Replacement requests must be raised within 48 hours.
FORMÉ DECOR provides replacement support for verified damaged, defective, incorrect or incomplete products. A clear, continuous and unedited package-opening video is mandatory.
Record before breaking the package seal.
Show the shipping label, sealed package, full opening process, packaging, accessories and product condition in one unedited video.
48-Hour Request Window
Replacement requests must be submitted within 48 hours of delivery.
Opening Video Mandatory
A clear, continuous and unedited package-opening video is required for every claim.
Replacement Only
Approved claims are resolved through replacement. Returns for preference changes are not accepted.
Verification Required
Order details, video proof and product condition are checked before approval.
48-Hour Replacement Window
You must contact FORMÉ DECOR within 48 hours from the recorded delivery time. Requests received after this period are not eligible.
Keep the product, accessories, labels, manuals and all internal and external packaging safely until the claim is completed.
Mandatory Package-Opening Video
Start recording before opening the sealed shipping package. The complete shipping label, all sides of the sealed package, opening process, internal packaging, accessories and product condition must be clearly visible.
The video must be continuous and unedited, without cuts, pauses, transitions, missing portions or interruptions. Photos are not accepted. Only the original continuous first-opening video is accepted.
A replacement claim without a valid opening video will not be accepted.
Eligible Replacement Reasons
Replacement may be approved when the delivered item is damaged in transit, defective on arrival, materially different from the ordered product, or has a verified missing part or accessory.
The issue must be clearly visible in the mandatory opening video and must not result from installation, electrical connection, misuse, mishandling or customer-side damage.
Not Eligible
Change of mind, colour or style preference, minor appearance differences caused by photography or screen settings, used or installed products, custom or made-to-order products, and customer-damaged products are not eligible.
Claims submitted after 48 hours, without complete original packaging, or without a continuous opening video are not eligible.
How to Request a Replacement
Contact support within 48 hours and provide the order number, registered contact details, issue description and original continuous opening video.
Our team will verify the continuous first-opening video. Additional photos are not accepted as replacement evidence.
After the admin accepts or cancels the request, the uploaded opening video is permanently deleted from local media storage and its URL and metadata are removed from the order record.
An accepted replacement follows a separate replacement timeline: Accepted, Packed, Shipped and Delivered. Dispatch remains subject to stock availability.
Replacement Resolution
The same model will be provided where available. When the same item is unavailable, FORMÉ DECOR may offer an equivalent product or store-credit resolution after discussing it with the customer.
This policy does not provide a general return or cash-refund option. Statutory rights that cannot legally be excluded remain unaffected.
Keep all packaging
Do not install, modify or discard the product or packaging while a replacement claim is under review.
Have a question about your order replacement?
Open My Orders after delivery and submit the affected product, reason, issue description and one continuous first-opening video within 48 hours.