Return & Refund Policy

Effective date: 1 September 2026

This policy covers every order placed through QuaLux Decor. It explains how long you have to change your mind, what condition items need to come back in, and how quickly you get your money.

Your 30-day return window

You have 30 days from the day your order is delivered to return an item without giving a reason. That's our own policy and it's deliberately more generous than we're required to be.

Your statutory rights as an EU or EEA consumer. Because we're established in the Netherlands, EU consumer law gives you a right of withdrawal of at least 14 days from delivery. Our 30-day window sits on top of that right and does not replace or reduce it. Nothing in this policy affects your statutory rights, including your rights where goods are faulty or not as described.

How to start a return

Tell us. Email info@qualuxdecor.com with your order number and which item you're returning. A reason helps us improve, but you don't have to give one.
Wait for authorisation. We'll reply with return instructions, the return address, and a prepaid label where one applies.
Send it back within 7 days of receiving that authorisation.

Please don't send anything back before you've heard from us — unannounced returns can't be matched to an order and may go unprocessed.

Packing your return

Use the original packaging where you still have it, with any labels and tags still attached.
Include the return authorisation reference we gave you.
Attach the return label to the outside of the parcel.

Who pays for return postage

Situation	Return postage
Item is faulty, damaged in transit, or not what you ordered	We pay
You changed your mind, ordered the wrong item, or it doesn't suit	You pay

We never charge a restocking fee, in any country we ship to.

Specific situations

Damaged on arrival

Send us photos of the damage, including the packaging, within 48 hours of delivery. We'll arrange a replacement at no cost to you.

Faulty item

Contact us as soon as you notice the fault. We'll replace it free of charge. If a replacement isn't possible, you'll get a full refund.

Wrong item received

Let us know and we'll send the correct item and cover the cost of returning the wrong one.

Order never arrived

Check Track My Order first. If tracking shows nothing useful, tell us and we'll open an investigation with the carrier. If the parcel can't be traced, you choose between a replacement and a full refund.

Cancelling an order

You can cancel within one hour of placing your order. After that we may already have begun processing, and once a tracking number exists we can't stop or alter the shipment — you'd need to return it once it arrives. We'll email you if anything delays your order.

Items we can't accept back

Custom-made or personalised items
Hygiene-sensitive items, unless still sealed and unused

These exclusions don't apply where an item is faulty or not as described.

Refunds

We inspect returns on arrival and process the refund within 14 days of receiving the item back, or sooner where we can.
Refunds go to the original payment method. We can't refund to a different card or account.
You'll get an email confirming the refund has been issued. Your bank may then take a further few working days to show it.
To be refunded in full, an item needs to come back unused, undamaged and complete. If its condition has been reduced by handling beyond what's needed to check it, we may reduce the refund accordingly.