Refund policy
At PoseidonDeck, we stand behind the quality of our products and want our return and refund terms to be clear before you place an order.
As a general rule, we do not accept returns, exchanges, or refunds for non-quality reasons. If the product you receive matches the product and specifications you ordered, a request based on personal preference, incorrect selection, incorrect measurements, or change of mind is not considered a product-quality issue.
Standard Sheet Products
This section applies to standard EVA foam sheets, including ready-to-ship and DIY sheet products that are not manufactured to a customer's custom dimensions or design.
Non-quality returns, exchanges, and refunds are not accepted. This includes:
- Choosing the wrong color, pattern, size, thickness, quantity, adhesive, or backing option.
- Changing your mind after ordering or deciding that you no longer need the product.
- Personal preference regarding color, appearance, texture, or style.
- Ordering too much or too little material.
- Fitment problems caused by the customer's own measurements or planned application.
- Minor differences in appearance caused by screen settings, lighting, photography, normal production tolerances, or normal batch variation that do not constitute a material manufacturing defect.
If the sheet delivered matches the variant shown on your confirmed order, it is considered the correct product. For example, if a customer orders Muddy/Clay and later prefers Gray, this is a customer-selection issue and is not eligible for a return, exchange, or refund.
Products that have been cut, trimmed, peeled, installed, adhered, modified, washed, damaged, or otherwise used are also not eligible for a non-quality return.
Custom & Made-to-Order Products
This section applies to custom-sized, CAD-designed, engraved, cut-to-template, specially colored, personalized, or otherwise made-to-order products.
Custom and made-to-order products are not returnable, exchangeable, or refundable for non-quality reasons. These products are manufactured specifically according to the customer's selected or approved specifications and generally cannot be resold once production has begun.
The customer is responsible for reviewing and confirming:
- Dimensions and measurements.
- Drawings, templates, and layouts.
- Colors, patterns, thickness, and material selections.
- Logos, text, engraving, and other personalized details.
A fitment problem caused by incorrect customer-supplied measurements, templates, drawings, or customer-approved specifications is not considered a manufacturing defect.
A custom order cannot be canceled after CAD/design work, material preparation, cutting, engraving, personalization, or production has begun.
If we request corrected measurements, drawings, templates, or other production information because the information provided cannot be used, the customer must provide usable information within 7 calendar days. If production cannot proceed because the required information is not provided, PoseidonDeck may cancel the order. Where permitted by law, a 5% payment-processing, banking, and administrative fee may be deducted from the refund.
Quality Issues & PoseidonDeck Fulfillment Errors
If the problem is caused by PoseidonDeck, we will take responsibility for resolving it.
This includes:
- A confirmed manufacturing defect.
- Material shipping damage that occurred before or during delivery.
- PoseidonDeck sending a product, color, size, pattern, quantity, or other variant that does not match the customer's confirmed order.
Please report visible quality problems, shipping damage, missing items, or fulfillment errors within 7 calendar days after carrier-confirmed delivery.
Please provide:
- Your order number.
- Clear photos or video showing the entire product and the reported issue.
- Photos of the outer packaging and shipping label when relevant.
- A brief description of the problem.
- For custom products, the approved drawing, dimensions, or template when relevant.
If an issue is reasonably visible before installation, please contact us before cutting, trimming, peeling the adhesive backing, installing, gluing, engraving, or otherwise modifying the product.
If the issue is confirmed to be our responsibility, the available resolution may include a replacement, reshipment, exchange, partial refund, full refund, or an authorized physical return, depending on the circumstances. Because EVA boat flooring is large-format merchandise, PoseidonDeck may resolve a confirmed issue without requiring the product to be physically returned.
Order Cancellations
Standard sheet orders: A cancellation may be requested only before the order enters shipment processing and before a tracking number or shipping confirmation has been generated.
For an eligible customer-requested cancellation before shipment, a 5% payment-processing, banking, and administrative fee may be deducted from the refund where permitted by law.
Custom orders: A custom or made-to-order product cannot be canceled once design work, material preparation, cutting, engraving, personalization, or production has started, even if a tracking number has not yet been issued.
Once a standard order has entered fulfillment, a tracking number has been generated, or the shipment has been handed to the carrier, the order can no longer be canceled.
If PoseidonDeck cancels an order because we are unable to fulfill it, the customer will receive a full refund without the 5% customer-cancellation deduction.
Return Shipping & Return Costs
When PoseidonDeck is responsible: If we require a physical return for a confirmed manufacturing defect, shipping damage, or fulfillment error caused by us, PoseidonDeck will cover the approved return-shipping cost.
Non-quality issues: Because non-quality returns are not accepted as a standard return option, customers should not send a product back without prior written approval.
In a rare case where PoseidonDeck agrees in writing to make an exception and accept an otherwise ineligible return, the customer is responsible for the actual return-shipping and reverse-logistics costs unless applicable law requires otherwise.
EVA boat flooring is large-format merchandise. Reverse-logistics costs commonly start at approximately US$120 per return shipment and may be higher depending on package dimensions, weight, destination, carrier, and service level.
The US$120 amount is a logistics-cost reference only and does not create a right to return a non-returnable product.
For a rare discretionary return that PoseidonDeck approves in writing, a rehandling or restocking deduction of up to 20% may apply if the product requires repackaging, reconditioning, additional handling, or is no longer in its original resale-ready condition, where permitted by law.
Unauthorized returns, refused deliveries, customer-requested carrier returns, and return-to-sender shipments do not automatically qualify for a refund. Any refund, if approved after the returned shipment is received and reviewed, may be reduced by actual shipping, reverse-logistics, handling, or other lawful costs.
How to Request After-Sales Support
Please contact PoseidonDeck before returning any product.
- Email support@poseidondeck.com with your order number and a description of the issue.
- Provide clear photos or video and any other requested supporting information.
- We will review the case and confirm the available resolution.
- If a physical return is required, we will provide written authorization, the correct return address, and approved shipping instructions.
Products sent back without prior written authorization are not considered approved returns.
Refund Processing Time
If no physical return is required: Once a refund is approved, PoseidonDeck normally initiates the refund to the original payment method within 7 business days.
If a physical return is required: We normally inspect the authorized return within 3–5 business days after it is received. Once the refund is approved, PoseidonDeck normally initiates the refund within 7 business days.
After PoseidonDeck initiates the refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account.
Claims Reported After 7 Days
The 7-day period is our standard customer-service reporting window for visible manufacturing defects, shipping damage, wrong items, missing items, and fulfillment errors.
A claim first reported after 7 calendar days is not part of our standard return window. We may still review a later claim if the circumstances indicate a latent manufacturing defect, an applicable written warranty obligation, or a consumer right that cannot legally be excluded or limited.
We may request evidence showing that the issue was not caused by incorrect measurements, cutting, installation, improper surface preparation, unsuitable installation surfaces, misuse, accident, improper cleaning, chemical exposure, normal wear, or third-party modification.
Mandatory Consumer Rights
Nothing in this policy limits, excludes, restricts, or waives any consumer right, legal guarantee, withdrawal right, or remedy that cannot lawfully be excluded or restricted under applicable law.
Where applicable law gives a customer a mandatory right to withdraw from or return an eligible distance-sale purchase, that statutory right will apply even if this policy otherwise states that non-quality returns are not accepted. Custom, made-to-order, or clearly personalized products may be excluded from such withdrawal rights where applicable law provides an exception.
Contact Us
PoseidonDeck Customer Support
Email: support@poseidondeck.com