Returns Policy

General Policy

Once an order is placed, confirmed, and dispatched by Doors Online, returns are only accepted if the goods were damaged during delivery, or supplied/manufactured incorrectly.

Customer Responsibility

It is the customer’s responsibility to ensure that the correct product, including quantities and sizes, is ordered for its intended purpose. Doors Online provides detailed product information to help you make informed decisions.

Cooling-off Period for Online Sales

For online purchases, consumers have a 7-day cooling-off period from the date of receipt. During this period, you may return the goods for any reason, but will be liable for shipping and packaging fees, along with a 20% handling/restocking fee.

Cooling-off Rights

Returns within the 7-day period are eligible for a refund, provided the goods are in their original packaging and condition. The consumer is responsible for the cost of returning the goods.

Note: The cooling-off period does not apply to custom-made or made-to-order products.

A 20% restocking fee applies to all returned goods, except in cases of defect or error by Doors Online. This fee covers costs incurred during the return process, including inspection, repackaging, and supplier restocking charges.

Inspection and Notification

Upon delivery, the customer must inspect the goods immediately. For any damage or missing items:

Inspection: Record any visible damage on the waybill during delivery.

Photographic Evidence: Take clear photos of the damage and send them to the sales consultant who assisted you.

Notification: Notify Doors Online of any damage within 48 hours of delivery. Failure to notify within this timeframe will nullify claims regarding damage or shortages.

Replacement of Damaged Goods

If goods are damaged during delivery, we will replace them free of charge, provided you follow the inspection and notification process.

Returns for Manufacturer’s Defects

For returns due to a manufacturer’s defect or transit damage:

Collection: Items must be ready for collection by our transporters within 3 days of delivery. Items not prepared within this timeframe will no longer be eligible for return or replacement.

Packaging: Goods must be returned in their original packaging. If the packaging is discarded, you are responsible for ensuring the items are securely packaged to avoid further damage in transit.

Packaging and Courier Services

Packaging Responsibility: Third-party couriers do not provide packaging services and may refuse items that are not properly packaged.

Risk: If transporters assist with packaging, it is done at the customer’s own risk.

Installation Guidelines

To ensure your door guarantee remains valid, our installation guidelines—available Here—must be followed. Proper sealing of doors during and immediately after installation is essential.

Contact Us

For questions regarding returns, please contact our customer service team for assistance Click Here for Help!