These rights during the ‘Cooling-Off Period’ and any related obligations apply only to consumers and not to commercial customers.
As a consumer, you have the right to cancel your order for any reason within 14 working days from the date of delivery. To do so, please notify us in writing (preferably via email to info@topdoorsdirect.co.uk) as soon as possible. The product must then be returned to us in a complete, resaleable condition, and in its original packaging within an additional 14 days. You are responsible for courier return charges.
Non-Returnable Items
Made-to-order products (e.g., those with extended lead times or customised specifications) are non-returnable and non-refundable, as they are manufactured specifically for your order. Made-to-measure items are crafted to industry standards with a +/-1.5mm tolerance on dimensions. Once specifications have been agreed and signed, changes are not accepted. Any costs arising from amendments made after this point will be charged at full commercial rates.
If a made-to-order product is found to be defective upon delivery, please report this immediately to arrange for a replacement.
Stock Products
For items advertised as in stock, if the goods have not yet been dispatched at the time of cancellation, we will refund all monies paid within 14 days of receiving your cancellation request.
If the goods have already been dispatched or received, but you wish to cancel, do not unpack the items. You must return them in line with our guidelines using a reputable carrier, and all returns should be arranged with our customer service team. To minimise risk, we strongly recommend using a carrier that offers an insured transit option to cover any damage during the return process. Please contact us at info@topdoorsdirect.co.uk to coordinate the return.
While in your possession, the goods must be kept in good condition and stored in accordance with our product storage guidelines, which can be accessed here
You will be responsible for any loss, damage, or destruction of the items while they are in your care, as ownership of the goods transfers to you upon delivery.
Returning Products
Returned goods must reach us in good condition within 14 days of your notification of cancellation. Upon their return, we will inspect the items for damage or missing parts. If any issues are identified, we will notify you immediately and provide photographic evidence so you can address the matter with your chosen courier.
Refunds will only be issued for products that are returned in an “as new” resaleable condition. Any costs incurred for replacing damaged or missing parts will be deducted from the refund amount. Please allow up to 14 days after the goods’ return for the refund to be processed.
Damages and issues
Receiving Your Order – Important Information
When your order arrives, please inspect the goods and packaging for any signs of damage before unpacking. Follow these steps if you notice any issues:
Clearly Damaged Goods:
Refuse delivery and inform the courier by marking the delivery note or hand-held device as "badly damaged and returned."
Contact our Customer Service team immediately at 0333 090 0506
Damaged Outer Packaging:
Accept the delivery and note "packaging damaged" on the delivery documentation.
Unpack and check the contents for defects, faults, or missing items within 48 hours of delivery.
Reporting Issues:
Any damage or missing items not recorded on the delivery note must be reported within 48 hours.
Failure to do so may result in your claim being rejected.
Do not modify or install any product if it is damaged, as this is considered acceptance of the item’s quality.
Replacement Parts:
For damaged or missing parts from kits, contact our Customer Service team for replacements. There’s no need to return the entire kit.
How to Report Issues:
Email info@topdoorsdirect.co.uk with your order details (delivery number and postcode), images, and a description of the issue.
We aim to replace missing or damaged items promptly, subject to stock availability.
Key Reminders:
Ensure all goods are present and correct before booking fitters.
Deliveries are made to the address you provide. If incorrect, re-delivery charges may apply.
A person aged 18+ must sign for the delivery.
Delivery hours are between 06:30 and 19:00, Monday to Friday. Saturday deliveries are by agreement only.
If delivery fails due to no one being available, additional charges may apply for re-delivery, transportation, or storage.
Delivery Guidelines:
For larger deliveries, goods may be delivered kerbside. Ensure someone is available to assist with offloading, as couriers are not insured to bring items into your home.
By following these steps, we can quickly resolve any issues and ensure your satisfaction. Thank you for choosing Top Doors Direct!
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@topdoorsdirect.co.uk
