Legal
Returns and cancellations
Every door is built to your specification, which changes how returns work. We would rather explain that clearly now than argue about it later.
Last updated 28 July 2026
The short version
- Free changes or cancellation until your door enters manufacture, usually within 24 hours of payment.
- After that, a bespoke door cannot be cancelled or returned, because it cannot be resold.
- If the door is faulty, damaged or not what you ordered, you are fully protected and we will sort it.
Before manufacture
Ring or email us as soon as you can with your order reference. If the order has not gone to the factory we will change it or cancel it and refund you in full, back to the card you paid with, normally within three to five working days.
After manufacture has begun
Once your door is in production it cannot be cancelled. It is built to your sizes, in your colour, with your glass and your hardware, and there is no second customer for it.
This is a recognised exception in consumer law: the 14 day right to cancel under the Consumer Contracts Regulations 2013 does not apply to goods made to a consumer's specification or clearly personalised. It is not us being difficult, and every made to measure door supplier operates the same way.
If something is wrong
None of the above affects your rights if the door is faulty, damaged or not as described. Those rights are unaffected by the fact it was made to order.
- 1Damaged in transit: note it on the delivery paperwork, photograph it and ring us the same day.
- 2Not what you ordered: send us photographs and your order reference and we will compare against the confirmation.
- 3Faulty: contact us with photographs. Where it is a manufacturing fault we arrange repair or replacement at no cost to you.
Contact us, never the manufacturer. We placed the order and it is ours to resolve.
Wrong sizes
If a door is built to the sizes you supplied and those sizes turn out to be wrong, that is not a fault and we cannot refund it. We will always help you find the least painful way forward, and we will check any measurements you send us before you order, free of charge. Please use that.
Refunds
Refunds go back to the original payment method. Card refunds usually appear within three to five working days of us processing them, though your bank may take a little longer to show it.
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