Thank you for shopping at DeckBuilder.co.uk. We are committed to providing you with high-quality products and a seamless shopping experience. This Returns and Refunds Policy outlines the process and guidelines for returning or requesting a refund for eligible items. Please read this policy carefully before making a purchase.
- Eligibility for Returns and Refunds
1.1. Damaged or Defective Items: If you receive a product that is damaged or defective, we will gladly accept a return or provide a refund. Please contact our customer support team within 7 days of receiving the item and provide detailed information and supporting evidence (such as photographs) of the damage or defect.
1.2. Incorrect or Incomplete Orders: If you receive an incorrect item or if your order is incomplete, please contact our customer support team within 7 days of receiving the item. We will work to resolve the issue promptly by arranging a return, replacement, or sending the missing item.
- Non-Eligible Returns and Refunds
2.1. Change of Mind: We do not accept returns or provide refunds for items due to a change of mind or if you no longer want the product. This policy ensures that our products are made to order and minimizes wastage and environmental impact.
2.2. Customized or Personalized Items: As our products may include customized or personalized elements, we do not accept returns or provide refunds for these items unless they are damaged, defective, or incorrect.
2.3. Non-Returnable Items: Certain items, such as digital downloads or items marked as final sale, are non-returnable and non-refundable unless they are damaged or defective.
- Return Process
3.1. Contacting Customer Support: To initiate a return, please contact our customer support team through the “Contact Us” page. Provide us with your order details, including the order number, a description of the issue, and any supporting evidence (such as photographs).
3.2. Approval and Return Authorization: Our customer support team will assess your return request and provide you with instructions on how to proceed. If your return is approved, you will receive a Return Authorization (RA) number and further instructions for shipping the item back to us.
3.3. Return Shipping: When shipping the item back to us, please ensure it is securely packaged to avoid damage during transit. You are responsible for the return shipping costs, unless the return is due to an error on our part (such as a damaged or defective item).
- Refund Process
4.1. Inspection and Processing: Once we receive the returned item, we will inspect it to verify its condition and eligibility for a refund. If the return meets our criteria, we will proceed with the refund process.
4.2. Refund Method: Refunds will be issued in the original form of payment used for the purchase. Please note that the refund may take some time to be processed and reflected in your account, depending on your payment provider’s policies.
4.3. Non-Refundable Costs: Please note that shipping charges, including the original shipping fee for the order, are non-refundable unless the return is due to our error.
- Customer Responsibilities
5.1. Item Condition: To be eligible for a return or refund, the item must be in its original condition, including all packaging materials, tags, and labels. We reserve the right to refuse a return if the item shows signs of misuse, damage caused by the customer, or if it is not returned in its original condition.
5.2. Return Shipping: Customers are responsible for properly packaging and shipping the item back to us. We recommend using a trackable shipping method and obtaining proof of postage.
- Contact Us
If you have any questions or require further assistance regarding our Returns and Refunds Policy, please contact our customer support team through the “Contact Us” page on our website or via the email provided. We are here to assist you and ensure your satisfaction with your purchase from DeckBuilder.co.uk.
Last updated: 21/07/2023