Returns & Refund Policy

Returns

We offer a 14-day return policy, which means you can request a return within 14 days after receiving your item.

To be eligible for a return, your item must be unused, with tags, and in its original packaging. A receipt or proof of purchase is also required.

You can initiate a return by contacting us at info@deckingbalustrade.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items returned to us without a return request will not be accepted.

If you have any queries about returns, please feel free to contact us at info@deckingbalustrade.com.au.

Damages and issues

Please examine your order upon receipt and notify us immediately if the item is faulty, damaged, or if you received the incorrect item so that we may investigate and resolve the issue. Our goal is to strive that you are pleased and satisfied.

Exceptions / non-returnable items 

Certain types of items cannot be returned, like customised goods, custom cut lengths or custom swaged assemblies.  Please contact us if you have any questions or issues regarding your particular item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If you are approved, you will be instantly reimbursed using your original payment method. Please remember that it may take some time for your bank or credit card company to process and post your refund.