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.
Whether you ordered too much or you are not happy with your purchase, you can return all non-sale items that are in resellable condition for a refund within 30 days of the receipt of your purchase. Please do not install any defective materials as they will not be accepted for a return/replace. A manufacturer imposed 25% (with $200 cap) restocking fee on returned deck boards (if the retail cost of the product was $10, the restocking fee would be $2.50) applies and CompositeDeckDirect is not responsible for return shipping costs. There is no restocking fee for hardware 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 calling 1-800-688-1796 or emailing us at support@CompositeDeckDirect.com. We also encourage you to order free samples to ensure that the colour and/or product is exactly what you desire. We understand if you do not want to complete the purchase due to restocking and/or cancellation fees but as a small business, we cannot afford carrying those pricy costs that incur due to returns and/or cancellations. 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.
CompositeDeckDirect makes its best effort to deliver you the best quality products with the most competitive pricing in the market combined with exceptional service. 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. When you pay us buy credit card, we pay to your credit card processing company 2.4%-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.
If any orders are modified 72 hours after the order date, there may be a 25% change fee on the items that were added or deleted. For example, if you added a $10 item from your order 4 days after your original order, you'd be charged $12.50 for that item ($10 plus $2.50 change fee). This fee is charged by the manufacturer and is a pass-through to the customer.
We understand if your new purchase doesn't work out the way you imagined, so we've made the return process easy. We offer refunds within 30 days of the receipt of your purchase. Looking to return and receive a replacement? You can expedite this by placing and paying for a new order, then return unwanted items for a refund. We’re sorry, we cannot accept returns more than 30 days after your order was received. Any missing items on a shipment must be reported within 24 hours of receipt - we are not responsible for any missing items if we are notified after this period. Please note that there are no returns for the privacy screens unless they are damaged upon receipt of shipment.
Returning Your Items
Please do not send items back without first contacting us. We cannot return any non-refunded products. You must first email help@CompositeDeckDirect.com with your order number and the list of items you wish to return, or call 1-800-688-1796 to make your request over the phone. If your items are eligible for return, you will then receive an email with the appropriate instructions. If you are returning items to the factory, you will be issued a return slip - you will need this to get your funds as it represents proof of the return. We cannot provide returns without the 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.
- Product purchased as part of a kit or package deal, unless the complete kit is returned.
- Railings products
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. The factory spends the time to put your order together and needs to recoup these costs.