RETURNS & REPLACEMENT POLICY

We Stand Behind Our Products

At CompositeDeckDirect, your satisfaction is our priority. If you’re not completely happy with your purchase, we’re here to make it right with easy returns or replacements for unused products. Read on for full details and let us help you find the perfect solution.

Satisfaction Guaranteed

Not thrilled with your order or accidentally ordered too much? You can return non-sale items in resellable condition within 30 days of receipt for a refund. Please don’t install defective materials, as they won’t be eligible for return or replacement. For deck boards, a manufacturer-imposed restocking fee of 25% (capped at $200) applies—e.g., a $10 item incurs a $2.50 fee—and return shipping costs are your responsibility. Hardware returns have no restocking fee (except in Eastern Ontario and Quebec) if unopened and returned within 30 days.

We’re committed to your happiness and will go the extra mile to ensure it. If something’s off—whether it’s the product, shipping, customer service, or you simply don’t love what you got—call us at 1-800-688-1796 or email support@compositedeckdirect.com. We also offer free samples to help you confirm colors and products before buying. Rest assured, any damaged items delivered will be replaced at no cost to you. While we’re TruNorth’s largest dealer, we don’t manufacture the products—quality issues or delays fall under the supplier’s responsibility—but we’ll work closely with you to resolve any concerns.

Why Fees Exist

Our goal is to deliver top-quality products at competitive prices with exceptional service. However, oversized items like deck boards come with hefty handling costs due to their size and weight. When orders are canceled or changed, manufacturers unpack and restock, incurring administrative expenses. Plus, credit card processing fees (2.4%-3.5% per transaction) hit us twice—once when you buy, and again if we refund—adding up to 5%-7% in extra costs. For order changes made more than 72 hours after placement, a 25% fee applies to added or removed items (e.g., a $10 item becomes $12.50 with a $2.50 fee), passed through from the manufacturer.

No-Hassle Returns

If your purchase doesn’t meet your expectations, we’ve streamlined the return process. Refunds are available within 30 days of receipt. Need a replacement? Place a new order to speed things up, then return the unwanted items for a refund. Unfortunately, we can’t accept returns after 30 days or replace missing items reported more than 24 hours after delivery. Privacy screens are returnable only if damaged upon arrival.

How to Return Your Items

Don’t ship anything back without contacting us first—we can’t process unapproved returns. Start by emailing help@compositedeckdirect.com with your order number and a list of items you’d like to return, or call 1-800-688-1796. If eligible, we’ll email you return instructions. For factory returns, you’ll receive a return slip—keep it, as it’s your proof of return and required for a refund.

Non-Returnable Items

• Product received more than 30 days ago
• Product not in original/resalable 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

Cancellation Fees

If your order is cancelled after 48 hours from the time of the order, there will be a $250 fee that the manufacturer will impose before it ships. The factory spends the time to put your order together and needs to recoup these costs.

If you request a cancellation when your order has begun shipment, you must contact us. You may be liable for additional expenses incurred by shipping costs and time invested.

For Eastern Canada Purchases

Please note the following for orders in Nova Scotia, New Brunswick, PEI and Newfoundland:

• No returns on products or colours marked as special order (please connect with us or check the product listing to see if this applies to your order)
• No returns on 20’ material
• 60 day return period
• All returns subject to inspection prior to refunds being issued