Refund policy

Returns & Refunds (UK)

Return window

You may return most items within 30 days of the day your order is delivered. Your statutory rights under UK consumer law are not affected by anything in this policy.

Before you order: bulky goods and samples

Coving, cornice and panelling products are bulky, travel in specialist packaging and cost more than average to ship. Before placing a large order, we strongly recommend buying a sample first so you can confirm the profile, finish and suitability at minimal cost.

Who pays the return postage?

If the fault is ours — the item arrives damaged, defective, or is not what you ordered — we cover the cost of the return. Contact us first so we can arrange the correct label and instructions.

If you change your mind — you no longer want the item, ordered in error, or the size or specification (all listed on the product page) is not what you expected — the return postage is payable by you. Where a pre-paid label is provided for a change-of-mind return, its cost will be deducted from your refund.

2-metre parcels

Full-length boards and coving ship as 2-metre parcels, which most standard carriers do not handle. For any 2-metre return we will supply the return label ourselves and the return travels with our specialist carrier (DX): we can book a collection from your address, or you can drop the parcel at a DX depot.

For change-of-mind returns of 2-metre parcels, the DX return cost is deducted from the refund. Please do not attempt to send a 2-metre parcel through a carrier that does not accept that length — if such a shipment is refused or disposed of in transit, the loss is the customer's responsibility.

Samples

Samples exist for testing and inspection only — they are not supplied for full use or installation. For that reason Custom-made and made-to-order items (including custom lengths and custom profiles ordered through our Custom Orders service) are produced specifically for you and cannot be returned for change of mind; they are of course covered if they arrive damaged, defective or not as described. samples are non-returnable and non-refundable, unless they arrive damaged or defective. Your statutory rights are unaffected.

How to start a return or report a problem

  1. Contact us through the contact page on this website, quoting your order number.
  2. For a wrong or damaged item, attach clear photos and a short description of the issue. We reply within 24 hours with the correct label or instructions.
  3. Once your return is authorised, any pre-paid label we owe you is normally issued within 48 hours.

Condition of returned items and refunds

Returned items must be unused, undamaged and in resaleable condition, complete with their original packaging and any accessories. Refunds go back to your original payment method within 2–5 business days of the return arriving and passing inspection. If an item comes back used, or incomplete beyond what was needed to inspect it, we may make a reasonable deduction for the loss in value.

Return address

DECOVISION LTD
Unit 1 Central Business Park, Neptune Close
Rochester, Kent
ME2 4LW, United Kingdom

Not sure which return route applies to you? Send us a quick message through the contact page and we will point you the right way.