Refund policy

Refund Policy

Last updated: 7 September 2026

We want you to be satisfied with your order. This policy explains your cancellation, return and refund rights.

Nothing in this policy affects your statutory rights.

Standard products

If you purchase a standard, non-personalised product online, you may normally cancel the order from the date it is placed until 14 days after receiving it.

You do not need to provide a reason.

To cancel, contact us using the contact form or contact details published on the website. Clearly state that you wish to cancel and include your order number.

After notifying us, you must return the product within 14 days unless we have agreed to collect it.

Made-to-measure products

The right to cancel for a change of mind does not normally apply to products:

  • manufactured to your measurements;

  • made in a colour, style or configuration selected by you;

  • personalised for you; or

  • otherwise made to your specifications.

Please check all measurements, colours, opening directions, glazing choices and other specifications carefully before approving an order.

This exception does not affect your rights if a made-to-measure product is faulty, incorrectly manufactured, not as described or incorrectly installed.

Services and fitted orders

If your order includes surveying, installation or another service, you may normally cancel the service within 14 days of the contract being formed.

If you ask us to begin a service during that cancellation period and later cancel, you may have to pay a proportionate amount for work already completed.

If the service has been completed during the cancellation period after you expressly requested early performance and acknowledged that your cancellation right would be lost upon completion, you may no longer have the right to cancel that completed service.

Different rules may apply to the goods included in a fitted order, particularly where they are made-to-measure.

Condition of returned products

You may inspect a returnable product in the same way that you would reasonably inspect it in a shop.

Products should be returned securely, with all included parts and accessories. We may make a reasonable deduction from the refund if handling beyond what is necessary to inspect the product has reduced its value.

Products that have been installed, altered, cut, drilled, painted or damaged after delivery cannot normally be returned because of a change of mind.

Return costs

Unless a product is faulty, damaged, incorrectly supplied or not as described, you are responsible for the direct cost of returning it.

Doors, windows and similar products can be large and expensive to transport. Contact us before arranging a return so that a suitable return or collection method can be agreed.

Do not send a return without first obtaining return instructions.

Delivery charges

For a valid cancellation of a standard product, we will refund the basic outbound delivery charge paid with the order.

If you chose an enhanced or more expensive delivery service, we are not required to refund the additional amount above the cost of our standard delivery service.

Faulty, damaged or incorrect products

Contact us promptly if a product:

  • arrives damaged;

  • is faulty;

  • is not as described;

  • does not match your order; or

  • has been installed incorrectly.

Please provide your order number and a description of the issue. We may request photographs or arrange an inspection to help identify the appropriate remedy.

Do not arrange repairs, alterations or disposal without first giving us a reasonable opportunity to inspect and resolve the issue.

Depending on the circumstances and your statutory rights, the remedy may include repair, replacement, repeat performance, a price reduction or a refund.

We will cover reasonable return or collection costs where goods are confirmed to be faulty, damaged, incorrectly supplied or not as described.

Reporting delivery damage

Where possible, inspect the packaging and product when it arrives.

Please report visible damage as soon as reasonably possible. Signing for a delivery or failing to report damage immediately does not remove your statutory rights.

Refund processing

Approved refunds will be issued to the original payment method unless another method is expressly agreed.

For change-of-mind returns, we may wait until we receive the products or receive evidence that they have been returned.

Refunds will be processed without undue delay and normally within 14 days of receiving the returned products or suitable evidence of return.

Your bank or payment provider may take additional time to credit the funds to your account.

How to request a return or refund

Contact us using the contact form, email address or telephone number published on the website.

Please include:

  • your full name;

  • your order number;

  • the product concerned;

  • the reason for contacting us; and

  • photographs where relevant.

We will provide the next steps and, where applicable, return or collection instructions.