(1) The customer initiates a return by contacting Decovo Customer Support.
(2) Decovo confirms with the customer the reason for the return.
(3) Decovo generates a pre-paid USPS return shipping label for the customer to send the item back to the Retail Partner directly.
(4) You receive the returned item to the return shipping address indicated during account creation.
For returns of items where the customer changed their mind: If the return is due to the customer changing their mind, the customer is responsible for covering the cost of return shipping.
For returns of faulty, damaged, or defective items, or items not as described: The cost of return shipping will be debited from your account if Decovo deems that your error or your agent’s error was the reason for the return and/or refund (e.g., you shipped the incorrect item(s) or the item(s) arrived faulty, damaged or defective), or if the return is due to the item(s) not being as described.
In the event that a product is damaged in transit, the customer will need to provide proof of damage prior to Decovo contacting you to arrange for a refund or replacement. Customers are asked to keep all packaging and item(s) in the condition they arrived and notify Decovo Customer Support within 48 hours of delivery.