Terms & Conditions

When placing an order either online, over the phone or in our showroom, you are agreeing to these terms and conditions, therefore we urge all customers to read through these carefully before placing an order.

Main Disclaimer

We reserve the right to make changes to these terms and conditions without notice; any changes made will have immediate effect. On our website all images that are used are only for illustrative purposes and guidance only — if you would like real life images please do contact us as we can email these to you. Natural variations of texture or colour of the timber aren't considered as defects under any circumstances. Please contact us if you are unsure about the above information.

Timber is a natural material, which is subject to changes in temperature and humidity. We cannot accept liability for natural movement or distortion, warping, swelling or splitting which is caused by the door being exposed to extremes of temperature or humidity, or if the door is not correctly stored, treated or hung. Warping, twisting and bowing are not considered defects unless they exceed the following circumstances: warping 6mm in the plane of the door itself, twist 2mm across the width of the door and bow 4mm along the length of the door.

Timber is a natural product and variations in colours and grain may occur. This is beyond our control and while our manufacturers and suppliers do endeavour to colour match each component within each door, no guarantee whatsoever is given that one door will be a colour match to another door. This is an unavoidable feature of real timber. NB: Oak as a timber is renowned for its decorative grain which is prone to small 'shakes' or splits appearing. This is part of the beauty of the timber and is not considered a defect.

Prior to fitting, all doors must be stored in a cool, dry environment and kept flat. Most of our external doors and frames are sold unfinished, meaning that they need to be treated with a quality branded product or painted after purchase. It is essential to provide adequate shelter from the worst elements of the weather. Position them back from the front of the building or fit a canopy or open porch way projecting not less than 1.5m. As with all our external doors, an open porch or canopy is required to enable us to offer our normal guarantee.

External doors painted in very dark colours (particularly black) tend to become hot in sunlight, drying out the timber beneath and causing panels to shrink due to the moisture evaporating. For this reason our guarantee does not extend to doors which have been painted in dark colours. Please follow our finishing guidelines to ensure that your door looks great for many years to come. Any flaws that appear after installation should be filled and re-finished as soon as they appear.

It is vital that the door or frame is sealed properly in advance of installation. If you fit the door unfinished and it is subjected to rain or direct sunlight, the door will be ruined. Every door must be sealed immediately after unpacking — prior to being hung. For external doors, only oil based varnish/paint which is 'microporous' (breathable) is acceptable. We recommend a minimum of 5 coats of Sikkens/Sadolin to the front, back, sides, and especially to the top and bottom of the door. At least once a year, lightly rub down and apply a further coat of the finishing treatment; this will keep any water from penetrating the door. Finish your door BEFORE it is fitted, including top and bottom edges. Do not use a water based finish. Do not use a penetrating finish such as Danish/Tung oil. Use a flexible finish that will allow the timber to expand and contract. Any planed edges, cut outs for hinges, locks, letter plates, handles etc. must be additionally sealed during the hanging procedure, so no moisture ingress whatsoever can occur.

For internal doors, only an oil based varnish/paint is acceptable (not water based), with at least 3 or 4 coats being applied to the front, back, and all 4 edges. This also includes all fully finished doors — refer to the instruction leaflet enclosed with your door for confirmation. Try to use a branded, well known finishing product. Many of our internal doors are sold unfinished too, therefore they must be sealed straight away to stop the timber drying out and splitting or taking in moisture that is in the air. Internal doors must be treated/finished prior to fitting, and it is just as important to seal the tops and bottoms when fitting doors internally. Our manufacturers don't accept waxing or oiling a door as appropriate methods of sealing, so we cannot provide a guarantee for any door which has been treated in this way.

Guarantees

All guarantees are given in accordance with legal requirements, and we guarantee the quality of manufacture for 12 months beginning on the day of receiving your goods. Problems associated with natural wood products are not covered in any way, including movement, cracks, shakes, moisture etc. Natural variations in the colour or texture of wood are not to be considered as defects.

Any bespoke products such as commercial fire doors or grand entrance doors are not under warranty. Each product has its guarantee listed; product guarantee is only valid under correct use of the item. Guarantees are covered by the manufacturer and will be dealt with by them — their decision is final.

Due to the natural properties of oak and the manufacturing process itself, no two doors or planks of wood are ever identical. With it being a natural product, any knots or grains will only add more character and cannot be considered as a defect or fault. Whilst doors are being fitted we take no responsibility for damages made — once the doors are hung, for no reason can we offer a replacement. All of our doors and floors are constructed to the highest standard using Grade A oak.

Pricing Policy

All products on our website are priced in pounds sterling (unless an alternative currency is chosen) and include UK VAT at the current rate. You also have an option to view the pricing excluding VAT. Only one discount code is applicable per order — this applies to all running discount codes on the website.

As we have more than 5000 products on our website, it is always possible that even with a big team mistakes are made and an item may be priced incorrectly. In the rare instance this occurs, even when a confirmation email has been sent, we are not obliged to send the product out. In an instance like this we will contact you to agree a price before any goods are dispatched. We reserve the right to alter discounts without prior notification; this will not affect any orders which have begun the order process.

Stock Availability

While every effort will be made to ensure that all items shown are in stock, we offer no guarantee of availability. We make every effort to keep online stock lists up to date, however because we also have a showroom and our own warehouse with stock, and rely on suppliers to keep us updated, it is very difficult to keep everything on our website up to date. To make sure an item is in stock please call us or speak to us via the live chat feature — this will allow us to check for you immediately.

In the rare instance an item you have ordered is out of stock, we will notify you immediately. You will be entitled to a full refund or we can make arrangements for a suitable alternative.

Delivery

Goods will always be dispatched so delivery is made within the agreed time frame, however Doors2Floors.co.uk cannot be held responsible for any factors that affect the delivery which can sometimes be beyond our control. A maximum of 28 working days must be allowed for delivery to be made.

It is very important no tradesmen are booked in until goods have been delivered — we will not be responsible for any costs that may occur, hence why all products should be checked upon delivery. You will be contacted by our dedicated home deliveries team to book you in for a delivery. We deliver from 7am – 9pm, Monday to Sunday. Please see our Delivery page for full details.

Cancellations and Refunds

If you decide you want to cancel your order before the order has been dispatched because you have changed your mind, we will give you a full refund on your order.

If you have any issues with your order which are out of your hands, such as damage, defects or any discrepancies, this will need to be reported to us within 72 hours of the delivery. This should be long enough for you to give the goods a thorough once over and identify any problems. Our delivery drivers have 20 minutes for each customer to inspect their items. If the damages have been reported to us in the given time frame then we will offer you a replacement or a refund. A refund will only be given if a replacement cannot be supplied. We require images of each and every single door in your possession in order for us to raise a collection for the doors.

If the order has been dispatched and you have received it, we are happy for you to return your items unused, in their original condition, within 14 days of receiving them. We will either give you an exchange or a refund minus a collection fee and a restocking charge of 25%. If you cancel this agreement on this basis, you must inform us in writing and return the products to us immediately, in the same condition in which you received them.

If you cancel this agreement and you do not return the products to us, we may recover the products and charge you for the costs we incur in doing so. Similarly, if you return the products at our expense, we may pass that expense on to you. If the ordered products have not been dispatched by us at the time of cancellation, we will refund to you all the monies. All orders that have been dispatched, whether in transit or delivered, that you require to be cancelled will incur an administration and restocking/collection charge. If the goods are with you, we can collect for £99 plus VAT with an additional 25% handling and restocking fee. You are more than welcome to return the goods yourself, however we will not be responsible for any damages that may occur. Once goods are received by us, we will notify you that goods have been received; each item will be inspected and we will then notify you on the status of your refund.

Any refunds will be returned via the original payment method. Please allow up to a maximum of 14 days for the funds to return to your account.

Please note these conditions do not apply to bespoke, clearance stock orders or special orders once the order has been confirmed with you. Any such orders which are cancelled before delivery will be charged 70% of the original order value; this amount will be kept by us. On bespoke goods or clearance stock there are no returns. A 70% deposit is required for custom made orders.

Payment Methods

We currently accept the following for payment of goods: credit or debit card, PayPal, and cash on collection. We can also arrange cash on delivery. All the above options are available to select when completing purchase of your goods — please contact us prior to choosing the cash options so we can arrange it for you accordingly.

If any orders are suspected to be fraudulent, we reserve the right to cancel the order immediately and we will forward all the information to the relevant authorities.