Returns & Refunds Policy
Here at Formby Door Company LTD it is really important to us that you are fully satisfied with your purchases. If you’re not totally happy with the goods that you have received you are able to return the products to us within 14 days of receiving the goods. You will be issued a full refund providing that the products are returned in a new and unused condition within the original packaging that they were send out in.
If your unwanted goods are received outside of our 14 day returns period we may be willing to authorize an extended period in which you can return the goods. Please speak with a member of our customer service team for permission on extended return dates. Please note that if a member of our team has not authorized an extension we will apply 15% re-stocking charge, which would be deducted from your final refund once the goods are safely returned.
In the unlikely event that you are not fully satisfied with your Formby Door Company purchase, please email us, make sure to include your order reference number and we will do our best to ensure that a resolution is reached.
You have changed your mind
If the goods that you have ordered have arrived and you decide that you want to return them because you have changed your mind, then you the customer are responsible for returning your goods to us. In this instance you would be responsible for the cost of returning the item to us within the 14-day returns period. We recommend all customers return the goods to us using a fully insured service to cover yourself in case of loss or damage to the products. If the products are damaged in transit when being returned then we will be unable to offer a refund.
Your goods are damaged/faulty
If there are any problems with your order such as damages, manufacturing faults or discrepancies hen we will take full responsibility for a return to us. We do ask that all problems are reported to us within 48 hours of receiving the goods, in order to ensure that we are able to replace/refund them.
In the event that there is an issue with the products, we would ask you to complete a returns form in which we will require imagery of any damages or faults returned with the form with your order reference number. This will enable quick resolution of any issues. Please note that when damages occur we will first offer a replacement of the products. Refunds can only be given when no replacement product can be supplied. Damage due to misuse, alteration to the product, or negligence is not covered under our returns policy and refunds cannot be given if these terms are breached.
Returning to our store
You are able to return your goods directly to our store yourselves. If you wish to do so, you must bring with you your order acknowledgement information and we request that you please bring a photo ID. A refund will be given following the usual returns procedure, with the amount paid being credited back via the original payment method, as outlined previously. We do not process refunds in cash unless the order was placed originally in store via cash payment.
Non returnable goods
Due to the nature of the type of products, which we offer at Formby Door Company Ltd there are a select few items that we cannot accept, returns on. Items such as personalized, bespoke or special order items all of which will be clearly labeled as non-returnable before purchase. In cases of faulty or damaged goods there will be some circumstances where we may be able to accept a return on the product. We will offer a store credit to be used against a future order on our website in these cases.
Once receiving notice from you to cancel your order we will respond within 48hrs. Once we have established how you the customer would like to proceed with the returning of the products we can begin the returns and refund process. If you are returning the goods to us at your own cost, we will provide a full refund whenever the goods arrive in our facility. Please allow us up to 48hrs after arrival of the products for inspection to ensure they are in a re-sellable condition and arrive undamaged.
Order cancellations must always be confirmed with a member of our team, stating your order reference number within 14days of delivery of your fully order. This can be sent via email or by post to the address listed below. Once you have requested to cancel your order, goods should be returned to us as noted previously. s
Bespoke made-to-order personalized items cannot be cancelled after an order is placed and has been accepted. This is due to the fact that doors are on an extended manufacturer’s lead time and are often shipped and specially made from overseas. Once you the customer have signed off the drawings, your order will be accepted and any order cancellations will not be refunded.
The item is your responsibility until it reaches our store for inspection. For your own protection we recommend that you send the goods using a delivery service that insures you for the value of the goods. This protects you the customer in the unlikely event that the goods returned to us damaged is covered by the courier for the full value of the shipment. We are unable to accept damaged goods and are unable to issue a refund for a cancellation if we receive the goods in an un-sellable condition.
Once your goods have been received and within our facility, we will then be able to begin then process of your refund if applicable. Quality checks will take place to ensure the product is in a resalable condition. Once the product has been accepted for a refund we will then send you a confirmation email and the refund will be processes via the original payment method within 72 hours. Please allow up to a further 14 working day for funds to appear in the original payment account.
All credit/debit refunds are subject to the standard banking process and can therefore take up to 14 working days, depending on what bank you use. For PayPal transactions, once you have received notification that the refund has been processed, please allow 24 hours for the refund to appear back in your PayPal wallet.
If you require any further information please do not hesitate to contact a member of our team, we are here to answer any questions you may have.