The Doors Depot wants you to be totally satisfied with your new purchase. So we try to provide our customer with a pleasing shopping experience encouraging you to further shop with us. If you receive a product you do not like or that does not match your décor, our experienced customer service staff will guide you through our easy return policy.
30 DAY NO HASSLE RETURN POLICY
If you would like to return an item that is new and unused, unopened, unassembled, with original packaging, you may return the product within 30 days of receipt. To return items for an exchange or refund please contact us and one of our customer service representatives will start a return process with you.
Orders may be cancelled via email within 24 hours of submission with no restocking charge. All orders cancelled after 24 hours and prior to shipment incur a restocking fee of 25%. Orders may not be cancelled once they have left the warehouse (i.e. prepared for shipping and/or shipped) as they are then considered returns.
Step 1. Acquire authorization number and instructions.
Any return without a Return Authorization number will not be accepted.
Step 2. Shipping product back.
All returned products must be in original condition (not used and not installed, with all original packaging material included). Once an item has been installed it is no longer returnable.
Re-pack items for return in the original box with original packaging material.
Write the RA # exactly as instructed by The Doors Depot.
To maintain its like-new condition do not write on the box.
Improper labeling will result in the denial of return.
Ship the product to the warehouse address provided.
Use a carrier that will provide a tracking number and a signature that the item was confirmed delivered.
If we are unable to confirm delivery of your item, this may result in the denial of the refund.
To speed up your return process we recommend using a carrier that will provide you with the return tracking number.
Retain your tracking number and e-mail it to us, so that we can check on the progress of your return.
If you have not received credit within 14 days from the date of delivery to the warehouse, please contact customer service.
You should provide them with the tracking number so that we can expedite the credit process for you.
All returns are subject to round trip shipping charges. If you decide to return an item that was part of our free shipping promotion, our initial shipping and handling costs will be deducted from the refund.
- Customers who place orders online are responsible for the accuracy of their product selection and information entered.
- Customers who placed orders by phone or chat must review their receipt for accuracy within 24 hours.
The Doors Depot sells items from some manufacturers that are built- to-order or custom-made. These products are non-returnable and non-cancelable once the order has been placed. Please check with one of our customer service representatives the particular manufacturer's return policy.
You will have 30 days in which to return the item from the date that we receive approval from the manufacturer.
After 30 days, the return authorization will expire and no replacements or refunds will be given.
PRODUCTS NOT ELIGIBLE FOR RETURNS:
- Custom orders (i.e. items that are built-to-order or any item labeled non-returnable)
- Special purchases, including clearance items, custom quotes, inventory sales items, special discounts, etc.
- Any product that has been installed, modified or used in any way.
- Any product that is not in resalable condition.
- Any item not accompanied by a Return Merchandise Authorization Number issued by The Doors Depot.
Customer satisfaction is our top priority. Our items are well-packaged to withstand damage during shipping. We have extra quality control in the factories we work with, double box many products and refuse to carry items that are easily damaged during shipping.
While cases are extremely rare, damages do happen once in a while. We request you inspect your products upon delivery. If items are damaged (or suspected to be damaged), it must be documented "Damaged upon arrival" where you sign for the products. The delivery driver must wait while you inspect. If the driver does not agree to wait, note "Possible damage" on the bill of delivery. It is important to be as descriptive and detailed as possible on the delivery slip before you sign for your items. A signature indicates acceptance; without inspecting the boxes, you are accepting the shipment "as is" and will be fully responsible for any replacements (including freight) or repair costs if transit related.
For damages unnoticed at the time of delivery, we require that you notify us in writing and send us photographs via e-mail within 24 hours following the receipt of your order. If the damages are not promptly and fully reported and noted, we cannot cover your replacements free of charge. We can replace or repair the defective item. Most manufacturer defects are very minor in nature and can be easily fixed by a professional medic using the same quality control solutions inducted at the factory.
We reserve the right to repair and/or replace products in question on a case by case scenario. PLEASE NOTE: if you do not contact us within 24 hours of delivery that an item is damaged or has missing pieces, your claim will be null and void. Any returns, repairs or replacements after this time shall be at the buyer's expense.
The Doors Depot is not responsible for the door installation, when this service level is requested. Please contact these agents directly if you require licenses and insurance certificates for delivery. These delivery agents have the required certification to perform residential delivery and assembly. As a result you agree that any legal action will be directed towards such company and The Doors will not be liable for any damages incurred to the premises.
Due to variations in monitors, photography and lighting, we cannot guarantee that the finish of the order will be exactly as pictured. Imperfections or variations in the color, grain or sheen may occur naturally in wood as well the dying/tanning process of leather. As a result, these naturally occurring characteristics are not viewed as damages or defects.
WHAT IS OUR CANCELLATION POLICY?
All Merchandises that are in process, but not shipped are subject to 15 % restocking fee. If the merchandise already left ours or manufacturers warehouse cancellation requires 15 % restocking fee + Shipping fees.