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Returns, Refunds and Exchanges
Deck Plans
Because we produce and ship Deck Plans in response to individual orders, we cannot honor requests for refunds. However, you can exchange your entire order of deck plans, including a single set if you order just one, for a set of another design. All exchanges carry an additional restocking fee of $15.00 plus $7.00 for shipping and handling if they're sent Regular Service; $8.00 for Priority Mail and $29.00 for Next Day.Software
Decks USA will replace, at no charge to you, including Shipping and Handling, any damaged or defective CD-ROMs for all of our software products. Follow the instructions, included with the software package, for returning our software products for replacement.Due to the industry specific nature of our software products, Decks USA does not issue refunds for software. All Software Sales are Final.
Hardware
Deck hardware is returnable and exchangeable. (1) shipping and handling charges are not refundable. (2) a 25% restocking fee will be applied and deducted from any issued refund.Contractor Support Program
Due to the Industry Trade Secrets contained in the Contractor Support Program it is not returnable or exchangeable. All Sales are Final.Custom and Modified Deck Plans
Custom Deck Design Projects and Deck Plan Modification Projects require a significant amount of computer drawing time and calculations. They are unique by nature and design are not returnable or exchangeable once the project is initiated and started. All Sales are Final. However, If a refund request is submitted and received by us, before any work or drawing has been started on your project, we may issue a refund for the full amount less a 4% Processing Fee and $15.00 Service Charge. If the Rendering portion of your project has been completed, but not the final Structuring phase, we may issue a partial refund, upon receiving a submitted refund request, of up to 40% less a 4% Processing Fee and $15.00 Service Charge. Once the project is completed it is not returnable, exchangeable, or refundable.Construction Details
Deck accessory construction details, including the Stair Guide Kit, are not returnable or exchangeable.
NOTE: If Decks USA determines that there is sufficient cause for issuing a refund: (1) shipping and handling charges are not refundable. (2) a 25% restocking fee will be applied and deducted from any issued refund. (3) A Processing Fee, not to exceed 4%, and/or a Service Charge, not to exceed $15.00, may be applied and deducted from any issued refund. Requests submitted for refunds are based on a case by case scenario.
NOTE: All Return-Refund Requests must be postmarked no later than ten (10) days after purchase date and must include a signed Product Return-Refund Request Form.
All PROPERLY COMPLETED Returns and Refunds are processed within ten (10) business days of receipt of returned merchandise and/or Signed Product Return-Refund Request Form. It may take up to two (2) credit card statements for a Refund or Credit to appear on your account.