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Returns & Refunds Policy

Hassle Free 14 Day Returns

We believe that you will be delighted with your product but there may be occasions where you feel it necessary to return an item.

We aim to keep the process as simple as possible. These terms do not affect your statutory rights as a consumer.

Unwanted Goods for Refund or Exchange

UK CUSTOMERS

If you return the product having taken reasonable care of it, complete with packaging and all components within 14 days of the date on which you received it, we will refund you any money which you have paid us for that product. All you pay for is the return postage of the goods and the cost of shipping the goods to you in the first instance.

Simply return the item to us with a note requesting a refund or exchange and we will process it as soon as it arrives in our stores.

Returning for a Refund

If you wish to receive a refund, please return your purchase in its original condition: tags attached and carefully packaged to avoid any damage on the return journey. We advise using an insured, signed for service so you are covered for any damages incurred as Door Bitz Direct is not held responsible for any damages on the return journey to us.

Returning for an Exchange

Regretfully, we do have to charge customers outside of the UK the postage and packing costs for exchanges. If you wish to exchange your purchase for a different item we will be happy to offer an exchange within 14 days up to the value of your purchase.

Simply return your unwanted item with a note stating you are exchanging it and then simply re-order what you want to exchange it for online. There’s no need to wait until your returned item arrives with us as we will be simply refunding you for that item.

In both cases please retain proof of postage – and we recommend appropriate insurance cover – as we cannot accept responsibility for any items lost or damaged in transit.

CUSTOMERS OUTSIDE THE UK

If you return the product having taken reasonable care of it, complete with packaging and all components within 30 days of the date on which you received it, we will refund you any money which you have paid us for that product. All you pay for is the return postage of the goods and the cost of shipping the goods to you in the first instance.

Returning for a Refund

If you wish to receive a refund, please return your purchase in its original condition: tags attached and carefully packaged to avoid any damage on the return journey. We advise using an insured, signed for service so you are covered for any damages incurred as Door Bitz Direct is not held responsible for any damages on the return journey to us.

Returning for an Exchange

Regretfully, we do have to charge customers outside of the UK the postage and packing costs for exchanges. If you wish to exchange your purchase for a different item we will be happy to offer an exchange within 14 days up to the value of your purchase.

Simply return your unwanted item with a note stating you are exchanging it and then simply re-order what you want to exchange it for online. There’s no need to wait until your returned item arrives with us as we will be simply refunding you for that item.

In both cases please retain proof of postage – and we recommend appropriate insurance cover – as we cannot accept responsibility for any items lost or damaged in transit.

Faulty Goods

If you return an item to us which is faulty, which you did not order or for any other reason which is our fault, please contact us to inform us and we will arrange a refund or replacement. In the event of you returning goods to us we will also pay you the cost of the return postage.  We usually ask that you send items back to us via Royal Mail First Class (Recorded), but occasionally items may have to be picked up by a courier service. Please obtain a proof of posting certificate from your Post Office to enable us to process the refund for your return postage costs.

Returns Address

Door Bitz Direct

Unit C Rich Industrial Estate
Avis Way
Newhaven
BN9 0DU

You will be responsible for the item(s) until they reach us. For your own protection, we suggest you use a secure delivery method which requires a signature upon delivery such as Royal Mail First Class (Recorded Delivery) and suitable insurance cover for the value of the item(s).

Additional Terms – Returns from International Customers

For items being returned internationally (ie. from outside the EU), please ensure the relevant customs paperwork is marked with “Returning for Refund” to avoid any delay or costs in processing your refund.

Unwanted Products – European Distance Selling Regulations (DSRs)

By law, consumers in the European Union have the right to cancel a contract for the purchase of an item within fourteen working days of the day after receipt of the order.

If you wish to cancel your order under the DSRs we ask you to please notify us quoting your name and order number:

by email at enquiries@doorbitz-direct.co.uk or

by telephone on 01273 517 227

…and we will then arrange for you to be refunded accordingly.

Where you are cancelling your order within this cooling-off period we will refund the cost of the item excluding any postage.

Where we collect an item from you, we reserve the right to recover the costs of collection from you.

We will not refund your costs in returning the item to us and other services provided to you in connection with your purchase (eg. Express Delivery) UNLESS you are returning the item to us because of an error on our part (or because it is defective) under our Returns Policy above.