We want you to be completely happy with your purchase. If for any reason you’re not satisfied, you can return most items within 14 days of receiving your order for a full refund, provided the conditions below are met.
Our Returns Promise
We want you to be completely happy with your purchase. If for any reason you’re not satisfied, you can return most items within 14 days of receiving your order for a full refund, provided the conditions below are met.
Standard Returns (14 Days)
You have 14 days from the date you receive your item to notify us that you wish to return it. To be eligible for a return:
The item must be unused, undamaged, and in its original condition
The item must be in its original packaging, including all accessories, fixings, and documentation
You must provide your order number or proof of purchase
Once you’ve notified us, you have a further 14 days to send the item back to us.
How To Return an Item
Contact us by email or phone to let us know you’d like to return an item. Please include your order number and the reason for the return.
We’ll confirm your return and provide you with the return address and any instructions.
Package the item securely in its original packaging to prevent damage in transit.
Send the item back to us using a tracked delivery service. We recommend keeping your proof of postage until your refund has been processed.
Return Shipping Costs
Faulty or incorrect items: We will cover the return shipping costs in full.
Change of mind / unwanted items: The customer is responsible for the cost of return shipping. We recommend using a tracked service as we cannot be held responsible for items lost or damaged in return transit.
Refunds
Once we receive and inspect your returned item, we will process your refund within 5–7 working days. Refunds will be issued to the original payment method used at checkout.
Please note:
Original delivery charges are non-refundable unless the item is faulty or we made an error with your order.
Refunds may take an additional 3–5 working days to appear in your account depending on your bank or payment provider.
Faulty or Damaged Items
If your item arrives faulty or damaged, please contact us within 48 hours of delivery with:
Your order number
A description of the fault or damage
Photographs showing the issue
We will arrange a replacement or full refund (including return shipping costs) as quickly as possible. Your statutory rights under the Consumer Rights Act 2015 are not affected.
Exchanges
We do not offer direct exchanges. If you’d like a different item, please return the original item for a refund and place a new order.
Items That Cannot Be Returned
The following items are non-returnable and non-refundable:
Bespoke or made-to-measure products (including composite doors manufactured to your specification) — these are custom-made to your exact requirements and cannot be resold
Items that have been installed, altered, or modified in any way
Items that are not in their original condition or are missing original packaging
Cancellations
Standard (non-bespoke) items: You may cancel your order at any time before the item has been dispatched. If the item has already been dispatched, you will need to follow the returns process above.
Bespoke / made-to-order items: Once your order has been confirmed and entered into production, it cannot be cancelled or refunded. Please ensure all measurements and specifications are correct before placing your order.
Your Statutory Rights
This returns policy does not affect your statutory rights under UK law, including the Consumer Rights Act 2015. If goods are faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or refund regardless of this policy.
Contact Us
If you have any questions about returns, refunds, or your order, please get in touch:
Email: enquiries@verysecuredoors.co.uk
Phone: 0800 690 6870
Website: https://www.verysecuredoors.co.uk
We aim to respond to all enquiries within 1 working day.
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