This policy covers products purchased directly through this website. Product bought from a distributor or dealer is subject to that seller’s returns policy — contact them first.
Returns
You have 30 days from delivery to request a return. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging. Proof of purchase is required.
Some items cannot be returned:
- Custom-colour or special-order product manufactured to your specification
- Product that has been cut, drilled, installed or otherwise modified
- Clearance items sold as final sale
Free samples do not need to be returned.
Starting a return
Email [email protected] or call 1-866-728-5273 with your order number before shipping anything back. We will confirm whether the item is eligible and give you a return authorisation and the address to send it to. Returns sent without authorisation cannot be processed.
Refunds
Once your return arrives and is inspected, we will email you to confirm whether it is approved. Approved refunds are issued to the original payment method, typically within 10 business days of approval. How quickly it appears depends on your bank or card issuer.
If a refund has not arrived after that period, check with your bank first, then contact us.
Return shipping
You are responsible for the cost of return shipping unless the return is the result of our error or a defective product. Original shipping charges are not refundable. Decking, cladding and railing are heavy and freight-shipped — return freight on a large order can be significant, so please confirm quantities and colour with free samples before ordering.
Damaged or incorrect deliveries
Inspect your delivery on arrival. If anything is damaged in transit or the order is wrong, contact us within 5 business days with your order number and photographs of the packaging and product. We will arrange a replacement or refund at our cost.
Exchanges
We replace items only if they are defective or damaged. If you need the same item in a different colour or profile, return the original under the process above and place a new order.
Warranty claims
Returns and warranty are separate. A performance problem that appears after installation is a warranty matter, not a return — see your product warranty documentation in the resource library, and register your warranty so we hold your installation details on file.
Questions
Email [email protected] or call 1-866-728-5273.