Returns & Refunds
At Doors of Distinction, we aim to make our returns and refunds process as clear and straightforward as possible. Please read the following information carefully to understand your rights and our procedures for damaged products, cancellations and unwanted items.
Faulty or Damaged Products
In the unlikely event that there is damage to any product or packaging upon arrival, please state the damage on the delivery note prior to signing.
Please ensure all goods are checked within 72 hours of delivery to ensure they are free from any other faults and manufacturing defects.
Please email customerservice@doorsofdistinction.co.uk within 72 hours of delivery to confirm any damage noted upon delivery, or any faults or defects subsequently found.
What to Include in Your Email
Please confirm the affected product(s), supply photographs of the damage or fault(s), and include:
- Order number
- Name
- Address
- Phone number
We will acknowledge receipt of your email within 1 working day and advise the course of action to bring the matter to a resolution.
Natural Timber Variations
As the majority of our products are produced from natural materials, there will be variations in grain and colour. This is part of the beauty of natural timber and is not considered a defect. No claims relating to variations in grain and/or colour will be entertained.
Conditions for Replacements and Returns
Any items being replaced or returned must be kept in an unaltered state and reasonable condition for collection and return, unless otherwise agreed in writing.
Damage due to misuse, negligence or alteration of the product is not covered under our returns policy, and replacements or refunds cannot be issued if these terms are breached.
Any refunds will be made to the account used to purchase the original product(s).
Cancellation of Order
Your 14-Day Cancellation Rights
Under the Consumer Contracts Regulations 2013, you can cancel your order at any time from when it is placed up to 14 days after delivery.
You are entitled to cancel your contract if you exercise your right no later than 14 days after the day on which you receive the goods.
Cancellation Conditions
- Your right to return or cancel products does not apply to goods made to measure or to your specification, clearly personalised goods, or goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. This does not affect your statutory rights if goods are faulty or not as described.
- If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.
- To cancel, you must inform us by a clear statement, such as an email or letter, including your name, address, order details, telephone number and email address.
How to Cancel Your Order
Email: customerservice@doorsofdistinction.co.uk
Post: Customer Service, Doors of Distinction Ltd, 63 Cobham Road, Ferndown Industrial Estate, Wimborne, BH21 7QF.
Refunds and Collection Costs
We will provide a refund for the value of your order, including the cost of standard delivery. This excludes any supplementary costs if you chose a delivery method other than the standard and least expensive option available.
We will deduct the cost of collecting the goods from your refund. You will be advised of this cost when you notify us of your wish to cancel. Collection costs may differ from the original delivery charge.
We may make a deduction from the reimbursement for any loss in value of goods resulting from unnecessary handling.
We will make reimbursement no later than 14 days after the day we receive back the goods supplied.
Alternatively, you may return the goods to us at your own expense. We strongly recommend using a fully insured delivery service, as we cannot refund items damaged during return transit.
Any refunds will be made to the account used to purchase the original product(s).
Products No Longer Required
Returns Between 14 and 30 Days
After 14 days from delivery and up to 30 days from delivery, we will still accept returns of items no longer required.
You must notify us in writing within the 30-day period if you wish to return these items.
Conditions and Charges
- Returned items must be free from damage, unused and in their original packaging.
- Returns will be subject to a minimum 25% restocking charge and collection charges.
- All applicable costs will be explained before you confirm that you wish to proceed.
- Where multiple items have been supplied under a package price, all items must be returned for a refund to be issued.
- Refunds will be made to the original payment account no later than 14 days after we receive the returned goods.
Returns of bespoke, tailor-made or made-to-order items will not be considered at any time. This does not affect your statutory rights where goods are faulty or not as described.
Need Help With a Return?
Our customer service team is available to assist with returns, cancellations and damaged product enquiries.
Email: customerservice@doorsofdistinction.co.uk
Address: Doors of Distinction Ltd, 63 Cobham Road, Ferndown Industrial Estate, Wimborne, BH21 7QF.