Returns Policy

Returns

We will accept whole orders, except special orders, back unopened in the original packaging for whatever reason within 3 days of receipt. You will need to return the goods back to us at your cost via your chosen courier, and a 30% handling charge will be deducted from your refund. We do not accept part order returns. Orders have to be checked to make sure you are satisfied with the products in 3 days from the time of receipt of the goods and we have to be notified of any damages or discrepancies within the 3 day period.

We are unable to accept returns on furniture orders due to a change of mind. We can only accept returns if the product has a manufacturing fault or discrepancy. This is due to once the item has been opened, it is no longer classed as a new product.

Please let us know prior to the return of the doors if they have been worked on or hung, this is classed as acceptance and will not be eligible for return at this point.

All credits will be processed within 28 days. Please note that we can only refund delivery costs if the return is a result of our error. If you decide to cancel your order before delivery for whatever reason, except special orders, a £30 administration charge applies. If an order has been dispatched further charges may apply. In the case of a verbal order we will always read back your order at the time, and your agreement will form a contract.

In particular, please note that any items returned to us which you claim to be faulty or incomplete are checked and verified by our technicians. Any returned items that are found not to be faulty or incomplete will be returned to you and we shall be entitled to charge you for the return carriage costs via your original payment method. In the event that your credit card has expired, or is declined we will hold the item(s) until full payment has been made for the return carriage.

Any items that you return to us are at your own risk, therefore we strongly advise all our customers to take reasonable care when returning any items to us for example, by ensuring the goods are correctly addressed, adequately packaged, and carried by a reputable carrier. Items returned to us in a damaged condition will not be subject to refund, unless they were originally received damaged on the original consignment.

Return of product purchased under a special offer or promotion or as part of a bundle maybe subject to specific conditions, as described herein or otherwise communicated to you. No refund is allowed for individual products purchased as part of a bundled or under a voucher promotion jointly with other products but Door Supplies Online will either: (i) replace such individual product or (ii) have returned the whole product bundle or the whole order and refund the amounts you paid. Door Supplies Online reserves the right to get reimbursement of any promotional discounts applied on other products you purchased if such discounts were dependant on the purchase of the product(s) returned to us.

For the Xylo Flooring, this can be returned only within 5 days from the order being delivered, please inform us of any returns in this period. There will be a collection charge and restocking charge applied to the order as well, which is calculated based on the amunt of flooring ordered.

Order Cancellation

You have the right to cancel the contract at any time up to 3 days after you receive the goods (see below). If the products were a “special order” this right to cancellation does not apply.

To exercise your right of cancellation, you must give written notice to the Supplier by hand, post or the Contact Us section of our website, giving details of the goods ordered. Notification by phone is not sufficient.

Except in the case of faulty or misdescribed goods, if you exercise your right of cancellation after the goods have been delivered to you, you will be responsible for returning the goods to the Supplier at your own cost.

The goods must be returned to the address: Door Supplies Online, 14 Marriott Close, Norwich, NR2 4UX

Or the warehouse that they were despatched from.

You must take reasonable care to ensure the goods are not damaged in the meantime or in transit. The order should be unopened and in its original packaging. In the case of faulty or misdescribed goods the Supplier shall, after receiving notification in accordance with conditions 7 and 10, either collect the goods from you or ask you to return the goods to the Supplier in accordance with the Supplier's Returns procedure (see condition 10 below).

Once you have notified the Supplier that you are cancelling the contract, the Supplier will re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the goods.

Except in the case of faulty or misdescribed goods, if you do not return the goods as required, the Supplier may charge you a sum not exceeding the direct costs of recovering the goods.

The goods are unable to be cancelled during transit or loading. You will be required to refuse the goods and the delivery charge will still be issued if you wish to cancel the order during this stage and you are subject to the restocking fee.

Door Supplies Online reserves the right to cancel any accepted order prior to delivery at Door Supplies Online’s discretion (whether or not your credit card has already been charged) in the event of any material errors in connection with your order or the price or other conditions published in the Door Supplies Online store relevant to your order, or if any further verification of your credit conditions or records so warrants. If your credit card has already been charged and your order is cancelled, Door Supplies Online will immediately issue an appropriate credit to your credit card account.