Terms and conditions
Legal
Terms and Conditions
These terms set out the basis on which we supply our products to you. Please read them carefully before placing an order.
1. Information about us
1.1 We operate the website www.royaldoors.co.uk . We are Secured Doors Ltd, trading as Royal Doors, a company registered in England and Wales under company number 08327611. Our registered office is at 2 Badby Wood, Liverpool, England, L33 8YQ. Our VAT number is 161736606. 1.2 To contact us, please see our Contact Us page. www.royaldoors.co.uk/contact-us/
2. Use of Our Site
2.1 You may make use of our websites www.royaldoors.co.uk , whether as a guest or a registered user. Use of our site includes accessing, browsing, or registering for an account on our site. 2.2 We may update our site from time to time, and may change the content at any time. However, please note that any of the content on our site may be out of date at any given time, and we are under no obligation to update it. We do not guarantee that our site, or any content on it, will be free from errors or omissions. 2.3 By using our site, you confirm that you accept these terms of use and that you agree to comply with them. 2.4 If you do not agree to these terms of use, you must not use our site. 2.5 We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. Access to our site is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of our site without notice. We will not be liable to you if for any reason our site is unavailable at any time or for any period. 2.6 We have the right to disable any user details or password or any other piece of information as part of our security procedures, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.
3. How we use your personal information
3.1 We only use your personal information in accordance with our privacy policy. Please take time to read this, as it includes important information which applies to you.
4. Our Products
4.1 The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer’s display of the colours accurately reflects the colour of the Products. Your Products may vary slightly from those images. 4.2 Our Products are made to order and the consumer is responsible for the options selected during ordering. This includes providing correct measurements, choosing opening styles, colour, handles and lock system and any other options they have chosen.
5. If you are a Consumer
5.1 If you are a consumer, you may only purchase Products from our site if you are at least 18 years old. 5.2 As a consumer, you have legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights. 5.3 Communications Between Us 5.3.1 if you wish to contact us for any other reason, you can emails us at info@royaldoors.co.uk. 5.4 Our Liability if you are a Consumer 5.4.1 We do not in any way exclude or limit our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); and defective products under the Consumer Protection Act 1987.
6. If you are a Business Customer The following clause 6 only applies if you are a business.
6.1 If you are not a consumer, you confirm that you have authority to bind any business on whose behalf you use our site to purchase Products. 6.2 These Terms and any document expressly referred to in them constitute the entire agreement between you and us and supersedes and extinguishes all previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral, relating to its subject matter. 6.3 You acknowledge that in entering into this Contract you do not rely on any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in these Terms or any document expressly referred to in them. 6.4 You and we agree that neither of us shall have any claim for innocent or negligent misrepresentation or negligent misstatement, based on any statement in this Contract. 6.5 Communications Between Us 6.5.1 any notice or other communication given by you to us, or by us to you, under or in connection with the Contract shall be in writing and shall be delivered personally, sent by pre-paid first class post or other next working day delivery service, e-mail, or posted on our website. 6.5.2 a notice or other communication shall be deemed to have been received: if delivered personally, when left at our registered office; if sent by pre-paid first class post or other next working day delivery service, at 9.00 am on the second Business Day after posting; if sent by e-mail, one Business Day after transmission; or, if posted on our website, immediately. 6.5.3 in proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email, that such email was sent to the specified email address of the addressee. 6.5.4 the provisions of this clause shall not apply to the service of any proceedings or other documents in any legal action. 6.5.5 If we have to contact you or give you notice in writing, we will do so by email or by pre-paid post to the address you provide to us in your order. 6.6 Our Liability if you are a Business 6.6.1 We only supply the Products for internal use by your business. 6.6.2 We do not limit in any way our liability for: death or personal injury caused by our negligence; defective products under of the Consumer Protection Act 1987; fraud or fraudulent misrepresentation; or breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession). 6.6.3 Subject to clause 6.2, we will under no circumstances be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise arising under or in connection with the Contract for: any loss of profits, sales, business or revenue; loss or corruption of data, information or software; loss of business opportunity; loss of anticipated savings; loss of goodwill; or any indirect or consequential loss. 6.6.4 Subject to clauses 6.2 and 6.3, our total liability to you in respect of other losses arising under or in connection with the Contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the purchase price of the Products. 6.6.5 Except as expressly stated in these Terms, we do not give any representation, warranties or undertakings in relation to the Products. Any representation, condition or warranty that might be implied or incorporated into these Terms by statute, common law or otherwise is excluded to the fullest extent permitted by law. In particular, we will not be responsible for ensuring that the Products are suitable for your purposes.
7. How the Contract is formed between You and Us
7.1 Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process. 7.2 After you place an order, you will receive an email from us acknowledging that we have received your order. However, please note that this does not mean your order has been accepted. Our acceptance of your order will take place as described in clause 7.3 below. 7.3 We will confirm our acceptance to you by sending you an email that confirms that the Products have been dispatched (Dispatch Confirmation). The Contract between us will only be formed when we send you the Dispatch Confirmation.
8. Consumer Cancellation, Returns and Refunds
8.1 General Conditions 8.1.1 This Clause 8 applies to customers purchasing Products online from Secured Doors Limited, trading as Royal Doors ("Royal Doors"), who are acting as consumers. 8.1.2 Cancellation and refund rights depend on whether the Products are manufactured to the customer's individual specifications or are standard, non-customised Products held in stock. 8.1.3 Nothing in these Terms and Conditions excludes, restricts or otherwise affects the customer's statutory rights under applicable UK consumer protection legislation. 8.1.4 For the purposes of this section, "Working Day" means Monday to Friday, excluding bank and public holidays in England and Wales. "Calendar Day" includes weekends and bank holidays. 8.2 Made-to-Order Products – Cancellation Within 3 Working Days 8.2.1 Royal Doors supplies made-to-measure and bespoke Products, including doors, windows and related Products manufactured to individual customer specifications. These may include custom dimensions, colours, glazing, opening configurations, handles, hardware and other personalised requirements. 8.2.2 Under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory 14-day cancellation right does not apply to Products that are made to the consumer's specifications or are clearly personalised. This exemption applies only where the Product meets the relevant legal criteria. 8.2.3 As an additional benefit, Royal Doors provides a voluntary cancellation period of 3 Working Days for qualifying made-to-order Products purchased online. 8.2.4 During this period, the order will be held and will not normally be submitted to the manufacturer for production. 8.2.5 The voluntary cancellation period expires at 11:59 pm UK time on the third Working Day following the date of order confirmation. 8.2.6 Customers wishing to cancel their order during this period must notify Royal Doors in writing by emailing info@royaldoors.co.uk and providing their order number. A reason for cancellation is not required. 8.2.7 Cancellation and Administration Charges When an online order is placed and subsequently cancelled, Royal Doors may incur costs associated with processing and administering the transaction. These costs may include: a) Non-refundable transaction fees charged by third-party payment service providers, including Stripe and PayPal, to the extent that their recovery is permitted by law. b) Bookkeeping and accounting expenses, including recording transactions, processing refunds and making necessary accounting adjustments. c) Reasonable staff time directly attributable to processing and cancelling the order. d) Other reasonable administrative expenses directly resulting from the cancellation. 8.2.8 Where a qualifying made-to-order Product is cancelled during the voluntary 3-Working-Day cancellation period, Royal Doors may deduct a reasonable cancellation and administration charge of up to £70 plus VAT, where applicable . 8.2.9 The charge is intended to compensate Royal Doors for genuine, reasonable and non-recoverable losses resulting from the cancellation and is not intended to operate as a penalty. 8.2.10 Where the reasonable recoverable losses are lower than £70 plus applicable VAT, the amount deducted will be reduced accordingly. Royal Doors will provide a reasonable explanation of any deduction upon request. 8.2.11 No cancellation or administration charge will apply where prohibited by law or where the customer is exercising a statutory right to cancel without such a charge. 8.3 Cancellation After 3 Working Days 8.3.1 Once the voluntary 3-Working-Day cancellation period has expired, qualifying made-to-order Products may be released to the manufacturer for production. 8.3.2 After this period, customers do not have an automatic contractual right to cancel qualifying bespoke Products simply because they have changed their mind. 8.3.3 If a customer requests cancellation after the voluntary cancellation period, Royal Doors will assess the manufacturing status of the order and determine whether cancellation can be accepted. 8.3.4 Where cancellation is agreed and results in a financial loss to Royal Doors, the customer may be responsible for reasonable losses directly resulting from that cancellation, subject to applicable law. Such losses may include: a) Non-refundable manufacturing charges. b) Materials or components specifically purchased or committed to the customer's order. c) Reasonable administration and accounting expenses. d) Other demonstrable losses directly arising from the cancellation, taking account of costs saved or recovered. 8.3.5 Where a Product has already been manufactured to the customer's specifications and cannot reasonably be resold or repurposed, the recoverable loss may be substantial and, where justified, may amount to the full outstanding contract price. 8.3.6 Royal Doors will take reasonable steps to minimise its losses. Any cancellation charge or amount retained will be limited to a reasonable assessment of the loss incurred and will not automatically equal the full purchase price. 8.3.7 Nothing in this clause affects the customer's rights where Royal Doors has breached the Contract or where cancellation or another remedy is available under applicable consumer law. 8.4 Cancellation Notification and Refunds 8.4.1 Customers wishing to cancel an order should contact Royal Doors in writing at info@royaldoors.co.uk . The notification should include the order number and a clear statement of the customer's decision to cancel. 8.4.2 Where cancellation of a qualifying bespoke Product is accepted under the voluntary cancellation policy, Royal Doors will confirm the refundable amount, including any lawful and reasonable deductions under Clauses 8.2 or 8.3. 8.4.3 Refunds due following an accepted voluntary cancellation of an undelivered bespoke Product will be processed without undue delay and normally within 14 calendar days of acceptance of the cancellation. 8.4.4 Where the customer exercises a statutory right to cancel an eligible online purchase, Royal Doors will refund the payments required by law, including the original standard delivery charge where applicable. Where the customer selected a more expensive delivery service, Royal Doors is only required to refund the amount equivalent to the least expensive standard delivery service offered. 8.4.5 For statutory cancellations involving returned goods, refunds will be issued without undue delay and no later than 14 calendar days after Royal Doors receives the returned goods or receives evidence that they have been sent back, whichever occurs first. Where no goods have been supplied or Royal Doors has offered to collect the goods, the applicable statutory refund period will be observed. 8.4.6 Refunds will normally be made using the same payment method used for the original transaction, unless the customer expressly agrees otherwise. 8.4.7 No refund processing fee will be imposed where prohibited by law. 8.5 Returns, Product Inspection and Incorrectly Supplied Products 8.5.1 Made-to-Order Products – General Returns Policy Products manufactured to individual customer specifications, including custom dimensions, colours, glazing and other qualifying bespoke features, are not eligible for cancellation or refund simply because the customer changes their mind, except under the voluntary cancellation arrangements described in Clause 8.2 or where otherwise agreed by Royal Doors. This restriction does not apply where Products are faulty, incorrectly manufactured, damaged, not as described or otherwise fail to conform to the Contract. In such circumstances, the customer's statutory consumer rights remain fully applicable. 8.5.2 Product Inspection Upon Delivery 8.5.2.1 Upon delivery, customers are requested to inspect the Products, where reasonably practicable, to confirm that the items supplied correspond to their order and are free from visible damage. The inspection should include: a) Product dimensions and quantities. b) Colours and finishes. c) Opening directions and configurations. d) Glazing specifications. e) Handles, locks and other hardware. f) Visible damage to frames, panels, glass or other components. 8.5.2.2 Customers may be asked to sign a delivery note confirming receipt of the Products and recording any visible damage identified at the time of delivery. 8.5.2.3 Signing the delivery note does not constitute acceptance of hidden defects or a waiver of statutory consumer rights. 8.5.2.4 Customers are encouraged to notify Royal Doors promptly if they identify any discrepancy, missing component or visible damage. 8.5.3 In-Stock Products – Returns and Refunds 8.5.3.1 Products held in stock that are not manufactured or personalised to the customer's individual specifications may be returned in accordance with the statutory cancellation rights applicable to online purchases. 8.5.3.2 Customers have 14 Calendar Days from the day after delivery to notify Royal Doors that they wish to cancel an eligible online purchase without giving a reason. Where Products are supplied in separate consignments under the same order, the applicable cancellation period will be calculated in accordance with the relevant consumer legislation. 8.5.3.3 Customers wishing to return an eligible in-stock Product must notify Royal Doors in writing at info@royaldoors.co.uk within the applicable cancellation period. 8.5.3.4 Once cancellation has been notified, the customer must return the Product without undue delay and no later than 14 Calendar Days after notifying Royal Doors of the cancellation , unless otherwise agreed. 8.5.3.5 Return Transportation Costs The customer is responsible for arranging and paying the direct costs of returning in-stock Products following a change-of-mind cancellation, provided this responsibility and the required information about return costs were clearly disclosed before purchase. For large or bulky Products that cannot normally be returned by post, the applicable return cost or a suitable estimate must be disclosed before purchase, as required by law. 8.5.3.6 Customers are responsible for ensuring that returned Products are adequately protected and securely packaged for transportation. We recommend retaining the original packaging and using a tracked or insured delivery service. 8.5.3.7 Customers may inspect and handle Products to the extent reasonably necessary to establish their nature, characteristics and functioning. Royal Doors may make a lawful deduction for any reduction in the Product's value caused by handling beyond what would reasonably be permitted when inspecting similar goods in a shop. 8.5.3.8 Original packaging is recommended but is not an absolute condition of exercising a statutory cancellation right. 8.5.3.9 Refunds will be processed in accordance with Clause 8.4 and applicable consumer legislation, including the original standard delivery charge where required by law. 8.5.3.10 The customer will not be charged the cancellation and administration fee under Clause 8.2.8 when exercising a statutory 14-day cancellation right for eligible in-stock Products. 8.5.4 Made-to-Order Products – Incorrect Manufacture or Specification 8.5.4.1 Where a made-to-order Product has been manufactured or supplied incorrectly and does not conform to the customer's confirmed order specification, Royal Doors will investigate the discrepancy and provide an appropriate remedy in accordance with applicable consumer law. Examples include: a) Incorrect dimensions or sizes. b) Incorrect colour or finish. c) Incorrect opening direction. d) Incorrect glazing type or design. e) Incorrect handles, locks or hardware. f) Any other material difference from the customer's confirmed order specification. 8.5.4.2 Reporting a Manufacturing Discrepancy Customers are requested to notify Royal Doors of any apparent manufacturing or specification discrepancy within 14 Working Days of delivery , preferably before the Product is assembled or installed. The notification should be sent to info@royaldoors.co.uk and should include: a) The order number. b) A description of the discrepancy. c) Photographs of the Product showing the issue. d) Photographs of the packaging and identification labels, where available. e) Any additional relevant measurements or supporting information. This requested notification period is intended to allow prompt investigation and resolution. It does not limit or exclude statutory consumer rights where a defect or discrepancy is reported later. 8.5.4.3 Mutually Agreed Resolution Where the incorrectly manufactured or supplied Product remains suitable for the customer's intended use, Royal Doors may offer an alternative resolution by mutual agreement. Such arrangements may include: a) The customer accepting the Product in its delivered condition at a mutually agreed reduced price. b) A partial refund or other agreed financial adjustment to reflect the difference between the ordered specification and the Product supplied. c) An alternative Product, configuration or finish, with any agreed price adjustment clearly confirmed in advance. d) Any other mutually acceptable solution appropriate to the circumstances. 8.5.4.4 Any alternative arrangement must be voluntarily accepted by both Royal Doors and the customer and confirmed in writing. 8.5.4.5 The customer is under no obligation to accept a Product that does not conform to the agreed specification or to accept a proposed financial adjustment. Royal Doors will not impose additional charges on the customer merely to correct its own manufacturing or supply error. 8.5.4.6 Collection and Replacement Where no mutually acceptable alternative resolution is reached and replacement is the applicable or agreed remedy, Royal Doors will: a) Arrange collection of the incorrectly manufactured Product at Royal Doors' own expense . b) Arrange for a replacement Product to be manufactured in accordance with the customer's original confirmed specification. c) Cover the reasonable manufacturing and delivery costs of the replacement Product. d) Arrange replacement within a reasonable period and without significant inconvenience to the customer, as required by law. 8.5.4.7 Where the customer has a statutory right to reject the Product and receive a refund, that right will be respected. Royal Doors will not require a customer to accept a replacement instead of a refund where the customer has a valid statutory right to reject the goods. 8.5.4.8 Customers are encouraged not to install Products with an apparent manufacturing or specification discrepancy before contacting Royal Doors, where reasonably practicable, to allow the issue to be investigated and unnecessary additional costs avoided. 8.5.4.9 Where Clause 4.2 specifies an applicable manufacturing tolerance of ±1.5 mm, that tolerance will be considered when assessing dimensional conformity, provided it forms a valid part of the agreed specification and does not conflict with statutory consumer rights. 8.5.4.10 Signing a delivery note, installing a Product or failing to identify a discrepancy immediately upon delivery does not automatically remove the customer's statutory rights. 8.5.5 Products Damaged in Transit 8.5.5.1 Customers are requested to inspect the Products upon delivery, where reasonably practicable, and to note any visible damage on the delivery documentation. 8.5.5.2 Customers are requested to notify Royal Doors of any apparent transport damage within 5 Working Days of delivery and provide photographs of: a) The damaged Product. b) The external and internal packaging. c) Any relevant product or delivery labels. d) The affected components or areas. 8.5.5.3 This notification period is intended to assist Royal Doors in investigating transport damage promptly and pursuing any relevant claim with the delivery provider. Failure to report damage within this period does not automatically exclude or restrict statutory consumer rights. 8.5.5.4 Customers are advised not to install visibly damaged Products before contacting Royal Doors, where reasonably practicable. 8.5.5.5 Where the Product has been damaged during delivery arranged by Royal Doors, Royal Doors will provide an appropriate remedy in accordance with applicable consumer law. 8.5.5.6 Where replacement or collection is required because of damage for which Royal Doors is responsible, Royal Doors will bear the reasonable costs as required by law. 8.5.5.7 Signing a delivery note without recording damage does not automatically remove the customer's rights in respect of damage discovered after delivery. 8.5.5.8 Responsibility for loss or damage during transport will be determined in accordance with applicable consumer legislation, including the rules governing when risk passes to the customer. 8.6 Faulty Products and Replacement Components 8.6.1 Where a Product develops a fault or is found to have a manufacturing defect, customers should contact Royal Doors with their order number, a description of the issue and supporting photographs where reasonably available. 8.6.2 Depending on the nature of the fault, an appropriate remedy may include repair or replacement of individual components, including: a) Hinges. b) Handles. c) Locks and locking mechanisms. d) Glazing units. e) Other hardware or Product components. 8.6.3 Where repair or replacement of individual components is insufficient to bring the Product into conformity with the Contract, the applicable statutory remedies may include repair or replacement of a larger assembly or the complete Product, a price reduction or a refund. 8.6.4 Any repair or replacement required under statutory consumer rights will be carried out within a reasonable period, without significant inconvenience and without additional charge to the customer, as required by law. 8.6.5 Any manufacturer's or Royal Doors' commercial warranty is provided in addition to, and does not replace, statutory consumer rights. 8.7 Statutory Consumer Rights 8.7.1 Nothing in this Clause 8 excludes, restricts or otherwise affects the customer's statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other applicable consumer legislation. 8.7.2 The statutory rights relating to faulty, incorrectly described or non-conforming goods apply to both standard and qualifying made-to-order Products. 8.7.3 Where a statutory cancellation right applies, any cancellation procedure, refund period or return requirement under these Terms will be interpreted in accordance with the applicable legislation. 8.7.4 Where any provision of this Clause 8 conflicts with a mandatory statutory consumer right, the statutory right will prevail. 8.7.5 Requests concerning cancellations, returns, refunds, manufacturing discrepancies, faults or delivery damage should be directed to: Secured Doors Limited t/a Royal Doors Email: info@royaldoors.co.uk Website: www.royaldoors.co.uk Customers should provide their order number and sufficient information to enable Royal Doors to identify the order and investigate the request.
9. Delivery
9.1 Your order will be fulfilled by the estimated delivery date (and time slot if applicable) set out in the Dispatch Confirmation, unless there is an Event Outside Our Control. If we are unable to meet the estimated delivery date because of an Event Outside Our Control, we will contact you with a revised estimated delivery date. 9.2 Delivery will be completed when we deliver the Products to the address you gave us as. 9.3 The Products will be your responsibility from the completion of delivery as outlined in 8.5.2 above. 9.4 You own the Products once we have received payment in full, including all applicable delivery charges. 9.5 Please note that there are a small number of postcodes, usually in remote rural areas, to which we may not be able to deliver to [link to map of delivery areas]. If you have any queries regarding your order, please contact us www.royaldoors.co.uk . 9.6 We can only accept orders for delivery to addresses within the UK Mainland.
10. Price
10.1 The prices of the Products will be as quoted on our site from time to time. We take all reasonable care to ensure that the prices of the Products are correct at the time of publication. However, if you discover an error in the prices of the Products you ordered, please see clause 10.4 below for what happens in this event. 10.2 Prices for our Products may change from time to time, but changes will not affect any order which were made at the time of ordering. 10.3 The price of a Product includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. 10.4 Our site contains a large number of Products. It is always possible that, despite our reasonable efforts, some of the Products on our site may be incorrectly priced. If we discover an error in the price of the Products, we will inform you of this error and we will give you the option of continuing to purchase the Product at the correct price or cancelling your order free of charge. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. Please note that if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the Products to you at the incorrect (lower or higher) price.
11. Payment
11.1 Payment must be made by one of the following: Mastercard, Visa, Maestro or PayPal. Payment for the products and all applicable delivery charges must be made online.
12. Events Outside Our Control
12.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. 12.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, or other natural disaster, or failure of public or private telecommunications networks, or impossibility of the use of shipping, aircraft, motor transport or other means of public or private transport. 12.3 If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract: we will contact you as soon as reasonably possible to notify you; and fraud or fraudulent misrepresentation; our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.
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