Returns Policy – Door Access Supplies Ltd

1. Returns Eligibility

For unwanted products or change-of-mind returns, please notify Door Access Supplies Ltd within 14 calendar days of delivery. This is our voluntary 14-day returns window for qualifying trade purchases; consumers also have statutory cancellation rights as explained below.

Our voluntary returns policy generally applies where:

Items are unused
Items are complete
Original packaging is included and remains in suitable condition where available
Products remain in resaleable condition

We may refuse voluntary trade returns requested outside the 14-day window. For eligible consumer distance purchases, the law generally allows 14 days after delivery to tell us you are cancelling and a further 14 days to send the goods back. Consumers may open the packaging and handle goods to the extent reasonably necessary to inspect them, as they could in a shop. A lawful deduction may apply for handling beyond this. These rights are separate from rights concerning faulty, damaged or misdescribed goods.

2. Non-Returnable Items

For voluntary trade change-of-mind returns, the following items are generally excluded unless we agree otherwise:

Special-order items
Bespoke products
Custom-configured equipment
Programmed devices
Cut cable
Clearance items
Discontinued products
Products showing signs of installation or use

These exclusions do not remove consumer statutory cancellation or faulty-goods rights. For consumers, only goods falling within a lawful cancellation exception (such as goods genuinely made to the customer's specifications or certain unsealed software) are excluded from statutory change-of-mind cancellation; a standard item sourced from a supplier is not automatically exempt.

3. Return Authorisation

Returns must be authorised before goods are returned.

Please contact us before sending goods so we can give you a return reference and address. Return authorisation is an administration step and does not prevent a consumer exercising a statutory cancellation or faulty-goods right.

4. Return Shipping Costs

Unless goods are confirmed faulty:

Return shipping costs are the responsibility of the customer
Original shipping costs are normally non-refundable on voluntary trade change-of-mind returns; for qualifying consumer cancellations we refund standard outbound delivery charges where required by law

Customers are responsible for ensuring returned goods are adequately packaged and insured during transit.

5. Restocking Charges

For voluntary trade change-of-mind returns only, a restocking fee of up to 15% may apply where made clear and agreed as part of the applicable trade terms. No restocking fee applies to a consumer exercising statutory cancellation rights or to goods returned due to an established statutory fault.

On voluntary trade returns, reasonable additional charges may apply where agreed, for example if:

Packaging is damaged
Items require testing
Products require reconditioning

6. Faulty or Damaged Goods

If any item is missing from a delivery, arrives damaged, or has a fault apparent on arrival, please report it to Door Access Supplies Ltd within 2 calendar days of delivery so we can investigate promptly with the supplier or courier:

Email sales@dooraccesssupplies.com with your order number and a description of missing, damaged or faulty items within 2 calendar days of delivery
Complete our online return request form where requested
Provide photographs where requested
Retain all packaging where possible

Door Access Supplies Ltd may:

Repair the item
Replace the item
Issue a refund or credit

as appropriate under the applicable contract and legal rights. The two-day reporting request concerns missing items, visible transit damage and faults apparent when goods arrive; it does not prevent customers reporting defects discovered later or remove statutory remedies. For consumers, qualifying faulty goods can carry a 30-day short-term right to reject, and other statutory rights may continue beyond that period.

7. Incorrectly Ordered Items

Customers are responsible for verifying product suitability and compatibility prior to purchase.

Door Access Supplies Ltd accepts no liability for incorrectly ordered products.

8. Refund Processing

Approved trade refunds are normally processed to the original payment method after goods have been checked. For qualifying consumer distance cancellations, refunds will be made within the applicable statutory deadline (normally 14 days after we receive the returned goods, or earlier evidence of their return). Other consumer remedies and time limits apply where goods are faulty.

9. Trade Customers

Trade and business customers can request voluntary returns within 14 calendar days of delivery for complete, unused goods, including products whose packaging has been opened only where the item remains fully resaleable and the return is authorised. Specialist supplier terms, agreed restocking charges and reasonable return carriage costs may apply. These trade arrangements do not override the separate statutory rights of customers purchasing as consumers.