Frequently Asked Questions

Questions Answer
What are your payment terms? 30 days if a credit account is agreed.
Do you offer samples of your products? Yes, on all Decotel Products on a Sale or return basis.
What are your hours of opening? Monday – Friday 8-4.30
What are your carriage charges? UK Mainland – Orders up to £450 – £11.50

Over £450 Free

Deliveries to Scottish Highlands & Islands and Non-Mainland UK – POA

Europe – Freight costs will be calculated based on the gross weight and added to the order and invoiced later in the process according to the agreed freight cost.

What is your returns policy? Should for any reason you change your mind and would like to return your order after delivery, we are happy to refund or exchange your purchase as long as it’s unopened and in its original packaging. Items ordered in error are subject to a 25% restocking fee.

Following The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we will accept items back even if you have opened the goods to inspect them. You are entitled to a refund as long as you inform us of your decision to cancel within 14 calendar days from the day after delivery of the goods. The goods must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories and User manual. You can examine the goods but you must not have used them unless the return is because of a manufacturing fault.

We may make a deduction from the refund for any loss in value of the goods if the loss is a result of any unnecessary handling by you.

We cannot accept returns, if the order was bespoke unless a manufacturing fault has occurred.

Do you ship to Europe? Yes, our European Distribution Centre is perfectly located to deliver goods to the whole of Europe. Contact for assistance.
Are you experienced working with a hotels Brand Standards? Yes, We have supported many of the leading hotel chains ensuring a consistent customer experience working to the Hotel’s guidelines.
Can products include “our” logo?               Yes, but it depends on the product and availability. Speak with one of the Decotel team to find out more.
What if I am sourcing a “product” not listed on your website? We have an extensive network of 3rd party suppliers and can help you find the products you are looking for.
Are you WEEE compliant? Yes, Decotel is a member of an approved scheme and is registered with Valpak.

The buyer acknowledges and accepts it shall have sole responsibility for the disposal of Electrical goods in accordance with the WEEE Directive (Waste Electrical & Electronic Equipment) EU 2002/96/EC. The Buyer shall be solely responsible for any costs incurred as a result of this.

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