Refund & Return Policy
Last Updated: August 2026
Thank you for shopping with Oak Doors Direct.
We want our returns process to be clear and straightforward. This Refund & Return Policy explains your cancellation and return rights, how to arrange a return, who is responsible for return costs and how refunds are processed.
Nothing in this policy affects your statutory rights under UK consumer law.
14-Day Cancellation & Return Policy
For eligible online purchases, you have 14 days from the date you receive your order to tell us that you wish to cancel your purchase.
You do not need to provide a reason for cancelling an eligible order.
Once you have told us that you wish to cancel, you must return the goods within a further 14 days.
Certain goods may be excluded from the statutory cancellation right where permitted by law. These exclusions are explained below.
How to Cancel or Request a Return
To cancel an eligible order or request a return, please contact us using one of the following methods:
Email: info@oakdoorsdirect.co.uk
Phone: +44 7376 063891
Please provide your order number and details of the item or items you wish to return.
You may tell us the reason for your return if you wish, but you are not required to provide a reason when exercising an eligible change-of-mind cancellation right.
We will provide you with the appropriate return instructions and the correct return address for your goods.
Please do not return goods to our business address unless we have specifically instructed you to do so.
Returning Your Goods
Once you have notified us that you wish to cancel an eligible order, the goods should be returned without undue delay and no later than 14 days after notifying us.
Please take reasonable care of the goods while they are in your possession.
You may inspect the goods to establish their nature, characteristics and suitability, but they should not be handled beyond what would reasonably be necessary to inspect them.
Where reasonably possible, please use the original packaging to help protect the goods during return transport.
Original packaging is not an absolute condition of exercising your statutory cancellation rights.
You are responsible for ensuring that returned goods are adequately protected and securely packaged for transport.
Change-of-Mind Return Costs
For eligible change-of-mind returns, you are responsible for the direct cost of returning the goods to us.
Doors and some associated products are large and bulky and cannot normally be returned using ordinary postal services.
Estimated return carriage for a standard door order is approximately £60.
The actual cost may vary depending on the number and size of products being returned, your location and the carrier used.
You may arrange a suitable carrier yourself, provided the goods are returned safely to the address we provide.
Where we are able to arrange collection on your behalf, any applicable collection charge will be confirmed with you before the collection is arranged.
Restocking Fee: None.
Condition of Returned Goods
We recognise that you are entitled to inspect goods after receiving them.
However, where goods have been handled beyond what is reasonably necessary to inspect them and their value has been reduced as a result, we may make an appropriate deduction from the refund where permitted by law.
This may include, depending on the circumstances, doors or other products that have been:
Any deduction will reflect the reduction in value caused by the additional handling or alteration.
Damaged, Faulty, Defective or Incorrect Goods
Please inspect your order as soon as reasonably possible after delivery.
If your goods arrive damaged, are faulty, defective, not as described or you have received the wrong product, please contact us as soon as possible.
Email: info@oakdoorsdirect.co.uk
Phone: +44 7376 063891
Please provide your order number and, where helpful, photographs showing the issue so that we can investigate it quickly.
Where goods are faulty, damaged, incorrectly supplied or not as described, we will provide an appropriate remedy in accordance with your statutory rights.
Depending on the circumstances, this may include a repair, replacement, collection or refund.
You will not be required to bear reasonable return costs where goods are being returned because they are faulty, damaged, incorrectly supplied or not as described.
Your statutory rights remain unaffected.
Products Excluded From Change-of-Mind Cancellation
The statutory right to cancel may not apply to certain products, including goods that have been made to your specifications or clearly personalised.
A standard product is not treated as personalised simply because you selected an available size, finish or standard product option.
Where an exclusion applies, this does not affect your statutory rights if the goods are faulty, damaged, incorrectly supplied or not as described.
Exchanges
We do not offer direct exchanges.
If you require a different product, size or style, please return the eligible item in accordance with this Refund & Return Policy and place a new order.
This does not affect any statutory rights you may have in relation to faulty or incorrectly supplied goods.
Refunds
Once returned goods have been received, we will inspect them and process any refund due.
For eligible cancellations, refunds will be made without undue delay and within the applicable statutory time limits.
Where goods are being returned following cancellation, we will refund you no later than 14 days after we receive the goods back or receive evidence that you have returned them, whichever occurs first.
We may withhold the refund until we have received the goods back or you have supplied evidence that they have been returned.
Refunds will be made using the same payment method used for the original purchase unless another method is expressly agreed.
We normally process approved refunds within 5–7 business days. Your bank or payment provider may take additional time to display the funds in your account.
Original Delivery Charges
For an eligible cancellation, we will refund the cost of our standard delivery service originally paid for the returned goods where required by law.
If you selected a delivery service that was more expensive than our standard delivery option, we are not required to refund the additional amount paid above the standard delivery charge.
This does not affect your rights where goods are faulty, damaged, incorrectly supplied or not as described.
Order Cancellations Before Dispatch
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible.
Email: info@oakdoorsdirect.co.uk
Phone: +44 7376 063891
If your order has already been dispatched, this does not automatically remove any statutory cancellation rights that apply to your purchase.
Please contact us and we will provide the appropriate return instructions.
Goods made to your specifications or clearly personalised may be excluded from the statutory cancellation right where permitted by law.
Lost or Undelivered Orders
If your order has not arrived within the expected delivery period, please contact us.
Email: info@oakdoorsdirect.co.uk
Phone: +44 7376 063891
We will investigate the delivery with the relevant carrier and provide an appropriate resolution.
Cancellation Form
You do not have to use this form, but you may use it if you wish to notify us that you are cancelling an eligible order.
To: Oak Doors Direct
I hereby give notice that I wish to cancel my contract for the following goods:
Order number:
Goods ordered:
Date ordered:
Date goods received:
Customer name:
Customer address:
Date of cancellation:
If submitting this form on paper:
Signature:
Date:
You may instead cancel by making any other clear statement to us that you wish to cancel your eligible order.
Contact Information
Store Name: Oak Doors Direct
Email: info@oakdoorsdirect.co.uk
Phone: +44 7376 063891
Business Address:
15 Springvale Road
Brimington
Chesterfield
S43 1HE
United Kingdom
Business Hours:
Monday – Friday
9:00 AM – 5:00 PM (UK Time)
Customer Support Response Time:
Within 1–2 business days.
Nothing in this Refund & Return Policy limits or excludes any statutory rights or remedies available to consumers under applicable UK law.
