Cancellations & Returns

> PLEASE NOTE. The below stipulated Cancellation & Returns Terms DO NOT apply to Trade Customers. If "Are you a Trade Customer?" was ticked at checkout please visit our Trade Terms & Conditions (here).

• If this box was selected, this, as well as your advised company name will be detailed on your Order Confirmation email.

Please see our Delivery section (here) for information on the process for the return/exchange of faulty goods.

As a consumer you have the right to cancel your order for any reason within 14 working days from the date of delivery. To do so you must notify us in writing (preferably email to aftersales@vividdoors.co.uk) as soon as possible. The product must then be back with us in complete, resaleable condition, and in original packaging within a further 14 days.

All made-to-order products (i.e. those specified as having an extended lead time from our advertised norm) are non-returnable and non-refundable, as they have been manufactured specifically for your order. All made to measure products are manufactured to normal manufacturing standards with a +/-1.5mm tolerance on widths and heights. Goods will be manufactured to agreed and signed for specifications, without exception. Any costs incurred from changes made after acceptance in writing will be charged at full commercial rates. If a made-to-order product is found to be defective upon delivery, please report this to us and we can issue replacements orders.

If the ordered products are advertised as from stock, and have not been dispatched by us at the time of cancellation we will refund to you all the monies paid by you within 14 days of your cancellation request.

If the products have been received or dispatched to you, and it is your intention to cancel, then the goods should not be unpacked. The goods must also be returned by a reputable carrier to minimise the risk of damage and by arrangement with our customer services team. We recommend that you choose an "insured for transit damage" or equivalent option from your choice of carrier, in the event that they are return to us in non-saleable condition. Please call or email (aftersales@vividdoors.co.uk) our customer service department to arrange returns.

While in your possession you must keep any products you intend to return to us in good condition, and stored in line with our product storage guidelines, that can be viewed here. You will be responsible if they are lost, damaged, or destroyed whilst they are in your possession as ownership of the goods and title pass to you on delivery.

The goods must be returned to us in good condition and within 14 days of your notification that you wish to cancel, and we reserve the right to check on arrival back at our premises that there is no damaged or missing parts. We will immediately inform you upon the product's return if there is any damage, providing you with photographs to allow you to take the matter up with your choice of courier.

On arrival back at our premises we will refund the value of all products returned in “as new” re-saleable condition. Any cost of replacing damaged or missing parts will be deducted from any monies owed. This process can take up to 14 days to process the refund, after the product's return.