Refund policy

We offer a 30-day return period, meaning you have 30 days from the date you have received your order to request a return.

To be eligible for a return, items must:

  • Be unused, unopened, and in the same condition as received
  • Be returned in their original packaging
  • Be accompanied by a valid receipt or proof of purchase

Due to batch consistency requirements, returns are subject to stock availability of the original batch supplied.
If the product forms part of the last remaining stock of a batch, we are unfortunately unable to accept the return.

All approved returns are subject to a 15% handling fee.

Returns and Product Variation

We do not accept returns on opened boxes or installed tiles where the reason for return relates to colour variation, shade difference, texture, finish, or appearance compared to website images. We recommend ordering a sample before placing a full order, as images may differ slightly from the actual product.

By placing an order, you acknowledge that slight variations in colour, tone, and finish may occur and that samples are recommended prior to purchase.

Return Requests

To request a return, please contact us at info@charmeddecor.co.za.

Returns must be approved before being sent back.
Items returned without prior approval will not be accepted.

Once your return request is approved, we will provide:

  • A return shipping label
  • Instructions on how and where to send your return

Please note:

  • The cost of return shipping will be deducted from your refund
  • Original delivery charges paid at checkout are non-refundable
  • Courier services are managed by third-party providers; any issues relating to delivery times, failed delivery attempts, or collection arrangements must be resolved directly with the courier

 

Damaged or Incorrect Items

Please inspect your order immediately upon receipt.
If your item is damaged, defective, or incorrect, you must notify us as soon as possible so that we can assess and resolve the issue.

 

Non-Returnable Items

We do not accept returns on:

  • Sale items
  • Gift cards
  • Items that form part of the final remaining stock of a batch

 

Order Amendments

If an order needs to be amended after payment has been made and shipment has been created, a 15% handling fee will apply.

 

Exchanges

If you wish to exchange an item, you will need to:

  1. Log a return for the original item by emailing info@charmeddecor.co.za
  2. Once the return is approved, place a new order for the replacement item

Exchanges are processed as separate transactions and are subject to the same return conditions outlined above.

 

Refunds

Once we have received and inspected your return, we will notify you of the approval status.

If approved:

  • Refunds will be processed to the original payment method
  • Please allow up to 10 business days for the refund to be completed
  • Processing times may vary depending on your bank or card provider

Credit:
Credits can only be held for a maximum of 2 days from the date of issue. If the credit is not used within this time, you will be required to provide your banking details so that we can process the refund accordingly.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at info@charmeddecor.co.za.