Refund policy

Return & Refund Policy

Last updated: 12 July 2026

Decorua creates made-to-order edible and personalised products. This policy defines clearly what we are responsible for and what falls outside our control. Please read it before placing an order.

1. Our Responsibility

We are responsible for:

  • Producing your order to the quality standards of the product type (wafer paper, sugar sheet, chocotransfer, acrylic, etc.)
  • Fulfilling your order and handing it to the carrier within the stated processing time (typically 1–3 business days from order confirmation and receipt of all required personalisation details)
  • Packaging the order appropriately to protect it during normal handling
  • Providing you with tracking information after dispatch

Our responsibility ends when the parcel is handed to the carrier. Everything that happens after that point — transit time, tracking updates, customs clearance, carrier handling, and final delivery — is outside our direct control.

2. Products Not Eligible for Return or Refund

The following products cannot be returned, exchanged, or refunded under any circumstances, except where a confirmed production defect is proven (see Section 6):

Made-to-Order and Personalised Products

All products made to your specifications — including custom text, name, age, date, design, image, size, material choice, or any other personalisation — are made specifically for your order and cannot be restocked or resold. Once production has started, cancellation, return, exchange, or refund is not available. Under Article 16(c) of EU Directive 2011/83/EU, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised.

Edible and Perishable Products

Edible cake decorations (wafer paper, sugar sheets, chocotransfer prints) are food-grade products that can deteriorate, absorb moisture, and cannot be resold after production. The right of withdrawal does not apply to perishable goods or goods that are liable to deteriorate rapidly (Article 16(d) of EU Directive 2011/83/EU).

Digital Products

Digital downloads, printable files, and Canva templates are non-returnable once delivered or accessed. Under Article 16(m) of EU Directive 2011/83/EU, the right of withdrawal does not apply to digital content delivered online after you have given express consent to immediate delivery and acknowledged the loss of your right of withdrawal. If you experience a technical issue with a file (corrupted or wrong format), contact us — we will provide a corrected file.

Final Sale Collections

The following product collections are marked as Final Sale and are not eligible for return or refund under any circumstances other than a confirmed production defect (Section 6):

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

In practice, the large majority of our products fall under one or more of the categories above. If you are unsure before ordering, contact us.

3. Order Cancellation

You may cancel your order free of charge until production has started. Self-serve cancellation through your customer account is available for 1 hour from order confirmation; production on made-to-order and personalised products typically begins within that same 1-hour window, including weekends and public holidays.

If you need to cancel outside the self-serve window, contact us immediately at i@decorua.com with the subject line "Cancellation Request" and your order number — we will confirm whether cancellation is still possible, but cannot guarantee it once production has started.

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 and cannot be restocked or resold.

To request a cancellation, sign in to your Decorua customer account at https://shopify.com/69524685066/account or email us as described above.

4. Shipping, Transit, and Delivery

All delivery timelines shown on our website, at checkout, or in tracking are estimates only and are not guaranteed delivery dates. If you are ordering for a birthday, party, or other event, please order well in advance and allow extra time. We cannot guarantee delivery by a specific date.

After dispatch, the parcel passes through one or more carriers and, for international orders, through customs authorities. We are not liable for carrier delays, losses, damage during transit, tracking gaps, customs clearance delays, or any events occurring after the parcel has been handed to the carrier.

The following situations do not entitle the buyer to a refund, replacement, or compensation:

  • Carrier delay, regardless of reason (weather, strikes, high volume, transit issues)
  • Customs clearance delay or hold by destination country authorities
  • Tracking not updating for a period of time
  • Order arriving after a birthday, party, event, or other deadline
  • Package delivered to a pickup point and not collected within the collection window (resulting in return to sender)
  • Refusal to accept the parcel — refusing delivery does not entitle the buyer to a refund of shipping costs; additional reshipping charges may apply
  • Incorrect or incomplete delivery address provided by the buyer

If a package is confirmed lost by the carrier (not merely delayed), we will open a carrier claim on your behalf. The outcome of carrier claims depends on the carrier's investigation and is not guaranteed. We will communicate the outcome to you.

5. Customs, Import Duties, and Taxes

All customs duties, import taxes, VAT, tariffs, brokerage fees, and any other charges imposed by destination country authorities are the buyer's sole responsibility. These charges are set by the destination country's customs and tax authorities — we have no control over them and cannot predict their amount.

We declare all parcels accurately on customs and shipping documentation. We cannot mark orders as "gift", undervalue declared prices, or misrepresent parcel contents on customs forms. Requests to do so will not be fulfilled.

Customs processing may delay delivery. Customs delays are not a basis for cancellation or refund once the parcel has been dispatched.

If a parcel is seized, detained, or destroyed by customs authorities due to import restrictions in the destination country, we are not liable. Check import restrictions for edible products in your country before ordering.

6. Damaged or Defective Products

We review claims for products that arrive with a confirmed production defect (a defect caused by our manufacturing process, not by carrier handling, transit, or misuse after delivery).

How to Submit a Claim

To submit a damage or defect claim:

  1. Contact us within 7 days of delivery at i@decorua.com with the subject line "Damage Claim – Order #[your order number]"
  2. Include clear photos of all of the following (claims without photos will not be processed):
    • The item itself, showing the alleged defect or damage
    • The original packaging, both inside and outside
    • The shipping label
    • The sealed package before opening, if damage was visible on receipt
  3. Keep the original packaging and item until the case is resolved

Claims submitted without photographic evidence will not be processed. Claims submitted more than 7 days after confirmed delivery will not be accepted.

What Qualifies for a Claim

We will consider a replacement or refund only if:

  • The item has a production defect (printing error, wrong design, wrong personalisation text, manufacturing fault) caused by us
  • The wrong item was sent
  • The item arrived with visible damage that is consistent with inadequate packaging on our side (not normal carrier handling)

What Does Not Qualify

The following are not covered:

  • Transit damage caused by carrier mishandling (dents, crushing from carrier compression, punctures from external objects)
  • Damage caused after delivery (moisture, heat, refrigeration, sunlight, improper storage)
  • Edible products applied to a cake and not meeting subjective taste expectations
  • Minor colour variation between screen display and printed product (inherent to digital printing on edible substrates)
  • Buyer's dissatisfaction with a correctly produced personalised product where the specification was provided by the buyer and matched in production

Resolution

If a claim is approved after review, we will offer a replacement or a refund at our discretion. Approved refunds are credited to the original payment method within 14 days of claim approval. We do not offer automatic refunds — each case is reviewed individually.

7. EU Right of Withdrawal (Non-Personalised Physical Goods Only)

If you are a consumer in the European Union and your order contains a non-personalised physical product that does not fall under the Final Sale, made-to-order, perishable, or digital exceptions described in Section 2, you have the right to withdraw from the contract within 14 days of the delivery of the last item in your order, without giving a reason, in accordance with EU Directive 2011/83/EU. If the 14th day falls on a weekend or public holiday, the deadline is extended to the next business day.

How to request a return or cancellation: Sign in to your Decorua account at https://shopify.com/69524685066/account and submit a return or cancellation request. If you checked out using a phone number or SMS and do not have an account login, email us at i@decorua.com with your order number, the phone number used at checkout, and your withdrawal request, and we will process it manually.

Returned goods must be unused and in original condition. Return shipping is at the buyer's expense. We refund the standard outbound shipping cost you paid, for eligible EU withdrawal returns; any express, priority, or upgraded delivery surcharge is not refundable.

We may withhold the refund until we have received the returned goods, or until you have supplied proof of return shipment, whichever is earlier. Refunds are issued within 14 days of receiving the returned goods or valid proof of return shipment.

For full withdrawal procedure and a model withdrawal form, see our Right of Withdrawal page.

8. Payment Disputes and Chargebacks

If you have an issue with your order, please contact us first at i@decorua.com. We will do our best to resolve legitimate issues promptly.

Filing a payment dispute (chargeback) with your bank or payment provider instead of contacting us directly may result in suspension of your ability to place orders with us. We maintain records of all orders, communications, tracking, and dispatch evidence and will respond to any dispute with full documentation.

Chargebacks filed for orders that were produced and dispatched as described, for carrier delays, missed event dates, or for personalised made-to-order products where production was completed correctly, will be disputed with all available evidence.

9. Contact

For order questions, damage claims, cancellation requests, or EU withdrawal requests:

When contacting us about a specific order, please include your order number and the email address or phone number used at checkout. For damage or defect claims, include photos as described in Section 6. We will respond as soon as possible during business days.