Returns Policy
Last updated: 10 March 2026
1. Wholesale Return Conditions
As a B2B supplier, our return policy differs from our retail store. Wholesale returns are generally only accepted for defective or damaged goods. All return requests must be submitted in writing to [email protected] and require approval before any goods are returned.
Products must be in their original, unopened packaging to be eligible for a return. DeckSentry reserves the right to refuse returns that do not meet these conditions.
2. Damaged or Defective Goods
Upon receipt of your order, please inspect all packages immediately. Any claims for shortages, damage, or defective goods must be made within 5 business days of delivery. To file a claim, email [email protected] with:
- Your order number
- Clear photographs of the damaged or defective items
- A description of the issue
For verified defective or damaged goods, DeckSentry will arrange a replacement shipment at no additional cost to you. We cover return shipping for defective items.
3. Restocking Fees
In the event that a non-defective return is authorised by DeckSentry, a restocking fee of 20% of the order value will be applied. The customer is responsible for all return shipping costs. Returned goods must be received in their original, unopened condition within 14 days of the return authorisation being issued.
Refunds for approved non-defective returns will be processed within 10 business days of receiving the returned goods, minus the restocking fee, to the original payment method.
4. Order Cancellation
Wholesale orders may only be cancelled prior to dispatch. Once an order has been fulfilled and shipped, it is subject to our standard wholesale return conditions outlined above. To request a cancellation, contact us as soon as possible at [email protected].
5. Refund Processing
Approved refunds for defective goods are processed within 5 business days of DeckSentry receiving the returned items. Refunds are applied to the original payment method. Please note that your bank or payment provider may take additional time to credit your account.