REFUND & RETURN POLICY

WE STAND BEHIND WHAT WE SELL

If you are not 100% satisfied with your purchase from TrailerDecking.com, you can return unused and unopened product for a replacement or refund. We make returns and exchanges as easy as possible. Please read the return information below for details on how to return your purchase.

SATISFACTION GUARANTEE

If you are not happy with your purchase, you can return items which are still in the original packaging and in resellable condition for a full refund with No Restocking Fees within five (5) days after receipt of your purchase. Nova USA Wood Products dba TrailerDecking.com is not responsible for return shipping costs.

We want you to be satisfied with any of our fine products, and we will do what we can to ensure that you have a great experience. If you experience any issue, please let us know by calling 1-855-274-8664 or emailing us at sales@trailerdecking.com.

We cannot accept returns more than five (5) days after receipt of your order.

RETURNING YOUR ITEMS

Please do not send items back without first receiving a Return Merchandise Authorization (RMA). You must first email sales@trailerdecking.com with your order number and the list of items you wish to return; we will not give you an RMA over the phone. If your items are eligible for return, you will then receive an email with your RMA number and the following instructions:

HOW TO RETURN

1. Read our full Terms of Return to determine if your product is eligible for return.

Please do not send items back without first receiving an RMA (see below). If you refuse your shipment at the time of delivery, all return shipping costs plus a refusal fee will be deducted from your refund amount.

Please note, we do not accept returns of: * Products which were received more than five (5) days after you first contacted us for an RMA. * Product not in original/resellable condition (product is damaged or used).

2. Request an RMA

You can request an RMA by emailing sales@trailerdecking.com. Please sure to provide us with the order number, part number, description, and quantity of the item(s) you wish to return.

3. Ship your items to us

Please carefully read and follow packing/shipping instructions:
To protect the item(s) during shipping, place ensure the product in its original packaging - this applies to boxes, crates or pallets.
If damage is incurred during shipping due to improper packaging, a full refund will not be issued. ALL PRODUCTS SHOULD BE SHIPPED BY GROUND. DO NOT SHIP BY AIR.
Do not write on or alter the original packaging in any way.

Include a copy of your RMA information with your shipment, and use your preferred GROUND ship method to send it the originating warehouse which will be clearly marked on the original paperwork and on the RMA paperwork we will send to you.

4. Receive confirmation your return has processed

Once your return is received and inspected, your refund will be processed and we will send you an email confirmation.

TERMS OF RETURN

There are a few key points to note before returning your items to us. Please do not send items back without first being issued an RMA. If you are unsure if your items can be returned, please check with us by calling 1-855-274-8664 or emailing us at sales@trailerdecking.com.

WE DO NOT ACCEPT RETURNS OF:

Product received more than five (5) days ago.
Product not in original/resellable condition (product is damaged or used).

REQUIRED

Product must arrive at TrailerDecking.com / Nova USA Wood Products in resellable condition – All returns are manually inspected, and the items must be in resellable condition. All returns must be unused and in complete packages. Stain products must be returned in their original reinforced, double-walled shipping box. If we receive product that is damaged or spilled due to improper packaging, a refund will not be issued.

REFUND NOTES

Refund amounts – Any refund or credit for exchange will be based on the value of the merchandise at the time of purchase. Shipping fees are not eligible for refund unless the merchandise is defective or a shipping error occurred.

Shipping costs – Shipping costs are the customer’s responsibility unless merchandise is being returned due to defect or an error on the part of TrailerDecking.com / Nova USA Wood Products.

DAMAGED PRODUCT, SHIPPING ERROR, OR DEFECTIVE PRODUCT

Please inspect your shipment thoroughly upon delivery and report any damage or errors ASAP. Please email photos of the damage or defect (if applicable) to sales@trailerdecking.com. Replacements for damaged goods will not be shipped until our support team has received photos of the damage.

YOU MUST NOTE ANY VISIBLE DAMAGE ON THE DELIVERY PAPERWORK - IF THERE IS VISIBLE DAMAGE FROM SHIPPING DO NOT SIGN THE DELIVERY PAPERWORK WITHOUT NOTING THIS DAMAGE.

If part of your order is incorrect or missing, please contact us immediately by email sales@trailerdecking.com. Please be ready to provide us with the order number, part number, description, quantity of the incorrect or missing item(s), and a photo (if applicable). If incorrect product was shipped to you, a return shipping label will be provided via email. Once the incorrect item has been shipped and we receive the outbound shipping paperwork, a no-cost replacement order will be shipped.

For products that appear to be defective within five (5) days of purchase, please contact us by email or phone to arrange for a no-cost replacement order to be shipped.



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