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 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.
- In the event that any parts of the door are damaged upon arrival, we are happy to provide replacement parts free of charge as needed, however, we will need detailed photographic evidence outlining the exact parts damaged.
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 prior to 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 call or any other suitable method.
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:
- 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.