Returns

Whilst in your possession, you must keep any products you intend to return to us in good condition. You will be responsible if they are lost, damaged or destroyed whilst they are in your possession as ownership and title of the goods passes to you on acceptance of the delivery and on signing the delivery note/handheld scanner.

30 Day Returns

If  you would like to return any of the goods purchased from us, they must be returned to us in an ‘as new’ condition, in its original packaging and within 30 days of receipt by you. We reserve the right to check on arrival back at our premises that there is no damage or missing parts.

If you are unhappy with the product you received, you can return it to us within 30 days. If your items are not damaged and you have simply changed your mind or ordered the wrong item, there will be a collection and restocking charge which will be deducted from your refund once the items have been received into our warehouse and checked. Please allow 3 to 5 working days from us receiving your returned items, for your refund.

Exchanges

If you would like to exchange your order for a different size or style, we ask that you place a new order and we will arrange for collection of the original item/s. Once we receive the item back into our warehouse we will issue you a refund, minus the collection and restocking charge, within 3 to 7 working days.

Return fees are as follows:

• Door – £36 & £10 per additional door/item
• Bifold – £88
• Frames – £25
• Vestibule Frame – £36

You are more than welcome to arrange the return yourself at your own cost. However, please ensure the doors are packaged correctly as any returned items that are damaged in transit cannot be refunded.

Cancellations

These rights during the ‘Cooling off period’ and other rights or obligations only apply to consumers and not to business buyers.

As a consumer you have the right to cancel your order for any reason within 14 working days from the date of delivery. To do so you must notify us in writing (preferably email to sales@greentreedoors.co.uk) as soon as possible.

Order not yet dispatched at time of cancellation

If the ordered products have not been dispatched by us at the time of cancellation we will refund to you all the monies paid by you within 10 working days, including the costs of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us).

Order already dispatched at time of cancellation

All orders that have been dispatched, whether in transit, or that have been delivered, that you require to be cancelled will need to be returned to us at your own cost. The return of goods can be arranged by you or by us. If you would like us to arrange the return, please call our customer service department to discuss or arrange so that you have a chance to reconsider once you know what the costs are. Alternatively, email sales@greentreedoors.co.uk for details.

Any goods returned by you, using transport arranged by you must be returned to us in an “as new” saleable condition and within 14 days of receipt by you and we reserve the right to check on arrival back at our premises that there is no damage or missing parts. Any cost of replacing damaged or missing parts will be deducted from any monies owed. The return address is Green Tree Doors, Units 4 and 5 Denham Business Park
Brunel Drive, Newark, NG24 2EG. Once the return has been collected, you will need to contact our customer service department at sales@greentreedoors.co.uk or on 01636 337997 and inform us of the tracking number.

Cancelling made-to-measure items

Any cancelled orders placed for made to measure products will be charged at the full sales price. We will make the reimbursement using the same means of payment as you used for the initial transaction.

Damaged item

If the product is received by you and has any damage to the outer packaging then this must be noted when signing the carrier’s delivery note or hand held computer. If you take delivery and find any items damaged or missing within the packaging then please report this in writing within 24 hours of delivery and send through photographs of said damage to sales@greentreedoors.co.uk so that appropriate action can be agreed.

Any single items that may be missing or damaged can be replaced within 24 hours, subject to stock availability.