Returns, Refunds & Claims Policy

Thank you for shopping with Doors Direct. We want customers to understand their order before it is manufactured, supplied or dispatched. This policy explains how we handle cancellations, returns, delivery claims, defective products, exchanges and refunds.

1. About this policy

Doors Direct is operated by BM Trading Trust, registration number IT1592/2009/N and VAT number 4760254815.

Nothing in this policy is intended to exclude or limit any right that a customer may have under applicable South African law.

• Order cancellations
• Change-of-mind returns
• Made-to-order and custom-made products
• Incorrect products
• Products damaged in transit
• Defective products
• Refunds and approved exchanges

2. Check your order carefully

Customers are responsible for reviewing and confirming the details of their order before it is processed. Product sizes should not be selected only according to an estimated wall opening. Where necessary, obtain measurements from a suitably qualified installer or contractor before ordering.

Doors Direct may send an order confirmation, quotation or sales order for approval. Notify us immediately if any information is incorrect. Approval of an order confirms acceptance of the product specifications recorded on that document.

• Product description and product code
• Width, height and thickness
• Quantity
• Material and finish
• Left-hand or right-hand configuration
• Inward or outward opening direction
• Frame size
• Hardware selection
• Glazing requirements
• Delivery address and contact details
• Items specifically excluded from the order

3. Cancelling or changing an order before dispatch

If you wish to cancel or amend an order, contact us as soon as possible. We will consider the status of the order and whether the supplier has accepted or processed it, manufacturing has started, materials have been cut or allocated, the product has been specially sourced, or the order has already been packed or dispatched.

A cancellation received before manufacturing, special sourcing or dispatch may be accepted and refunded. If work has commenced or Doors Direct has incurred non-recoverable supplier or manufacturing costs, cancellation may not be possible or reasonable costs may be deducted where permitted by law. Doors Direct will explain any applicable deduction before finalising the cancellation.

4. Made-to-order, custom-made and special-order products

Many Doors Direct products are manufactured, configured or specially sourced after an order is placed. Subject to applicable law, these products cannot normally be returned merely because the customer changed their mind, ordered the wrong size or quantity, selected the wrong handing or opening direction, no longer requires the product, or supplied incorrect measurements.

This restriction does not affect the customer’s rights where a product is defective, damaged in transit, incorrectly supplied by Doors Direct or materially different from the confirmed order.

• Custom-sized doors or windows
• Products made to customer-supplied measurements
• Products with a selected handing or opening direction
• Customer-selected colours, finishes or configurations
• Pre-hung doors and frames
• Doors prepared for specific locks or hardware
• Products specially ordered from a manufacturer or supplier
• Products altered or prepared specifically for the customer

5. Change-of-mind returns

For eligible standard, non-customised products, a change-of-mind return may be considered when all applicable conditions below are met.

Where a customer has a statutory right to cancel an eligible electronic transaction, that statutory right will apply. If no statutory cancellation right applies, acceptance of a change-of-mind return is subject to prior written approval by Doors Direct.

Do not return products to our warehouse or to a manufacturer without first obtaining written return authorisation.

• The customer contacts Doors Direct within the applicable return or cooling-off period.
• The product has not been installed, hung, cut, drilled, painted, stained, sealed, glazed or otherwise altered.
• The product is unused and in resalable condition.
• All components, accessories and instructions are included.
• The original packaging is retained wherever reasonably possible.
• The product is not made-to-order, custom-made or specially sourced.

6. Products damaged during delivery

Inspect your order carefully when it is delivered and before the driver leaves, wherever reasonably possible. A note on the transporter’s waybill is not, by itself, notification to Doors Direct. You must also contact us directly.

Where damage was concealed and could not reasonably have been discovered during delivery, notify us as soon as it is discovered and provide supporting photographs.

Failure to inspect products, record visible damage or notify us promptly may make it difficult to verify and recover a claim from the transporter. This does not remove any statutory right that cannot legally be excluded.

Depending on the circumstances and the customer’s legal rights, Doors Direct may arrange an inspection, repair, replacement or refund.

• Record the damage clearly on the transporter’s waybill or delivery note.
• Do not sign that the goods were received in good condition.
• Photograph the packaging, product and visible damage.
• Notify Doors Direct immediately.
• Retain the product and all packaging until the claim has been assessed.

7. Short deliveries and missing items

We will compare the claim with the order, dispatch documentation and transporter records and advise how the shortage will be resolved.

• Record the shortage on the waybill or delivery note.
• Photograph all products and packaging received.
• Notify Doors Direct immediately.
• Provide the order or invoice number.
• Identify the missing item and quantity.

8. Incorrect products supplied

If Doors Direct supplies a product that is materially different from the confirmed order, stop installation or alteration, retain the product and packaging, photograph the product and label, and contact us with the order number and details of the discrepancy.

Once verified, Doors Direct will arrange an appropriate remedy in accordance with applicable law. This may include collection, replacement or refund.

A product is not incorrectly supplied merely because it does not fit an opening where the product supplied matches the dimensions and specifications confirmed by the customer.

9. Defective products

If you believe a product is defective, stop using or installing it if continued use may worsen the damage or create a safety risk. Depending on the product and claim, Doors Direct or the manufacturer may need to inspect the product before determining the appropriate remedy.

Any manufacturer’s guarantee is additional to, and does not replace, rights that cannot lawfully be excluded.

• Order or invoice number and proof of purchase
• Description of the alleged defect
• Clear photographs and, where helpful, video
• Date the problem was first noticed
• Details of installation, handling, finishing and maintenance
• Installer’s details, where relevant

10. Products that have been installed or altered

Inspect the product fully before installation or alteration. Unless a defect could not reasonably have been identified beforehand, a return or exchange request may be affected if the product has been installed, hung, cut, trimmed, planed, drilled, routed, painted, stained, varnished, oiled, sealed, glazed, fitted with hardware, dismantled, modified or incorporated into a building or another product.

This section does not exclude a claim for a latent defect that could not reasonably have been identified before installation.

11. Damage not caused by a product defect

A refund, replacement or guarantee claim may not be approved where damage resulted from the circumstances below. Each claim will nevertheless be assessed on its facts and in accordance with applicable law.

• Incorrect storage
• Exposure to rain or excessive moisture before proper sealing
• Failure to seal or finish a timber product correctly
• Incorrect installation
• Use of unsuitable hardware
• Alteration of the product
• Mishandling after delivery or collection
• Accidental impact or dropping
• Normal wear and tear
• Failure to follow product or manufacturer instructions
• Use of the product for a purpose for which it was not designed

12. Requesting a return or submitting a claim

To request a return, cancellation or claim, contact Doors Direct using the details below. Submitting a request does not automatically mean the return has been approved. We will assess the request and provide written instructions.

• Full name
• Order, quotation, sales order or invoice number
• Product description
• Reason for the request
• Date of delivery
• Relevant photographs or videos
• Copy of the waybill or delivery note, where applicable
• Details of communication with the transporter

13. Returning an approved product

Once a return is approved, Doors Direct will provide instructions regarding the authorised return address, collection or delivery arrangements, packaging, reference numbers and responsibility for transport costs.

Products must be adequately protected for transport. Doors, windows and similar items are vulnerable to impact, scratching, moisture and distortion. Unless agreed otherwise in writing, products must not be sent directly to a Doors Direct supplier or manufacturer.

Responsibility for return costs and risk will depend on the reason for the return and the customer’s rights under applicable law.

14. Inspection of returned products

All returned products may be inspected before a refund, exchange or credit is finalised. The inspection may consider whether the correct and complete products were returned, their condition, whether they were installed or altered, whether the alleged defect is present, whether damage occurred after delivery and whether the return packaging was adequate.

A refund will not be unreasonably withheld where the customer is legally entitled to one.

15. Refunds

Once approved, a refund will normally be processed using the original payment method where reasonably possible. Doors Direct may request supporting information where required by the payment provider, including proof of banking details. Do not send sensitive banking information unless requested through an authorised Doors Direct communication channel.

Depending on the circumstances and applicable law, an approved refund may exclude original delivery charges where delivery was properly completed, direct return transport costs for an eligible change-of-mind return, reasonable costs arising from use, damage, missing packaging or handling, and non-recoverable costs relating to approved cancellation of work already commenced. No deduction will be made where prohibited by law.

The time taken for funds to reflect after processing may depend on the customer’s bank, card issuer or payment provider.

16. Refunds after returned goods are received

Where a refund is conditional upon products being returned, it will be processed after the goods have been received and, where reasonably necessary, inspected. This confirms that the correct products and all components were returned, records their condition and allows the appropriate remedy to be determined.

This does not affect any different procedure required by applicable law.

17. Exchanges

An exchange may be offered where Doors Direct supplied the incorrect product, a replacement is selected as the remedy for a defective or damaged product, Doors Direct agrees to exchange an eligible standard product, and the replacement is available.

If the replacement is more expensive, the customer must pay the difference before dispatch. If it is less expensive, the approved difference will be refunded. Additional transport charges may apply to a voluntary exchange not caused by an error, defect or damage attributable to Doors Direct.

18. Installation and associated costs

Unless expressly included in writing, products sold by Doors Direct do not include installation. Check all products before installers begin work and do not book installers until the correct products have been received and inspected.

Doors Direct will assess responsibility for associated costs in accordance with applicable law and the specific circumstances. Obtain written approval before incurring costs claimed against Doors Direct.

19. Related policies and statutory rights

This policy forms part of Doors Direct’s website terms and should be read together with the applicable Terms and Conditions, Delivery Policy, Warranty or Guarantee Policy, product instructions and manufacturer’s guarantee.

If any provision conflicts with a right that cannot lawfully be excluded under South African law, the applicable statutory right will prevail.

20. Contact Doors Direct

If you are uncertain whether a product is returnable or need assistance before ordering, please contact us before completing your purchase.