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Returns Policy

Returns Policy

The following is to be considered in conjunction with our ‘Terms and Conditions’ and with our full ‘Refund Policy’, links to which can both be found at the bottom of each page of our website.

Any product can be returned subject to the following exemptions: special orders of any type, bespoke timber, bespoke or made to order doors & frames, bespoke fire, PVC doors, Composite doors, Thrusafe aluminium doors, sliding doors, folding doors, Telescopic pocket systems, Unico pocket systems and any pre-order pocket systems.

With regards to any product that you receive from one of our couriers that is damaged we will exchange the item or provide you with a full refund as long as you notify us within 48 hours of the delivery date. All notification must be done by sending an email to info@directdoors.com with images and a summary of the issue in your own words. Please note that we cannot accept notification by phone. We may ask you to fill out a DD form with a full summary of the events. Once all notified we will arrange to uplift the damaged goods and we reserve the right to inspect all returned products before agreeing to refund or replacement.

In the event that the customer decides that they no longer want the product for whatever reason, it is their responsibility to return the unwanted goods back to us by their own means. It is their responsibility to return the goods in unused condition and in the packaging they were supplied including any fitting instructions or other paper work sent originally within the product. They must be without damage in order to receive a refund, no refunds will be completed until the goods are received and checked for damage or adjustment of any kind. This must be done within 14 days of notification and there would be a 10% handling charge applied to each item returned in good condition and deducted from the overall refund value.

In some instances we can offer a courier to collect products for you however an uplift charge (price dependent on post-code) plus an admin charge of 10% of each item will apply and we cannot accept liability for any damages, we prefer the consumer to return the goods but please ask our advice as there may be 2 or more suppliers involved from different parts of the country in what we sell as a single product, we are not bound to offer a collection service and the admin charge for unwrapping, checking and rewrapping will apply.

The customer has 48 hours to notify us of any missing items thereafter we will assume that all goods have been received on the courier(s) proof of delivery, outwith the 48 hours any missing item claim cannot be accepted as you will have had an adequate time to check your order.

We aim to refund you within 14 working days but until the goods are returned, checked and confirmed as suitable for resale delays can happen.

Finally, we have a right to deduct an amount in part or in full from the reimbursement if you have diminished the value of any of the goods being returned by handling them beyond what is necessary to establish their nature, characteristics and function.

The Distance Selling Regulations established a test as to whether consumers have handled the goods in a way beyond what might reasonably be allowed in a shop.

The following examples will attempt to illustrate this concept:

  • A consumer has begun the process of fitting an item, evidence such as screw heads being "burred", hinges, latches or locks having been attempted to be fitted or lastly anything that has been done to alter the shape or size of the original supplied product.
  • A consumer returns flat pack furniture, which they have clearly attempted to assemble by opening packs of screws and trying to put parts together.
  • The consumer in both cases above has not acted reasonably and we can make a deduction for diminishing the value