At Door Distributors, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please contact us to discuss your concerns before initiating a return.
Eligibility for Returns
Returns are accepted under specific conditions as outlined in our terms and conditions. To be eligible for a return, please notify us within 14 days of receiving your goods. While we may consider requests beyond this period, additional costs may apply.
Requesting a Return
To request a return, provide comprehensive details about the goods, including photographs of their current condition. We require images of all items, including full-length shots and close-ups of any issues. Returns cannot be processed without these photos.
Condition of Returned Items
Returns are only accepted for items in their original “A1 as new” condition. Custom-size or made-to-order products, including glass, are excluded from our returns policy.
Cancellations
Cancellations must be submitted in writing.
Refunds
Refunds will be issued to the original payment method within 14 days of return approval.
Changed Your Mind?
If you decide to return your order because you changed your mind, you are responsible for the return shipping costs. Goods must be returned in their original packaging. We may offer to collect the products at your expense to cover collection and warehouse costs. We recommend using an insured courier service to prevent loss or damage, as we only accept items in “A1 as new” condition.
Damaged or Faulty Goods?
If your goods arrive damaged or faulty, report the issue within 24 hours with detailed descriptions and photographic evidence. We will replace the damaged goods at our expense. Note that we do not cover damage resulting from misuse, alterations, or negligence. Damage must be reported before using the product.
How to Make a Return
To initiate a return, email us at info@doordistributors.co.uk with the following information:
• Order number and the name of the person who placed the order
• Date the goods were received (returns must be requested within 14 days of delivery)
• Items you wish to return and reasons for the return
• Postcode location of the goods
• Current photographs of all items, including detailed and full-length images
• If you require replacement goods, specify the items, quantities, and sizes needed
We are committed to addressing your concerns promptly and ensuring a smooth return process.
