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. We are able to advise on a selection of courier services (below) which you can use in order to get the items back to us. So please contact us if you’re not sure who to use!

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 see our delivery service page.

Exchanging your goods

If you are not fully satisfied with the goods which have arrived, but would like to exchange for new items rather than a full refund, then we suggest that you speak to our helpful product team who will be able to advise the best course of action. In some cases, we may be able to ship new items and swap-out the original products, however, this depends on the type of issue that is reported.

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 and we request that you please bring a photo ID (Drivers License or Passport). 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.

Non-returnable goods

As is the nature of the type of products which we offer here at Wood Doors, there are a select few items which we cannot accept returns on. These items include personalised, bespoke or special order items, all of which will be clearly labelled as non-returnable before purchase. 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 offer a store credit to be used against a future order on our website in these cases.

If you’re unsure which category your purchase will fall into then contact us, we’re here to help!