Return & Refund Policy

At Castlewood Decking, we are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

Returns

We accept returns for both defective and non-defective products, subject to the conditions outlined in this policy.

Return Eligibility

To be eligible for a return:

• The item must be returned within 30 daysof the delivery date.
• Products must be unused and in new condition.
• All original packaging, accessories, and documentation must be included.
• We do not accept returns of products that have been installed, used, damaged after delivery, or altered in any way.

Exchanges

At this time, we do not offer exchanges. If you wish to replace an item, you will need to return the original product (if eligible) and place a new order.

Return Process

To initiate a return, please contact our customer service team at:

Email: sales@castlewooddecking.co.uk

Phone: 01555 892597

Once your return request has been approved, you will receive instructions on how to return your item.

Return Shipping

• Return shipping fees must be covered by the buyer.
• The delivery cost already paid to get the goods will not be refunded
• Please ensure the item is securely packaged to prevent damage during transit. We must receive a picture of the pallet ready for collection if you plan to use our transport service.

Restocking Fee

A restocking fee of £36.00 will be deducted from the refund amount for eligible returns unless the return is due to a product defect, incorrect item supplied, or another error on our part.

Refunds

Once we receive and inspect the returned item, we will notify you regarding the approval or rejection of your refund.

If approved:

• Refunds will be issued to the original payment method used for the purchase.
• Refunds are processed within 3 business daysof receiving and approving the returned item.
• Depending on your payment provider, it may take additional time for the funds to appear in your account.

Damaged or Defective Products

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery and provide photographs of the issue where possible. We will work with you to resolve the matter promptly.

Contact Us

If you have any questions regarding our Return & Refund Policy, please contact us:

Castlewood Decking

Email: sales@castlewooddecking.co.uk

Phone: 01555 892597

Website: https://www.castlewooddecking.co.uk/