Returns

We appreciate that buying door and window furniture involves lots of style and design decisions as well as many practical considerations. We want you to feel you can make a purchase with confidence knowing that we will happily accept a return and give you a full refund if it’s not right for you.

When you receive your goods, please check them carefully and notify us within 28 days of receipt should they prove unsuitable in any way. We will provide you with a Returns Number and a Returns Form to include with your parcel.

Important

We realise you need to open the items in order to have a good look at them, but please ensure that any retail packaging or product boxes and protective materials are kept safe and not damaged as these are required in order to return the items. Also, ensure all fixings are enclosed with the products you are returning.

You may want to keep the boxes and packaging that we send them in so you can re-use it if you need to return anything. If you haven’t kept it don’t worry, please wrap your parcel with an outer layer carefully to ensure that it doesn’t get damaged in transit. But you must not attach anything directly to the product boxes themselves.

You are responsible for returning the goods to us safely and securely at your own expense. We recommend that you use a tracked service that provides adequate insurance as the items are your responsibility until we have received them. Royal Mail offer a 1st and 2nd Class Signed For Service which is usually adequate for these purposes.

Providing the goods are received undamaged and they are complete, we will provide you with a full refund within 14 days of receiving your return.

Items that cannot be returned

Products that have been made to order for you, or items that have been personalised or modified to your specification.

Trade and Discounted Project Orders can only be returned with prior agreement and restocking fees may apply in these cases.

Faulty or Missing Items

We hope that you receive your order in perfect condition, but do realise that sometimes this isn’t always the case.

Please let us know within 3 working days if you have any items that are missing, damaged or faulty. We will need your name and order number and if items are damaged or faulty please provide us with digital photographs by email as this usually helps us to resolve problems more quickly.

If we need the items to be returned to us, we will advise you on what we need you to do and will refund any postage costs you may incur in these instances.