Returns & Cancellations
We stand by the products we sell and want you to love your purchase. If you need to return or cancel, please review the policy below.
30-Day Return Policy
You may return new, unused items within 30 days of delivery. To start a return, email info@deckandden.com with your order number (and photos if the box has been opened) for instructions.
- Items must be in “Like New” condition with all original packaging, manuals, and accessories.
- Products showing installation, wear, or missing parts are not eligible for refund.
- Unless the item is defective/incorrect on arrival(or concealed damaged was discovered within 48 hours — with photos and/or videos), return shipping is the customer’s responsibility.
Once your return is received and inspected, refunds are issued to the original payment method.
Cancellations
- Within 24 Hours of Order Confirmation: Full refund.
- After 24 Hours but Before Shipment: Refunds may be reduced by non-recoverable payment processing costs (typically ~3%) charged by the payment processor, where applicable.
- Supplier Release/Pre-Ship Handling: If a supplier has already crated, staged, or released freight (e.g., a Bill of Lading is created), the manufacturer may charge handling or restocking fees ranging from 1% - 25%.
- After Shipment: Our 30-Day Return Policy applies; original and return freight will be deducted from refunds.
Customized & Made-to-Order Products
For customized products — or standard products with customization options (e.g., finishes, configurations, cutouts, built in accessories)—once the order enters production or customization (typically after 24 hours), it is non-refundable and cannot be canceled or modified. If cancellation IS allowed, the brand/manufacturer may charge a fee, which will be deducted from your refund.
This includes built-to-order outdoor kitchens, customized countertops, special finishes, and any product not listed as “In Stock.”
Restocking & Refund Deductions
- Payment Processing Cost (≈3%): Applied to cancellations requested more than 24 hours after order confirmation when the payment processor does not return fees.
- Restocking Fee (1–25%): Applied only if charged by the manufacturer.
- Two-Way Shipping Costs: Although outbound shipping is free, if you cancel or return after shipment, both the original and return freight (typically $300–$1,000+) will be deducted from your refund.
Non-Returnable Items
- Customized, made-to-order, or special-order products
- Items installed, used, or altered
- Products not in original packaging
- Gift cards or promotional items
Warranty Support
Defective items are covered by the manufacturer’s warranty. We will coordinate with the manufacturer to repair or replace as quickly as possible.
Refund Timeline
Once the return is received and approved, refunds typically process within 5–10 business days. Your bank or card issuer may require additional time for the funds to appear.
For shipping, delivery, and inspection requirements, please see our Shipping & Delivery policy. If freight delays, damage, or loss occur, you agree to allow Deck and Den, the carrier, and the supplier to rectify the issue; we will work promptly on your behalf.
Questions? Contact us at info@deckandden.com.