Refund policy

Refund Policy
At Exotica Décor, each item is crafted or prepared specifically to order, ensuring exceptional quality and personalized attention. Because all products are made-to-order, we do not accept returns or offer refunds for reasons such as change of mind, preference, or incorrect ordering. Returns are only accepted in cases where the product arrives damaged, defective, or not as described.

Eligibility for Return or Replacement
A return or replacement request will be accepted only if the product is delivered in damaged condition or has a manufacturing defect. Customers must provide clear photo and video evidence of the damage at the time of unboxing. Without valid proof, the return request cannot be processed. Items must be reported as damaged within 48 hours of delivery.

Return Process for Damaged Items
To initiate a return due to damage, customers must contact our support team with their order number and attach photos and videos clearly showing the issue. Once verified and approved, we will arrange a replacement or issue a refund if a replacement is not possible. The damaged item must be kept in its original packaging until further instructions are provided by our team.

Non-Returnable Items
Since all products are made-to-order, any item without verified damage or defect is strictly non-returnable and non-refundable. Items damaged due to improper handling, usage errors, or modifications made by the customer after delivery will not qualify for a return.

Refund Processing
Refunds for approved damage claims will be processed only after verification of the submitted evidence. The refund will be issued to the original payment method, and processing time may vary depending on your bank or payment provider. Shipping fees and COD charges are non-refundable unless the damage occurred due to our error.

Customer Responsibility
Customers are responsible for carefully unboxing and inspecting the product upon delivery. Any claim for damage must include a complete unboxing video showing the package condition and product reveal. Incomplete or unclear evidence may result in claim rejection.

Contact Information
For damage claims or refund-related inquiries, customers may contact our support team through email or phone. We are committed to resolving issues promptly and ensuring customer satisfaction within our make-to-order production framework.