Thank you for shopping at Home Build Doors. We want to ensure that you are completely satisfied with your purchase. However, due to the nature of our products, particularly doors and windows which are non-stock items and made to measure, we have specific refund policies in place. Please read this policy carefully before making a purchase.
Non-Refundable Products:
- Doors and Windows: All doors and windows sold on our website are considered non-stock items and made to measure. Due to the custom nature of these products, they cannot be returned or refunded once the order has been placed and production has begun. We strongly encourage you to double-check all measurements and specifications before finalising your order.
Exceptions:
-
Manufacturing Defects: In the rare event that your door or window arrives with a manufacturing defect, we will work with you to resolve the issue. Please contact our customer support team within 7 days of receiving the product, providing detailed information and supporting evidence (e.g., photographs) of the defect. We may request additional information or arrange for an inspection if necessary.
-
Shipping Damage: If your door or window is damaged during transit, please notify us within 3 days of delivery. We will require photographs and a detailed description of the damage for our records. We will work with you to resolve the issue, which may include a replacement or repair depending on the extent of the damage.
Process for Requesting a Refund:
To request a refund for a defective or damaged product as described above, please follow these steps:
- Contact our customer support team via email or phone within the specified timeframe (7 days for manufacturing defects and 48 hours for shipping damage).
- Provide your order number, a detailed explanation of the issue, and any supporting evidence (such as photographs).
- Our customer support team will review your request and may request additional information or evidence if needed.
- If your refund request is approved, we will provide you with instructions on how to proceed. Please note that any refunds will be issued in the same form of payment used for the original purchase.
Please note the following additional terms and conditions:
-
Customised Orders: Doors and windows that have been customised according to your specific requirements, such as unique colours, sizes, or design modifications, are considered non-refundable. The only exceptions to this would be manufacturing defects, damage during transportation or if you've received the wrong product.
-
Installation: Our refund policy only covers the product itself and does not extend to installation or labour costs. We recommend consulting with a professional installer before purchasing our products to ensure proper fit and installation.
-
Cancellations: Once an order has been placed and production has begun, cancellations are not possible for doors and windows as they are made to measure. Therefore, please carefully consider your purchase before finalising your order.
-
Change Requests: Modifications or changes to an order cannot be made once it has been placed. It is crucial to review your order details thoroughly to avoid any potential issues.
-
Fast Track:
Please be advised that the fast track lead time is not guaranteed due to the inherent uncertainties in the manufacturing process. As such, delays may occur. The fast track lead time is approximately 16 days; however, this timeframe is subject to variation and may be extended.
It is important to note that costs are incurred by us for all fast track orders. Consequently, refunds for fast track orders will not be issued under any circumstances, regardless of any delays or extensions in the lead time. By opting for the fast track service, you acknowledge and accept these terms.
By completing a purchase on our website, you acknowledge that you have read, understood, and agreed to our refund policy.
If you have any questions or concerns regarding our refund policy, please contact our customer support team, and we will be happy to assist you.
The Home Build Doors Team
Sales@homebuilddoors.co.uk