Terms & Conditions
(Emerald Doors Ltd) Terms & Conditions of Sale: - AGREEMENT BETWEEN (THE SELLER) AND THE CUSTOMER (THE BUYER)
Timber is a natural material, which is subject to changes in temperature and humidity. We cannot accept liability for natural movement or distortion, warping, swelling, or splitting which is caused by the door being exposed to extremes of temperature or humidity, or if the door is not correctly stored, treated or hung. A bow of 6mm from the edge of the door shall be deemed to be within the manufactured tolerances. Timber is a natural product and variations in colours and grain may occur. This is beyond our control and while our manufacturers and suppliers do endeavor to colour match each component within each door no guarantee what-so-ever is given that one door will be a colour match to another door. This is an unavoidable ‘feature of real timber’ NB: Oak is renowned for its decorative grain which is prone to small ‘shakes’ or splits appearing. This is part of the beauty of the timber and is not considered a defect. Computer-generated images and photography are intended for illustrative purposes only and should be treated as guidance only.
MAINTENANCE & FINISHING
Prior to fitting all doors must be stored in a cool, dry environment and kept flat. Most of our external doors and frames are sold unfinished, meaning that they need to be treated with a quality branded product or painted after purchase. It is essential to provide adequate shelter from the worst elements of the weather. Position them back from the front of the building or fit a canopy or open porchway projecting not less than 1.5m”. As with all our external doors, an open porch or canopy is required to enable us to offer our normal guarantee. External doors painted in very dark colours (particularly black) tend to become hot in the sunlight, drying out the timber beneath and causing panels to shrink, due to the moisture evaporating. For this reason, our guarantee does not extend to doors which have been painted in dark colours. Please follow our finishing guidelines to ensure that your door looks great for many years to come. Oak timber is renowned for its decorative grain which is prone to small ‘shakes’ or splits appearing. This is part of the beauty of the timber and is not considered a defect. Any flaws that appear after installation should be filled and re-finished as soon as they appear. It is vital that the door or frame is sealed properly in advance of installation. If you fit the door unfinished and it is subjected to rain or direct sunlight, the door will be ruined. Every door must be sealed immediately after unpacking – prior to being hung. For external doors, only oil-based varnish/paint which is “Microporus” (Breathable) is acceptable. We recommend a minimum of 5 coats of Sikkens/Sadolin to the front, back, sides, and especially to the top and bottom of the door. At least once a year, lightly rub down and apply a further coat of the finishing treatment, this will keep any water from penetrating the door. If you notice any areas that need attention in advance of the year, then treat them immediately.
Finish your door BEFORE it is fitted, including Top & Bottom edges. Do not use a water-based finish. Do not use a penetrating finish such as Danish/Tung-oil, Use a flexible finish that will allow the timber to expand & contract.
Any planed edges, cutouts for hinges, locks, letter plates, handles etc. must be additionally sealed during the hanging procedure, so no moisture ingress whatsoever can occur. Regular maintenance will more than repay the effort involved and will keep your door in good condition and looking new for many years. We suggest every year give your external door a light sanding and apply an additional refreshing coat. For Internal doors, only an oil-based varnish/paint is acceptable (not water-based), with at least 3 or 4 coats being applied to the front, back, and all 4 edges. Any planed edges, cutouts for hinges, latches, handles, locks, etc must be additionally sealed during the hanging procedure, so no moisture ingress whatsoever can occur. This also includes all pre-finished doors. Refer to the instruction leaflet enclosed with your door for confirmation. Try to use a branded well-known finishing product. We recommend a minimum of 5 coats of Sikkens/Sadolin to the front, back, sides, and especially to the top and bottom of the door. Regular maintenance of your door will more than repay the effort involved and will keep your door in good condition and looking new for many years. Use as many coats as the manufacturer recommends (at least two base coats and three topcoats) but check that the door has been sufficiently treated, spray a little water on the door and see that the water forms beads and runs off. If it doesn’t then apply another coat or two. Don’t forget to seal the areas that you can’t see such as the tops and bottoms and inside lock and letterbox cut-outs. Many of our internal doors are sold unfinished too therefore they must be sealed straight away to stop the timber drying out and splitting or taking in moisture that is in the air. Internal doors must be treated/finished prior to fitting It is just as important to seal the tops and bottoms when fitting doors internally. Our manufacturers don’t accept Waxing or Oiling a door as appropriate methods of sealing so we cannot provide a guarantee for any door which has been treated in this way.
When signing for receipt of your door(s) and/or ancillary items, “unchecked” or similar annotations will not be accepted and we will accept no liability for any shortage or damage subsequently discovered. Visible damage must be detailed and noted clearly by you at the time of receipt on the Delivery/Receipt Note for any claim to be entertained. All palletised deliveries will be kerbside only. All items delivered require a signature of a person at least 18 years of age this is applicable to every delivery. Under special circumstances agreed prior to placing the order where we have been requested to leave goods at or near a property we will not accept any claims or liability for items left without a signature. The Company accepts no liability if costs are incurred by booking a carpenter before having received and checked all goods. If an item is not available to the exact design/specification shown throughout this website the company reserves the right to supply the nearest alternative available. Please remember that, by fitting or finishing your door or making alterations in any way, you will be deemed to have accepted the goods as supplied. Unfortunately, we cannot replace a faulty or incorrectly supplied door if ANY alterations have been carried out especially if the complaint is regarding a visible fault. If a joiner/carpenter has been booked to carry out the fitting then they must also check the goods prior to making any alterations. If a delivery has been arranged but missed then a second delivery charge will be applied before we can re-arrange delivery. Items ordered but not collected/delivered from our premises within 90 days from the date on the invoice will be put back into stock, and any deposit paid will be forfeited.
In the event that your goods are faulty, you must call us on 01422 387331 immediately and provide written notification to us at firstname.lastname@example.org. We cannot accept claims for damaged or missing items reported more than 72 hours after delivery, or after the installation has begun if this is before the 72 hour period has elapsed. Visible damage i.e. scratches, dents, or chips, warping or bowing beyond the 4mm tolerance scratches on glass (if supplied) wrong door model or size supplied, two odd doors where you were expecting a matching pair. The above are examples of potential faults/errors but this list is not exhaustive. When signing for receipt of your door(s) and/or ancillary items, “unchecked” or similar annotations will not be accepted and we will accept no liability for any shortage or damage subsequently discovered. Visible damage must be detailed and noted clearly by you at the time of receipt on the Delivery Note for any claim to be entertained. Any claims for damaged goods - or where goods supplied are not those ordered - must be reported within 72 hours of receipt, please quote your Order No. and include a full description of the fault, along with photographs if possible to email@example.com.Our Sales Contract is with the named person or named Company on the Sales Order Acknowledgment. Every effort is made to supply you with the correct door in perfect condition. However, on occasion, errors are made or a door is not up to standard. It is imperative that you check your doors for any potential faults prior to commencing any alterations: Where an inspection is conducted to inspect products that have been reported as faulty which then upon our inspection are found to be incorrectly fitted, inadequately decorated or mistreated and where information provided to us regarding this claim is false we reserve the right to apply the following charges; £150 inspection fee and £45 administration charge. Please remember that, by fitting or finishing your door or making alterations in any way, you will be deemed to have accepted the goods as supplied. In the event that goods have a manufacturing defect requiring replacement or refund our liability will only extend to the replacement value of the faulty goods and will not be held responsible if any costs are incurred by booking a carpenter or any other charges incurred such as labour for the removal of defective door, rehanging of new and/or replacement door, transportation to and from site or reimbursement for any other work/service not supplied by Emerald Doors. We are not responsible for the payment of consequential losses arising from a product failure. Any appropriate refunds will be made once the goods have been returned and inspected by us. The original delivery charge will only be refunded if all the items on the order are faulty, Goods must not be altered/modified or removed from their original packaging.
RETURNS & REFUNDS
Please contact one of our Door Experts on 01422 387331 if you decide to return your order to us, this must be within 14 days of having received the order and you must tell us the reason for your decision. If your return request is accepted we will email you a returns note that must be attached to the returned goods. We reserve the right to charge you for costs incurred by us for the collection of your goods our standard charge for this collection service is £99.00 ex vat . We may not always be able to offer a collection service and will advise you if you need to return the goods yourself. Standard items purchased may be returned for any reason (including if you change your mind) by writing to us within 14 days of delivery and a refund will be given within 30 days. Any goods ordered will entail a 20% Administration fee should the order need to be canceled; this will be applicable 24 hours from receipt of payment. If you decide to arrange to return goods to us yourself, you are responsible for any transportation costs and appropriate insurance and the returns should be made to us immediately. Any residual refund owing to you will be made within 30 days by the same payment method you used for the initial purchase once the doors have been returned to us. The refund will not exceed the value of the returns note so it is imperative you check the items being returned, reflect the items on the returns note. Distance Selling Regulations apply to contracts made where there has been no face-to-face contact between us and our customers and on occasions when the consumer has not had the opportunity to view the actual products. The Regulations do not apply to business-to-business contracts and do not apply to any made-to-measure, bespoke or special order items. Business to business contracts are exempt from consumer contract regulations and therefore returns will not be accepted on such transactions. If a return request has been approved, we reserve the right to refuse returns, refunds, or replacements if the goods are returned to us in a non-saleable condition, altered, or removed from their original packaging. A 25% re-stocking fee will be applied to any items being returned. Any goods returned must be in a condition suitable for re-sale. We also have the right to deduct an amount in part or full reimbursement if the value of the goods has been diminished by handling them beyond what is necessary to establish their nature and functionality. The original delivery charge will only be refunded if all the items on the order are faulty. The title to the goods remains with Emerald Doors Ltd until payment is received in full.
SPECIAL ORDER ITEMS
Special order items and non-stock items, products that have been Custom-Made, Modified or are Bespoke to your requirements cannot be changed once we have confirmed the Order to you. Any orders for such which are canceled prior to delivery will be charged at 70% of the original order value – this amount will be retained by us. Bespoke orders are not returnable and no credit can be given. A deposit of 70% of the total value of any stock items or custom-made orders is required at the time of ordering. If the order is canceled, the deposit will be retained to contribute towards covering our costs. Orders cannot be amended once they have been placed with the factory. The Full Balance is required 48 hours before the delivery date of doors.
ESTIMATED DELIVERY DATES
Upon placing an order you may be advised of an estimated lead-time. The estimate is an ‘estimate’ and not a firm date of arrival of goods. Various factors affect the supply of goods (many of which are imported from overseas) and as such we cannot be held responsible for failure to supply within an estimated lead time or for any costs arising from such a delay. We will however endeavor to keep you up to date with the progress of your order. If your order is particularly time-critical and can only be placed if a particular delivery date is met, please notify us in writing of your time-frame and we will confirm whether we accept your order on this basis.
We aim to supply quality products as efficiently as possible but there are occasions when mistakes are made through human error. Should this occur we would be very sorry for any inconvenience caused and would do our utmost to rectify any problems as quickly as possible. If you are unhappy with your purchase or our service please contact us immediately at Emerald Doors Ltd, Cromwell House, Elland Road, Brighouse, West Yorkshire, HG6 2RG call us on 01422 387331 or email us at firstname.lastname@example.org
Goods supplied by Emerald Doors Ltd are guaranteed from defects in manufacture for twelve months from the date of receipt, any claims against extended warranties offered by our suppliers must be taken up with them directly, Emerald Doors Ltd will supply contact details, but will not be liable or become involved with any such claims. The Warranty supplied with your product applies to goods installed on UK Mainland only. Warranties apply to goods & products which have been treated/decorated and installed in accordance with the manufacturers and our instructions. Doors should be stored flat in a ventilated area away from new plaster or concrete. It is recommended that doors are not reduced by more than 6mm from any edge. Do not fit mortice locks in rail joints. Under no circumstances should any door be finished with water-based solutions as severe damage can occur. Minor swelling and shrinking of wood parts is not a defect within the meaning of this limited warranty, but it is a normal characteristic of wood that may occur with variation in climatic and atmospheric conditions such as humidity and temperature. Warp in the plane of the door itself will be considered a defect only if it exceeds 6mm when measured as the deviation from a straight edge on the suspected concave surface of the door in its installed position. In the event of a default of this Agreement, these Terms and Conditions of Sale shall be governed by English law.
THIS AGREEMENT IS IN ADDITION TO YOUR STATUTORY RIGHTS – Emerald Doors Ltd