Return policy

DECO Group is a B2B wholesaler supplying only to trade professionals and businesses. Our returns policy is designed to be fair and efficient, while recognising the specific requirements of business customers and the nature of our supply chain.

How to Start a Return

To request a return, please contact our customer service team with your order number, details of the item(s) you wish to return, and the reason for return. We will provide return instructions and issue you with a unique returns authorisation number, which must be included with your returned goods.

Damaged or Faulty Goods

  • All deliveries must be checked on arrival for visible damage. If your order is damaged in transit, refuse the delivery or ensure the courier notes the damage before you sign.
  • Any damage or shortage must be reported to us promptly—by 5pm on the next working day for panels, inverters, or items over £100, or by 5pm on the third working day for all other items. Claims made after these periods may not be accepted.
  • For faulty items under warranty, contact us before returning. We may request photographic evidence, serial numbers, or other information to process your claim efficiently.
  • In some cases, we may refer you directly to the manufacturer, in accordance with their warranty procedures.
  • Once authorised, we will provide you with a returns number. Please print and enclose this with your item(s) inside the parcel.
  • Upon receipt, all returned goods will be inspected and tested as appropriate. If a replacement is required, this will be arranged once the fault is confirmed. Refunds will be processed once faulty goods are received and verified.
  • If no fault is found, we reserve the right to recover our reasonable costs for collection, inspection, or return shipping.
  • We are not liable for any labour or installation costs incurred during fitment or removal of goods, whether faulty or not.

Returns for Unwanted or Non-Faulty Goods

  • Returns of unwanted or incorrectly ordered goods will only be accepted at our discretion and must be requested within 14 days of receipt.
  • Goods must be returned unused, uninstalled, and in their original, undamaged, and re-saleable packaging.
  • Returns are subject to a handling and restocking fee, which will be confirmed at the time of authorisation and may reflect charges from our suppliers or manufacturers.
  • Special order, Made-To-Order, or bespoke items are non-cancellable and non-returnable unless confirmed as damaged or faulty upon delivery.
  • Return carriage costs for unwanted or non-faulty items are the responsibility of the customer. We are not responsible for items lost or damaged in transit—please retain proof of posting and suitable insurance.
  • If returned goods have been opened, DECO Group may, at its sole discretion, refund up to a maximum of 75% of the original purchase price, subject to inspection. If goods are found to have been used, a maximum refund of 50% may apply.
  • The original shipping charges and return shipping charges are non-refundable for unwanted or non-faulty items.
  • Your refund (less any applicable deductions) will be processed within 14 days of receipt and inspection of returned goods.

Return Instructions

  1. Contact info@decogroup.co.uk or call 0333 5777 488 to request a return authorisation.
  2. Await confirmation and a returns number before sending goods.
  3. Package your item(s) securely in the original packaging, with the returns documentation enclosed.
  4. Arrange return carriage to the address provided. Retain proof of postage and insurance.

Special Exemptions

  • Made-To-Order & Special Order Items: These cannot be cancelled or returned unless proven faulty or damaged upon delivery.
  • Multiple Shipments: Orders may be shipped in more than one consignment. Please ensure all parts are checked and notify us of discrepancies in accordance with the above timescales.

Additional Notes

  • All returns and refunds are subject to our Terms and Conditions.
  • For any queries, please contact our customer service team at info@decogroup.co.uk or call 0333 5777 488.
  • This policy does not affect your statutory rights as a business customer.