Return & Refund Policy

The starting point

Most of what we do is labour, not retail — we attend, we fit a part, the part is now installed in your door. There is nothing to "return" in the conventional sense. What there can be, however, is a question over whether the work was done well, whether the part fits, or whether the right thing was charged for. The sections below cover the three scenarios we see in practice.

1. The fitted part has not solved the problem

If, within seven days of a visit, the original symptom has returned, please tell us inside that seven-day window. We will re-attend within three working days at no charge, diagnose what has happened, and either complete the original repair properly or — if the underlying fault was always going to require a different fix — discuss the next step with you, against a credit equal to the original parts invoice. Labour-only call-outs do not generate a credit, but a re-attendance for the same fault is always free.

2. The fitted part itself fails inside twelve months

This is covered by our standard workmanship guarantee. We replace the part, re-fit it, and waive the call-out fee. There is no need to return anything; we will dispose of the failed part responsibly under our trade waste agreement.

3. A part was supplied but not fitted (rare)

Occasionally we will supply a part — a hinge kit, a seal kit — for you or another tradesperson to fit. In that case you have fourteen days from the date of supply to return the part for a full refund, provided it is unused and in original packaging. After fourteen days we cannot accept the return (the manufacturers don't accept stock back from us either). To start a return, email [email protected] with the invoice number.

Refunds for cancelled visits

A booked visit cancelled more than 24 hours in advance is fully refundable if you have already paid a deposit. Cancellations inside 24 hours forfeit the call-out fee. If we ourselves cancel a visit (illness, vehicle breakdown, sudden parts unavailability), the deposit is fully refunded and we will offer you a discounted rebooking.

How we issue a refund

Refunds are made to the same payment method as the original invoice, usually inside three working days. We will not issue refunds in cash regardless of the original payment method, for audit reasons.

What this policy doesn't cover

We cannot offer refunds where damage has been caused by misuse after our visit, by another tradesperson re-attending the same door, or where the fault was outside the scope of the quote. Where an underlying defect is caused by the fabric of the property (rotten frame, settled lintel), we will tell you on day one and decline the work rather than create a refund situation later.

Raising a return or refund

Email [email protected] with the invoice number and a paragraph describing the issue. We aim to acknowledge inside two working days and to resolve inside ten. If we cannot agree, the disputes section of our Terms & Conditions applies.