalised or custom-made product has started, cancellation due to a change of mind is no longer available. This includes orders that have already been printed, cut, engraved, personalised, or otherwise produced specifically for the customer. Such products cannot normally be restocked or resold.

Where a personalised or custom-made product has already entered production, the product cost is non-refundable for a change-of-mind cancellation where an applicable legal exception applies. Any shipping cost not yet incurred may be refunded where applicable. This does not limit mandatory rights relating to defective, incorrect, damaged, or undelivered goods, or rights that apply to an eligible standard non-personalised product.

Products That Cannot Be Withdrawn From

The right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. For Decorua, this includes personalised and made-to-order products created with custom text, name, age, date, photograph, customer-specific design, custom dimensions, or other characteristics requested specifically for your order.

Choosing a standard size, material, or colour offered as a normal product option does not by itself necessarily make an otherwise standard product personalised.

Once production has started, personalised made-to-order products that fall within an applicable legal exception cannot be cancelled, returned, exchanged, or refunded through change-of-mind withdrawal. If you believe there is an incorrect item, seller error, packaging issue, transit damage, or another problem with the order, contact us — these cases are reviewed under our Refund Policy.

The right of withdrawal also does not apply to edible and perishable goods — food-grade edible decorations (wafer paper, sugar sheets, chocotransfer prints) that can deteriorate or expire and cannot be resold after production.

The right of withdrawal also does not apply to digital content delivered online after you have given consent to immediate delivery or access and acknowledged the loss of the withdrawal right. This includes digital downloads, printable files, and Canva templates after delivery or access.

Final Sale Collections

The following product collections are marked as Final Sale because many products within them are personalised, made to specification, edible, digital, or otherwise fall within an applicable legal exception to change-of-mind withdrawal:

• Acrylic Cake Toppers
• Button Badges
• Cake Toppers
• Cookie Cutters
• Custom Snack Bags
• Digital Templates
• Edible Cake Toppers
• Edible Cupcake Toppers
• Party Accessories

Where a specific product falls within an applicable legal exception, it remains non-returnable for change-of-mind purposes. The Final Sale collection label itself does not remove any mandatory consumer rights that apply to a standard, non-personalised physical product.

Non-Personalised Physical Products

If your order is for a non-personalised physical product that does not fall under an applicable legal exception above, and the right of withdrawal applies, you may withdraw from the contract within 14 days of receiving the goods by sending us a clear statement that you wish to withdraw.

How to Exercise the Right of Withdrawal

To exercise your right of withdrawal for an eligible product, send a clear statement to i@decorua.com before the withdrawal period expires. You may use the model withdrawal form below, but you do not have to use it.

Please include the following information to help us identify and process your request:

• Your full name
• Your email address used at checkout
• Your order number
• Date of order and date of delivery
• A clear statement that you wish to withdraw from the contract

We will not reject an otherwise valid withdrawal solely because a non-essential detail is missing, provided that the order and withdrawal request can be reasonably identified.

We will confirm receipt of your withdrawal request by email without undue delay.

Returning Eligible Goods

If the withdrawal right applies, you must send the goods back within 14 days from the day on which you informed us of your withdrawal.

Returned goods should be sent back in original condition to receive a full refund. You may handle the goods only to the extent reasonably necessary to establish their nature, characteristics, and functioning. If handling beyond what is necessary reduces the value of the goods, we may make any deduction permitted by applicable law.

Return shipping costs are at the customer's expense unless otherwise required by applicable law.

Refund After Withdrawal

For an eligible withdrawal, we will reimburse all payments received for the eligible goods, including the cost of our standard outbound delivery method. If you selected a more expensive express, priority, or upgraded delivery option, any additional amount above the cost of standard delivery is not refundable.

We will make the reimbursement without undue delay and no later than 14 days from the day on which we are informed of your withdrawal. We may withhold reimbursement until we have received the returned goods, or until you have supplied evidence that the goods have been sent back, whichever is earlier.

If handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods has reduced their value, we may deduct the amount permitted by applicable law from the reimbursement.

We will use the same payment method you used for the original transaction unless you expressly agree otherwise.

Damaged, Incorrect, or Lost Orders

The right of withdrawal is separate from your rights relating to defective, incorrect, damaged, or undelivered goods. If your order is damaged, incorrect, appears to be lost in transit, or has another delivery or production problem, please contact us and review our Refund Policy.

Model Withdrawal Form

You may use the model form below, but you do not have to use it. You may also withdraw by any other clear statement sent to i@decorua.com.

Contact

If you are unsure whether your product is eligible for withdrawal, contact us at i@decorua.com before sending the item back.

For more details about refunds, damaged or incorrect items, shipping delays, and product-specific exceptions, please review our Refund Policy and Shipping Policy.

Dispute Resolution

For information about Czech out-of-court consumer dispute resolution (ČOI ADR), please see our Legal Notice.