Returns & Refunds Policy
We hope you are happy with your purchase. However, should you need to return an item, please contact us before sending any products back.
Consumer Returns
If you purchased online as a consumer, you may cancel your order within 14 calendar days of receiving it.
After notifying us, the products must be returned within a further 14 days.
Products must be unused, uncut, uninstalled and in a clean, resalable condition. You may be responsible for any reduction in value caused by excessive handling, damage, incorrect storage or installation.
Return Costs
Customers are responsible for arranging and paying for unwanted returns.
Decking and cladding products are long and bulky and may require specialist transport. You may arrange your own return or ask us for a collection quotation.
Our collection charge normally starts from £200, depending on the delivery location, order size and access requirements. The agreed collection cost will be deducted from your refund.
Refunds
Once the returned products have been received and inspected, approved refunds will normally be processed within 14 days.
For eligible consumer cancellations, we will refund the returned product value and the cost of our least expensive standard delivery option.
Enhanced, timed or express delivery charges are not refundable.
Refunds will be issued using the original payment method.
Damaged, Incorrect or Faulty Products
Please inspect your order as soon as possible after delivery.
Damaged, missing or incorrect products should be reported within 48 hours where possible. Please provide your order number and clear photographs of the products, packaging and labels.
Do not cut or install any product that appears damaged, incorrect or defective before contacting us.
Your statutory rights regarding faulty or misdescribed goods are not affected.
Products We Cannot Normally Accept
Unless faulty or incorrectly supplied, we cannot normally accept returns of:
- Cut, drilled, altered or installed products
- Bespoke or specially ordered products
- Damaged, dirty or incorrectly stored products
- Clearance products where the defect was disclosed
- Products contaminated with paint, cement, adhesive, oil or chemicals
Colour and Appearance
Composite decking and cladding may have natural variations in colour, grain and texture. Product colours may also appear different depending on lighting and screen settings.
We recommend ordering a sample before placing a full order and purchasing all materials for one project at the same time to reduce batch variation.
Trade and Business Returns
Consumer cancellation rights do not normally apply to business or trade purchases.
Trade returns are accepted only with our prior written approval. Return transport costs, collection charges and a restocking fee of up to 10% may apply.
Contact Us
To request a return or report a problem, please contact:
Ceta Group Ltd
Redlands Farm
Station Road
Baldock
SG7 5RN
Email: sales@cetadecking.co.uk
Telephone: 0800 688 9794
Please do not return products without contacting us first.
Nothing in this policy affects your statutory rights.
