Returns and refunds request form

We would like to draw particular attention to our terms and conditions that relate to returns and refunds, please kindly read this before making your request:
6. Your Warranties

6.1 The warranties that we give you will be effective from the date the Goods are delivered to you and cease at the end of the warranty periods.

6.2 The warranties do not cover the labour costs in replacing defective parts or any carriage costs if the Goods have to be returned to us for repair.

6.3 If you wish to make a claim under the warranties you must set-out in writing (which includes by e-mail) within the relevant warranty period the faults, with as many details as possible, together with your contact details. We will then decide whether the Goods should be returned to us for repair or a replacement should be arranged for you.

6.4 You accept that in the case of the minor replacement of parts under the warranties you will be responsible for installing these without the need to return the Goods to us.

6.5 If we opt to send you the replacement part then you must return the defective part to us for inspection before the new part is sent to you under the warranty. If on inspection we determine that the part has become defective due to either improper use or maintenance, negligence or accident or failure to adhere to the manufacturers recommended operating and maintenance procedures then the warranties shall be invalid in respect of this part and we will only send you a replacement part upon receipt of payment from you for the costs of the part, the repair costs and the carriage costs.

6.6 If you do not wish us to repair the Goods in a case where the warranties are invalidated then you should advise us of this in writing (which includes by e-mail) and further advise us that you wish the Goods to be returned to you. We will return the Goods to you when we receive from you the carriage costs.


7. Refund Policy

7.1 We work to ensure that you will be completely pleased with your order, however, if a situation occurred where a refund of your order was necessary, the following guidelines would apply:

7.2 All refund/exchange requests must be made in writing via our returns form.

7.3 If you wish to cancel an order which has not as yet been despatched, i.e. before 02:30pm on the day of ordering, then you must call and inform us before the 02.30pm cut off deadline and we may be able to cancel the order in time. Order cancellations cannot be done via email. We can only provide full refunds to the orders cancelled before 02.30pm. Orders cancelled after the cut off time will incur a fee of 15% for restocking and handling. Additionally, you will also be liable to pay the delivery charge paid for your order and return delivery to us at your expense.

7.4 Qualifying for a refund/exchange of a faulty item:

i. You can request an exchange or refund at any time either before or up to 7 working days (cooling off period) following the day you receive the Items by. We cannot accept any cancellations out of the cooling off period.

ii. If there is a fault with your product within 18 months of delivery (or other defect with your order), we will normally offer a prompt exchange for the same or equivalent product. In all cases we reserve the right to inspect the product and verify the fault. This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear. Our warranty cover is limited to the item(s) purchased directly from Dekomount.

iii. To qualify for a refund or exchange the product must be:
a. In otherwise "as new" condition; and
b. Complete with parts, accessories and, if possible, the original box and packaging.

iv. Any refund due to a fault or other defect will include a refund of the applicable delivery charge. Please note items that do not meet these standards will be returned to customers (P&P fees for that item will be charged). You will not be charged any handling fee for exchange Items.

7.5 Qualifying for a refund/exchange where you have changed your mind or you have ordered products which are not suitable for your equipment:

i. You can cancel your purchase or request an exchange at any time either before or up to 7 working days (cooling off period) following the day you receive the goods by. We cannot accept any cancellations out of the cooling off period.

ii. Your product must be complete and in 'as new' condition e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product or packaging. It must not have been used or installed. It should be returned with the original box, packing and accessories you received with it.

iii. If the item is not suitable for your requirements or does not fit your TV, we will exchange it for an item which is so long as you contact us with your cancellation within 7 working days after delivery.

iv. Refunds for the delivery charge you paid to us will not be returned in your refund, as the courier company would have already been paid for their service. You will be liable to pay 15% for its restocking and handling fee. The amount paid, minus delivery charge and stocking fee will be refunded back to you in 14 days from the approval of satisfactory received goods.

7.6 No refunds or exchanges can be issued for damaged merchandise or for merchandise with parts missing. Please note that the cost of returning the goods back to us for a refund or exchange will be at your own cost. You must take due care to ensure the product is packaged well when returning the Item to us.

7.7 To initiate the returns and refund procedure, you must complete our form to get its approval for the refund. 

7.8 Please send in the items to us within the agreed time period as detailed on our reply email. Merchandise must include a copy of approved return and a note describing the reason for return, stating the screens make and model if returning due to incompatibility, your order information and contact information. We advise you use a registered delivery service when returning goods to us.

7.9 Please note refunds will take 14 days to reach your account.

8.0 Your rights, including the return of goods are protected under the EU Distance Selling Directive, which can be found at 
http://www.hmso.gov.uk/si/si2000/20002334.htm

8. Bracket Finder Database
8.1 We provide the information and data contained in the bracket finder database in good faith and we make every reasonable effort to ensure that it is correct and up to date. There maybe be occasions where some of the information provided is out of date, or is in the process of being updated as the information provided in this guide may be changed at anytime and without notice.

8.2 Customers are responsible for ensuring that the mount has the correct fitting points for the screen from the mount product information provided. The bracket finder is intended as a guide only. It is also the customer’s responsibility to ensure that the mount purchased is correct for the wall type it is intended to be mounted to.

Dekomount is a trading name of Dekomount Limited
Registered Office: 501 International House, 223 Regent Street, London, W1B 2QD.
Any complaints should be sent to the above address for the attention of the quality control manager.
Registered in England No. 06208031. VAT No. GB 906 3662 25.

To view our full terms and conditions please click here


Please kindly complete the beneath in order to initiate a request to our returns department:
Order Id *
(Four digit number or invoice number)
Full name *
Company name
Email address *
Contact telephone number *
Date items purchased *
(Please check your invoice)
What item/s from your order
would you like to return *
(Please provide model/item code)
Reason for return *
I would like: *


(Please note a replacement can only be sent on receipt and inspection of your goods, therefore if you are in a hurry we advise making a new transaction for the item/s you want to order and to request a 'refund' of this order - subject to our approval and inspection)
If you selected 'Other' please explain here:
Any suggestions that you would like to make to Dekomount to help us improve as a company:
I have read and understood the terms and conditions * Yes


The processing team aims to respond to requests within 48 hours of submission during weekdays.
Please note: Do not return any goods until you have been provided an authorisation code,
address and instructions.
* Denotes required fields