Returns & Refunds Policy.
Our refund policy is only on a return to our factory basis after The Company has accepted a return is necessary and the customers has our official returns docket.
Once applied return schedules can be made with our offices. Upon receipt at our factory the product will be examined and if damage is identified that has occurred after our delivery and signed Delivery Note which confirms that the product has been received in good condition. In such cases the refund will be cancelled. It is important to protect the customers own interests that all goods are inspected properly before accepting them. If there is a genuine fault then it will be taken back to the factory for rectification.
No acceptance requiring refunding the customer will be made without giving the Company reasonable opportunities to rectify any problems.
Late delivery is not a breach of contract.
Any defects must be reported prior to accepting delivery.
Full terms and conditions of sale are available prior to order by request. All orders have our T&Cs printed on the back which should always be read before signature.
Returns & Refunds Policy
Last updated: [Date]
1. Overview
We want you to be happy with your new doors. This policy explains when and how you can return products and request a refund.
2. Eligibility for Returns
You may be eligible for a return if:
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The product is faulty or damaged on arrival.
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We delivered the wrong item.
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The product does not match the description you were given.
Because our doors are often made to order / bespoke, returns may not be accepted if:
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The door was made to your specific measurements or design.
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You simply change your mind after the order is confirmed.
3. Time Frame
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You must contact us within [X days, e.g. 14 days] of delivery to request a return.
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Returned items must reach us within [X days, e.g. 28 days] from the date of delivery.
4. Condition of Returned Items
To qualify for a refund, items must:
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Be unused and in their original condition.
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Include all hardware, parts and packaging where possible.
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Be securely packed for transport.
5. Non-Returnable Items
We cannot accept returns for:
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Bespoke, made-to-measure or personalised doors.
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Items damaged due to incorrect installation, misuse or neglect.
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Clearance or “special offer” items clearly marked as non-returnable.
6. Return Process
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Contact us at [email/phone] with your order number and photos (if damaged or faulty).
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We will confirm whether your item is eligible for return.
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We will arrange collection or advise where to send the item back.
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Once inspected, we’ll confirm your refund or next steps.
7. Return Costs
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If the product is faulty, damaged or incorrect, we will usually cover reasonable return costs.
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If you are returning for any other reason (where allowed), you may be responsible for collection/return costs.
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For large or heavy doors, additional collection charges may apply.
8. Refunds
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Approved refunds will be processed to your original payment method within [X days, e.g. 7–14 days] after we receive and inspect the returned item.
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Delivery/installation fees are [refundable / non-refundable – choose one] unless required by law.
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If an item shows signs of use or damage not reported, we may reduce the refund amount accordingly.
9. Exchanges & Remakes
Where possible, we may offer:
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A replacement door.
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Repairs or adjustments.
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A partial refund or discount on a future order, by agreement.
10. Installations & Surveys
If your order includes a survey or fitting service:
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Missed appointments or last-minute cancellations may incur a fee.
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Issues caused by incorrect information provided at survey may affect your refund rights.
11. Your Statutory Rights
Nothing in this policy affects your statutory rights under UK law.
12. Contact Us
If you have any questions about this Returns & Refunds Policy or want to start a return, contact us:
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Email: [your email]
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Phone: [your phone]
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Address: [your business address]