EMERALD DOORS RETURNS POLICY

 

Simple Returns, & Straightforward Service

 

At Emerald Doors, we want you to order with complete confidence. Every product is carefully checked before dispatch and packaged to arrive in excellent condition. If something isn't right, our team is here to help and will work quickly to resolve the issue.

 

KEY RETURN INFORMATION 48 Hour Inspection Period 14 Day Return Window 25% Restocking Fee on Non-Faulty Returns Original Unopened Packaging Required

CHECKING YOUR DELIVERY

Please inspect your delivery carefully before signing for it.

We recommend checking all packaging, door edges, frames, architraves and any visible surfaces while the delivery driver is present.

Any visible damage, packaging damage, missing items or delivery discrepancies must be reported to the driver at the time of delivery and noted before acceptance.

 

You have 48 hours from delivery to report: Concealed damage Manufacturing defects Missing components Issues not visible at delivery

 

To report damage, shortages or defects within the 48-hour inspection period, please email support@emeralddoors.co.uk with:

 

• Your order number
• Full-length photographs of the affected item(s)
• Close-up photographs clearly showing the issue
• Photographs of the packaging where applicable
• Details of any missing items or components

 

Unfortunately, we are unable to accept liability for transit damage, missing items or shortages reported after the 48-hour inspection period.

Please do not install, trim, paint, stain, varnish or otherwise alter any item that you believe may be damaged or faulty.

---

RETURNS FOR UNWANTED ITEMS

 

If you've changed your mind, you may request a return, Items being returned must be returned within 14 days from the date of delivery.

 

Items Must Be: Unused Uninstalled In their original unopened packaging Suitable for resale as new

 

Please note that Emerald Doors does not offer a standard collection service for all returns. Where a collection can be arranged, any applicable charges will be confirmed during the returns process.

---

CONDITION OF RETURNED GOODS

 

Eligible Returns Unused and uninstalled Original unopened packaging No signs of damage or handling Suitable for resale as new

 

We Cannot Accept Returns That Are: Removed from original packaging Installed, fitted or used Trimmed, modified or altered Painted, stained or varnished Damaged after delivery Stored incorrectly Over 14 days return period

 

Products must remain in their original unopened packaging to qualify for return. Returns that do not meet these requirements may be refused or subject to a deduction from any refund due.

---

BESPOKE & MADE-TO-ORDER PRODUCTS

Made-to-measure/bespoke, customised and special-order products are manufactured specifically to your requirements. These products are non-returnable and non-refundable once the order has been confirmed. If a manufacturing fault is identified, Emerald Doors will work with you to resolve the issue as quickly as possible.