Returns and Refund Policy

RETURNS POLICY - CANCELLATION

We offer a 30 day ‘right to cancel’ for any item(s) on your order. This is valid from the date you receive the goods. Please notify us of your intention to cancel and then return the Goods within 14 days of our acknowledgement. This is subject to the following conditions:

Items are ‘as new’, in an undamaged, re-saleable condition and in the original packaging. If the Goods show evidence of use, we may refuse the refund or apply an admin charge, reducing the amount you receive back.

We ask that you follow these steps before returning your items:

  • Inform us of your intention to return any items using the contact us page. This can be found at the bottom of any of the pages on our website. Please ensure you provide the following details:
    • Order no.
    • Customer name:
    • Tel no.
    • Product code and quantity
    • Reason for return
  • Upon receipt of this information, we will issue an RN (returns note). Please ensure this is returned within the package for return.
  • Ensure that all goods meet the returns conditions and are packaged securely for return to ourselves.
  • We recommend that you return your item using a tracked service that provides proof of delivery. We will not be held responsible for returned items that are lost in transit.

Please note: Carriage costs to the Buyer (in excess of standard delivery) are not refundable and return carriage is payable by the Buyer.

We will issue your refund via the original payment method within 14 days of receipt of the returned item.

If you need to return outside of our 30-day policy, please contact us and we will review the situation case-by-case. Please be aware that in this instance we may refuse the refund or apply an admin charge, reducing the amount you receive back.

This policy does not affect your statutory rights.

RETURNS POLICY - DAMAGED/FAULTY GOODS

In the unlikely event that products are supplied damaged or faulty, or are incorrect, please email info@doorhwardware.co.uk ensuring you provide the following details:

  • Order Ref no.
  • Customer name:
  • Tel no.
  • Product code and quantity of damaged / faulty goods

This must be done at the earliest opportunity; a delay in notification may result in complications with a resolution.

We also ask that you attach an image showing the fault/damage to the product you have received. In many cases this saves both time and money as replacements can often be sent without the need to return them to us first.

If it is decided that the faulty/damaged goods are required to be returned, we will contact you via email to arrange a courier collection at a time convenient to you.

This policy does not affect your statutory rights.