SHIPPING, WARRANTIES, EXCHANGES & RETURNS POLICY
At Decora y Transforma / Grupo de la Torre S.A.S., we are committed to delivering high-quality products and services. The following policy outlines our terms for shipping, warranties, exchanges, and returns for customers in the United States.
SHIPPING & DELIVERY TIMES
SHIPPING SCHEDULING
Orders are processed and scheduled for shipment within 1–3 business days after full payment has been received.
INSTALLATION SCHEDULING
Installations are scheduled within 8–10 business days after shipment scheduling, subject to availability and confirmation of full payment.
IMPORTED FURNITURE DELIVERY
Delivery occurs within 1–5 business days after shipment scheduling, subject to product availability.
CUSTOM-MADE FURNITURE DELIVERY
Production and delivery take 15–20 business days after full payment has been received.
SCOPE
This policy applies to all customers purchasing products sold by Decora y Transforma in the United States who request an exchange, warranty service, or store credit.
PRODUCTS ELIGIBLE FOR EXCHANGE
Wall coverings (wallpaper and WPC panels)
Imported furniture
Custom-made furniture
WARRANTY EXCLUSIONS
The warranty will not apply if, after inspection, the issue is determined to be caused by:
Damage due to force majeure, accidents, or unforeseen events during handling or relocation
Improper installation or handling by third parties
Misuse or improper care of the product
Failure to follow installation, use, or maintenance instructions provided at the time of purchase or in product documentation
IMPORTANT NOTICE
ALL SALES ARE FINAL. NO CASH OR CARD REFUNDS ARE PROVIDED UNDER ANY CIRCUMSTANCES.
Approved returns or exchanges will be processed as store credit only.
EXCHANGE TERMS & CONDITIONS
IN-STORE PURCHASES
Exchanges are accepted within 5 business days from the purchase date, with the original receipt.
ONLINE PURCHASES
Exchanges are accepted within 14 calendar days from the delivery date, with proof of purchase.
CONDITIONS FOR EXCHANGES
Products must be unused, uninstalled, unassembled, and in original packaging, including manuals, catalogs, and all components.
Exchanges are issued as store credit equal to the actual amount paid.
Shipping and handling costs for exchanges are the responsibility of the customer.
After the legal warranty period expires, any inspection, repair, or replacement costs will be covered by the customer.
EXCHANGE ELIGIBILITY SCENARIOS
DEFECTIVE OR DAMAGED PRODUCTS
If a product has a manufacturing defect or arrives damaged due to shipping, the customer may request an exchange for the same product or another product of equal value.
No refunds will be issued.
ORDER ERRORS
If the product received does not match the order placed, the customer may request an exchange for the correct item.
UNWANTED PRODUCTS
If the customer is not satisfied with the purchased product, an exchange for a product of equal value may be requested, subject to approval and compliance with policy conditions.
EXCHANGE PROCESS
The customer must contact our Customer Service team via phone, email, or in person, providing order details and the reason for the exchange.
Our team will review the request and provide instructions for the exchange process.
The product must be returned to our physical location or shipped using a certified shipping carrier.
Once the product is received and inspected, the exchange or store credit will be issued accordingly.
NON-EXCHANGEABLE ITEMS
Exchanges will not be accepted for:
Used, installed, or damaged products
Products without original packaging
Altered or modified items
Custom-made or made-to-order products