RETURNS, REPLACEMENT AND CANCELLATION 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.

We also offer free samples to help you confirm colors and products before buying.

Satisfaction Guaranteed

Not thrilled with your order, accidentally ordered too much, or choosing to go in a different direction? Here’s how cancellations, changes, and returns work:

• Restocking Fee: For deck boards, a manufacturer-imposed restocking fee of 25% applies if the order is cancelled after 72 hours from the order date. This covers the labour and administrative tasks invested into assembling your order.
• Special Orders: Special order items are non-cancellable and non-refundable.
• Credit Card Fee: For cancellations on orders over $2,000, a 3% credit card charge will be withheld to cover non-refundable processing costs.
• Shipping Costs: If your order has already shipped or been delivered, return shipping is your responsibility.
• Returns: You may 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.
• Damaged Items: These will always be replaced at no cost to you. Just provide us with an explanation and pictures.

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, or service—call us at 1-800-688-1796 or email support@compositedeckdirect.com

Please note: 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. Oversized items like deck boards come with heavy handling costs due to their size and weight.

When orders are cancelled or changed, manufacturers incur expenses in unpacking, restocking, and administration. In addition, credit card processing fees (2.4%–3.5% per transaction) are non-refundable and hit us twice—once when you purchase, and again if we refund—adding up to 5%–7% in extra costs.

How to Return Your Items

Don’t ship anything back without contacting us first—we can’t process unapproved returns.

• Email help@compositedeckdirect.com with the items you’d like to return (brief description and exact quantity), the reason for return, and pictures of the items
• If eligible, we’ll email you return instructions, including setting up a return appointment and location details.
• After receipt, your return will be inspected. Once completed, your refund will be issued to you via your original payment method, less the restock fee and any items that do not pass inspection.

Non-Returnable Items

• Products received more than 30 days ago (some exceptions apply—contact us for details)
• Products not in original/resalable condition (damaged, used, opened, or missing parts)
• Products purchased on discount, sale, clearance, or closeout
• Tools
• Products purchased as part of a kit/package deal (unless the full kit is returned)
• Railing products
• Privacy screens
• Special order items