Returns and Replacement Policy

WE STAND BEHIND WHAT WE SELL
If you are not 100% satisfied with your CompositeDeckDirect purchase, you can return unused product for a replacement or refund. We make returns and exchanges easy and are happy to help you choose the right product. Please read our return information below for full details.

Satisfaction Guaranteed

Whether you ordered too much or you are not happy with your purchase, you can return all non-sale items that are in re-sellable condition for a refund within 30 days of the receipt of your purchase - less any restocking fees as indicated below. CompositeDeckDirect is not responsible for return shipping costs. For any missing items on your shipment, we need to be notified within 24 hours of receipt to be able to send the missing items. Any notification of missing items beyond that 24 hour period would not be accepted. Please do not install any defective materials as they will not be accepted for a return/replace. There is no restocking fee for hardware (unless you're in Eastern Ontario or Quebec) provided its unopened and returned within the 30 day window. We want you to be satisfied and will work hard to ensure that you are. If you experience any issue with our products, customer service, shipping, or even if you just plain don't like what you bought, please let us know by emailing us at help@CompositeDeckDirect.com. We also encourage you to order free samples to ensure that the colour and/or product is exactly what you desire. Any damaged products delivered will be replaced at no charge. Please note that while we are TruNorth's largest dealer, we are not the manufacturer, so any product quality issues or production/shipping delays are not in our control and the responsibility of the factory/supplier, but we will work with you to ensure your 100% satisfaction should any issues arise.

Please note that some of our products have extensive handling costs due to their oversized nature and large dimensions as well as heavy weight. When you cancel or change your order, the manufacturer has to unpack your order and spend resources in administration and replenishing inventory. Additionally, when you pay us buy credit card, we pay to your credit card processing company 2.5%-3.5% from each transaction. When you cancel your order, we pay the same fees again from the amount refunded. So in total, we carry 5% to 7% extra expenses just on credit card processing. 

Returning Your Items

Please do not send items back without first contacting us. You must first email help@CompositeDeckDirect.com with your order number and the list of items you wish to return. If your items are eligible for return, you will then receive an email with the appropriate instructions along with a return slip.

Please note, we do not accept returns of:

- Product received more than 30 days ago.

- Product not in original/resellable condition (product is damaged, used, opened or missing parts).

- Product purchased on Discount/Sale/Clearance/Closeout.

- Tools

- Product purchased as part of a kit or package deal, unless the complete kit is returned.

- Railings products

Restocking and Cancellation fees

If your order is cancelled or edited after 72 hours from the time the order was placed, there will be a $130 fee that the manufacturer will impose. If the product is returned, there would be a 25% restocking fee - for example, if the retail cost of the product was $10, the restocking fee would be $2.50. This restocking fee is capped at $200.