Return and Refund Policy

Last updated: 4 June 2026

This Return and Refund Policy applies to products supplied by The Wooden Door Co, also referred to as WDC.

Please read this policy alongside our Terms & Conditions. If there is any conflict between this policy and our Terms & Conditions, the Terms & Conditions will apply unless your statutory rights say otherwise.

Nothing in this policy affects your statutory rights where goods are faulty, not as described, or where such rights cannot lawfully be excluded.

1. Contact us before returning anything

You must contact us before returning any product.

Please do not send products back without written approval from WDC. Unauthorised returns may be refused.

Contact details:

Email: info@thewoodendoorco.co.uk
Telephone: 0800 464 0392

Returns address, unless we confirm otherwise in writing:

The Wooden Door Co
Abacus
Unit 2 First Floor
2 Northwest Business Park
Servia Hill
Woodhouse
Leeds
LS6 2QH

When contacting us about a return, damage or fault, please include your name, invoice/order reference, photographs and a clear description of the issue.

2. Standard products

If you are a consumer and you have ordered a standard, non-bespoke product by distance sale, you may have a legal right to cancel the order within 14 days after delivery, unless an exception applies.

Standard products must be returned unused, uninstalled, unaltered, undamaged, in original condition and suitably packaged.

Unless the product is faulty, damaged or not as described, you are responsible for the cost and risk of returning the product to us.

We may reduce a refund where a product has been handled beyond what would reasonably be allowed in a shop, or where the value has been reduced by damage, use, missing packaging, poor repackaging or handling.

3. Bespoke, made-to-measure and special-order products

Bespoke, made-to-measure, custom, personalised and special-order products cannot normally be cancelled, returned or refunded once confirmed, ordered, allocated, machined, finished or put into production, unless they are faulty, not as described, or we are otherwise required by law to provide a remedy.

This includes, but is not limited to:

• made-to-measure doors;
• non-standard sizes;
• custom designs;
• painted doors;
• factory-finished doors;
• Primed+ products;
• industrial-style doors;
• RAL finishes;
• custom veneers;
• bespoke glazing layouts;
• fire doors made or supplied to schedule;
• project-specific quantities;
• bespoke frames or linings;
• machined products;
• lipped products;
• supplier items ordered specifically for you.

Because these products are made, finished, ordered or allocated specifically for your order, they are not treated in the same way as standard stock items.

4. Cancelling before production or ordering begins

If you ask to cancel a bespoke, made-to-measure or special-order product before production has started, we may agree to cancel at our discretion.

Where we agree, we may deduct reasonable non-recoverable costs already incurred, including ordered materials, supplier charges, project-specific components, design/admin work, scheduling, machining preparation or manufacturing costs.

Once materials have been ordered, supplier orders have been placed or production has started, cancellation will usually not be possible unless we agree otherwise in writing or unless required by law.

5. Delivery damage and missing items

Products must be inspected carefully on delivery or as soon as reasonably possible after delivery.

Visible delivery damage, transit damage, missing items or obvious specification concerns should be reported to us within 36 hours of delivery.

Where possible, delivery damage should be noted on the delivery paperwork or courier record at the time of delivery.

Please keep all packaging and take clear photographs of the issue.

Do not fit, cut, drill, trim, paint, machine, install or otherwise alter any product that you believe is damaged, incorrect or faulty before contacting us.

The 36-hour reporting period does not remove any statutory rights that cannot lawfully be excluded, but prompt reporting is required so that delivery and handling issues can be investigated properly.

6. Faulty or incorrect products

If you believe a product is faulty, incorrect or not as described, please contact us as soon as possible with photographs and full details.

We may require photographs, video, further information, inspection, return of goods or an investigation before accepting that a product is faulty or incorrect.

If a product is confirmed to be faulty, incorrect or not as described, we will provide an appropriate remedy. Depending on the circumstances and your legal rights, this may include repair, replacement, remake, refund, partial refund, touch-in guidance or another suitable solution.

7. Installed, altered or damaged goods

Products that have been installed, cut, trimmed, drilled, planed, painted, sealed, machined, fitted with ironmongery, altered or damaged during fitting are normally non-returnable unless the issue is a hidden defect that could not reasonably have been identified before the product was altered or installed.

We are not responsible for faults, damage or finish issues caused by:

• incorrect installation;
• incorrect measurements supplied by others;
• incorrect trimming;
• excessive trimming;
• drilling errors;
• machining errors;
• blunt blades;
• rough handling;
• carrying damage;
• forcing doors into openings;
• incorrect frames or linings supplied or fitted by others;
• unsuitable ironmongery;
• unsealed cuts or exposed timber;
• failure to follow storage or finishing guidance;
• damp, wet, dusty or unsuitable site conditions;
• moisture;
• heat;
• plaster dust;
• direct sunlight;
• damage caused after delivery.

8. Natural timber and veneer variation

Timber is a natural material. Natural variation is part of the character of timber products and is not automatically a defect.

Natural characteristics may include colour variation, grain variation, knots, figuring, veneer variation, shade variation, texture variation and natural movement.

Minor movement, bowing, cupping, twisting, expansion, contraction or splitting within reasonable material or manufacturing tolerance is not a manufacturing defect, especially where caused or contributed to by storage, site conditions, humidity, moisture, dryness, heat, incorrect fitting, unsealed edges or failure to follow aftercare guidance.

9. Painted, factory-finished and Primed+ products

Factory-applied paint, primer or Primed+ finishes are supplied as fit-ready finishes for clean and careful installation unless we expressly agree otherwise in writing.

A factory-applied finish is not a guarantee that no final site decoration, local touch-in, adjustment coat or finishing work will ever be required after installation.

Fine hairline cracks, paint film breaks, lipping paint splits, minor movement at joints, or localised marks caused by fitting, forcing, wedging, trimming, drilling, planing, handling, impact, unsuitable storage or site conditions are site finishing or touch-in items and are not manufacturing defects.

Every cut, planed, drilled, machined or exposed timber area must be sealed or touched in immediately using a suitable coating system.

We may offer advice, touch-up paint or a touch-up kit where appropriate. This may be chargeable depending on the circumstances.

10. Refunds

Where a refund is due, it will usually be made to the original payment method.

Refund timing may depend on the payment provider, bank or card issuer.

Where products need to be returned before a refund is issued, we may wait until we have received the products back or until you provide suitable evidence that they have been sent back.

Refunds may be reduced where products have been damaged, used, installed, altered, handled excessively or returned in unsuitable condition, except where the law says otherwise.

11. Trade and business customers

If you are buying as a business, trade customer, contractor, builder, joiner, architect, developer, landlord, interior designer or other professional/commercial buyer, consumer cooling-off rights do not apply.

Trade and business orders may only be cancelled or returned at WDC’s discretion unless the goods are faulty, incorrect, not as described or we are otherwise required by law to provide a remedy.

Trade customers must inspect goods promptly on delivery and report visible damage, missing items or obvious issues within 36 hours.

12. This policy and our Terms & Conditions

This policy should be read alongside our full Terms & Conditions, which contain more detailed wording about bespoke products, payment, delivery, measurements, storage, installation, natural timber, factory finishes, fire doors and trade orders.