Cancellation & Returns Policy

We want you to be satisfied with the products and services you buy from Door Valley. If you're not entirely satisfied with your purchase, we're here to help subject to the following terms and conditions.

These rights and other obligations only apply to consumers and not to business-to-business buyers.

Cancellations

As a consumer you have the right to cancel your order within 14 days from the date of order. To cancel your goods please write to us by email at sales@doorvalley.co.uk. The goods must be back with us within 14 days of the date of order.

Orders placed for made to measure products may not be cancelled. All made to measure products are manufactured to normal manufacturing standards with variations on widths, heights and custom specifications. Goods will be manufactured to agreed specifications.

If the ordered products have not been dispatched by us at the time of cancellation, we will refund to you all the monies paid by you within 14 days of received funds.

Returns

UK online distance selling rules apply, except for custom-made (made to measure) orders which are exempt. Please note that we will be unable to refund custom-made orders due to the bespoke nature of the work that are tailored to your individual requirements.

If the products have been received or dispatched to you, the goods should not be unpacked on arrival and very important must be returned in their original packaging securely with sufficient protection to avoid damage in transit.

If the returned goods show evidence of damage from misuse, improper handling, or insufficient packaging, it will not be eligible for a refund.

All returned goods must be in original condition and not altered in any way. The product must not have been installed. You will be responsible if they are lost, damaged, or destroyed whilst they are in your possession as ownership of the goods.

All items being returned must be pre-arranged, either organised to be returned by yourself using a reputable carrier to minimise the risk of damage, or by us (for an express collection charge). If returned using a delivery company other than ours, you will be liable for any damages until the item is confirmed as delivered to us.

If you have difficulty returning large or heavy items, please contact us at sales@doorvalley.co.uk and we can offer to collect the items. Our customer service department will quote you a cost for collection based on your product and location.

The goods must be returned to us within 14 days of receipt (date of delivery) by you and we reserve the right to check on arrival back at our premise that there is no damage or missing parts.

Contact us for returns address. Please include your original order details with your returned goods.

In the event of your purchase arriving faulty or damaged, you must report this to us within 48 hours of the delivery being signed for. We strongly suggest that you inspect the goods as best possible before signing for the item. If your goods are defective, we must receive photographic evidence by email.

Refund

On arrival back at our premise we will refund all monies paid by you less the cost of collection or return of the products (if we have collected) including an administration charge (generally 15-20% of the delivered price) and less any costs for damages or missing parts. This process takes up to 14 days to process the refund, after return.

If the product is received by you and has transit damage to the outer packaging, this must be noted when signing the carrier’s delivery note or handheld computer. If it is obvious that the whole set has been damaged during transit, you can refuse delivery and ask for a replacement set to be sent.

If when unpacking the goods and within 48 hours of delivery you find that there is a manufacturing fault or missing parts, you can contact our customer service department and they will send out replacement parts.

If the goods are defective, we offer a full refund and no charge for the recovery of the goods.

Refunds will be issued by the original method of payment. Credit Card refunds must be made to the exact credit card used in the original sale.