Policies
Return, Exchange & Refund Policy
This policy explains when you can cancel your order and receive a full refund, at what point your order becomes final and non-returnable, and how we handle products that arrive damaged or that do not match what was agreed. It applies to all "Ready Designs" sold at a fixed price within a stated wall-dimension range.
Last updated:
The policy at a glance
Full details are in the sections below, and they govern in case of any discrepancy.
Before final approval
You may cancel your order at any time, for any reason, with no fees and a 100% refund of everything you paid.
After final approval
Manufacturing to your wall dimensions begins. No returns, exchanges or cancellations are accepted from that point.
Change requests
Some changes may still be accepted after approval. Each case is reviewed individually and may involve additional charges.
Damaged or not as agreed
If your product arrives damaged or does not match the approved specification, we repair, replace or refund it at our own cost.
Why our products are made to order
Every "Ready Design" we list is sold at a fixed price within a stated wall-dimension range shown on the product page. When you buy a design we do not ship a finished item from stock — we manufacture the units and decorative works specifically for your actual wall dimensions, your electrical and lighting openings, and the materials and colours you approve with us.
Because of this, a manufactured order cannot be resold or returned to stock, exactly as with any product built to a customer's own specification. That is the reason this policy separates your order into two stages: before final approval (free cancellation, full refund) and after final approval (no returns, no exchanges).
Goods manufactured to a customer's specification are exempt from the 7-day right of withdrawal set out in the Saudi E-Commerce Law and its implementing regulations. This does not affect your statutory rights regarding defective goods or goods that do not match the agreed specification — those rights are fully preserved and are described below.
Your order, step by step
The turning point in this policy is step 4: your final approval.
- 1
Order placed and paid
You choose a Ready Design at its fixed price and complete the purchase. At this point no manufacturing has started.
Cancellation available — full refund - 2
We contact you
Our team reaches out within one business day to review your order details, confirm your wall dimensions, materials, colours and a provisional installation date.
Cancellation available — full refund - 3
Site visit, where needed
In some cases we visit the site to take exact measurements and confirm the space is ready before manufacturing. The visit is part of the service and does not remove your right to cancel.
Cancellation available — full refund - Point of no return4
Your final approval
We send you the final specification (dimensions, materials, colours, final price and any agreed changes) and you approve it in writing by email or WhatsApp. This is the point at which your order becomes final.
No returns or exchanges - 5
Manufacturing and installation
We manufacture your order to the approved specification, then deliver and install it on the agreed date. Returns and exchanges are not accepted at this stage.
No returns or exchanges
Cancellation and full refund before final approval
At any time before you send your final approval (step 4) you may cancel your order for any reason at all — including simply changing your mind about the design, the dimensions or the timing.
- There is no cancellation fee, no restocking fee, and no deduction for the calls we made or the site visit we carried out.
- 100% of what you paid is refunded, including any delivery or installation fees paid in advance.
- Refunds are issued to the original payment method, in the original payment currency.
- To cancel, contact us by email or WhatsApp quoting your order number. We confirm every cancellation request in writing.
How long refunds take
| Cancellation confirmed | Within 1 business day of your request |
|---|---|
| Refund issued by us | Within 7 business days of the confirmation |
| Funds visible in your account | A further 5–14 business days, depending on your bank or payment provider |
If your wall falls outside the listed dimension range
Each design is listed at a fixed price tied to a specific wall-dimension range. If, during our call or the site visit, your wall turns out to be outside that range, we will not start manufacturing. Instead we will offer you one of the following, before any final approval:
- 1A revised quotation covering your actual wall size, which you are completely free to accept or decline.
- 2Full cancellation of the order with a 100% refund of everything you paid.
We will never charge you any additional amount without your prior written agreement.
After final approval: no returns, no exchanges
Once you send your final approval, we enter production against your wall dimensions and your chosen specification. Therefore:
- The order cannot be cancelled or refunded because of a change of mind or because you no longer want the product.
- The product cannot be exchanged for a different design, material or colour.
- The product cannot be returned after delivery or installation for reasons of personal taste.
The only exception is a product that is damaged, defective, or does not match the approved specification — fully covered in the next section.
We make sure your final approval is an informed one: we will never ask for it before you have received the final specification in writing and had the chance to review it and ask questions.
Change requests after final approval
We understand that circumstances can change after approval. We cannot guarantee that a change will be accepted, but we review every request individually and in good faith.
- Whether a change can be accepted depends on how far your order has progressed in production and on the nature of the change.
- A change may involve additional charges covering materials, labour hours or re-manufacturing.
- We tell you the additional cost and any added lead time in writing before carrying out any change, and we only proceed once you agree.
- If you decline the additional cost, your order simply continues to the originally approved specification at no extra charge.
- A change request is not a cancellation; it does not create a right to a refund of the order.
Damaged, defective or non-conforming products
Your rights here are fully preserved and are not affected by the "no returns" rule above. If your product arrives damaged, develops a manufacturing defect, or does not match the specification you approved:
- 1Notify us within 7 days of delivery or installation, with clear photos, a description of the problem and your order number.
- 2We review the report and respond within 2 business days, and may arrange a site visit to inspect it.
- 3We repair, replace the affected part, or re-manufacture it — whichever suits the case.
- 4If repair or replacement is not possible, we refund the value of the affected part or the full order, depending on the extent of the fault.
We bear all costs in these cases: removal, transport and re-installation. You are never asked to arrange shipping yourself, and you are never charged a return fee.
What is not treated as a defect
- Minor variations in colour tone or in the grain of natural wood or marble — these are the nature of the material, not a defect.
- Manufacturing variances that fall within the tolerances stated in the approved specification.
- Damage caused by misuse, neglect, accidents, moisture, alteration, or dismantling by a third party after handover.
- Normal wear and tear over time.
How refunds are processed
| Refund method | To the original payment method only (the card or bank account used for the purchase). We do not substitute store credit for a cash refund without your agreement. |
|---|---|
| Currency | The same currency as the original payment (Saudi Riyal). |
| Refund fees | We deduct no administrative fee and no restocking fee from your refund. |
| Our processing time | Up to 7 business days from the cancellation confirmation or the approval of your report. |
| Time to appear in your account | A further 5–14 business days, depending on your bank or payment provider. |
| Proof | We send you written confirmation of the refunded amount and the date it was issued. |
Return and shipping costs
- There is no ship-it-back return: our products are made to order and installed at your site, and we never ask you to pack up a product and send it to us.
- For defects, damage or non-conformity, we handle removal, transport and re-installation entirely at our own cost.
- If you cancel before final approval, no return costs arise at all because manufacturing and delivery have not started.
Your statutory rights
Nothing in this policy reduces any right granted to you by the Saudi E-Commerce Law or by the consumer protection regulations in force in the Kingdom of Saudi Arabia.
The 7-day right of withdrawal does not apply to goods manufactured to the consumer's own specification — the exemption our made-to-measure products fall under. Your right to receive a conforming, sound and defect-free product is fully preserved and is not waived by anything in this policy.
If a dispute arises, we always aim to reach an amicable resolution first. If that is not possible, you may refer the matter to the competent authorities in the Kingdom of Saudi Arabia.
How to reach us
To cancel an order, request a change, or report a problem with a product, contact us through any of the channels below and quote your order number. We normally reply within one business day.
- Emailinfo@decorist.ai
- WhatsApp+966 59 693 5381
- Phone+966 59 693 5381
Business hours: Sunday – Thursday, 9:00 – 18:00 (Saudi Arabia time)
Message us on WhatsAppFrequently asked questions
Can I cancel my order right after paying?+
Yes. As long as you have not sent your final approval, you can cancel for any reason and receive a 100% refund with no fees.
What exactly counts as "final approval"?+
It is your written agreement, by email or WhatsApp, to the final specification of your order: dimensions, materials, colours, final price and any agreed changes. Once you send it, manufacturing begins and returns and exchanges are no longer accepted.
I changed my mind after manufacturing started. What can I do?+
The order cannot be cancelled or refunded at that stage, because the product is being built specifically for your wall dimensions. You can still contact us to see whether a change is possible; if it is, we will tell you any additional cost before doing the work.
My product arrived damaged — do I pay the return costs?+
No. For damage, defects or anything that does not match the approved specification, we cover all removal, transport and re-installation costs and repair, replace or refund it at no charge to you.
How long does a refund take?+
We issue the refund within 7 business days of confirming the cancellation. It then takes a further 5–14 business days to appear in your account, depending on your bank or payment provider.
What if my wall is outside the dimension range shown on the product page?+
We will not start manufacturing. We will offer you a revised price for your actual size, which you are free to accept or decline, or you can cancel the order for a full refund.
Changes to this policy
We may update this policy from time to time. The version that applies to your order is always the one in force on the date you placed it, and the last update date is shown at the top of this page.
Browse the Ready Designs
Every design is listed with its fixed price and the wall-dimension range it fits.