Refund and Return Policy for DoorWoodenDoors.com

Effective Date: May 3, 2026

This Refund and Return Policy applies to all orders placed through https://doorwoodendoors.com (the “Site”) by users (“you” or “your”) and governs the terms for returns, exchanges, and refunds of our door products (including custom wooden doors, fire-rated doors, soundproof doors, sliding doors, and related products). We strive to ensure the quality of our products and provide clear guidelines to protect both our customers and our business, in compliance with international trade regulations and consumer protection laws (including EU consumer laws and California consumer protection regulations).

By placing an order on our Site, you acknowledge and agree to the terms of this Refund and Return Policy. Please read this policy carefully before making a purchase, especially if you are ordering custom products.

1. General Eligibility for Returns & Refunds

To be eligible for a return or refund, the following conditions must be met:

You must submit a return request within 7 calendar days of receiving your order (for non-custom products) or within 3 calendar days of receiving custom products (only for quality defects).
The product must be in its original condition, unused, and undamaged, with all original packaging, labels, and accessories intact (unless the product is defective).
You must provide valid proof of purchase (e.g., order number, invoice, or receipt) and clear photos/videos of the product (and any defects, if applicable).
Returns for custom-made products are only accepted if the product has a manufacturing defect or does not match the agreed-upon specifications (size, material, finish, etc.) as confirmed in your order confirmation.

2. Non-Returnable Items

The following items are not eligible for return or refund, unless they are defective or do not match the agreed specifications:

Custom-made doors (including doors with custom sizes, materials, finishes, or hardware, as per your specific requirements).
Products that have been installed, modified, or damaged by you or a third party after delivery.
Fire-rated doors, soundproof doors, or other specialized products that have been tampered with (e.g., altered fire-resistant components).
Sample products (unless the sample is defective and does not represent the actual quality of our bulk products).
Products damaged during shipping due to improper handling by the carrier (see Section 4 for shipping damage claims).

3. Return Process

To initiate a return, please follow these steps:

Submit a Return Request: Contact our customer service team via email (insert your business email here) with the subject line “Return Request – [Your Order Number]”. Include your order number, contact information, reason for return, and clear photos/videos of the product (and defects, if applicable).
Review & Approval: Our team will review your request within 3 business days. If approved, we will send you a Return Authorization (RA) number and detailed return instructions (including shipping address: No.15, Caobian Industrial Zone, Dali Town, Nanhai District, Foshan City, Guangdong Province, China).
Package & Ship: Pack the product securely in its original packaging (or equivalent protective packaging) and clearly mark the RA number on the outside of the package. You are responsible for arranging and paying for return shipping, unless the return is due to a manufacturing defect or our error (we will cover shipping costs in such cases).
Inspection: Once we receive the returned product, our quality control team will inspect it to verify the condition and reason for return. This inspection may take 5-7 business days.
Refund or Exchange: After inspection, we will process your refund or exchange:
1. Refund: If approved, the refund will be issued to your original payment method within 7-10 business days. Please note that shipping costs (both original and return) are non-refundable, unless the return is due to our error or a manufacturing defect.
2. Exchange: If you request an exchange (for non-custom products), we will ship the replacement product once the returned product is confirmed to be in eligible condition. You may be responsible for any price difference between the original and replacement product.

4. Shipping Damage Claims

If your order is damaged during shipping (e.g., broken doors, damaged frames, or missing parts), please follow these steps immediately:

Take clear photos/videos of the damaged packaging and product before opening or unpacking (if possible) or immediately after unpacking.
Contact our customer service team within 24 hours of receiving the order, providing your order number, photos/videos of the damage, and a detailed description of the issue.
We will work with our logistics partner to file a damage claim. Depending on the extent of the damage, we will either send a replacement product (at no additional cost to you) or issue a full refund (including original shipping costs).
Do not discard the damaged packaging or product until our team confirms it is no longer needed for the damage claim.

5. Refund Exceptions

Refunds will not be issued in the following cases:

Returns initiated after the eligible time window (7 days for non-custom products, 3 days for custom products).
Products returned without a valid RA number.
Products that are damaged, modified, or used after delivery (unless due to a manufacturing defect).
Custom products that match the agreed-upon specifications (even if you change your mind).
Shipping delays caused by third-party carriers (we are not responsible for carrier delays, but we will assist you in tracking and resolving issues).

6. Custom Product Policy

Custom-made doors are designed and manufactured according to your specific requirements (size, material, finish, hardware, etc.). Due to their unique nature, we cannot accept returns or issue refunds for custom products unless:

The product has a manufacturing defect (e.g., poor craftsmanship, material defects, or structural issues).
The product does not match the specifications confirmed in your order (e.g., wrong size, wrong material, or incorrect finish).

Before manufacturing your custom order, we will send you a confirmation of your specifications. Please review this carefully and confirm; once confirmed, we will begin production, and no changes or cancellations will be accepted (unless we make an error in the confirmation).

7. Cancellation Policy

Non-custom orders can be canceled within 24 hours of placing the order, with a full refund (including shipping costs, if already paid).
Custom orders can be canceled only before production begins (usually within 24-48 hours of order placement). If production has started, no cancellation is allowed, and no refund will be issued.

8. Contact Us

If you have any questions, concerns, or requests regarding returns, exchanges, or refunds, please contact our customer service team:

Email: [Insert Your Business Email Here]
Address: No.15, Caobian Industrial Zone, Dali Town, Nanhai District, Foshan City, Guangdong Province, China
Phone: +86 131 2600 8852

We will respond to your inquiry within 3 business days and work with you to resolve any issues promptly.

9. Changes to This Policy

We reserve the right to update or modify this Refund and Return Policy at any time. Any changes will be posted on this page with an updated “Effective Date”. Your continued use of the Site or placement of orders after the effective date of the updated policy constitutes your acceptance of the changes.