Returns
In the UK you have a legal right, under the Consumer Contracts Regulations 2014, to cancel your order within fourteen (14) days following your receipt of the goods. Refunds for orders cancelled under the provisions of the Consumer Contracts Regulations will be processed in accordance with your legal rights.
All orders should be checked over on reciept of the delivery and damages reported to us in 3 days of receiving the products. Otherwise these may not be eligible for a replacement.
You may not cancel orders for the following types of products:
Bespoke Items.
Products that have been worked on or used.
Under the Consumer Contracts Regulations 2014 you have a duty to take reasonable care of Products whilst they are in your possession. You will receive a full refund of the purchase price of the products. You will not be refunded for the original delivery charge.
How To Return A Product
If you wish to return your product, you can do so by one of the following methods:
1. Request a collection via our returns team:
Contact our Customer Services team on 01603 622261 (Monday- Friday 09:00 - 17:00, Closed on Bank holidays. or via email to: sales@doorsuppliesonline.co.uk who will be able to arrange a collection for your item. Please make sure that you provide your order number when contacting us for a return. Please also provide an image of the product in the original packaging and unopened to show there is no damage to the products.
If you are returning an order/item within your 14 day right to cancel, then a collection charge will be applied, this will depend on the product that is being returned.
Or you can return the items back to our warehouse, details below.
If you are returning your order/item past the 14 day right to cancel then this will be reviewed by the returns team and if this is accepted then there will be a 30% restocking fee and a collection charge.
If you are not at home when we try to collect we reserve the right to deduct from your refund or charge your credit card the direct costs to us of the failed return in accordance with the Consumer Protection (Distance Selling) Regulations 2000.
2. Post back the item to our warehouse:
If you wish to return a product to us directly you can do so by posting this to ourselves or a dedicated warehouse. Please enclose a note with the order confirmation/invoice.
This method of return will be at your own cost. We also recommend obtaining proof of postage in case the item is not received by our warehouse. The items returned must be in re-sellable condition and if there is any damage to these products then we will be unable to issue the refund in that instance. This will be checked by the goods in team at the corresponding warehouse. The original carriage charge, if any, won't be refundable either if the item is returned.
If you are returning an order/item within your 14 day right to cancel, then a collection charge will not be applied and you will not be charged a restocking fee.
If you are returning your order/item past the 14 day right to cancel then this will be reviewed by the returns team and if this is accepted then there will be a 30% restocking fee.
Please contact us to confirm the warehouse that the products need to be returned to.
