Returns, Refunds, and Replacement Policy

Returns, Refunds, and Replacement Policy

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.
The return request must be initiated within 14 days of 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.
If any parts of the door are damaged upon arrival, we are happy to provide replacement parts free of charge as needed. However, we will require detailed photographic evidence outlining the exact parts damaged.

Custom-Made to the MM Size Products:

Custom-made products, such as doors or blinds tailored to specific dimensions or personalised requirements, are non-returnable unless they are defective or damaged during shipping. This policy is in place due to the bespoke nature of these items, which are uniquely crafted to meet the customer’s specifications. As such, they cannot be resold or repurposed for other customers.

Why Custom-Made Products Are Non-Returnable:

Personalised Design: Each custom-made product is manufactured based on the exact dimensions, materials, and specifications provided by the customer. This makes them unique and unsuitable for resale.

Production Costs: Once the production process begins, materials are cut and altered specifically for the order, making it impossible to revert the product to its original state.

Customer Responsibility: Customers are responsible for ensuring that all specifications, including measurements and design preferences, are accurate at the time of ordering. We recommend double-checking all details before placing an order to avoid errors.

Consumer Contracts Regulations 2013:

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers are granted a 14-day cooling-off period for most online purchases. However, this regulation does not apply to custom-made or personalised items. Specifically, Regulation 28(1)(b) exempts goods that are "made to the consumer’s specifications or are clearly personalised" from the 14-day cancellation rights.

This exemption exists because custom-made products are not mass-produced and cannot be resold to other customers. As a result, once an order is confirmed and production begins, the product is considered a final sale.

Change of Mind Policy:

To accommodate customers, we allow a 2-hour window during working hours for changes to custom-made orders. This ensures that customers have a brief opportunity to review and amend their order if necessary before production begins. After this time, the order will proceed to production and will follow the returns policy outlined above.

Considerations for returns of Custom-Made items:

In some cases, returns for what we consider standard-sized items may be accepted under the following conditions as they could potentially be sold on to other customers:

The packaging must remain unbroken.

Customers are responsible for the return shipping costs.

A 25% restocking fee will be deducted from the refund.

The returned item will be inspected within 48 hours of receipt to ensure it meets the return criteria.

Please get in touch with us via sales@thedour.co.uk to see whether your item qualifies for a return.

Exemptions from Returns:

Certain items, such as gift cards, cannot be returned.
No Returns or Refunds for Items Deemed Not Fit for Purpose: We do not accept returns or issue refunds for items that customers perceive as not fit for purpose upon delivery, including concerns regarding the materials used in the doors. We strongly encourage customers to review the product details and specifications provided on our website thoroughly before making a purchase. We can offer detailed pictures, videos, and guidance regarding our products, materials, and colours in advance to ensure that you are fully aware of what you will be purchasing/receiving.

Fitting Guides:

Please note that no fitting guides are included with the doors. As each door is custom-made to fit the specific dimensions of your opening, a universal fitting guide is not applicable. We encourage customers to ensure accurate measurements before placing an order to guarantee a perfect fit. We can offer support and guidance to assist you with your custom project in the form of videos, advice over the phone, photos, video calls, or any other suitable method.

Partial Refunds:

Partial refunds may be issued in specific situations, such as:

The product was not in the condition as stated before, return was accepted, ie unused and in its original condition. If showing signs of use or alterations, a partial refund will be issued.
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:

Check your bank account again.

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.

Returns / Exchanges:

We replace or refund 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 Bespoke, Unit 4, Roddy's Retreat, Pier Road, Pembroke Dock, Pembrokeshire, Wales, SA72 6TR, 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.

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 the item was 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.