Exchange Policy

At Alay Decor, we take care to present our products accurately and package them thoughtfully. If an eligible product does not meet your expectations or arrives with an issue, this policy explains how to request an exchange.

2.1 Exchange Eligibility

Exchange requests may be accepted for eligible products, subject to the product-specific conditions displayed on the relevant product page.

Unless a different period is expressly stated on the product page, customers must raise an exchange request within 7 calendar days of delivery.

Eligible reasons may include:

• The product arrived damaged or defective.
• The wrong product, size, colour or variant was delivered.
• The product received materially differs from the order placed.

Approval depends on the nature of the issue, product condition, availability and applicable consumer rights.

2.2 Products Not Eligible for Change-of-Mind Exchanges

Unless otherwise stated on the product page, change-of-mind exchanges may not be available for:

• Customised, personalised or made-to-order products.
• Products clearly marked as non-exchangeable or final sale before purchase.
• Products that have been used, installed, altered or damaged after delivery.
• Products returned without their original components, accessories or packaging where these are necessary to assess or safely transport the item.
• Products that cannot be hygienically or safely resold, where applicable.

These exclusions do not remove remedies available under applicable law for products that are defective, damaged, incorrectly supplied or otherwise legally eligible for a remedy.

2.3 Condition of Products

For a change-of-mind exchange, the product should be unused, uninstalled and in its original condition, with all supplied accessories and components.

Please retain the original packaging until you are satisfied with your purchase, especially for fragile decor, ceramics, mirrors and furniture.

For damaged or incorrect deliveries, please retain the product and packaging until our team provides instructions.

2.4 How to Request an Exchange

To initiate an exchange:

1. Contact us at homes@alaydecor.com or +91-7977187837 within the applicable exchange window.
2. Provide your order number and the name of the product.
3. Explain the reason for the request.
4. Attach clear photographs or a video where the request concerns damage, defects, incorrect products or missing components.
5. Wait for our team to confirm eligibility and provide return or pickup instructions.

Please do not dispatch a product to us without receiving instructions from our team.

2.5 Inspection and Approval

Once the returned product reaches us, it may be inspected to verify the reported issue and compliance with the applicable exchange conditions.

We will communicate the outcome and next steps after the assessment.

If an exchange is approved, the replacement will be arranged subject to stock availability. If the same product is unavailable, we will discuss an appropriate alternative or other remedy available under our policies and applicable law.

2.6 Exchange Shipping Charges

For approved exchanges caused by a damaged, defective or incorrectly supplied product, Alay Decor will arrange the appropriate remedy in accordance with applicable law and the circumstances of the case.

For eligible change-of-mind exchanges, a fixed exchange fee applies.

Any charge will be communicated before the exchange is completed.

2.7 Refunds Where an Exchange Is Not Possible

If an eligible damaged, defective or incorrectly supplied product cannot reasonably be replaced, we will discuss the appropriate remedy, which may include a refund, in accordance with applicable law.

For change-of-mind requests, refunds are not automatically available unless stated in the product-specific policy or otherwise required by law.

2.8 Order Cancellations

If you need to cancel an order, contact us as soon as possible at homes@alaydecor.com or +91-7977187837.

Cancellation may be possible before dispatch. Once an order has been dispatched, cancellation may no longer be possible through the standard process.

Where cancellation is accepted for a prepaid order, the applicable refund will be processed to the original payment method or through another lawful method agreed with the customer.

Nothing in this policy limits any cancellation or refund rights that apply under law.

2.9 Contact Us

For exchange requests, contact:

• Email: homes@alaydecor.com
• WhatsApp/Phone: +91-7977187837
• Support hours: 9:00 AM to 8:00 PM IST

Please include your order number in all communications.