Cancellations and Returns

 

 

 

Returns Policy

Cancellations, returns and refunds


PLEASE NOTE

The "right to cancel" period stated below only applies to consumers. It does not apply to business traders or buyers.

Your right to cancel

As a consumer you have the right to cancel your order within 14 days without giving reason, under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your cancellation period and right to cancel will expire after 14 days from the day on which you receive or someone on your behalf and indicated by you receives, physical possession of the product(s).

IMPORTANT: Any order placed for items or product(s) made to your own specifications, cannot be cancelled, which includes blinds.

If you wish to cancel, you must inform us at: Folding Doors Solutions Ltd C/O Cheshire Logistic , Unit C Queens Court, Macclesfield, SK10 2BN, EMAIL: info@creativedoorsdirect.co.uk, TEL: 0800 028 9098, of your decision to cancel by clear written means (Email or Letter by post). We do have a cancellation form that you can use if you so wish. Our preference for written communication is via email.

To meet the cancellation deadline, you must send your right to cancel communication before the cancellation period has expired.

If you cancel your order we will reimburse all payments received from you except:
a) The extra cost where you paid for and chose express delivery over the standard or default free delivery option.
b) Any loss of item value due to damage, missing parts and unnecessary handling of the goods by you.

All refunds will be made to you without undue delay and no later than:
a) If goods have been delivered to you, 14 days after the day we receive the goods back to the warehouse
b) If goods have not been delivered to you, 14 days after the day you inform us of your cancellation.

We will make refund due to you using the same means of payment you used to pay for the goods you ordered, ie your credit card, unless you have expressed otherwise and we agree. You will not incur any fees as a result of a refund. We will hold back reimbursement until we have received the goods back in the warehouse.

If your order has been received and you exercise your right to cancel you must send back the goods without undue delay and no later than 14 days from the day you communicated your right to cancel. It is your ownresponsibly to arrange and bear the direct cost of returning the goods to the warehouse. Depending on courier, postcode location, size and weight of the goods, we would estimate the cost of return per door set to be no more than £300.

Important: The product(s) must be insured by you and the company you have chosen to return the goods must allow time for checking when received at the warehouse whilst in their presence for any missing parts or damage. If this checking time is not allowed, then you agree to accept our finding once checked.

For your own protection against returned items being received by us damaged, we strongly advise and recommend that you take photographs of each individual package to be returned to us and supply these photos to us prior to collection from your chosen courier.

If you cancel your order with us we request that goods should not be unpacked or handled unnecessarily. If you do unpack, it is your responsibility and in your own interest to ensure adequate packing of the goods to be returned to the warehouse.

If you have installed the door set and decide to cancel within your 14 day period, it is your responsibility to have the doors uninstalled, packaged sufficiently for returning back to us and accept that the doors will be viewed as used products and therefore we have the right to deduct from the refund any loss in value of goods for resale.

Damaged Goods

If the product is received by you and has transit damage to the outer packaging then this must be noted when signing the carrier’s delivery note or hand held computer. If it is obvious that the whole set has been damaged during transit then you can refuse delivery and ask for a replacement set to be sent.

If when unpacking the goods and within 72 hours of delivery you find that there is a manufacturing fault or missing parts then there is no need to return the full set as you can contact our customer service department on 0800 028 9098 and they will send out replacement parts. (See our Homeowners' Patio Door Manual on the Website for more information.