Refund policy
DIY Refresh – Returns, Refunds & Damaged Goods Policy
Please check measurements, colours, quantities and product specifications carefully before ordering.
Made-to-Order Products
Many DIY Refresh doors, panels and specialist products are manufactured specifically to the measurements, colour, finish or specification selected with your order.
Products genuinely manufactured or personalised to your specification may not be eligible for change-of-mind cancellation or return.
Once your made-to-order product has been confirmed for manufacture, it may not be possible to cancel or amend the order.
If you realise you have made an error, contact DIY Refresh immediately. We will check whether production can still be stopped or amended, but we cannot guarantee this.
This does not affect your rights where goods are faulty, damaged, misdescribed or incorrectly supplied.
Standard Products and Accessories
Standard stock products purchased online that are not personalised or made to your specification may qualify for statutory cancellation rights.
Where those rights apply:
- tell us within 14 days of receiving the product that you wish to cancel
- return the product within a further 14 days
- goods should be unused, unfitted and complete
- please return original packaging where reasonably possible
Customers may inspect goods in the same way they could reasonably inspect them in a shop, but deductions may be permitted where handling has reduced their 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 return falls within statutory cancellation rights, those rights will apply.
Where there is no statutory right to return but we nevertheless agree to accept a non-faulty aluminium door as a discretionary return, a 25% restocking charge may apply.
We will tell you about any charge before agreeing the return.
Incorrect Customer Measurements or Selections
Customers are responsible for checking:
- measurements
- quantities
- colours
- styles
- hinge requirements
- glazing options
- specifications
If an item has been manufactured correctly according to the information supplied with your order, an incorrect measurement or customer selection is not considered a manufacturing fault.
Made-to-order products manufactured correctly to your specification may therefore be non-returnable.
Damaged, Missing or Incorrect Goods
Please inspect your order immediately after delivery.
If an item is:
- damaged
- missing
- incorrect
- visibly defective
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 very short reporting deadlines.
Please provide:
- your order number
- details of the issue
- clear photographs of the product
- photographs of packaging where relevant
Reporting outside these requested times does not remove statutory rights that you may have.
Do Not Alter Faulty Goods
If you believe an item is faulty, damaged or incorrectly supplied:
Do not fit, drill, cut, paint or otherwise alter it before contacting DIY Refresh.
Please keep the item:
- safely stored
- protected against further damage
- available for photographs or inspection
Faulty Goods
Your statutory rights apply where goods are faulty, misdescribed or not fit for purpose.
Depending on the circumstances and applicable law, remedies can include repair, replacement, price reduction or refund.
DIY Refresh may liaise with the relevant manufacturer or supplier on your behalf, but your consumer contract remains with DIY Refresh where you purchased the goods from us.
Six-Year Manufacturer's Warranty
Qualifying made-to-order products have a 6-year manufacturer's warranty from the date of delivery.
To make a warranty claim, contact us with:
- your order number
- details of the issue
- photographs
The manufacturer's warranty is additional to your statutory rights.
Return Costs
Where an item is faulty or incorrectly supplied, we will deal with return or replacement arrangements as required by your statutory rights.
For eligible change-of-mind returns of non-faulty standard products, the customer may be responsible for return postage unless we state otherwise.
Refunds
Where a statutory online cancellation applies, refunds will be processed in accordance with applicable consumer law.
For eligible distance-selling cancellations, the standard delivery charge paid with the original order must normally also be refunded; additional premium delivery costs do not have to be refunded beyond the standard delivery amount.
Refunds will normally be issued using the original payment method.
Before Returning Anything
Please do not send goods back without contacting DIY Refresh first.
Different manufacturers and suppliers may use different return addresses.
Contact:
Email: sales@diyrefresh.com
WhatsApp: 07396 781725