It’s really important to us that you’re fully satisfied with your door and ironmongery purchase. If you’re not totally happy, then you can return it to us, for up to 30 days after you have first received all of the goods. We will give you a full refund back to the same payment method that you used to place the order and ensure that you’re fully satisfied with our resolution.
If your unwanted goods were received outside of our 30-day cooling off period, we may be willing to authorise an extended period in which you can return the goods. Please ask our cancellations team for permission. Please note in this case we will apply a 15% re-stocking charge, which would be deducted from your final refund once the goods are safely returned.
You can return any product to us, provided that your products are in a new & unused condition and, wherever possible, within the packaging that they were sent out in.
In the unlikely event that you’re not fully satisfied with your purchase, please email us, make sure to include your order reference number and we’ll do our best to ensure that a resolution is reached.
You have changed your mind
If you have decided that the goods aren’t what you wanted and you change your mind, then you are responsible for returning your goods to us. In this instance, you would be responsible for the cost of returning the item to us. We recommend all customers return goods using a fully insured service, to cover yourself in case of loss or damage, if the goods are damaged in transit when being returned, then we will be unable to offer a refund.
Your goods are faulty/damaged
Of course, if there are any problems with your order which are out of your hands, such as damages, manufacturing faults or discrepancies then we will take full responsibility for a return to us. We do ask that all problems are reported to us within 48 hours of receiving the goods, in order to ensure that we can replace/refund.
In most cases, we will ask that you forward on imagery of any damages or faults via email, with your order reference number – this allows us to quickly resolve any issues.
Please note, when damages occur we will first offer a full replacement – refunds can only be given when no replacement product can be supplied. Damage due to misuse, alteration to the product, or negligence is not covered under our returns policy and refunds cannot be given if these terms are breached.
For full details of our delivery service and more info on reporting faults/damages to your doors, please call us
Exchanging your goods
If there is an issue or fault with any goods which have been delivered to you, then please speak to our team. In many cases we can offer a replacement and exchange goods without issue – we may even be able to ship new items and swap-out the original products, however, this depends on the type of issue that is reported and also on the goods that you have ordered. If any of this applies to you, speak to our product team and we will be able to advise the best course of action.
Returning in store
If you would prefer, you can also return items yourself to our store. If you wish to do so, you must be accompanied by a copy of you order acknowledgement. A refund will be given following the usual procedure, with the amount paid being credited back via the original payment method, as outlined above. We are unfortunately unable to process any refunds in cash, unless the order was originally placed in store via a cash payment. Refunds can only be processed back onto the original payment method.
There are a select few items which we cannot accept returns on. These items include personalised items, bespoke/special order items and products that have been finished with any of our finishing services. Of course, in cases of faulty or damaged goods, then there will be some circumstances where we may be able to accept a return on these goods. Please note, we may choose to offer a store credit to be used against a future order on our website in these cases.