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Returning Goods
Goods may be returned to our facility within 14 days of the delivery date. Goods may only be returned once The Decking Store has accepted a return request via email. If the customer chooses to return goods without requesting to do so and including a completed Return Form with the returned items, the goods may be misplaced or lost, and therefore no refund will be granted. To submit a return request, email support@thedecking.store and request a Return Form. Please allow up to 72 hours for a response.
14-Day Policy
Returns are accepted within 14 days from the date the order is delivered. If 14 days have gone by since this date, we can’t offer you a refund. This is only applicable to standard lengths and does not apply to bespoke or cut lengths.
Condition of Goods
To be eligible for a return, goods must be unused and in new condition. All goods must be in the unopened, original packaging and contain all parts originally included. If goods appear used, The Decking Store withholds the right to reject such returned goods. Any signs of use will result in the goods being rejected for a refund. Used condition includes cosmetic damage. Rejected returns will stay in our warehouse for a period of 14 days waiting for the customer to arrange a courier service to collect the goods. After this the items will be disposed of and may be subject to charge..
Return Shipping
Customers will be responsible for paying for their own return shipping costs. Such costs are non-refundable. All returns must include tracking and full insurance to cover any damage to the goods during transit.
Refund Timescale
Once a return has been received and inspected, the customer will be notified via email regarding the approval or rejection of a refund. If the refund is approved, return credit will be applied to the original method of payment, this process usually takes 5-7 days.
Submitting a Return Request
To submit a return request, email support@thedecking.store requesting a Return Form. To speed up the return process, we recommend adding a detailed explanation of the reason for return. Please allow up to 72 hours for a response.