Doors are heavy, and a leaf that is wrong for the opening is no use to anyone. This policy sets out your legal rights and how to send something back. Nothing here reduces your statutory rights.
1. Cancelling because you changed your mind — 14 days
Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days of receiving the goods, without giving a reason.
- Tell us within those 14 days by emailing with your order number.
- You then have a further 14 days to send the goods back.
- We refund you within 14 days of the goods reaching us, or of proof that you have sent them.
2. Refunds
Your refund covers the price of the goods and the standard delivery cost you originally paid. If you paid extra for a timed or express delivery slot, we refund the standard rate rather than the upgrade.
Refunds go back to the payment method you used. We charge no restocking fee on a standard cancellation.
3. Return postage
- Change of mind: you pay the cost of return carriage. For a single leaf this normally means a pallet or two-person collection, and we will quote the cost before you book it.
- Faulty or wrong items: we cover return carriage and arrange collection ourselves.
4. The condition items come back in
You are welcome to unwrap a door and handle it as you would in a showroom. If its value drops because it has been handled beyond that, we may deduct the difference from your refund. For doors and their fittings, work that goes beyond inspection includes trimming a leaf to height, cutting hinge or lock mortices, drilling for a handle, and applying paint, oil or wax.
Please keep the original edge protection and packaging until you are certain the leaf fits.
5. When the 14-day cancellation right does not apply
The right to cancel does not apply to:
- Doors made or machined to your own sizes, including leaves cut down, lipped or pre-hung to your specification.
- Fittings engraved, plated or finished to your order.
Everything else in the catalogue is a stock item and can be cancelled under section 1.
6. Faulty, damaged or misdescribed goods
Separately from the above, the Consumer Rights Act 2015 gives you the right to:
- Reject faulty goods for a full refund within 30 days of delivery.
- After 30 days and up to six months, ask for a repair or a replacement; if that does not put things right, ask for a refund.
This applies even to custom-made items excluded from change-of-mind returns, and we pay the return carriage on anything faulty. A door that arrives split, warped beyond tolerance, delaminated or damaged in transit falls here — tell us within a few days of delivery and send photographs if you can.
7. How to return an item
- Email with your order number and say what is coming back.
- We confirm the return address and how the item should travel.
- Repack the item securely, with the edges protected, and send it to: .
- Keep your proof of postage or the carrier's collection note.
8. Contact
Questions about a return? Email , call , or write to , . We reply within two working days.