Right to Cancel (Statutory Cooling–Off Period)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receipt without giving a reason. This applies only to standard stock items purchased online.

Notification of Intent to Cancel

To exercise your right to cancel, you must provide a clear, written statement via email to [email protected].

• We do not accept cancellations via telephone or social media.
• Your email must include your order number and a list of the specific items you wish to return.
• Once notified, you have a further 14 days to ensure the goods are returned to our warehouse.
  
  

Logistics and Return Shipping Costs

The cost and arrangement of return shipping are the sole responsibility of the customer.

• Specialist Freight: Due to the weight and fragile nature of internal and external doors, they cannot be sent via standard couriers (e.g., DPD, DHL).
• Cost Estimate: Returns must be handled by a specialist palletised freight carrier. Please be aware that insured pallet collection typically costs between £85.00 and £150.00 per pallet, depending on your UK location.
• Liability: The goods remain your responsibility until they are signed for by our warehouse team. We strongly recommend using a tracked, fully insured service.
  

Packaging and Condition Requirements

To protect the business and ensure the safety of the products, we enforce strict return conditions:

• The Original Pallet: All doors must be returned secured to the original pallet they were delivered on. For insurance reasons, our freight partners will not collect loose doors or items not properly strapped to a pallet.
• Unnecessary Handling: You may inspect the goods as you would in a shop, but any “unnecessary handling” that reduces the value of the product will result in a deduction from your refund.
• Deductions: If the original protective packaging is removed, or if there are signs of damage incurred whilst in the customer’s possession, we reserve the right to deduct up to 50% of the refund value to reflect the diminished resale value of the item. If there is evidence of installation (such as hinge cut–outs or screw holes), the return will be rejected. In such cases, no refund will be issued, and the customer will be responsible for arranging the collection of the goods from our business address at their own expense.
  
  

Faulty or Damaged Goods

In the unlikely event that an item is faulty or damaged in transit, you must notify us at [email protected] within 48 hours of delivery.

• We require photographic evidence of both the damage to the product and the condition of the packaging.
• Please do not attempt to install or work on a door that you believe to be faulty, as this constitutes acceptance of the goods.
  
  

Exclusions (Special Orders)

The right to cancel does not apply to products that are “Special Orders.” This includes:

• Doors manufactured or cut to your specific dimensions (Bespoke sizes).
• Doors with custom factory–applied finishes or glass options.
• Items specifically ordered on your behalf that are not part of our standard stock range.

No returns or cancellations will be accepted after 30 days from the invoice date.