Terms & Conditions

Last updated: 4 June 2026

These Terms & Conditions apply to enquiries, quotations, orders and purchases made from The Wooden Door Co.

Please read these terms carefully before placing an order. By confirming an order, paying a deposit, paying in full, or instructing us to proceed, you agree to be bound by these Terms & Conditions.

Nothing in these Terms & Conditions affects your statutory rights where goods are faulty, not as described, or where such rights cannot lawfully be excluded.

1. About us

The Wooden Door Co is the trading name used by Wood & Bespoke Ltd.

Our registered and trading address is:

Abacus
Unit 2 First Floor
2 Northwest Business Park
Servia Hill
Woodhouse
Leeds
LS6 2QH

Our returns address is the same as our trading address unless we confirm otherwise in writing.

You can contact us by:

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

In these terms, “WDC”, “we”, “us” and “our” mean The Wooden Door Co.

2. Our website and quote basket

Our website is a catalogue and quotation website. It is not a full ecommerce checkout website.

Products shown on the website are displayed for browsing, specification, enquiry and quotation purposes. Adding items to a quote basket, submitting an enquiry, sending a message, or using any form on the website does not create an order or contract.

A quote basket submission simply helps us understand which products, quantities, sizes, finishes or specifications you are interested in so we can review your enquiry and provide pricing or further information.

3. Quotes, invoices and order confirmation

A quotation from WDC is not an accepted order unless and until we confirm acceptance in writing.

An order is only confirmed when:

1. we issue a written quotation, invoice, order confirmation or agreed specification; and
2. you check and approve the details; and
3. you pay the required deposit or full payment.

It is your responsibility to check all details on the quotation, invoice, order confirmation, specification, schedule or written correspondence before making payment. This includes product type, sizes, quantities, handing, finish, veneer, colour, glazing, fire rating, frame details, lipping, delivery address and any other specification details.

Payment of a deposit or full payment will be treated as confirmation that you have checked and accepted the order details.

4. Payment, deposits and ownership

Orders may be paid in full or by a minimum 60% deposit, unless otherwise agreed in writing by WDC.

Production, ordering of materials, ordering from suppliers, and allocation of a manufacturing slot will not begin until the required payment has been received in cleared funds.

Any remaining balance must be paid in full before dispatch, delivery or collection.

Goods remain the property of WDC until we have received cleared payment in full for the goods and any delivery or associated charges.

We may withhold dispatch, delivery, collection, release of goods or further work until all outstanding sums have been paid.

5. Standard products, bespoke products and special-order goods

For the purpose of these terms, products generally fall into two categories:

Standard products

Standard products are products supplied in standard supplier or manufacturer sizes, finishes or specifications, where the product is not made, altered, specially ordered or customised for you.

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

Bespoke, made-to-measure and special-order products include, but are not limited to:

• made-to-measure doors;
• non-standard sizes;
• custom designs;
• bespoke internal doors;
• bespoke frames, linings or architrave;
• custom glazing layouts;
• fire doors made or supplied to schedule;
• project-specific doors;
• Primed+ doors;
• painted or factory-finished doors;
• RAL finished doors;
• custom veneer doors;
• lipped doors;
• machined doors;
• doors with bespoke ironmongery preparation;
• special-order items;
• non-stock sizes or finishes;
• project quantity orders;
• goods ordered from a supplier specifically for you or your project;
• any product manufactured, adapted, finished, machined, glazed, ordered or allocated specifically for you.

Bespoke, made-to-measure and special-order products are not treated in the same way as standard stock products because they are produced, ordered or allocated specifically for your requirements.

6. Bespoke and made-to-measure orders

Bespoke and made-to-measure orders are manufactured or supplied based on the information confirmed by you, your builder, joiner, architect, contractor, designer or other representative.

We do not normally attend site to take measurements. Measurements are the responsibility of the customer unless we have expressly agreed otherwise in writing.

You are responsible for ensuring that all measurements, specifications and order details are correct before confirming the order and paying the deposit or full payment.

Once a bespoke, made-to-measure or special-order product has been confirmed and materials have been ordered, supplier orders have been placed, or production has started, the order cannot usually be cancelled, changed or returned unless we agree otherwise in writing or unless required by law.

7. Measurements, specifications and customer approval

You must check all order details carefully before confirming an order. This includes, where relevant:

• product names and descriptions;
• sizes;
• quantities;
• door handing;
• opening direction;
• door thickness;
• frame or lining sizes;
• outside frame sizes;
• glazing layout;
• glass type;
• finish;
• veneer;
• colour;
• RAL reference;
• lipping;
• fire rating;
• ironmongery compatibility;
• delivery address;
• site access;
• project schedule details.

Where frames are ordered with doors, and unless agreed otherwise, we may manufacture to the outside frame size or the size/specification confirmed in the order. We will manufacture the door to suit the agreed frame specification using appropriate manufacturing allowances and tolerances.

If drawings, marked-up schedules or specification documents are requested or provided, these must be checked and approved before production. We are not responsible for errors in customer-supplied drawings, sizes, schedules or specifications.

8. Changes and cancellations

Changes to an order after confirmation are at WDC’s discretion.

Changes to sizes, designs, specifications, finishes, glazing, fire ratings or quantities after confirmation may incur additional charges depending on the production stage, materials ordered, labour already carried out and supplier costs incurred.

If you request 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 but not limited to supplier orders, materials, 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, bespoke, made-to-measure and special-order products cannot usually be cancelled or refunded unless they are faulty, not as described, or we are otherwise required by law to do so.

Business and trade orders may only be cancelled at WDC’s discretion.

9. Natural timber, veneer, knots, colour and movement

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, but are not limited to:

• variation in colour;
• variation in grain;
• variation in veneer pattern;
• knots;
• figuring;
• mineral marks;
• medullary rays;
• density variation;
• texture variation;
• shade variation between components;
• variation between samples, swatches, photographs and finished products.

Where veneer is used, veneer matching, grain direction, shade and figure may vary unless a specific written agreement has been made.

Website images, showroom samples, photographs, swatches and previous project images are indicative only. Natural timber and veneer products may vary from images or samples due to material variation, lighting, screen display settings, manufacturing batches and finishing processes.

Timber can expand, contract, bow, cup, twist, split or move due to changes in moisture, humidity, temperature, storage, finishing, installation and site conditions. Minor movement within reasonable manufacturing or material tolerance is not a manufacturing defect.

We cannot guarantee against timber movement, shrinkage, expansion, warping, twisting, splitting or bowing where this is caused by or contributed to by site conditions, unsuitable storage, moisture, dryness, heat, wet trades, plaster dust, poor ventilation, incorrect finishing, unsealed cuts, incorrect installation or failure to maintain the product.

10. Treatment, storage and site conditions

All timber products must be stored and handled correctly.

Unless we provide specific written instructions to the contrary, timber products must be:

• kept dry;
• stored indoors;
• stored flat or correctly supported;
• protected from wet trades;
• protected from plaster dust;
• protected from direct heat;
• protected from moisture;
• protected from excessive dryness;
• protected from direct sunlight where relevant;
• kept away from radiators, heaters, underfloor heating exposure and damp conditions;
• allowed to acclimatise to the property before fitting where site conditions have changed.

Timber products should not be stored in garages, outbuildings, unheated spaces, damp areas, freshly plastered rooms, wet sites or areas where humidity and temperature are not controlled.

All faces, edges, cut-outs, hinge recesses, lock pockets, letter plates, drilled holes, planed areas, trimmed edges and exposed timber must be sealed or treated promptly and properly.

End grain and exposed cut timber are particularly vulnerable to moisture ingress. Failure to seal exposed timber can cause swelling, splitting, movement, coating failure or warping.

If a door requires trimming, trimming should be carried out evenly and carefully. Excessive trimming, trimming beyond recommended limits, or trimming that weakens the construction may affect performance and will not be our responsibility.

Mortice locks, latches, hinges and other ironmongery must be fitted correctly. Excessive cutting, blunt blades, incorrect tools, oversized lock cavities, drilling errors, or cutting into structural joints can weaken the door and may invalidate any claim.

11. Painted, factory-finished and Primed+ products

This section applies to painted doors, factory-finished doors, Primed+ products and industrial-style doors.

Factory-applied paint, primer or Primed+ finishes are supplied as fit-ready finishes for clean, 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.

Lipping, joint lines, edges, corners, glazing bars, beads and ironmongery areas form part of the normal construction of timber door products.

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.

Before fitting, the customer and/or installer must inspect the products carefully and report any transit damage, visible workshop concern or specification issue before trimming, drilling, machining, painting, fitting or installation begins.

During fitting, doors must be dry-fitted carefully and must not be forced into the opening. Suitable protection must be used around edges, lippings, corners, glazing bars and ironmongery areas.

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

Fitting, trimming, drilling, machining, painting or installation will normally be treated as confirmation that the product has been checked and accepted for installation, except where a defect could not reasonably have been identified before installation.

Damage, handling marks, coating cracks, lipping paint splits or finish issues caused during or after fitting are the responsibility of the customer and/or installer and may require local touch-in or additional finishing work.

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

12. Fire doors and fire-rated products

Fire doors and fire-rated products must be specified, installed and maintained correctly.

Unless expressly agreed otherwise in writing, WDC supplies fire door leaves, frames, linings, seals, hardware, glazing or related components as separate items. We do not supply a fully installed, pre-hung or certified doorset package unless this is expressly confirmed in writing.

Fire performance depends on the full installed assembly, including but not limited to:

• the door leaf;
• frame or lining;
• intumescent seals;
• smoke seals where required;
• fire-rated glazing;
• beads;
• hinges;
• closers;
• locks and latches;
• ironmongery;
• gaps and clearances;
• installation method;
• wall construction;
• workmanship;
• ongoing maintenance.

It is the responsibility of the customer, specifier, architect, contractor, installer, building control officer or other relevant professional to confirm that the products ordered are suitable for the project, fire strategy, building regulations, local inspector requirements and intended installation.

Where we manufacture or supply fire-rated products, we do so in accordance with the agreed specification, available manufacturing guidance and relevant supporting information available to us. However, we are not responsible for the compliance, certification or performance of the final installed system unless we have expressly agreed in writing to supply a complete certified package and the installation requirements are fully met.

Any site modification, incorrect trimming, incorrect glazing, incorrect frame, incorrect seals, incorrect ironmongery, poor installation, excessive gaps or unauthorised alteration may affect fire performance and may invalidate any certification or performance claim.

13. Delivery, unloading and access

We offer delivery across the UK, subject to availability, access and quotation.

Delivery may be made by WDC vehicles or by a third-party courier, pallet network or delivery company.

Unless expressly agreed otherwise, delivery is to kerbside only. Third-party courier and pallet deliveries are normally kerbside only.

Where delivery is made by a WDC driver, we may assist with unloading to a reasonable location where safe and practical, but this is at our discretion and requires suitable help from the customer or site.

We do not deliver upstairs, lift over obstacles, carry through difficult access routes, remove doors from packaging for carrying, or take responsibility for damage caused by unsuitable access, lack of assistance or unsafe unloading conditions.

The customer must ensure:

• someone is available to receive delivery;
• adequate help is on site to unload;
• access is suitable for the delivery vehicle;
• the delivery location is safe;
• goods can be inspected;
• goods can be moved safely into suitable storage immediately after delivery.

Deliveries may take place between 8am and 8pm unless we agree otherwise.

Failed deliveries, missed delivery appointments, lack of access, nobody available to receive goods, unsafe unloading conditions or refusal of delivery may result in additional charges.

14. Lead times

Lead times are estimates unless we expressly confirm a fixed delivery date in writing.

Lead times usually begin from the date cleared payment is received and all required order details, approvals and specifications have been confirmed.

Where payment is received outside working hours, over a weekend or on a bank holiday, the lead time may begin on the next working day.

Lead times may be affected by supplier delays, material availability, glass availability, fire-rated component availability, manufacturing delays, transport delays, customer changes, late approvals, site issues or events outside our control.

We will aim to notify you of significant delays as soon as reasonably possible.

Customer changes after order confirmation may increase lead times.

15. Inspection, delivery damage and reporting issues

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

You must keep all packaging, take clear photographs and avoid fitting, cutting, drilling, painting, machining, installing or altering any product that you believe is damaged, incorrect or faulty.

If a product is installed, altered, drilled, trimmed, painted, machined or otherwise used before an issue is reported, this may affect our ability to investigate and may affect any remedy available, unless the issue was a hidden defect that could not reasonably have been identified before installation.

We will usually ask for photographs and details first. We may require further information, inspection, return of goods or an investigation before accepting that a product is faulty or damaged.

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.

16. Installation, alteration and non-returnable goods

WDC does not install products unless expressly agreed in writing.

Installation is the responsibility of the customer and/or their installer, joiner, builder, contractor or other appointed person.

We are not responsible for:

• incorrect installation;
• incorrect measurements supplied by others;
• incorrect trimming;
• excessive trimming;
• drilling errors;
• machining errors;
• blunt blades;
• poor workmanship;
• 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 damage;
• heat damage;
• plaster dust;
• direct sunlight damage;
• damage caused after delivery.

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.

17. Returns, cancellations and refunds for consumers

This section applies where you are a consumer, meaning an individual buying products mainly for personal use and not for business, trade or professional purposes.

For standard products bought by distance sale, you may have a legal right to cancel within 14 days after delivery unless an exception applies.

This cancellation right does not normally apply to bespoke, made-to-measure, clearly personalised, special-order or custom products that are made, ordered, altered, finished, machined, glazed or supplied to your specification.

If you wish to cancel a standard product order, you must contact us in writing.

Returned standard products must be 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 products to us.

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

Refunds will normally be made to the original payment method.

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

18. Returns and cancellations for 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;
• painted doors;
• Primed+ products;
• RAL finishes;
• custom veneers;
• bespoke glazing layouts;
• fire doors to schedule;
• project-specific quantities;
• bespoke frames or linings;
• machined or lipped products;
• supplier items ordered specifically for you.

If a bespoke or special-order product is genuinely faulty, not as described or does not meet the agreed specification, we will investigate and, where appropriate, offer a suitable remedy. This may include repair, replacement, remake, refund or another appropriate solution depending on the circumstances and your legal rights.

19. Trade and business customers

This section applies where you are buying as a business, trade customer, contractor, builder, joiner, architect, developer, landlord, interior designer or other professional/commercial buyer.

Business and trade customers do not have consumer cooling-off rights.

Trade discounts may be offered at WDC’s discretion and may depend on order frequency, project value or customer relationship. Trade discount does not mean credit terms are offered.

We do not offer credit accounts unless expressly agreed in writing. Payment is due before goods leave us.

Trade and business customers are responsible for checking all quotations, invoices, order confirmations, schedules and specifications before making payment.

Cancellation of trade, business, bespoke, project or special-order goods is at WDC’s discretion.

We are not liable for site labour costs, contractor costs, delay costs, loss of profit, loss of business, loss of opportunity, project delay penalties or other indirect or consequential losses, except where liability cannot lawfully be excluded.

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

20. Prices, availability and errors

Prices, product information, availability and lead times may change.

Quotations are valid only for the period stated on the quotation. If no period is stated, the quotation may be withdrawn or revised at any time before order confirmation.

We try to ensure that all prices and product details are accurate, but errors may occur. If we identify an obvious pricing, description or availability error before an order is confirmed, we may correct the error and issue a revised quotation.

We are not obliged to supply products at an obvious incorrect price or specification error.

21. Images, samples, swatches and descriptions

Product images, lifestyle images, website visuals, samples, swatches, finish cards and project photographs are for guidance only.

Actual products may vary due to:

• natural timber variation;
• veneer variation;
• paint batch variation;
• lighting;
• screen settings;
• photography;
• manufacturing batches;
• glass appearance;
• finish application;
• natural ageing of materials.

Descriptions are intended to give a general indication of product style, use and specification. Final order details will be based on the agreed quotation, invoice, order confirmation, specification or written correspondence.

22. Risk and ownership

Risk in the products passes to you when the products are delivered to the delivery address, collected by you, or collected by a courier or third party arranged by you.

Ownership of the products remains with WDC until we receive cleared payment in full for all goods, delivery and associated charges.

Until ownership passes to you, you must keep the products safe, dry, protected and identifiable.

23. Faults and remedies

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

We may require photographs, video, further information, inspection, return of goods or an investigation before accepting a fault.

Where products are found to be faulty, not as described or otherwise require a remedy by law, we will provide an appropriate remedy. Depending on the circumstances, this may include repair, replacement, remake, refund, partial refund, touch-in guidance or another suitable solution.

We are not responsible for faults, damage or finish issues caused by incorrect storage, incorrect installation, unsuitable site conditions, customer-supplied measurements, customer-supplied specifications, rough handling, alteration, trimming, drilling, machining, unsealed edges, moisture, heat, impact, or failure to follow our instructions.

24. Liability

We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any rights that cannot be excluded by law.

Subject to the above, our liability is limited to the price paid for the product giving rise to the claim.

We are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of contract, loss of opportunity, site labour costs, contractor costs, project delay costs, installation costs, removal costs, redecoration costs or other consequential losses, except where such liability cannot lawfully be excluded.

25. Events outside our control

We are not responsible for delays or failure to perform our obligations where caused by events outside our reasonable control.

This may include, but is not limited to:

• supplier delays;
• manufacturing delays outside our control;
• material shortages;
• glass shortages;
• transport delays;
• courier delays;
• severe weather;
• fire;
• flood;
• strike or industrial action;
• illness or epidemic;
• power failure;
• machinery breakdown;
• import delays;
• government restrictions;
• events affecting suppliers or manufacturers.

Where an event outside our control affects your order, we will aim to notify you and take reasonable steps to minimise the impact.

26. Third-party suppliers and linked websites

We may supply goods manufactured, finished, delivered or provided by third-party suppliers.

We may also link to third-party websites, including hardware or partner websites. We are not responsible for the content, products, services or terms of third-party websites unless expressly stated.

Where you buy directly from a third-party website, your contract will normally be with that third party, not WDC.

27. Complaints and contact

If you have a complaint or issue with an order, please contact us as soon as possible.

Email: info@thewoodendoorco.co.uk
Telephone: 0800 464 0392
Address: Abacus, Unit 2 First Floor, 2 Northwest Business Park, Servia Hill, Woodhouse, Leeds LS6 2QH

Please include your name, order/invoice reference, photographs where relevant, and a clear explanation of the issue.

28. Changes to these Terms & Conditions

We may update these Terms & Conditions from time to time.

The terms that apply to your order will be the terms in force at the time your order is confirmed, unless a change is required by law or agreed in writing.

29. If any part of these terms is invalid

If any part of these Terms & Conditions is found to be invalid, unlawful or unenforceable, the remaining parts will continue to apply.

30. Law and jurisdiction

These Terms & Conditions are governed by the law of England and Wales.

If you are a consumer, you may bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also have the right to bring proceedings there.

If you are a business customer, the courts of England and Wales will have exclusive jurisdiction over any dispute or claim arising from these terms, any order, or any contract with WDC.