Return Policy

01What this policy covers

This policy applies to composite fence materials purchased from StackFence — boards, posts, rails, caps, gates, and hardware — whether you bought them supply-only or as part of an installed project.

• Free samples aren’t part of this policy. They’re yours to keep, no return needed.
• Warranty claims are handled separately from returns. See Warranty below.

02Returning unused stock materials

You have 30 days from the delivery or pickup date to request a return on standard, in-stock items. To qualify:

• Items must be unused, undamaged, and in their original packaging.
• You’ll need a receipt or order number as proof of purchase.
• Approved returns are subject to a 15% restocking fee, deducted from your refund.

If a return is our error or the item arrived defective, we cover the freight. Otherwise, return shipping — or delivery back to our Nelson yard — is the customer’s responsibility. Composite materials are heavy and bulky, so talk to us before shipping anything and we’ll advise the safest, lowest-cost way to send it.

03Special-order, custom-cut, and bulk orders

Because we source and produce these to order, they can’t be returned or canceled once production or ordering has started:

• Custom-cut boards, posts, or panels sized for a specific project
• Special-order colors or quantities, including full-container and bulk orders
• Any material that has been modified, cut, or installed

Not sure about color or fit? Order free samples first — that’s exactly what they’re for.

04Damaged or defective items

Inspect your order at delivery. If anything is damaged in transit, note it on the delivery receipt when you can, and contact us within 5 business days with photos.

• We’ll replace or refund any item that arrives damaged or defective at no cost to you — no restocking fee.
• For freight damage, photos of both the packaging and the product help us file the carrier claim quickly.

05Installed fencing

Once materials are installed, they can’t be returned. At that point your coverage comes from your warranty, not this return policy:

• 20-year limited material warranty — covers defects in the composite materials, such as fading, warping, and splintering.
• 1-year workmanship warranty — covers StackFence installation work, such as leaning posts, sagging gates, or loose hardware.

If something’s wrong with an installed fence, start a warranty or parts request instead of a return.

06Canceling an order

• Before we’ve ordered or produced your materials: full refund of any deposit.
• After a special-order or container order is placed: deposits may be non-refundable to the extent we’ve already committed to materials on your behalf. We’ll always tell you what’s recoverable before you commit.
• For scheduled installations: cancellation terms follow your written project agreement and quote.

07How to start a return or report a problem

1. Contact us by phone or email with your order number and a short description. Include photos for any damage or defect.
2. We’ll confirm whether the item qualifies and send you return instructions — or the next step for a warranty claim.
3. Ship the item back or drop it at our Nelson yard. Once we receive and inspect it, we process your refund.

08How refunds are processed

• Refunds go back to your original payment method.
• Expect your refund within 5–10 business days after we receive and inspect the returned items, or confirm a defect from photos. Your bank may take a few extra days to post it.
• Any restocking fee is shown clearly before we process the refund.

09Warranty is separate from returns

This return policy is separate from your product and workmanship warranties. Materials carry a 20-year limited material warranty, and StackFence installations carry a 1-year workmanship warranty. Full warranty terms and parts or replacement requests are handled on our Parts & Warranty page.

10Questions? Talk to a real person.

The fastest way to sort out a return is to reach out directly. We pick up Monday through Saturday.