Refund policy

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return. Please note that sale items (items with reduced price) are eligible for a store credit or exchange only.

To start a return, please send an email to info@decabana.com and provide your order number, style number (color/size) and the reason for a return.

Why Accessories Are Final Sale

We understand that sometimes returns are needed, but for hygiene and safety reasons, certain accessories such as hats, gloves, belts, and scarves cannot be returned. Once these items leave our store, they are considered final sale.

This policy is in place to ensure all customers receive products that are brand new and safe to use. Accessories that come in contact with skin or are tried on closely cannot be restocked or resold once returned.

We appreciate your understanding and thank you for helping us maintain quality and safety standards for everyone.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

Please note that returns will need to be sent to the following address:

Decabana.com Head Office
4810 Jean-Talon Ouest Suite 321
Montreal, Quebec
Canada
H4P 2N5

If your request for a return is accepted, we’ll send you an RMA#, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return merchandise authorization number (RMA#) will not be accepted.

You can always contact us for any return question at info@decabana.com.

Return Shipping Policy

  • Shipping Costs: Please note that all return shipping costs are the sole responsibility of the customer. Shipping fees from the original purchase are non-refundable.

  • Method: We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and a refund can only be processed once the item has been delivered to and verified by our warehouse.

  • Courier Choice: Customers may select the courier of their choice, provided the package is delivered directly to the return address specified on your return instructions. RMA# is mandatory and must be requested in writing by sending an email to info@decabana.com

Order Cancellations
Once an order has been processed, it can no longer be cancelled. If you no longer wish to keep the item, you must first receive the order and then return it to us in accordance with our return policy.

Please note that cancellation requests sent outside of business hours will be reviewed and processed on the next business day. Order cancellations are not handled on weekends, outside of business hours, or on statutory holidays.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@decabana.com.