Custom doors are specified for an agreed order, so a requested change, cancellation or return needs to be reviewed against the actual configuration and stage of work. This page explains how to raise the request. The accepted quotation and order terms, together with applicable mandatory law, determine the rights and remedies for the transaction.
A project inquiry is not an order. If you have only submitted an inquiry, contact the sales team to revise or withdraw the brief.
Request a specification change early
Email [email protected] with the quotation or order reference, affected door references and the exact change requested. Identify the current drawing revision and provide revised dimensions, handing, finish or hardware information as appropriate.
A change may affect engineering, materials already committed, production work, price, packaging or timing. Ask for a written assessment and updated documents. Do not assume that a message requesting a change has changed the accepted specification.
Ask about cancellation or a change of mind
The position depends on the accepted terms, the nature of the goods, the stage of work and applicable law. Made-to-order goods may be treated differently from standard goods, but this page does not impose a blanket exclusion of rights.
Provide the order reference and reason for the request. The review should identify what work or commitments have occurred and which terms apply. Any agreed cancellation, charges or repayment arrangements should be confirmed in writing rather than inferred from a general website statement.
Report damage, a missing item or a discrepancy
| Information | Why it helps |
|---|---|
| Order and opening reference | Identifies the affected supply item |
| Package labels and packing list | Connects the item to the delivery record |
| Overall and detail photographs | Documents the visible condition and extent |
| Date and circumstances | Explains whether the issue was noticed at receipt, installation or use |
| Requested assistance | Clarifies the next step you need |
Contact [email protected] promptly and follow any reporting requirements in the applicable sale or transport terms. Keep relevant packaging and records where practical while the issue is assessed. If equipment appears unsafe, stop using it and seek appropriate professional assistance.
Confirm return arrangements before shipping
Do not send a door or component to the contact address without confirmed return instructions. The receiving location, packaging, transport responsibility and handling arrangements may depend on the product and the reason for return.
A review may require more information before a remedy can be agreed. Depending on the facts, contract and applicable law, the appropriate next step could involve documentation, replacement components, repair arrangements, a return or another remedy. This page does not preselect the outcome.
Preserve your applicable rights
Nothing here is intended to remove rights or remedies that cannot lawfully be excluded. For warranty-related information, read warranty and care; for receiving preparation, read shipping and packaging.
Keep written approvals and support correspondence with the order record. If an instruction is unclear or conflicts with the accepted documents, ask the relevant contact to clarify it before arranging transport, alterations or disposal.