Returns & Refund Policy

Return & Refund Policy

At Decking Delivery, we pride ourselves on providing high-quality timber and excellent customer service. If you are not entirely satisfied with your purchase, we’re here to help. Please read our return policy carefully.

1. Returns Eligibility

We accept returns under the following conditions:

• The product must be unused, unaltered, and in the same condition that you received it.

• Returns must be initiated within 14 days of delivery.

• A valid proof of purchase (e.g. receipt or invoice) is required.

2. Non-Returnable Items

Please note that the following items are not eligible for return:

• Cut-to-size timber, specially machined, or custom orders.

• Products damaged after delivery through misuse, improper storage, or poor handling.

• Clearance items or goods sold as “seconds” or “as-is.”

3. Return Process

To initiate a return:

1. Contact our customer service team at sales@deckingdfelivery.com or call 0117 251 0092 to request a return authorisation.

2. Return the item(s) to:
   Decking Delivery
   Gloucester Road, Thornbury
   BS35 3UF

You are responsible for covering the cost of returning the item(s) unless the return is due to our error (e.g. wrong item delivered or item was faulty on delivery).

If you wish to return items due to change of plans or have over ordered, we charge 10% restocking fee on the total value of goods returned.

If you would like us to collect the items from yo a collection fee will be applied, this is the same fee as our delivery fee (based on your postcode), plus 10% restocking fee.

4. Refunds

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

• If approved, your refund will be processed to the original method of payment within 5–10 business days.

• Delivery charges are non-refundable unless the return is due to our error.

5. Damaged or Incorrect Goods

If your order arrives damaged or incorrect:

• Please notify us within 48 hours of delivery.

• Provide clear photographs of the damage or incorrect items.

• We will offer a full or partial refund or replacement at no additional cost to you.

6. Trade Customers

Different terms may apply to trade or bulk orders. Please contact us directly to discuss your return options.

If you have any questions regarding our return policy, feel free to get in touch. We’re here to help.