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 cancel your order free of charge until production has started. For made-to-order and personalised products, production typically begins within 1 hour of order confirmation, including weekends and public holidays. If you need to cancel, contact us at i@decorua.com immediately with the subject line "Cancellation Request" and your order number.

If production has already started at the time of your cancellation request, only the shipping cost may be refunded. The product cost is non-refundable, as materials have been used and the item has been produced to your personal specifications.

Products That Cannot Be Withdrawn From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 all personalised made-to-order edible products: edible cake toppers, cupcake topper sets, wafer paper prints, sugar sheet prints, chocotransfer designs, and any item made with custom text, name, age, date, design, size, material choice, image, or other personalisation details.

Once production has started, these personalised made-to-order products cannot be cancelled, returned, exchanged, or refunded through withdrawal. If you believe there is an incorrect item, seller error, packaging issue, or transit damage, 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/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 and are not eligible for withdrawal or return under any circumstances other than a confirmed production defect:

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

Non-Personalised Physical Products

If your order is for a non-personalised physical product that does not fall under the exceptions 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 written statement.

Please send your withdrawal request to i@decorua.com with the subject line "Withdrawal" and include:

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

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

Returning Eligible Goods

If the withdrawal right applies, you must return the goods within 14 days of telling us that you wish to withdraw. Returned items must be unused, unopened where applicable, and in their original condition. Unless stated otherwise by applicable law, the customer is responsible for the return shipping cost.

We will reimburse the product price within 14 days of receiving the returned goods (or from the date you provide proof of return shipment, whichever is earlier) using the same payment method you used for the original order.

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.

Online Dispute Resolution (EU ODR)

The European Commission provides an online dispute resolution platform for consumers who wish to resolve disputes with online traders established in the EU:

https://ec.europa.eu/consumers/odr

Our email address for ODR purposes: i@decorua.com