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35 years experience and expertise in the door industry 35 years experience and expertise in the door industry We selectively source of all our products We selectively source of all our products No hidden charges – the price you see is what you’ll pay No hidden charges – the price you see is what you’ll pay
Returns and Refunds


We would love all our customers to be happy with their purchases from Doorweb but we know that sometimes you may need to return an item back to us.


Our aim is to make this as easy as possible for you. We recommend that you read the following:

 

  • Returns are accepted (with the exception of Special Order items) if they are sent back to us in the original packaging within a maximum of 30 days from receipt


  • We kindly request that any claims for damage be reported via email to us within 48 hours of receipt but within a maximum of 14 days from receipt


  • Refunds will be processed within a maximum of 14 days from our receipt of any returned items


  • All goods MUST be inspected for any damage in accordance with our Delivery Policy. Where there is evidence of damage to the outer transit packaging you must mark the delivery as 'Damaged' when signing for it


  • For damage or defects we will kindly ask for photographic evidence of any damages or faults to be attached to your communication, as this will enable us to assess the claim fully


  • Should you choose to return your order for reasons other than damage or defect, please include your name, contact details and a completed returns form with any returned items


  • When returning goods you are under a legal duty not to use the products and care should be taken to ensure that the goods remain complete and in the best possible condition including the packaging and labelling


  • Returns costs are payable by the buyer


  • In certain circumstances we may be able to arrange a collection service. The charge for this service will be agreed in writing with you upon notification of your intent to return the order. Any payable charges for this will be deducted from your total refund. This charge is determined on an individual order basis


  • No statutory cancellation rights apply to products that have been specifically made to your requirements, design or measurements. Goods made to a customer's specific order or measurements will not be accepted for cancellation or return. This does not affect your statutory rights relating to faulty or mis-described goods. For further information about your statutory rights, please contact your local Trading Standards Department


  • The working upon or installation of any item purchased shall constitute acceptance and will automatically invalidate the product for return. If you return goods to us in a condition which indicates that they have been used or attempted to be installed after you have had a reasonable chance to inspect them, we will consider you to be in breach of your legal duty to take reasonable care of the goods, and reserve the right to recover appropriate sums from you


  • Goods returned as 'faulty' but subsquently tested and found to be in working order will not be refunded if they are not in a reselable condition


  • It is critical that upon receipt of your goods you read and fully comply with the manufacturer's recommendations regarding storage, handling, finishing, installation and maintenance of your product. Failure to observe these conditions could affect any subsequent claims under warranty


  • If it is agreed by both parties that the goods will need replacement, we will arrange collection and exchange of damaged or defective goods at our expense. We will endeavour to replace the faulty items within a maximum of 14 days. If for any reason we are unable to do this you will be offered a reasonable alternative or a full refund


  • When planning installation, we always recommend that you DO NOT book your tradesperson until you are in full receipt and completely satisfied with your goods. We cannot accept liability for expenses incurred if delays should occur


  • If for any reason you are not satisfied with your purchase or need advice regarding possible damage, then please photograph the areas you would like us to see and e-mail immediately to sales@doorweb.co.uk. We will respond upon receipt and examination of your complaint


  • RETURNS ADDRESS: Doorweb, Unit 321, Faraday Mill Business Park, Faraday Road, PLYMOUTH, PL4 0ST


  • RETURNS FORM: Can be downloaded here