Warranty

At DECKO, we stand behind the quality and durability of our products. Each product is backed by a robust warranty to provide our customers with confidence and peace of mind. Below are the warranty terms and conditions for our product lines.

General Warranty Overview

Residential Use: 10-year warranty
Commercial Use: 7-year warranty
Verdure Gardens Artificial Green Walls: 5-year or 5000 UV Hour warranty for both residential and commercial use

These warranties apply only when products are installed as per DECKO specifications and used in a conventional manner. The warranty covers replacement of defective products but does not include labour or shipping costs associated with replacement.

Product-Specific Warranty Terms

DECKO Deck Tiles

Residential Use: 10-year warranty
Commercial Use: 7-year warranty

Durability: Resistant to cracking, splintering, bowing, and infestations of wood borers or termites.
Usage: Designed for outdoor use with normal exposure to sunlight and weather.
Water Exposure: Not designed to remain submerged in water or in areas that cannot adequately dry for extended periods. Any defects resulting from prolonged exposure to standing water or insufficient drainage are not covered under this warranty.
Exclusions: Normal wear and tear, including minor fading, scratches, or non-structural splits, are not covered.

SPC Flooring

Residential Use: 10-year warranty
Commercial Use: 7-year warranty

Usage: For interior use only.
Water Resistance: SPC Flooring is made of a stone polymer composite, making it resistant to water with watertight Patented Unilin joints. Certified E3 Water Certified - Click Here to Download
Installation Compliance: Installation must comply with local building codes for floating floors. Failure to adhere to these requirements will void the warranty.
Durability: The product is highly durable and scratch-resistant under standard use conditions.
Warranty Coverage: Proper installation as per DECKO guidelines is mandatory to ensure warranty validity.

DURANE Garage Tiles

Residential Use: 10-year warranty
Commercial Use: 7-year warranty

Usage: Designed for undercover and indoor applications.
UV Resistance: Limited UV resistance; exposure to direct sunlight may result in faster fading, which is not covered under the warranty.
Durability: Resistant to cracking, bowing, and standard garage use conditions.
Exclusions: Damage caused by misuse, heavy chemical exposure, or improper installation is not covered.

Soundscape Acoustic Wall Panels

Residential Use: 10-year warranty
Commercial Use: 7-year warranty

Usage: For indoor use only.
Water and Moisture Exposure: Exposure to water, excessive moisture, or outdoor conditions may cause structural damage, which is not covered under the warranty.
Warranty Coverage: Ensures material integrity when installed and maintained according to DECKO guidelines.
Exclusions: Wear and tear caused by improper use, impacts, or environmental factors is not covered.

Verdure Gardens Artificial Green Walls

Verdure Gardens Artificial Green Walls: 5-year or 5000 UV Hour warranty for both residential and commercial use

Warranty Period: Backed by a 5-year or 5000 UV Hour warranty for UV resistance and durability under standard indoor and outdoor conditions.
Coverage: Includes manufacturing defects such as warping, cracking, or detachment of foliage.
Exclusions: Normal fading over time in outdoor applications is considered wear and tear and is not covered.
Installation and Maintenance: Must be installed and maintained as per DECKO guidelines to ensure warranty validity.

Conditions Not Covered by Warranty

Normal wear and tear, including but not limited to scratches, fading, discoloration, dirt accumulation, or stains.
Slight variations in color between batches or due to exposure to sunlight and weather.
Damage caused by:
- Improper installation not adhering to DECKO guidelines.
- Non-conventional use or failure to follow local building codes.
- Physical or natural disasters.
- Environmental influences such as air pollution, mould, dirt, grease, etc.
- Exposure to rust, solvents, heavy-duty cleaners, barbecues, or fires.
- Abuse, neglect, or inappropriate handling/storage.

How to Make a Warranty Claim - Contact Us

If you encounter any issues with your DECKO product that you believe fall under the warranty terms, please contact our support team at sales@deckodiy.com Be prepared to provide:

Proof of purchase
Installation details and photos
Description and images of the defect

Our team will assess the claim and guide you through the next steps.

These warranty terms reflect DECKO's commitment to delivering quality products while ensuring transparency and fairness for our customers. If you have any questions or require further assistance, please reach out to our customer service team.

Policies

Privacy Policy

This Privacy Policy outlines how we collect, use, and share your personal information when you visit or make a purchase from decko.com.au (the "Site").

Personal Information Collection

We collect information about your device, including your web browser, IP address, time zone, and installed cookies. We also gather information about your browsing activities on our Site, such as viewed web pages or products, referring websites or search terms, and user interactions. This is referred to as "Device Information."

When you make a purchase, we collect your name, billing and shipping addresses, payment details, email address, and phone number, referred to as "Order Information."

How We Use Your Personal Information

We use Order Information to fulfill orders, process payments, arrange shipping, and provide invoices or order confirmations. We also use it to communicate with you, screen for potential risk or fraud, and, when appropriate, provide information or advertising about our products or services.

Device Information helps us screen for potential risk and fraud and improve our Site by analyzing customer interactions and evaluating our marketing and advertising campaigns' success.

Sharing Your Personal Information

We share your Personal Information with third parties to help us use it as described above. For example, we use Shopify for our online store (see Shopify's privacy policy) and Google Analytics to understand how customers use our Site (see Google's privacy policy). You can opt-out of Google Analytics here.

We may also share your Personal Information to comply with laws and regulations, respond to lawful requests for information, or protect our rights.

Behavioral Advertising

We may use your Personal Information to provide targeted advertisements or marketing communications that we believe may interest you. To learn more about how targeted advertising works, visit the Network Advertising Initiative's educational page. You can opt-out of targeted advertising through the provided links for Facebook, Google, and Bing, or by visiting the Digital Advertising Alliance's opt-out portal.

Do Not Track

We do not alter our Site's data collection and use practices when we see a Do Not Track signal from your browser.

Your Rights

European residents have the right to access, correct, update, or delete their personal information. To exercise this right, contact us using the information below. Your information may be transferred outside of Europe, including to Canada and the United States.

Data Retention

We will maintain your Order Information for our records unless you request its deletion.

Changes

We may update this privacy policy to reflect changes in our practices or for operational, legal, or regulatory reasons.

Returns and Refund Policy

We offer full refund for returned orders in original boxes for 14 days. After 14 days $9/box restocking fee applies.

We also offer refund for individual items in open boxes or custom packaging with 25% restocking fee.

We ask that you report to Customer Service the receipt of a damaged product within 48 hours of delivery and do not discard the damaged item and its packaging. If you fail to report damages with photos in this time frame, we won't be able to file a claim with the carrier which means we can't accept responsibility for the damages.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@deckotiles.co. If your return is accepted, we’ll send you a return shipping label, or sending instructions for drop off at warehouse or courier depo.

The return freight cost is paid by customer, except one sample box of 11 tiles/address if purchased as Sample Box.

Damages and issues
Please inspect your order upon receiving and contact us immediately sending photos if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. sales@deckotiles.co

Refunds
We will notify you once we’ve received and inspected your return by email. You’ll be automatically refunded on your original payment channel. Please remember it can take few days for the payment platforms and your bank or credit card company to process and post the refund too.

Shipping Policy

At DECKO, we strive to provide our customers with the best possible shipping experience. To ensure fast and reliable delivery, we have three warehouses located in Dallas (Texas), Riverside-LA (California), and Wilkes-Barre (Pennsylvania).

We use a variety of trusted shipping partners, including UPS, FedEx, and USPS, to deliver your orders as quickly and efficiently as possible. Shipping prices will be calculated at checkout based on the weight, size, and destination of your order. In general, our standard delivery times are between 2-5 business days for domestic shipments, but please note that shipping times may vary depending on the destination.

When you place an order with us, we will ship it from the warehouse closest to your location to ensure the fastest delivery possible. However, please note that some items may be shipped from a different warehouse, which could result in separate packages and different delivery times.

If you need to make changes to your shipping address or have any special delivery instructions, please contact us as soon as possible so we can make the necessary adjustments. We are not responsible for orders that are delivered to an incorrect or outdated address.

In the unlikely event that your order is lost or damaged during shipping, please contact us immediately so we can investigate and resolve the issue. We may require additional information, such as photos of the damaged item, to process your claim.

We are committed to providing our customers with exceptional shipping services and will do everything possible to ensure that your orders are delivered to you in a timely and safe manner. If you have any questions or concerns about our shipping policy, please do not hesitate to contact us.

Shipping Policy - Order Cancellation and Refunds (USA)

In accordance with applicable consumer protection laws in the United States, we reserve the right to cancel and refund any orders in the event that shipping to a specified location is deemed unrealistic due to excessive shipping costs, accidental pricing issues, unauthorized discounts, or other unforeseen circumstances, including but not limited to natural disasters, even if the website has automatically generated a shipping cost and the customer has completed payment.

In such cases, we will notify you promptly and issue a full refund for your purchase, including any shipping fees paid. Our commitment is to provide exceptional service and products to our customers, and we will always strive to find the most efficient and cost-effective shipping solutions. However, if we determine that fulfilling an order is not feasible or practical, we will exercise our right to cancel and refund the order in compliance with the applicable consumer protection laws.

By placing an order on our website, you acknowledge and agree to this policy. If you have any questions or concerns about our Shipping Policy or any specific order, please contact our customer support team, and we will be happy to assist you.

Warranty and Policies