Returns Policy

At Door Supplies Online, we want you to be completely satisfied with your purchase. That’s why we offer a 30-Day Money Back Guarantee. If you are not happy with your product for any reason, you can return it to us for a refund.


30-Day Money Back Guarantee

 

  • You may return your order within 30 days of receipt for a refund.
  • Items must be returned in a new and unused condition and in their original packaging.
  • Customers are responsible for return shipping costs.

 

How to return

  • You may send the product back yourself (we recommend using an insured courier service).
  • Or, we can arrange collection for you. A collection charge will apply, based on the items being returned.
Start your return

Who is responsible?

1. I ordered the wrong items

If you ordered the wrong size or product, you may return it in its original condition.

  • Return costs are your responsibility.
  • We can arrange the collection and delivery of the correct items with our courier for a collection charge.
  • If you return goods yourself, please use a fully insured courier service.
  • Items returned damaged or not in the agreed condition will not be eligible for a refund.
  • If your order has already been dispatched, further charges may apply.
2. My goods are faulty or damaged

If your order arrives damaged or faulty, we will organise a free return or replacement.

  • Inspect all items on arrival.
  • Report any damages within 3 days of delivery.
  • Do not work on or install faulty/damaged products.

We will require photos sent to us via email to process the claim quickly. (Please send it to returns@doorsuppliesonline.co.uk)

Timber products: natural shade, tone, and grain variations are a characteristic of wood and not a fault.

  • Damages due to misuse, alteration, or negligence are not covered.
  • Refunds are offered only if a replacement is not arranged. Products must be returned before a refund can be processed.
3. Non-returnable items
  • Made-to-order or bespoke items cannot be returned or cancelled once manufactured.
  • These items are clearly marked in their product descriptions.
  • If bespoke items arrive damaged, we will arrange a replacement at no cost.

Refunds

  • Refunds are processed back to the original payment method.
  • We aim to process refunds within 7 days of receiving the returned goods.
  • Please allow up to 14 working days for funds to appear in your account.
  • Delivery charges can only be refunded if the return is due to our error.
  • Special order items cannot be cancelled once dispatched, and additional charges may apply.

Order cancellations

Door Supplies Online reserves the right to cancel any accepted order before delivery in the event of:

  • Material errors in your order or published pricing/conditions.
  • Concerns identified through credit checks or verification.

If payment has already been taken, you will receive an immediate refund.