Returns, Refunds, and Replacement Policy
Eligibility for Returns, Replacements, or Refunds
To qualify for a return, replacement, or refund, the item must be unused and in its original condition, as received. It should be returned in the original packaging, and the return request must be initiated within 14 days from the delivery date. Upon receiving your item, please inspect it thoroughly.
Reporting Damage
- Packaging Damage: Any damage to the packaging must be reported to the courier with photographic evidence, including the package and visible label, within 24 hours of delivery. Additionally, contact us within the same timeframe and refrain from opening the package until we advise you to do so.
- Item Damage Without Packaging Damage: If the item itself is damaged but the packaging shows no signs of damage, report this to us within 24 hours and before installation. Failure to do so may void any claims for returns, replacements, or refunds, as installation may inadvertently cause damage.
Exemptions from Returns
Certain items, such as gift cards, cannot be returned.
Partial Refunds
Partial refunds may be granted in specific situations, such as:
- Doors showing signs of use or alterations.
- Items not in their original condition, damaged, or missing parts due to reasons not attributable to our error.
- Items returned more than 14 days after delivery.
Refund Process
Upon receiving and inspecting your return, we will notify you via email regarding the approval or rejection of your refund. Approved refunds will be processed, and a credit will be applied to your original payment method within a specified timeframe.
Late or Missing Refunds
If you have not received your refund, please first check your bank account again. Then, contact your credit card company and bank, as processing times may vary. If you still have not received your refund, please contact us at sales@thedour.co.uk.
Sale Items
Only regular-priced items are eligible for refunds; sale items are non-refundable.
Exchanges
We replace items only if they are defective or damaged. To exchange an item for the same product, email us at sales@thedour.co.uk and send your item to: THEdoûr, 2 Halls Nook, Rosemarket, Milford Haven, SA73 1JR, United Kingdom.
Gifts
If the item was marked as a gift upon purchase and sent directly to you, you will receive a gift credit for the return value. A gift certificate will be mailed once the returned item is received. If not marked as a gift or if the gift giver had the item shipped to themselves, a refund will be sent to the gift giver.
Shipping for Returns
To return your product, mail it to: THEdoûr, 2 Halls Nook, Rosemarket, Milford Haven, SA73 1JR, United Kingdom. You are responsible for the return shipping costs, which are non-refundable. If you receive a refund, the return shipping cost will be deducted. For items over £75, consider using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
Please ensure all returns include a receipt or proof of purchase.