We value our customers’ shopping experience. As our wooden doors and wooden door/window units are products customized to specific customer requirements regarding dimensions, materials, colors, and styles, return and refund requests are handled based on the production stage, the reason for the return, and applicable laws and regulations.

1. Refund Requests

If you wish to request a refund, please contact us as soon as possible using the contact details provided on our website. Please include your order number, product name, reason for the refund, and any relevant supporting documentation. Upon receipt of your request, we will review it based on the order status and specific circumstances. We will normally review and process your refund request within 3–5 days after receiving it.

2. Refunds for Customized Products

Wooden doors and wooden door/window units are personalized, made-to-order products. If an order has already entered the customization, processing, or manufacturing stage based on specifications confirmed by the customer (such as dimensions, color, material, or style), a full refund may not be available if the cancellation or refund request is due to personal reasons.

If the product has not yet entered the customization or manufacturing stage, you may contact us to request an order cancellation; we will process this based on the actual order status and applicable policies.

3. Product Quality or Order Errors

Please contact us as soon as possible after receipt if the product has obvious quality defects, damage caused during transit, or significant discrepancies between the actual product and the order details confirmed by both parties.

You may be required to provide photographs of the product and packaging, the order number, and a description of the issue. We will verify the situation and, where applicable, provide repairs, replacements, refunds, or other reasonable solutions.

4. Return Conditions

If a return is confirmed, the product must be in a condition suitable for return. Please do not return the product without prior confirmation.

Eligibility for refunds or returns may be affected if the product has been installed, modified, cut, re-processed, or damaged due to improper use; however, consumer rights under applicable laws remain unaffected by this policy.

5. Return Address

If we confirm that the order is eligible for return, we will provide you with specific return instructions and the return address.

Address: 41b Brookley Road, Brockenhurst, England, SO42 7RB

Important Note: Before returning any product, please contact us to confirm return eligibility and the current return address. Returning products without prior confirmation may result in delays to the return process.

6. Return Shipping Costs

If the return is due to product quality issues, damage incurred during transit, or significant discrepancies between the product and the confirmed order, we will handle reasonable return shipping costs on a case-by-case basis.

If the return is due to personal reasons—such as incorrect size selection, a change of mind, or other non-product-related issues—the customer may be responsible for the return shipping costs, subject to the final return confirmation.

7. Refund Processing Time

If a refund is approved, the refund amount will be confirmed with the customer before processing. The refund will normally be made using the same payment method as the original payment, provided that this payment method is feasible and available. We will normally begin processing an approved refund within five business days. The time required for the funds to reach your account may depend on the payment service provider or financial institution.

8. Partial Refunds

If a product has minor issues and both parties agree that a return or remake is unnecessary, we may offer a partial refund or another reasonable solution based on the specific circumstances. The refund amount will be determined based on the nature of the issue, the product’s condition, and applicable policies.

9. Order Cancellation

If a customer wishes to cancel an order, they should contact us as soon as possible before the order enters the custom production stage. Since custom products are manufactured specifically based on customer-confirmed details, cancellation and refunds may be restricted once processing or production has begun.

10. Statutory Consumer Rights

This refund policy does not exclude or limit any consumer rights to which the customer is entitled under the laws and regulations applicable in their jurisdiction. If applicable laws contain mandatory provisions regarding the cancellation, return, or refund of custom products, those legal provisions shall prevail.

11. Contact Us

To request a refund, return, order cancellation, or after-sales service, please contact us via the official channels listed on our website and provide your order number and relevant details. We will review your request within a reasonable timeframe and inform you of the next steps.