Returns Policy

 

Returns Policy

If you have any questions or concerns about returns, exchanges or refunds please do not hesitate to contact us by phone on 0208 158 6700 or email at enquiries@onlinedoorstore.co.uk

A. Returns

You have a 14 day “cooling off” period during which you can request to return your purchase from us.

Simply send us an email to enquiries@onlinedoorstore.co.uk giving details of your order and what you would like to return. We will contact you to arrange collection, exchange and/or refund.

Items for return must be fully intact, in good condition and in their complete original packaging.

Our collection charges are £48 for the first door and £10 each for any extra doors.

B. Products Damaged on Delivery

If an item is damaged when it is delivered to you, you should write ‘damaged on delivery’ on the driver’s Proof of Delivery form or hand held device and send the item back with the driver. You should then contact us immediately and we will arrange for replacement or refund.

In any event you should inspect all items within 48 hours of delivery. Claims for damages should be made within this 48-hour period. Any damage should be photographed and reported immediately with your order number by email to enquiries@onlinedoorstore.co.uk. 

C. Refunds (if applicable)

Once your return is received it will be inspected by our supplier and we will notify you of any comments from them and arrange for exchange or refund.

Please note refunds will not include the delivery and collection charges for ‘un-wanted items’. If the product is proven to have been damaged on arrival, the refund will include the delivery charge

Please allow up to 28 days for your refund, usually it is a lot quicker. If you have any concerns, please email us at enquiries@onlinedoorstore.co.uk.

D. Bespoke orders

Please note, special sized items manufactured for you under our Bespoke service are excluded from this returns policy and cannot be returned or refunded.

E. Return Shipping Yourself

You may choose to return ship an item yourself. In this case, please contact us and we will notify you of the supplier’s address to return the item to. Please use a trackable, insured shipping service. The items must be returned to our suppliers within 14 days of you notifying us of your wish to return them yourself.