Returns
Hassle-Free Returns: Easy, Fast, Satisfaction Guaranteed!
At Door Supplies Online we've perfected the art of hassle-free returns. We understand that sometimes things don't work out as expected, but rest assured, your satisfaction is our top
priority. Here's what you can expect:
I need to make a return; how does it work?
We have a 14 day cooling off period in which you can notify us of your intention to return the item(s), and a further 14 days from this point to send the items back to us at your cost. Your refund will be made via the same payment method that was used to place the order. The items should be in their original packaging, have not been worked on and are in their original condition fit for re-sale – unless otherwise agreed.
What happens if I want to return goods outside of our 14 day cooling off period?
If you have unwanted goods that you wish to return outside of our 14 day cooling off period, we may be willing to authorise an extended period in which you can return the goods depending on circumstances and solely at our discretion. We would always advise whether this was possible before agreeing it with you and it would only be offered in select circumstances.
Please note: Products must be returned in a new & unused condition, in their original packaging unless otherwise agreed.
Bespoke and made to order items are exempt from this cooling-off period.
I have changed my mind
If you have changed your mind and decided that you no longer want the goods, then you are able to return the items back to us within 14 days of purchase. You would be responsible for the costs of sending the items back to us. If an order has been dispatched then further charges may apply. We can also arrange to pick them up for you and we would give you a price that our couriers charge to do this. If you decide to return goods yourself, we recommend you use a fully insured service so that in the case that they are damaged in transit you may be able to claim the full value of them back from the courier. Goods will be inspected upon return to our warehouse. If the goods are returned to us damaged or not in the condition as agreed, then we will not be able to offer a refund. We do reserve the right to make a deduction from the value of the refund if there is wear and tear as a result of the goods being handled more than was necessary.
Products purchased as part of a bundle or under a voucher promotion jointly with other products may necessitate the return of all such products, or Door Supplies Online would pro-rata calculate the value of such items being returned. 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.
I have ordered the wrong items
If you have made a mistake when ordering from our website, i.e got the wrong size or the wrong product was chosen, then you are able to return the items back to us. You would be responsible for the costs of sending the items back to us. We can also arrange to pick them up for you and deliver the correct items at the same time and we would give you a price that our couriers charge to do this. If you decide to return goods yourself, we recommend you use a fully insured service so that in the case that they are damaged in transit you may be able to claim the full value of them back from the courier. If the goods are returned to us damaged or not in the condition as agreed, then we will not be able to offer a refund. If an order has been dispatched then further charges may apply.
My Goods are faulty or damaged
In the case where the goods you have received are damaged or faulty we would organise a completely free of charge return or replacement for you. Please note that the items must not be worked on and should be returned in the same condition as when they arrived with you or the same condition as reported to us. We do request that you inspect all items on arrival for obvious signs of damage, and check the item(s) in full before any works are undertaken on them. Please report any instances of damage within 3 days of receiving your items. Please note worked on items cannot be returned.
We will ask for you to fill out a returns form and send any imagery of the damages via email. This allows us to resolve the issue as quickly as possible.
Solid Timber products and timber veneer doors will have natural shade, tone and character variation from product to product - this is a completely natural characteristic of wood and is not a fault of the product.
Please note: When damages occur we will offer full replacements. Refunds will only be offered when no replacement has been arranged and the damaged products are picked up. Please do not dispose of the damaged items (unless agreed) as we will not be able to offer a refund or replacement – as in most instances a refund is processed after we have received the damaged goods back to us (or a replacement is conditional upon the faulty item being available for collection). Damage due to misuse, alteration to the product, or negligence is not covered under our returns policy and refunds cannot be given if these terms are not met.
Non-refundable Items
We have a few items which are made to order or bespoke, meaning these cannot be cancelled or returned as they have been personalised to meet your exact needs. Please check the description of the items to understand if they fall in this category. If the bespoke items are damaged then we will of course offer to replace them for you at no cost to you.
Refunds
We aim to process refunds within 28 days. Please note that we can only refund delivery costs if the return is a result of our error. Special order items cannot be cancelled. If an order has been dispatched further charges may apply.
Door Supplies Online reserves the right to cancel any accepted order prior to delivery at Door Supplies Online’s discretion (whether or not payment 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 such action. If payment has already been taken and your order is cancelled for the above such reason(s), Door Supplies Online will immediately issue an appropriate refund.
