Return Policy

Return Policy

At WinDor Direct Ltd, we strive to ensure that our customers are completely satisfied with their purchases. However, we understand that there may be times when you need to return or exchange an item. Please read our return policy carefully to understand your rights and the process for returns.

  1. Eligibility for Returns

    • You may return any product purchased from us within 28 days of receiving it, provided the product is unused and in its original packaging.

    • Custom-Made Products: Since the composite doors you purchase are customisable and made-to-order, these products are exempt from the 14-day cancellation and return period under the Consumer Contracts Regulations 2013. Therefore, we clearly state that customised doors cannot be returned unless they are faulty or damaged.

    • Faulty or Damaged Products: Under the Consumer Rights Act 2015, customers are entitled to a repair, replacement, or refund for products that are faulty or damaged. We advise you to inspect your doors upon delivery and reject the delivery if there are visible signs of damage. If faults arise after delivery, they will also be covered by our policy.

  2. Initiating a Return

    • To initiate a return, please contact us. Provide your order reference number and details of the item you wish to return. Returns must be authorised by our customer service team before sending back any items. We will provide you with a return authorisation code and further instructions.

  3. Returning the Item

    • Once a return is authorised, please ensure that the item is securely packaged and returned in its original condition. Returns are to be sent with the return note to the address provided on the returns document.
    • If an item is too large or of high value (e.g., a door slab), we will arrange for a collection date within 5 working days after notification. We will aim to schedule a mutually convenient time for collection within the 28-day return window.

  4. Accessories (Handles, Hinges, etc.)

    • Non-customised items, such as door handles, letterplates, hinges, and other accessories purchased separately from the composite door set, fall under standard UK laws. These items are returnable within 14 days in accordance with the Consumer Contracts Regulations 2013, provided they are unused and in their original condition. Customers must notify us of their intent to return within 14 days and return the items within the following 14 days.

  5. Inspection and Processing

    • Upon receiving the returned item, we will inspect it to ensure it meets the return criteria. We will notify you within 3 working days of receipt regarding the status of your return.
    • If the item does not meet the criteria for return (e.g., if it has been used or modified), we will hold the item for 7 days for you to collect or arrange for redelivery at your cost.

  6. Refunds and Replacements

    • If the return is approved, we will process the refund or provide a replacement item. Refunds will be processed to the original payment method. Please allow up to 10 working days for the refund to appear in your account.
    • If the returned item is faulty or incorrect, the cost of return shipping will be covered by WinDor Direct Ltd.

  7. Non-Returnable Items

    • Customised and made-to-order products (e.g., composite doors configured through our design tool) are non-returnable unless they are faulty.
    • Any items returned after the 28-day window are not eligible for a refund or replacement.

  8. Promotions and Offers

    • Our standard returns policy applies unless otherwise stated in the terms of the specific promotion or offer.

For full details, please refer to our Terms and Conditions for any additional information regarding returns, refunds, and other policies.