Our Full Return Policy
Satisfaction Guarantee
Whether you ordered too much or the product you ordered doesn’t quite fit your style, you can return all non-sale items that are in resellable condition for a full refund within one year of your purchase.
DecksDirect is not responsible for return shipping costs, and a restocking fee may apply to decking returns. Unfortunately, we can’t accept returns more than one year after your order was placed.
We’re committed to making sure your deck project goes smoothly and delivers an amazing deck. If you want help finding a replacement product that better suits your vision, please give us a call at 1-888-824-5316 or email us at hello@decksdirect.com.
Don’t Return Without A Return Authorization Number
When you fill out our return request form, you’ll receive an approval email with a return authorization number, also called an RMA. Please don’t send your items back until you’ve received that return authorization confirming you’ll get a refund.
If you send us an item that doesn’t qualify for a refund, we are not able to ship that item back to you.
We do not accept returns of:
- Products received more than one year ago.
- Products not in original or resellable condition, including but not limited to product that is damaged, used, missing hardware, or has been altered in any way.
- Products purchased on sale, clearance or closeout.
- Tools designated as non-returnable.
- Products purchased as part of a kit or package, unless the complete kit is returned.
- Additional products that aren’t listed on your return authorization form.
Items Must Be In Resellable Condition
Returned items must arrive to DecksDirect in resellable condition. All returns must be unused and in complete packages. (For example: we will not accept nine balusters from a ten-baluster package.)
Refund Notes
- Refund amounts – Any refund or credit for exchange will be based on the value of the merchandise at the time of purchase. Shipping fees are not eligible for refund. Restocking fees may be deducted from the refund amount if items are returned in damaged condition or without all of the original accessories.
- Shipping costs – Shipping costs are the customer’s responsibility.
Damaged Products, Shipping Errors, or Defective Products
Damaged Product
If anything is damaged in transit, DecksDirect will help you file a claim with the shipping company to make things right. Please inspect your order thoroughly when it arrives. If you see any damage, please take photos and email them to us at support@decksdirect.com.
We will need the photos to file a claim with the shipping company, so please send them to us as quickly as possible, as the window to file a claim is often limited.
Shipping Error
If part of your order is incorrect or missing, please contact us immediately at 1-888-824-5316 or email support@decksdirect.com. To help us get started, please have your order number handy, along with the part number, description of the issue, how many items are incorrect or missing, and a photo (if applicable).
Defective Product
For products that appear to be defective within 90 days of purchase, please contact us as soon as possible at 1-888-824-5316 or email support@decksdirect.com. To help us get started, please have your order number handy, along with the part number, description of the issue, and a photo (if applicable).
All defects that occur after 90 days from your purchase date (example: a deck light bulb burns out after six months) need to be reported directly to the manufacturer to begin their warranty claim/replacement process.
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