Returns Policy

MODIFICATION OF THESE TERMS OF USE

Alpha Decking reserves the right to change the terms, conditions, and notices under which the Alpha Decking Web Site is offered, including but not limited to the charges associated with the use of the Alpha Decking website.

All refunds will be credited to the original payment card used to make the order. Refunds take 3-5 working days to be processed, the time it takes to appear in your account depends on your banks processing time.

‍RETURNS

5.1 We hope that you will be delighted with your order, however, we understand that there are occasions where you may wish to return items and we are happy to assist according to the Consumer Rights Act of October 2015.

5.2 You must notify us of your wish to return any goods to us within 14 days of receipt of the goods. They must be unused and in the same perfect re-sellable condition as when delivered. Please call our Customer Support team either by email info@alphadecking.com or calling 020 3011 1661 stating your reason for return. In the case of a damaged product, please do send over images where possible for us to pass on to quality control.

5.3 If your order arrived in separate deliveries, you have until 14 days from delivery of the last item in that order.

5.4 You then have a further 14 days to return the goods to us. We will provide you with a returns form which must be attached to the goods being returned. Returns will be at the cost of the buyer not the seller.

5.5 If requested, Alpha Decking can arrange the collection of items, this may incur a surcharge which can be taken off an eligible refund amount. For large collections (that cannot be sent via a standard courier service) there will be a minimum £150 collection surcharge for collections in England and Wales and a £300 collection surcharge for collections in Scotland.

5.6 Once received we shall inspect any returned goods for quality and defects. Subject to the goods being returned in perfect re-sellable condition, we shall issue you with a credit note for the full purchase price (excluding any delivery costs). In the event the returned goods are damaged or otherwise returned in less than brand-new condition, we may offer a pro-rata credit note calculated at the seller’s sole discretion and with reference to the re-sale value of the goods, but we can withhold the right to any refund. Items can be returned back to Alpha Decking so long as they are in the condition they were delivered to you.

5.7 For any products returned that were originally purchased by a business (i.e. a sole trader or incorporated entity) in accordance with clause 5.5, there will be a re-stocking fee of 15%, with a minimum handling fee payable by the buyer of £50 per consignment.

5.8 A refund can only be credited back onto the original card or bank account used to purchase the goods and will be issued within 14 days of receiving your goods in re-sellable condition.

5.9 For non-business, retail buyers, we will only refund standard delivery charges if the whole of the order is being returned. If you opted for a special delivery service, we will only refund you for a standard delivery service. If your delivery was free then you will not receive any refund for this. If you are only returning part of your order then you will not receive any money back for delivery costs.

5.10 Please be advised that if an item is returned to us after our returns period has ended, and/or without advising us first, then we can only offer a credit note, we are unable to offer a full refund.

5.11 Where the buyer returns goods which were originally purchased using a credit card, the seller shall be entitled to deduct 3% of the purchase price from the value of any refund on account of the credit card surcharges incurred by the seller.

‍DAMAGES

5.13 All and any damage(s) should be reported to us via email prior and before to any installation or use of the product(s). This ensures both parties have a fair opportunity to address genuine pre-existing damages.

5.13b All items should be stored as per the companies recommendations and guidelines set out within our installation guides to avoid any potential damages.

5.13c Any damages occurred during delivery due to there not being any suitable place to store the products will be the customers responsibility. The customer shall take full responsibility for where the products are requested to be left and unloaded. Delivery photos will be taken as proof of where the customer wanted deliveries to be left.

5.14 Once products are cut, modified, installed and/or used any resultant damage will fall outside of our remit of responsibility where it does this conflict with our residential warranties.

5.15 If your item is found to be damaged or faulty upon delivery and before use and you have requested a replacement, we will send this replacement free of postage and packing charges.

RIGHT TO CANCEL

6.1 The buyer must inform the seller as soon as possible of their intention to cancel an order:(i) The buyer has the right to cancel this contract any time before 3pm on the last working day prior to the agreed delivery date of the goods without giving any reason. The cancellation period will expire at 3:01pm on the last working day prior to the agreed date of delivery;(ii) To exercise the right to cancel, the buyer must inform the seller by e-mail to info@alphadecking.com of the decision to cancel this contract by a clear statement (e.g. a letter sent by e-mail). To meet the cancellation deadline, it is sufficient for the buyer to send a communication concerning the exercise of the right to cancel before the cancellation period has expired.

6.2 If the buyer cancels this contract, the seller will reimburse to the buyer all payments received (excluding any credit card surcharges).

6.3 The seller will make the reimbursement not later than 14 days after the day on which the seller was informed about the buyer’s decision to cancel this contract. The seller will make the reimbursement using the same means of payment as the buyer used for the initial transaction.