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Returns, Refunds, and Replacement Policy
To qualify for a return, replacement, or refund:
Reporting Damage:
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:
Fitting Guides:
Partial Refunds:
Partial refunds may be issued in specific situations, such as:
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
Gifts:
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