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Returns Policy

Returns Policy

A: 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 and Composite doors.

We must receive notification within 24 hours of delivery and any returnable item must be returned by your own courier at your own expense, if it is small enough for Royal Mail to deliver it we are happy to accept this route but cannot be responsible for any item that goes missing by any of your chosen courier returns routes. 

B: In some instances we can offer a courier to collect this for you however a charge 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. 

C: Items must be received back in our care in the packaging they were supplied in and with all items including 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.

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. 

D: 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