Refund policy
Last updated: July 2026
At dekn, we take pride in manufacturing high-quality timber products that are made specifically for each customer. Please read this policy carefully before placing your order.
Made-to-Order Products
Most dekn products are manufactured to order and may be produced to your selected size, configuration, finish or specification.
As these products are made specifically for you, your right to cancel under the Consumer Contracts Regulations may not apply once production has begun.
This does not affect your statutory rights if goods are faulty, not as described or not fit for purpose.
Cancellations
You may cancel your order at any time before production begins.
Once manufacturing has started, materials and labour have been committed specifically to your order, and cancellation may no longer be possible.
If you need to cancel an order, please contact us as soon as possible.
Delivery Inspection
Please inspect your order as soon as it is delivered.
If your order has been damaged during transport or you believe any items are missing, please notify us within 48 hours of delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging (where applicable)
Reporting damage promptly allows us to investigate and make a claim with the delivery company where necessary.
Faulty or Incorrect Products
If you believe your product has a manufacturing defect or you have received the wrong item, please contact us as soon as possible.
Where appropriate, we will inspect the issue and may offer a repair, replacement or refund in accordance with your statutory rights.
Returns
Returns will only be accepted where:
- the product is faulty;
- the product is not as described;
- the incorrect product has been supplied; or
- we have agreed the return in writing.
Products must not be installed, altered, treated or modified before a return has been agreed, as this may affect your eligibility for a refund or replacement.
Natural Timber
Our products are manufactured from natural timber.
As timber is a natural material, every product is unique. Variations in grain, colour, knots and texture are normal and form part of the natural appearance of the wood.
During its lifetime, timber may naturally:
- Expand and contract
- Develop small surface splits or cracks
- Weather and change colour
- Contain knots and grain variation
These natural characteristics are not considered manufacturing defects.
Installation & Maintenance
Products must be installed correctly and on suitable foundations in accordance with any installation guidance provided.
We cannot accept responsibility for damage caused by incorrect installation, inadequate foundations, misuse, neglect or lack of maintenance.
Regular treatment and maintenance will help maximise the lifespan and appearance of your timber product.
Refunds
Where a refund has been approved, it will be issued using the original payment method.
Refunds are normally processed within 14 days of receiving the returned goods, or within 14 days of agreeing that a return is not required.
Contact Us
If you have any questions about this policy or wish to report a problem with your order, please contact us:
dekn
Email: david@dekn.co.uk
Phone: 07565 829375