1. Our 30-Day Return Guarantee
We offer a strict 30-day return policy on all eligible purchases. If 30 days have passed since your purchase was delivered, unfortunately, we cannot offer you a refund or exchange. We hold our products to the highest architectural standards, and we expect returns to be handled with the same care.
2. Conditions for Eligible Returns (Sealed Items)
Because our products are highly sought-after collectibles, to be eligible for a return, your item must be unused, sealed in its original cellophane wrapping, and in the exact same condition that you received it. Any deck with a broken seal, damaged tuck box, or missing elements will not be accepted for a refund.
3. Step-by-Step Return Process
To initiate a return, please email support@deckelio.com with your order number and the reason for the return. Our team will provide you with a Return Merchandise Authorization (RMA) number and the return shipping address in London. Please ensure the items are securely packaged to prevent damage in transit.
4. Responsibility for Return Shipping Costs
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your refund. We strongly recommend using a trackable shipping service or purchasing shipping insurance for high-value items like The Modulor Box Set.
5. Inspection and Refund Approval Timeline
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the condition of the seal and packaging. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.
6. Exchanges for Damaged Goods
We only replace items if they are defective or damaged upon arrival. If you receive a deck with a crushed corner, foil printing error, or other manufacturing defect, please email us immediately at support@deckelio.com with photographic evidence. We will arrange for a replacement of the same item, subject to availability.
7. Non-Refundable Items (Bespoke/Custom)
Certain types of items cannot be returned. Any bespoke, personalized, or custom-commissioned decks are exempt from being returned. Additionally, gift cards and downloadable digital certificates are non-returnable. Please ensure your selection is final before purchasing these specific items.
Need help with a return?
If you need to initiate a return or have questions about eligibility, contact us at support@deckelio.com.