Refund policy

DIY Refresh – Returns, Refunds & Damaged Goods Policy

Please check measurements, colours, quantities and product specifications carefully before ordering.

Doors, Panels and Made-to-Order Products

Many DIY Refresh doors, panels and components are manufactured after an order is placed.

Where you select a product from the standard sizes, colours, finishes and specifications offered on our website, your statutory cancellation rights will apply where required by law.

Some products may instead be manufactured specifically to a customer's individual or non-standard specification, for example where a special size, finish or other specification has been requested outside our standard options.

Products genuinely made to your individual specification or clearly personalised may not qualify for change-of-mind cancellation or return under the statutory cooling-off rules.

If you have requested a custom or non-standard product and realise you have made an error, please contact DIY Refresh immediately. If manufacture has not progressed, we will check whether the order can still be amended or cancelled.

This does not affect your statutory rights where goods are faulty, damaged, misdescribed or incorrectly supplied.

Standard Products and Accessories

Standard products and accessories purchased online may qualify for statutory cancellation rights.

Where these rights apply:

tell us within 14 days of receiving your order that you wish to cancel
return the goods within a further 14 days
goods should be returned complete and, where reasonably possible, in their original packaging
goods may be inspected as you would reasonably inspect them in a shop

If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may be entitled to make an appropriate deduction for any reduction in value.

Please contact DIY Refresh before returning anything, as different products may need to be returned to different locations.

Aluminium Doors

Aluminium doors are normally supplied from stock, subject to specification and availability.

Where an aluminium door qualifies for statutory online cancellation rights, those rights will apply.

Where there is no statutory right to return, but DIY Refresh nevertheless agrees to accept a non-faulty aluminium door as a discretionary return, a 25% restocking charge may apply.

We will tell you about any applicable charge before agreeing to the discretionary return.

Incorrect Customer Measurements or Selections

Customers are responsible for checking their order carefully before completing their purchase, including:

measurements
quantities
colours
styles
hinge requirements
glazing options
specifications

Where a genuinely custom or non-standard item has been manufactured correctly according to information specifically supplied or requested by the customer, an incorrect customer measurement or selection is not considered a manufacturing fault.

This does not affect any statutory rights that apply to the order.

Damaged, Missing or Incorrect Goods

Please inspect your order as soon as reasonably possible after delivery.

If an item is:

damaged
missing
incorrect
visibly defective

please contact DIY Refresh as soon as possible and preferably within 5 days of delivery.

For visible transport damage or shortages, contacting us by 5pm on the next working day is particularly helpful because some suppliers and carriers have short reporting deadlines.

Please provide:

your order number
details of the issue
clear photographs of the product
photographs of the packaging where relevant

These requested reporting times help us deal with supplier and carrier claims quickly. Reporting outside these requested times does not remove any statutory rights you may have.

Do Not Alter Faulty Goods

If you believe an item is faulty, damaged or incorrectly supplied, please contact us before fitting or altering it.

Where reasonably possible:

Do not fit, drill, cut, paint or otherwise alter the item before contacting DIY Refresh.

Please keep the item:

safely stored
protected against further damage
available for photographs or inspection

Alteration of an item may affect our ability to establish the cause of a problem, but nothing in this section limits your statutory consumer rights.

Faulty Goods

Your statutory rights apply where goods are faulty, misdescribed, of unsatisfactory quality or not fit for purpose.

Depending on the circumstances and applicable law, remedies may include repair, replacement, price reduction or refund.

DIY Refresh may liaise with the relevant manufacturer or supplier to help resolve a claim, but where you purchased the goods from DIY Refresh, your consumer contract remains with DIY Refresh.

Six-Year Manufacturer's Warranty

Qualifying made-to-order products are supplied with a 6-year manufacturer's warranty from the date of delivery.

To make a warranty claim, please contact us with:

your order number
details of the issue
clear photographs

The manufacturer's warranty is in addition to, and does not replace, your statutory rights.

Return Costs

Where goods are faulty or incorrectly supplied, DIY Refresh will deal with return, repair or replacement arrangements in accordance with your statutory rights.

For eligible change-of-mind returns of non-faulty products, the customer may be responsible for the direct cost of returning the goods where permitted by law.

Please contact us before arranging a return.

Refunds

Where statutory online cancellation rights apply, refunds will be processed in accordance with applicable consumer law.

For eligible cancellations, the original standard delivery charge will normally also be refunded. If you selected a more expensive delivery service, we are not required to refund the additional amount above the cost of our standard delivery option.

Where applicable, refunds will be made within the statutory timeframe and normally using the original payment method.