Refunds and returns
A clock either suits the wall or it does not, and that is usually obvious within a day of hanging it. You have 10 days from delivery to raise a return with Clock Decor. Everything below is the detail: what qualifies, what does not, and how the money gets back to you.
Your window
Requests must reach us within 10 days of the delivery scan on the courier record. Please do not wait until the end of that window to open the parcel — glass problems are far easier to settle in the first 48 hours.
What we can accept back
- Unused, with the protective film still on the lens where one was fitted.
- Original packaging, including the inner carton, corner protectors and any foam.
- The invoice from the parcel, or a photo of it.
- Battery cover, hands, pendulum, wall bracket and screws — everything that came in the box.
Send it back in the packaging it arrived in. A clock re-boxed in a thin carton generally does not survive the return leg, and we cannot refund what arrives broken from a re-pack.
What we cannot take back
Clocks that have been mounted and taken down leaving mark or adhesive residue; anything personalised or engraved to order; clearance stock; gift cards; and any item missing its original packaging. Batteries, where supplied, are consumables and are not refunded separately.
Cracked, dead or wrong on arrival
Film the unboxing. Start before you cut the tape and keep recording until the clock is out of its wrapping and the dial is visible. If the lens is cracked, the movement does not run, the wrong model turned up, or something is missing, send us that clip within 48 hours of delivery. On the strength of it we replace or refund immediately and arrange collection at our own cost. Without the clip a carrier will normally reject a glass claim, which is why we insist.
A clock that stops later
Quartz movements occasionally fail early. If a clock stops inside the return window and a fresh battery does not revive it, tell us and we treat it as a defect, not a change of mind. Beyond that window it is ordinary wear, and we say so plainly rather than implying a warranty we do not offer.
How the refund is paid
Once the clock is back with us and checked, approved refunds are processed within 7 business days. UPI payments return to the same handle. Cash on Delivery orders are refunded by direct bank transfer once you share the account details. We email the reference the moment it leaves us; your bank sets its own posting time from there.
Who pays the return shipping
We do, whenever the fault is ours — broken, defective, incorrect or short. If you have simply changed your mind, you arrange the return to the address we give you and we refund the price of the goods once it lands back with us in the condition described above.
Exchanges
Wrong size for the wall, or you would rather have the other finish? Say so in your first email. If the alternative is in stock we ship it as soon as the original is on its way back, and we settle any price difference either way.
Raising a return
Email checkout@clockdecor.shop with the order number and one line on what is wrong, plus the video for a damage claim. A person replies, usually within one working day, with the return address and the collection arrangement. Please wait for that confirmation before shipping anything — unannounced parcels are very hard to match to an order.