Doorphoria Returns Policy
At Doorphoria, we want you to feel confident when ordering with us. We take great care in preparing and delivering your products, and if anything isn’t quite right, our team is here to help resolve it as quickly as possible.
Checking Your Delivery
To make sure everything arrives in perfect condition, we kindly ask that all items are checked at the point of delivery while the driver is present.
Please take a moment to inspect for any visible issues such as damage to edges, faces, or packaging. If anything is identified, this should be noted with the driver at the time so we can resolve it quickly for you.
Once your order has been delivered, you have 48 hours to fully unpack and inspect all items. If you notice any issues during this time, please contact us with clear photographs and your order details, and we’ll be happy to assist.
Please note: We’re unable to accept claims for visible or transit damage once the driver has left, as responsibility transfers upon signed delivery.
Returns for Unwanted Items
If you’ve changed your mind or need to return an item, you can request a return within 14 days of delivery.
To be eligible for return, items must be unused, in their original packaging, and in a fully resaleable condition.
Returns for non-faulty items are subject to the following:
- Collection charge of £48 for the first door and £10 per additional door (Certain postcodes subject to surcharge)
- 15% restocking fee
Returns requested after 14 days may still be considered where possible, although these may be subject to a higher restocking fee.
Condition of Returned Goods
We kindly ask that all returned items are kept in their original packaging and remain in a clean, unused condition.
Unfortunately, we’re unable to accept returns where items have been opened, installed, handled extensively, or stored incorrectly, as we do not sell seconds, and therefore they can no longer be resold.
Bespoke and Made-to-Order Items
Products that are made to measure, customised, or specially ordered are manufactured specifically for you and are therefore non-returnable and non-refundable once confirmed.
Of course, if there is a manufacturing fault, we will resolve this for you as quickly as possible.
How to Arrange a Return
If you’d like to request a return, simply email customerservices@doorphoria.co.uk with your order number, reason for return, and photos showing the condition of the items.
Our team will review your request and respond within 2 working days to guide you through the next steps.
Once approved, we’ll arrange a suitable collection date, and after the items are returned and inspected, your refund will be processed within 14 working days.
Refunds
Refunds are issued back to the original payment method where possible and will exclude delivery, collection, and any applicable restocking fees for non-faulty returns.
If any damage or missing components are identified upon return, we will notify you and adjust the refund accordingly.
Trade Customers
Please note that this returns policy applies to retail customers only.
Trade orders are subject to separate terms and conditions, and returns are handled on a case-by-case basis.
Need Help?
If you have any questions at all, our team is always happy to help. You can reach us at customerservices@doorphoria.co.uk.