It’s important to remember that returned items are your responsibility until they reach us. Please ensure they are in the same condition as when they were delivered or collected. If we find that the returned items do not meet this standard, additional charges may apply. At Green Doors, we value transparency and fairness, and we encourage you to take care of the items you wish to return to avoid any unexpected fees.

If you need to return an item, please contact us via telephone, and our friendly customer service team will be happy to assist you. We’ll locate your order and guide you through the necessary steps to ensure a smooth and hassle-free return process. At Green Doors, your satisfaction is our top priority, and we’re always here to help.

We’re sorry to hear that you’ve received a faulty item. At Green Doors, we take quality seriously and strive to provide our customers with the best products. Please follow these steps to address the issue:

1. Contact us: Reach out to our customer service team via telephone as soon as you discover the fault. The sooner we know about the issue, the faster we can resolve it for you.
2. Provide details: Describe the fault and, if possible, provide photos to help us understand the problem better. This information will allow us to determine the best course of action.
3. Return process: Depending on the issue, we may ask you to return the faulty item. Our team will guide you through the return process and provide any necessary instructions.
4. Resolution: Once we’ve assessed the situation, we’ll work with you to find the most suitable solution, which may include a replacement, repair, or refund.

At Green Doors, your satisfaction is our top priority, and we’re committed to ensuring that any issues are resolved quickly and efficiently. Don’t hesitate to reach out if you have any concerns – we’re here to help!

If you need to return an item, it’s essential to be aware of the potential costs involved. Here’s what you can expect regarding charges for returning an item:

Refund amount: In most cases, we will provide a full refund for the returned item, minus the delivery, admin and collection costs. This means that you will be responsible for covering the expenses associated with returning the item to us.

Admin Fee: If your order has been processed by the sales team, we charge a flat fee of £25 to cover the process of your sale.

Condition of the item: Please ensure that the returned item is in the same condition as when it was delivered or collected. If the item is not in the same condition or has been damaged, additional charges may apply.

At Green Doors, we strive to maintain transparency and fairness in our return policy. If you have any questions or concerns about the potential costs of returning an item, please don’t hesitate to contact our customer service team, who will be happy to assist you.

We’re no longer offering free exchanges . All returned items will be refunded once they arrive at our warehouse. Simply place a new order! 

1. Updated: At Green Doors, we’ve updated our exchange policy to better serve our customers. We no longer offer free exchanges; however, we’ve streamlined the process to make it more convenient for you. If you need to exchange an item, simply follow these steps:
2. Return the item: All returned items will be refunded once they arrive at our warehouse. Please ensure that the item is in the same condition as when it was delivered or collected to avoid any additional charges.
3. Place a new order: Instead of waiting for the exchange process, you can immediately place a new order for the desired item on our website. This way, you’ll receive your new item faster and with minimal hassle.

By separating the return and replacement processes, we aim to make it easier for you to get the right product in a timely manner. If you have any questions or concerns about this policy update, please feel free to contact our customer service team, who will be more than happy to help.

We apologise if you haven’t received your refund yet. Sometimes, the refund process can take a little longer than expected due to various factors. Here’s a step-by-step guide to help you understand what might be causing the delay and what you can do:

1. Processing time: Refunds can take several business days to process once we receive the returned item at our warehouse. Please allow some time for our team to inspect the item and process your refund.
2. Check with your bank: After we’ve processed your refund, it may take additional time for the amount to appear in your bank account, typically 3-5 business days. If it’s been longer than this, we recommend contacting your bank to inquire about the status of your refund.
3. Credit card refunds: If you paid with a credit card, the refund might appear on your next billing statement. Check with your credit card issuer to verify when you can expect the refund to be reflected in your account.
4. Contact us: If you’ve followed these steps and still haven’t received your refund, please reach out to our customer service team. Provide your order number and any relevant details, and we will investigate the issue and work with you to resolve it as soon as possible.

Returning new glazing can be a bit more complicated than returning other items, mainly due to the customised nature of glazing products. Here’s a detailed explanation of our policy on returning new glazing:

1. Custom orders: Unfortunately, we cannot accept returns or provide refunds for any new glazing that you have agreed for us to purchase on your behalf from a glazing company. This is because glazing units are often made to order and tailored to specific requirements, making them unsuitable for other customers who may require a different type or style of glazing.
2. Communication: You would have been informed of our policy regarding new glazing returns prior to the glazing order being placed. We aim to maintain transparency with our customers to avoid any confusion or misunderstandings.
3. Exceptions: If the new glazing you received is faulty or damaged, please contact our customer service team immediately. We will work with you to find the most suitable solution, which may include a replacement, repair, or refund.

Need help? If you have questions or concerns about our policy on returning new glazing, please don’t hesitate to reach out to our customer service team. We’re here to provide assistance and ensure you have a satisfactory experience with Green Doors.