Entrance Doors, Up & Over, Sectional, Side Hinged & More

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Refund policy

Returns, Cancellations and Refunds Policy

Garage Doors Direct Ltd — garagedoorsdirect.co.uk

Last updated: 12 October 2026

This policy explains what happens if you need to cancel an order, return something, or report damage or a fault. It forms part of our Terms and Conditions of Sale and does not affect your statutory rights.

In short

  • Doors are made to order and cannot be returned if you change your mind. You can cancel free of charge within 24 hours of our order confirmation. After that, we can only cancel if the manufacturer has not started production, and a £60 administration charge plus any manufacturer charge will be deducted.
  • Operators, remotes, keypads and accessories can be returned within 14 days of delivery for any reason, unused and in their original packaging, at your cost. There is no restocking fee.
  • Damaged on arrival? Note it on the delivery paperwork, photograph it, email us within 48 hours and do not install it.
  • Faulty? Every product carries the manufacturer's warranty, alongside your rights under the Consumer Rights Act 2015. Email us and we will handle the claim with the manufacturer.

1. Cancelling a made-to-order door

Every garage door, side door and entrance door we sell is manufactured to the size, colour and specification you choose. Because of this, the 14-day right to cancel under the Consumer Contracts Regulations 2013 does not apply to them.

  • Within 24 hours of our order confirmation: cancel free of charge by emailing info@garagedoorsdirect.co.uk with your order number. We will refund you in full.
  • After 24 hours: we will ask the manufacturer whether the order can still be cancelled. If production has not started and the manufacturer agrees, we will refund you less an administration charge of £50 + VAT (£60) and any charge the manufacturer makes to us. If production has started, the order cannot be cancelled.
  • Changes to an order (size, colour, options) follow the same rules as cancellation. Please check your order confirmation as soon as you receive it.

We cannot accept the return of a made-to-order product because it has been measured incorrectly, the wrong size, colour or option was selected, or you have changed your mind. Please check the measuring guide on the product page before ordering, and contact us if you are unsure — we are happy to help.

2. Changing your mind about operators and accessories

Stock items — operators (motors), remote controls, keypads, accessories and spare parts — can be returned for any reason within 14 days of the day you receive them.

  1. Email info@garagedoorsdirect.co.uk or call 0333 070 4377 within 14 days of delivery to tell us you wish to cancel. You can also use the model cancellation form in our Terms and Conditions.
  2. Return the items to us within 14 days of telling us. Items must be unused, complete and in their original packaging. We will give you the return address and a reference.
  3. You pay the cost of return postage. We recommend a tracked, insured service, as the items remain your responsibility until they reach us. Where an item is too large for parcel post and we agree to collect it, a collection charge of £120 + VAT (£144) is deducted from your refund.
  4. We refund the price of the items and our standard delivery charge within 14 days of receiving them back or receiving proof of postage. If items have been used, fitted or damaged, or packaging is missing, we may reduce the refund to reflect the loss in value.

We do not charge a restocking fee.

3. Damaged or incorrect on delivery

Please inspect your delivery before signing for it. If there is any sign of damage, write "damaged" on the delivery paperwork — not "unchecked" — take photographs and tell us straight away.

Please email us within 48 hours of delivery with your order number and clear photographs of any damage, shortage or discrepancy. Reporting quickly lets us raise a claim with the manufacturer or carrier and get a replacement to you as soon as possible. A delay in reporting does not remove your legal rights, but it does make it harder to show that the damage happened in transit.

Do not install a damaged or incorrect product. Once a product has been installed we cannot replace it for damage or discrepancies that would have been visible on inspection.

Where a product arrives damaged or is not what you ordered, we will replace it or refund you, and we will cover the cost of collection.

4. Faulty products and warranties

All products carry the manufacturer's warranty. The length and conditions vary by manufacturer and product and are shown on each product page. We pass the warranty on to you in full and handle claims with the manufacturer on your behalf.

To make a claim, email info@garagedoorsdirect.co.uk with your order number, a description of the fault and photographs or a short video. The manufacturer may ask for an inspection or for the faulty part to be returned before agreeing a repair or replacement.

Manufacturers' warranties depend on the product being installed in accordance with the fitting instructions, used correctly and maintained. They do not cover damage caused by incorrect installation, misuse, neglect or modification, or normal wear and tear such as surface weathering, loss of lubrication and consumables (batteries, bulbs, seals).

Your statutory rights under the Consumer Rights Act 2015 sit alongside the warranty: in summary, if a product is faulty you can get a full refund within 30 days of delivery; after that you are entitled to a repair or replacement, or a refund if that is not possible.

5. How refunds are paid

Refunds are made to the payment method used for the original order. Card and online payment refunds usually appear within 5 working days of being processed; bank transfer refunds for orders invoiced directly are made within 14 days.

6. Charges summary

Situation Charge
Made-to-order door cancelled within 24 hours of order confirmation None
Made-to-order door cancelled after 24 hours, before production starts £50 + VAT (£60) plus any manufacturer charge
Made-to-order door once in production Cannot be cancelled
Stock item returned within 14 days (change of mind) Return postage at your cost; no restocking fee
Large item collected by us (change of mind) £120 + VAT (£144)
Failed delivery because no one was present or able to assist £120 + VAT (£144) redelivery charge
Faulty, damaged or incorrect goods No charge — we cover collection

7. Contact us

Garage Doors Direct Ltd, Unit 2, Batford Mill Industrial Estate, Lower Luton Road, Harpenden, Hertfordshire AL5 5BZ. Email info@garagedoorsdirect.co.uk or call 0333 070 4377.