Our aim is for you to be 100% satisfied with your purchase and thanks to our logistical systems and attention to detail, returns are very rarely required. The main reasons for returns are listed below, however we understand there may be other reasons that you may need to return goods to us.
Incorrect Measurements
If you supply measurements which later prove to be incorrect, we are unfortunately unable to offer a refund due to the fact that our doors are made to your specifications (The ‘right to cancel’ under the Consumer Protection (Distance Selling) Regulations 2000 does not apply in relation to goods made to a consumer’s specification). We therefore ask that you please take the time to read our Measuring Guide and double check your measurements before ordering. If you are not confident in taking the measurements yourself, you may be interested in our professional, guaranteed measuring and/or installation service.
If you purchase our measuring service and measurements later prove to be incorrect; providing that you report the fact to us within 28 days of receipt (14 days for business customers) and that goods are returned as outlined in our Terms & Conditions, we will issue a full refund to you via your original payment method.
Goods Faulty upon Arrival
If you are reporting goods that were faulty on arrival within 28 days of receipt (14 days for business customers) and providing that goods are returned as outlined in our Terms & Conditions, we will issue a full refund to you via your original payment method.
Goods Damaged During Delivery
If your goods were damaged in transit, you should report it to us within 7 days. If goods are visibly damaged on receipt, we recommend that you state this on the delivery note accordingly. Provided that damaged goods have been collected and received by us and that they have been returned as outlined in our Terms & Conditions, we will issue a full refund to you via your original payment method.
Changed Your Mind?
Please Note: The ‘right to cancel’ under the Consumer Protection (Distance Selling) Regulations 2000 does not apply in relation to goods made to a consumer’s specification (e.g. our composite doors).
For goods not subject to the above exception (e.g. accessories), if you are a private customer (not applicable to business customers) and have changed your mind, then, provided that the goods have not been in your possession for over 10 days, then you are entitled to return the goods to us for a full refund on condition that you take reasonable care of the goods until they are returned to us as outlined in our Terms & Conditions. In particular this means that you will:
- not open any internal packaging.
- return in good condition all packaging, fixings etc.
- return the goods in a condition that would enable us to resell them as new.
Please note that ALL return carriage costs (i.e. the cost of your returning the goods and our delivering your replacement) are the responsibility of the customer.
Arranging a return
To arrange the return of an item you have purchased from please contact us to obtain an RMA number. Please do not return anything without a valid RMA number.
Product Return Terms & Conditions
We reserve the right to levy an administration charge in respect of the rotation of Products and returns.
Returns must be made subject to the following:
- Prior authority having been obtained from us which will be given at our sole discretion;
- The request for the return must be made within 14 days of the date of invoice and the Products in issue must be returned within 14 days of the authority to return;
- Subject to our stock rotation policy;
- The Products must be properly packed;
- The Products must be in a saleable condition; and
We reserve the right to reject any Products which do not comply with the conditions of our Terms & Conditions of Trade.
