Overview
At Door-it, we prioritize quality craftsmanship and customer satisfaction. Please carefully review our detailed refund and returns policy before making your purchase.
1. General Terms
- All sales are final. Once your order is confirmed and processed, products are strictly non-refundable and non-returnable unless specified in the exceptions below.
- This policy applies to all doors, timber, and related custom or standard products purchased through our website.
2. Exception: Damaged Products on Delivery
- Refunds or returns will only be considered if the product is found to be significantly damaged upon delivery.
- Damage refers to structural issues or defects (e.g., cracks, warping, breakage, large scratches) that materially affect the product’s performance or appearance.
- Minor variations, natural wood grains, or color differences inherent to timber are not considered grounds for refund or return.
3. Inspection Protocol
- It is the responsibility of the customer (or their authorized recipient) to inspect all products thoroughly at the time of delivery in the presence of our delivery personnel.
- Any damage must be identified, reported, and documented before the delivery personnel leave the site.
- After acceptance and sign-off, or once the delivery team departs, no claims for damage, returns, or refunds will be accepted.
4. Reporting Damaged Products
If you identify significant damage during delivery, please follow these steps:
- Notify the delivery team immediately. Clearly point out and describe the damage.
- Document the damage by taking clear photos showing the issue and the product’s overall condition.
- Ensure the delivery team documents the complaint on their delivery sheet or digital device, including your acknowledgement and signature.
- Refuse to accept the product only if the damage is substantial as defined above. For minor imperfections that do not affect use or safety, acceptance is required.
5. Resolution Process
- Once the damaged product is documented at delivery, our team will investigate. If the claim is validated, you may choose either:
- A replacement of the same product (subject to stock availability and agreed timeframes)
- A full refund of the purchase price for the damaged item
- Resolution will be completed as quickly as possible, typically within 7-14 business days after claim acceptance.
6. Items Not Eligible for Return or Refund
- Any claim of damage after the delivery team has left your premises will not be entertained.
- Products that have been installed, altered, used, or handled after delivery, except for purposes of inspection, are ineligible for return or refund.
- Custom-made or modified items to user specifications are strictly non-refundable and non-returnable, except for significant damage as outlined above.
7. Additional Notes
- We recommend keeping the original packaging and proof of purchase until your inspection is complete.
- By confirming your purchase, you acknowledge and accept all terms of this Refund and Returns Policy.
- For assistance or further clarification, please contact care@door-it.com before placing your order.