At Oak Door Store, we are committed to delivering premium quality doors, flooring, and architectural essentials that meet the exacting standards of our discerning clientele—homeowners, developers, and interior designers worldwide. We take immense pride in the craftsmanship and reliability of our products. However, we understand that occasionally an item may not meet your specific requirements. Our Returns & Exchanges Policy is designed with the same principles of transparency, customer-centricity, and professionalism that define every aspect of our service.

Our Policy in Brief: We accept returns and exchanges for most items within 15 days of the delivery date, provided the goods are in their original, unused, and resalable condition. Please review the sections below for full details, including non-returnable items and the step-by-step process.

1. Eligibility & Timeframe

You have 15 calendar days from the date you receive your item to initiate a return or exchange request. To be eligible, the item must be:

  • In its original, unused, and undamaged condition.
  • In the original packaging, including all protective materials, manuals, and accessories.
  • Accompanied by the original proof of purchase (order number/invoice).

2. Non-Returnable Items

To ensure the safety, integrity, and compliance of our specialised products, the following items are final sale and cannot be returned or exchanged unless they arrive damaged or defective:

  • Custom-Made & Architectural Products: Items from our Architectural, External Doors, External Gates, Garage Doors, and Bi-Fold doors ranges that are made or modified to specific customer dimensions or specifications.
  • Safety-Critical Items: All Fire Doors and Fire Glazed Doors, due to their certified integrity and regulatory compliance requirements.
  • Opened Consumables: Any opened or cut materials, including Flooring, Herringbone flooring packs, Flooring Underlay, Foam underlay, and Furniture Boards.
  • Hygiene-Sensitive Items: Cushioning products that have been removed from their sealed packaging.
  • Clearance or “As-Is” Items: Any product explicitly sold as final sale.

Please inspect all non-returnable items carefully upon delivery. Report any damage or defects immediately (see Section 6).

3. Step-by-Step Return/Exchange Process

Step 1: Initiate Your Request

Within 15 days of delivery, contact our Customer Service team at [email protected]. Please use the subject line: “Return/Exchange Request: [Your Order Number]”.

To expedite the process, include the following information in your email or use the template provided below:

To: Oak Door Store Customer Service <[email protected]> Subject: Return/Exchange Request: [Your Order Number] Dear Oak Door Store Team, I would like to request a [Return / Exchange] for an item from my order. Order Number: [Please insert] Date of Delivery: [DD/MM/YYYY] Item(s) for Return/Exchange: [Product Name & SKU/Code if available] Reason for Return/Exchange: [e.g., Incorrect size, change of mind, etc.] I confirm that the item(s) are unused, in original condition, and in their original packaging. Please advise on the next steps and provide the return authorisation and shipping instructions. Best regards, [Your Full Name] [Your Phone Number] [Your Shipping Address]

Step 2: Receive Authorisation & Instructions

Our team will review your request and, if approved, email you a Return Merchandise Authorisation (RMA) number and detailed instructions for return shipping. Do not ship any items back without this RMA number.

Step 3: Package and Ship

Securely repackage the item(s) in their original packaging. Include a copy of your RMA authorisation email inside the package. Ship the package to the address we provide, using a tracked and insured courier service. You are responsible for the cost of return shipping unless the return is due to our error or a defective product.

Step 4: Our Inspection & Processing

Once we receive your return, our quality team will inspect the item(s) (typically within 3-5 business days). We will notify you via email once the inspection is complete and confirm whether your return or exchange has been approved.

4. Refunds & Credits

Upon approval of your return:

  • Refund Method: Refunds will be issued to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal). We do not issue refunds to alternative cards or accounts.
  • Timeline: Please allow up to 10 business days for the refund to be processed and reflected in your account, depending on your financial institution’s policies.
  • Deductions: The original shipping cost (if any) is non-refundable. For exchanges, we will cover the standard shipping cost for the replacement item to your original delivery address.

5. Exchanges

For an exchange to a different product or size, follow the standard return process above. Once your return is approved, we will process the shipment of the new item. You will be responsible for any price difference and any additional shipping costs for expedited services.

6. Damaged or Defective Items

If your item arrives damaged or is defective, please contact us within 48 hours of delivery at [email protected]. Provide your order number, photos of the damage/defect, and the packaging. We will arrange a replacement, collection, or refund at no cost to you. This policy applies to all products, including non-returnable items.

Need Assistance?

Our dedicated customer service team is here to help ensure your experience with Oak Door Store is seamless and satisfactory.

Email: [email protected]
Postal Address for Returns (By Authorisation Only): 33 Michigan Tower, Salford, GB CH8R 1JN
Please Note: For trade professionals and bulk order clients, please contact your dedicated account manager or the above email for tailored support.

This policy is subject to change and was last updated in line with our commitment to transparency. Thank you for choosing Oak Door Store.

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