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DuroWood Return Policy

Decking Sample Purchases

All Decking Sample purchases have a NO REFUND/NO RETURN policy.
Purchasers are solely responsible for the choices made regarding color and quantity of samples.
All sales are final. There are no refunds.

Exceptions to the Policy

Exceptions to the NO REFUND/NO RETURN policy may be made in the following cases:

  • Non-receipt of Order: If the purchaser does not receive their order.
  • Damaged Products: If the products are damaged upon delivery.

In these cases, resolution will be made through the shipment of replacement products only.

Railing and Outdoor Lighting Purchases

Railing and outdoor lighting products purchased from DuroWood are eligible for return, subject to the following conditions:

  1. Product must be purchased from DuroWood.com to be returned directly to DuroWood. Products purchased from other retailers must be returned to the respective retailer.
  2. The product must be in its original packaging and unused.
  3. The product must have been purchased within the last 90 days.

How to Return Products

To initiate a return, please follow these steps:

  1. Receive Return Merchandise Authorization (RMA): The customer care team will issue an RMA number and send you a return label via email. Make sure the RMA number is included on your return package to ensure proper credit.
  2. Prepare Your Return Package:
    • Print out the return label and affix it securely to the box containing your returned merchandise. The RMA number must be clearly visible.
    • Be sure to remove any old shipping labels from the package.
    • Seal the box completely.
  3. If You Can’t Print the Label: If you are unable to print the return label, we will happily mail the label to you via USPS.
  4. Return Multiple Items: If you’re returning items with multiple RMA numbers, please use separate boxes for each RMA to ensure correct processing.
  5. Choose Your Carrier: You may use the shipping carrier of your choice, but we recommend selecting a shipping option with tracking.
  6. Return Shipping Costs: You will be responsible for the return shipping costs.
  7. Return Processing Time: It may take 4-5 business days for your return to reach our warehouse. Once the return is received and inspected (usually within 72 hours), we will contact you by email if there are any issues. Otherwise, expect to receive a refund on your credit card within 5-7 business days following the return receipt.
  8. Credit Card Processing: Please note that depending on your credit card provider, it may take additional time for the refund to reflect in your account after it is processed.

Failure to Include RMA Number

If we receive a return without an RMA number:

  • We will attempt to identify the sender based on any addresses on or within the package.
  • If we cannot identify the sender, we will hold the merchandise for 30 days.
  • After 30 days, DuroWood reserves the right to dispose of the returned items at our discretion.