Returns, Refunds & Exchange Policy
At Decking Wood QLD, we are committed to supplying quality timber, composite decking and building materials. We want you to be satisfied with your purchase and aim to make the returns process as straightforward as possible.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement, repair or refund where products are faulty, significantly different from their description, or fail to meet acceptable quality standards.
This policy operates in addition to your rights under Australian Consumer Law.
Change of Mind Returns
We do not generally accept returns for change of mind. However, at our discretion, we may accept eligible returns provided that:
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The return request is made within 14 days of delivery or collection.
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Products are in their original, unused and resalable condition.
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Timber has not been installed, cut, machined, coated, sanded or modified.
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Products are returned in their original packaging where applicable.
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Proof of purchase is provided.
Approved change-of-mind returns may be subject to a restocking fee of up to 20% of the purchase price.
Freight and delivery charges are non-refundable.
Non-Returnable Products
The following products cannot be returned unless required under Australian Consumer Law:
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Custom-cut timber
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Special order items
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Made-to-order products
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Clearance or discontinued products
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Products sold as seconds or factory seconds
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Products that have been installed or used
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Products damaged due to incorrect storage, handling or installation
Natural Timber Disclaimer
Timber is a natural product.
Colour variation, grain patterns, gum veins, surface checking, weathering and natural movement are normal characteristics of hardwood timber including Merbau, Spotted Gum and other species.
These natural characteristics are not considered defects and are not grounds for return or refund.
Customers are responsible for inspecting timber before installation.
Once timber has been installed, it is deemed accepted.
Damaged or Incorrect Orders
Please inspect your order immediately upon delivery or collection.
If you receive:
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Incorrect products
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Missing items
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Transport damage
Please notify us within 48 hours and provide:
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Your order number
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Photographs showing the issue
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A description of the problem
We will assess the claim and arrange an appropriate solution where applicable.
Faulty Products
If a product is found to be faulty or fails to meet Australian Consumer Law guarantees, we will inspect the product and may:
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Repair the product
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Replace the product
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Provide a refund
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Offer another suitable remedy as required under Australian Consumer Law
Where appropriate, we may request photographs or arrange an inspection before determining the outcome.
Return Process
Before returning any products, please contact us for approval.
Please include:
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Full name
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Invoice or order number
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Contact details
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Reason for return
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Supporting photographs where applicable
Returns sent without prior approval may not be accepted.
Return Freight
Unless the product is faulty or supplied incorrectly, customers are responsible for all return freight costs.
Returned products remain the customer's responsibility until safely received by Decking Wood QLD.
Timber Storage
To maintain warranty eligibility, timber should be:
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Stored flat
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Kept dry and protected from weather
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Raised off the ground
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Properly ventilated
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Installed according to accepted Australian building practices
Improper storage may affect the product and may void eligibility for returns relating to product condition.
Composite Decking
Composite decking products should be installed in accordance with the manufacturer's installation guide.
Claims arising from incorrect installation, inadequate ventilation or failure to follow installation requirements may not be covered.
Contact Us
If you have any questions regarding returns or warranty claims, please contact Decking Wood QLD before returning any products.
We will work with you to resolve genuine product issues as quickly as possible.