Refund policy

How to process an issue or a return?

If you have received a damaged product, parts of your order are missing, or you are simply not convinced and want to return an order/product, you have 14 calendar days from the delivery of your order to make a return or report an issue. Except for mattresses, where this period is extended to 100 days, and for customized products, for which a return will not be accepted since they are specially made.

Please, follow these steps
Write to us at info@dekkon.com requesting the return of the product and send the item to: Carrer dels Pirineus 35, Celra, GI, 17460, Spain. Note that the item must be exactly in the same condition you received it, within its original packaging and with its internal protections.

Product Pick-ups
We currently do not offer product pick-ups. Product Warranty: Please note that our products come with a 2-year warranty (the period starts once the product is delivered). The procedure to report any product issue under warranty is the same as above.

Are returns free?
No, in the case of a return due to withdrawal, only the cost of the product will be refunded. The original shipping cost will not be reimbursed, and the customer will be responsible for arranging and covering the return shipping to the warehouse, ensuring that the product is in the same condition as when it was originally received.

How can I cancel my order?

We can only cancel your order if it has not yet been shipped. In that case, contact us by email at info@dekkon.com. If it has already been shipped and you want to cancel it, you will have to wait to receive it and process the return. Note that, for customized products, cancellations or returns are not accepted, as they are specially made.

When will I receive the refund after canceling or returning a product?

Once we receive the product in our warehouse and confirm that everything is in order, we will proceed to issue the refund using the same payment method you used for the initial purchase. The refund process can take between 3 and 15 business days. Please note that this period may vary depending on the payment method or the specific policies of your bank. If, after 15 days, you have not received the refund, do not hesitate to contact us by writing to info@dekkon.com. It is important to note that, in case of a return due to withdrawal, we will refund you the full amount of the returned products. However, be aware that the shipping costs associated with the initial order will not be refunded.

Can I modify my order before receiving it?

Once the order is confirmed, certain modifications may no longer be possible. However, contact us by writing to info@dekkon.com, and we will help you find a solution.

Can I return an item bought online in store or warehouse?

At this moment, this option is not available. If you have bought an item online, you can opt to process its return.

Can customized products be returned?

Customized products are specifically made to order, and the following message is displayed at the time of purchase:

"The order will be customized, and the products sent from our factory."

As these are customized products, returns due to withdrawal will not be accepted.

The rest of the product warranties will not be affected.

According to the Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws, it is informed to the Customer that the right of withdrawal will not be applicable to customized purchase orders. Therefore, those products that are specifically manufactured upon the Customer's request, adapted to their needs, personal preferences, or in any way customized according to the specifications provided by them, are excluded from the right of withdrawal. This implies that once the order has been confirmed and the manufacturing process of such customized product has begun, the Customer cannot cancel the order nor request the return of the amount paid for reasons other than manufacturing defects or errors on the part of the company. In the event of receiving a customized product with manufacturing defects or not in accordance with the specifications agreed upon in the order, the Customer must contact DEKKON by email, within 14 days after receiving the product, to manage the corresponding claim and/or replacement of the product, in accordance with the specific conditions established in our warranty policy. DEKKON commits to ensuring the maximum satisfaction of the Customer in the acquisition of customized products, guaranteeing the quality and adherence to the specifications requested in each order.

What happens if I return a product that is not from DEKKON by mistake?

At DEKKON, we want to ensure a hassle-free shopping and return experience for our customers. However, it is important to highlight that we cannot be responsible for products that do not belong to our brand and that have been returned by mistake. We recommend you carefully review your products and the delivery note from the carrier before proceeding with the return.