Returns & Exchanges

 

We want you to love your Deya piece. If something isn’t right, you can request a return.

Return Window

Return requests must be made within 14 days of delivery. Any request submitted after this period will not be accepted.

Return Eligibility

To be eligible for a return:

• Items must be unused and in resaleable condition
• Returned in original packaging with all accessories/components
• Return request must be made within 14 days of delivery
• Items must be securely packaged for return shipment
• Items must not show signs of installation, assembly, wear, or modification

Returns sent without prior Return Authorisation (RA) may be refused.

We reserve the right to reject any return that is used, incomplete, damaged, or not in resaleable condition. If repackaging, cleaning, or refurbishment is required before resale, a restocking fee of up to 20% may apply.

Customised and made-to-order items

Any customised or made-to-order piece is final sale and cannot be returned or refunded unless it arrives faulty, damaged, or incorrect due to our error.

This includes, but is not limited to:

• Custom finish (stain/paint/colour)
• Custom material (wood type, glass colour, upholstery fabric, etc.)
• Custom dimensions or structural changes
• Personalization (e.g., engraving, initials, special text)
• Any bespoke or made-to-order specification confirmed by email/WhatsApp/invoice notes

Change-of-Mind Returns

If a customer wishes to return an item due to a change of mind, a return request must be made within 14 days of delivery.

Change-of-mind returns are accepted only for eligible items that are unused, uninstalled, in resaleable condition, and returned in their original packaging.

For approved change-of-mind returns:

• the original shipping charges are non-refundable
• the customer is responsible for all return shipping or collection costs
• any customs duties, import taxes, brokerage fees, carrier charges, or other return-related costs are the responsibility of the customer
• where repackaging, cleaning, refurbishment, or handling is required before resale, a restocking fee of up to 20% may apply

For furniture, oversized items, and international orders, change-of-mind returns are accepted only with prior written approval from Deya.

How to start a return

To request a return, email info@deyaworld.com with your:

• order number
• item(s) you would like to return
• reason for return (optional)

If your request is approved, we will provide a Return Authorisation (RA) along with return instructions. Once the item has been shipped, the customer must also share the return tracking number by email.

Return shipping

Unless otherwise required by law or agreed in writing, return shipping costs are the responsibility of the customer.

Returned items must be packaged securely to avoid damage in transit. We strongly recommend using a trackable and insured shipping service. Deya is not responsible for items lost, delayed, or damaged during return transit arranged by the customer.

Refunds

Once the returned item has been received, it will be inspected and we will notify you by email whether the return has been approved or rejected.

If approved, the refund will be issued to the original payment method. Refunds apply only to the amount paid for the item at checkout, including any discounts applied at the time of purchase.

Original shipping charges and any expedited shipping upgrades are non-refundable for change-of-mind returns.

Approved refunds are typically processed within 14 business days after inspection and approval, although your bank or payment provider may require additional time to complete the transaction.

Rejected Returns
We may reject returns if:

• The return request is outside the return window
• The item is used, damaged, incomplete, or not resaleable
• The return is sent without Return Authorisation (RA)
• Packaging/accessories are missing

If a return is rejected, we’ll notify you by email and provide next steps.

Delivery Inspection and Damage Claims

Please inspect your order immediately upon delivery.

If the packaging or the item appears visibly damaged, do not accept the delivery and request a damage report from the carrier.

Any damage, defect, missing part, or incorrect item must be reported to Deya within 48 hours of delivery, together with clear photographic evidence. Claims submitted after this period may not be eligible for resolution.

Where a delivery is accepted without notation of visible damage, the shipment may be deemed to have arrived in acceptable condition unless proven otherwise.

International orders

The purchaser is also responsible for:

• Completing any customs documentation required by their country

• Providing requested information to customs authorities in a timely manner

Failure to complete required customs procedures may result in shipment delays, storage fees, or the return of the shipment to the origin country.

If a shipment is returned to the country of origin due to customs issues, refusal of delivery, or failure to provide required documentation:

The purchaser is responsible for any additional shipping costs required to reship the order.

If the purchaser chooses to cancel the order after the shipment has been returned:

• Shipping costs are non-refundable
• Refunds will be processed within 14 days after the returned item is received

• Only 50% of the product value will be refunded

If Product Is Not Paid

If the product price is not paid, or if the payment is cancelled or reversed by the bank or payment provider for any reason, Deya is relieved of its obligation to deliver the product.

Unauthorised Use of Credit Card

If, after the product has been delivered, it is determined that the payment was made using a credit card or payment method that was unlawfully or unauthorisedly used by a third party, and the relevant bank or payment institution does not transfer the product price to Deya, the customer shall be responsible for returning the product.

In such cases, the return shipping cost shall be borne by the customer unless otherwise required by law.

Force Majeure

Deya shall not be held liable for failure to perform its obligations where such failure results from events beyond its reasonable control, including but not limited to:

• natural disasters
• fire
• flood
• war
• riots
• strikes
• transportation interruptions
• supply chain disruptions
• power outages
• governmental actions
• customs delays
• other unforeseen force majeure events

In such circumstances, delivery periods may be extended for the duration of the disruption.