This page aims to answer some of the most frequently asked questions. They are summaries only and you should read our Terms and Conditions for more information.
This policy does not apply to goods ordered by businesses which are exempt from the Consumer Contract Regulations from 13 June 2014, or the following goods which are exempt from the right to cancel.
What if the item is damaged when it arrives or you are sent the wrong item?
We check the products to make sure it's up to the standards before we dispatch it to you, so damage is rare. It’s also very important that you inspect your product upon delivery. If the delivery note is not signed as goods being received short/damaged, we cannot replace.
If you realise after the delivery that the item is damage, or if we've sent you the wrong item, just contact us by e-mail within 2 buisness days of delivery. We are unable to accept cancellations by phone.
We will assess your complaint and tell you to return the item at your expencses and order you a replacement.
Can I cancel an order if I change my mind?
Cancellations can be made only by e-mail within 24 hours once the order is placed in our system.
You do not have the right to cancel items which have been modified from standard at your request. This includes but is not limited to hinge holes and custom sizes.
We are not liable for any loss earnings due to late, incorrect or lost deliveries.
We reserve the right to refuse replacements on any damaged items reported to us outside of 2 bussiness days.
Please note that after 24 hours of the delivery you will be unable to cancel the contract due to the bespoke nature of the work.
Please also note that sample doors cannot be returned! However this does not affect your statutory legal rights. A brief explanation will help us to improve the service we offer to customers in the future.
Can I change my existing order?
You can change an existing order only if you have ordered a wrong item. You shlould contact us within 24 hours of the confirmation delivery e-mail.
This cancellation policy does not affect your legal rights - for example, if goods are faulty or misdescribed.