Returns Policy
The policy
How returns work
This is the one thing that decides everything else on this page, so check it first. Made to measure. Most doors on this site are manufactured for you. You choose the size, the colour inside and out, the glazing, the opening side and the hardware, and the door is then built to that specification. From stock. A small number of doors are held in fixed sizes and are not altered for you. These are listed as stock items. Your order confirmation says which one you have. If you are not sure, email info@royaldoors.co.uk with your order number and we will tell you.
First: is my door made to measure, or from stock?
You may cancel a made-to-measure order within 3 working days of the day it is confirmed, without giving a reason. The window closes at 11:59 pm UK time on the third working day. Working days are Monday to Friday, excluding bank holidays. During those days the order is held and is not normally released to the manufacturer. To cancel, email info@royaldoors.co.uk with your order number. You do not have to say why. We may deduct a cancellation and administration charge of up to £70 plus VAT . That covers costs we have genuinely already incurred - card and PayPal fees we cannot recover, the bookkeeping, and the staff time to process and reverse the order. If our actual costs are lower, the deduction is lower. Ask and we will explain the figure. This charge is not applied where the law does not allow it. Clause 8.2 of our Terms and Conditions.
Made to measure: the first 3 working days
Once those 3 working days have passed, the order can be released for production and cancellation is no longer automatic. If you ask to cancel, we will check how far the order has actually gone and tell you honestly what is still possible. Where cancelling leaves us out of pocket, you may be responsible for those losses - but only the ones that are real and that we can demonstrate: a manufacturing charge we cannot get back, materials already committed to your door, the administration involved. If the door has already been made to your specification and cannot be resold or reused, that loss can be large, and in some cases it can be the full price. We take reasonable steps to keep it down, and we do not simply keep the whole order value because the three days have passed. None of this applies where we are the ones at fault. Clause 8.3.
Made to measure: after 3 working days
Doors supplied from stock are not made to your specification, so the statutory 14-day cancellation right applies. Tell us within 14 calendar days of the day after you receive the goods. You do not need to give a reason. Email info@royaldoors.co.uk with your order number and a clear statement that you are cancelling. Send the goods back within 14 calendar days of telling us, unless we agree to collect them. Where an order arrives in more than one consignment, the period is worked out under the relevant consumer regulations. Clause 8.5.3.
Stock doors: 14 days to change your mind
The direct cost of sending a stock door back is yours when you are simply changing your mind. A door is bulky and cannot go by ordinary post, so that cost is not trivial - we tell you the figure, or a fair estimate of it, before you buy. Please pack it properly. Keep the original packaging if you still have it, and use a tracked or insured service; a door damaged on its way back to us is a loss you may carry. You may unpack and handle a door as much as you reasonably would in a shop, to see what it is and that it works. If it comes back handled further than that, we may deduct for the drop in its value. Original packaging helps, but not having it does not take away your right to cancel. The £70 administration charge does not apply when you are using this statutory 14-day right. Clauses 8.5.3.5 to 8.5.3.10.
Stock doors: what the return will cost you
Two minutes here saves a great deal later. Where you reasonably can, check before the driver leaves: Sizes, and the number of items. Colour and finish, inside and out. Which way the door opens. The glazing. Handles, locks and the rest of the hardware. Visible damage to the frame, the panel or the glass. Note anything you find on the delivery paperwork. Signing the delivery note confirms that the goods arrived. It does not sign away your rights over damage you find later, hidden faults, or a door that is not what you ordered. Clause 8.5.2.
When the delivery arrives: what to check
This is a different situation entirely, and nothing above limits it. If the size, the colour, the opening side, the glazing or the hardware is not what your order confirmation says, tell us within 14 working days of delivery - and, where you reasonably can, before the door is fitted . Fitting a door we have got wrong makes it far harder and more expensive to put right. Send to info@royaldoors.co.uk: Your order number. What is wrong. Photographs of the door showing it. Photographs of the packaging and the labels, if you still have them. Any measurements you have taken. Those 14 working days are so we can investigate while the evidence is fresh. Reporting later does not cancel your legal rights. Clause 8.5.4.2.
If the door is not what you ordered
Where the door still suits you, we may offer to settle it between us rather than replace it - you keep it at an agreed lower price, or we make a partial refund, or we supply a different configuration with any price change agreed in writing first. That is an offer, never an obligation. You do not have to accept a door that is not what you ordered , and we will not ask you to pay anything to correct our own mistake. If no such arrangement suits you and a replacement is the answer, we collect the wrong door at our expense , have the correct one built to your original specification, pay the manufacturing and delivery cost of it, and do it within a reasonable time and without major inconvenience to you. Where the law gives you the right to reject the door and have your money back, that is your right and we will honour it. We will not push a replacement on you instead. On sizes: clause 4.2 allows a manufacturing tolerance of ±1.5 mm, and a difference inside that is not treated as an error. Clauses 8.5.4.3 to 8.5.4.9.
Not what you ordered: what happens next
Contact us with your order number, a description of the problem, and photographs where you can take them. Depending on what has gone wrong, the answer may be a repair or a new part - a hinge, a handle, a lock or locking mechanism, a glazing unit, other hardware. Where a part is not enough to put it right, the remedy may be a larger assembly, the whole door, a price reduction or a refund. Anything done under your statutory rights is carried out within a reasonable time, without major inconvenience and at no charge to you . The manufacturer's guarantee - five years on steel and aluminium doors, ten years on uPVC and garage doors - sits on top of your legal rights. It does not replace them. Clause 8.6.
If something is faulty
Where you can, look at the delivery before the driver leaves. Write any visible damage on the delivery paperwork. Tell us within 5 working days of delivery. Send photographs of the damage, the outer and inner packaging, and the labels. Please do not fit a visibly damaged door before speaking to us. Those 5 working days let us claim against the carrier while that is still possible. Missing them does not automatically end your rights. Where the damage happened on a delivery we arranged, we put it right, and we pay the cost of collection or replacement. Clause 8.5.5.
Damage in transit
Refunds go back to the card or account you paid from , unless you agree to something else. We never charge a fee for issuing one. Made to measure, cancelled in the first 3 working days: we confirm the amount, less any lawful deduction, and pay it normally within 14 days of accepting the cancellation. Stock doors sent back under the 14-day right: within 14 days of the goods reaching us, or of your proof of posting - whichever comes first. Where the law requires it, the refund includes the standard delivery charge you paid . If you chose a faster or upgraded service, we refund up to the cost of our cheapest standard option. Clause 8.4.
Refunds: how much, and when
Fill in the form on this page, or email info@royaldoors.co.uk. Include your order number and enough detail for us to find the order. We will usually ask for photographs of the door, its packaging and its labels. Nothing on this page reduces your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 . Where anything here conflicts with those, the law wins. Secured Doors Limited, trading as Royal Doors. The full wording is in section 8 of our Terms and Conditions .
How to start, and your rights either way
Start a return
Return Request Form
Complete the form and attach your receipt and a product photo. Our team will get back to you.
Customer care
Returns & Damages – Clear and Fair Policy
What you can do depends on one thing: whether your door was made to your measurements or supplied from stock. Find your case below. Each answer gives the time limit, who pays, and the clause it comes from.