Replacement, Returns & Refunds Policy

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Replacement, Returns & Refunds Policy

We encourage customers to contact us prior to purchase if they are uncertain about product suitability, application, compatibility, or specifications.

1. Eligibility for Replacement or Resolution

Customers must notify Decibelus of any manufacturing defect or incorrect product delivery within 7 days of delivery.

Requests arising from change of mind, incorrect selection, subjective dissatisfaction, design preference, or perceived performance expectations are not eligible for return, replacement, or refund, except at the sole discretion of Decibelus, exercised reasonably and on a case-by-case basis.

Acoustic performance depends on factors including installation, environment, room conditions, placement, and usage. Claims shall not be accepted solely on the basis of perceived acoustic performance outcomes.

All claims are subject to verification and approval by Decibelus. In cases of confirmed manufacturing defects or incorrect delivery, Decibelus will primarily provide a replacement of the same product or a substantially equivalent product of comparable functionality and value. Refunds or other remedies may be provided only where replacement, repair, or other resolution is not feasible or appropriate, as determined by Decibelus.

2. Non-Returnable Products

For clarity, replacement, return, or refund requests relating solely to design approval, customer preference, aesthetic variation, or performance expectations will not be accepted.

3. Conditions for Claims

To be eligible for assessment and resolution:
The product must be unused and in substantially original condition, meaning it must not show signs of installation, mounting, alteration, misuse, damage, excessive handling, or wear beyond what is reasonably necessary for inspection
The product must be retained in original packaging or packaging providing equivalent protection;
The product must not be installed, mounted, altered, modified, or damaged, except to the extent reasonably necessary to identify a defect;
Proof of purchase (including invoice or order confirmation) must be provided.

Decibelus reserves the right to reject claims that do not satisfy the above conditions.

4. Claim Process

For damage, defect, or incorrect delivery claims, supporting visual evidence is mandatory.

Customers are strongly advised to retain unboxing and installation visuals, as these may be requested for verification purposes.

Reverse pickup timelines are indicative and may vary depending on location and logistics availability.

5. Replacements

In cases of confirmed manufacturing defects or incorrect delivery, Decibelus will primarily provide replacement of the same product or a substantially equivalent product of comparable functionality and value.

Replacement products may be subject to reasonable variations in color, texture, grain, finish, fabric batch, or other aesthetic characteristics arising from manufacturing processes or material availability.

Where the original product is unavailable or discontinued, Decibelus reserves the right to provide a substantially equivalent replacement product.

Reverse logistics and replacement shipping for approved claims relating to defective or incorrectly delivered products will be arranged by Decibelus at no additional cost to the customer.

6. Refunds

Refunds are not the default remedy and will be processed only where Decibelus determines that replacement, repair, or other resolution is not feasible or appropriate in the circumstances.

Approved refunds will be processed only after receipt and inspection of the returned product and will be credited to the original payment method within 5–7 business days.

Refund timelines are subject to processing by banks, payment gateways, and financial institutions and may vary accordingly.

No restocking fee shall apply in cases of confirmed manufacturing defects or incorrect delivery.

Processing of claims, replacements, or refunds may be delayed due to circumstances beyond Decibelus’ reasonable control, including logistics disruptions, natural events, governmental actions, force majeure events, or supply chain interruptions.

7. Cancellations

Orders may be cancelled only prior to dispatch.

Once dispatched, orders cannot be cancelled and shall be governed by this Policy.

For custom, made-to-order, or customized products, orders cannot be cancelled once production or processing has commenced.

8. Damaged or Missing Items

Claims relating to shipping damage, transit damage, packaging damage, or missing items must be reported within 48 hours of delivery by emailing Info@decibelus.in along with photographs and/or videos of the packaging and product.

Decibelus reserves the right to reject claims that are unsupported, unverifiable, inconsistent with the provided evidence, or reported beyond the prescribed timeline.

For the avoidance of doubt, manufacturing defects and incorrect product delivery remain subject to the notification timelines set out in Section 1 of this Policy.

9. Chargebacks and Payment Disputes

In the event of a payment dispute or chargeback:
Decibelus reserves the right to request supporting documentation and evidence;
Any refund, if applicable, shall be subject to verification in accordance with this Policy; and
Payment gateway timelines, banking procedures, and dispute resolution mechanisms shall apply.

We do not knowingly collect data from individuals under 18.

10. Contact

For any queries relating to replacements, returns, refunds, cancellations, or claims, please contact:

We treat acoustics as an essential part of architecture — not an accessory. Sound, structure, and design must work as one. Every project is engineered to perform in the real world, not just on paper.