Returns & Refunds Policy
Last updated: 14/05/2025
At Grafton Carpentry Interior Door Specialists LTD, we take great care to ensure that every product we supply and fit meets high standards of quality and workmanship. As our service includes the supply and professional fitting of made-to-measure or customised items, please review the policy below regarding returns and refunds.
1. Made-to-Order and Fitted Products
Our products are tailored to customer specifications and professionally installed. As such, they are excluded from the standard right to cancel under the Consumer Contracts Regulations 2013, which applies to goods that are personalised, custom-built, or fitted.
We therefore do not accept returns or exchanges once the installation has taken place unless the item is faulty or not as described.
2. Faulty or Damaged Goods
If a product is faulty, defective, or damaged on arrival, you must report this to us within 7 days of the installation date by contacting us at hello@graftoncarpentry.com. We may ask for photos or further information to assess the issue.
Where appropriate, we will arrange a repair, replacement, or partial/full refund depending on the nature of the fault.
3. Incorrect Products
If the product delivered and installed differs from what was agreed in your order confirmation, we will take full responsibility for correcting the issue at no cost to you.
4. Cancellations and Rescheduling
- Orders can be amended or cancelled free of charge up to 5 days before the scheduled fitting date.
- Cancellations made within 5 days of the fitting date may be subject to a £200 fee, which covers administrative costs and lost labour allocation.
- Please note that made-to-measure items are exempt from standard return rights under the Consumer Contracts Regulations, as they are made specifically to your requirements.
5. Refund Process
- Refunds will be issued to the original payment method.
- Please allow 3–5 business days for the amount to appear in your account.
- We will notify you by email once the refund has been processed.
6. Contact Us
For questions or to report an issue with your order, please contact our team at hello@graftoncarpentry.com.
This Returns & Refunds Policy does not affect your statutory rights under UK consumer law.