Returns, Damages and Product Issues

Last updated: 18 October 2026

This policy covers Doorland UK doors, windows and related products and should be read with our Terms of Sale. Nothing in this policy excludes or restricts statutory rights.

Check your order before installation

You and your installer are responsible for checking the goods against your confirmed order before installation. Do not fit a product with an apparent error, visible damage or a known fault.

Check the dimensions, colour, finish, opening direction, glazing, hardware, quantities and visible condition. Carry out checks safely, following the applicable product instructions, without damaging or altering the goods.

Check packaging and accessible goods on delivery where reasonably practicable. Record visible damage or shortages on the delivery paperwork and take photographs where possible. Signing confirms receipt; it does not waive rights concerning faulty or incorrectly supplied goods.

Before removing existing doors or windows, make sure your full order has arrived, has been checked and is suitable for the intended opening. Do not book installation until these checks are complete. Pass these instructions to your installer.

If you identify a discrepancy, damage or an apparent fault, stop and contact Doorland before fitting, glazing, cutting, drilling, sealing or otherwise altering the product.

Installation competence and responsibility

Our supply-only products require competent installation using appropriate tools, materials and methods, following the applicable manufacturer’s instructions.

You are responsible for ensuring that you or your appointed independent installer have the necessary skills and experience. If the installation requirements are not understood, obtain competent assistance before proceeding. Contact us if relevant product instructions are missing or unclear.

Correct installation includes, where applicable:

• Ensuring the opening and supporting structure are suitable.
• Keeping frames square, level and correctly supported, without twisting or distortion from fixings.
• Using appropriate fixing, support and glazing packers, including correct toe-and-heeling where required.
• Correctly aligning and adjusting hinges, sashes, keeps, shoot bolts and locking points.
• Checking normal opening, closing and locking operation during installation and before completing the work.

Some products require final adjustment during installation. The need for adjustment, or difficulty opening, closing or locking, does not by itself establish a manufacturing defect. The cause must be assessed.

Where you appoint an independent installer under a separate contract, their workmanship is their responsibility. This does not exclude Doorland’s responsibility for the goods, our own advice or instructions, or installation carried out by us or under our responsibility.

Damage caused by fitting or forced operation

Doorland is not responsible for damage caused by incorrect handling, installation, glazing, adjustment, misuse or alteration by you or an independent installer.

This includes damage caused by incorrect packing, distorted frames, misaligned components, unsuitable fixings or tools, and forcing mechanisms against resistance.

Do not force handles, locks, shoot bolts or other mechanisms that do not operate normally. Stop and arrange for the installation and alignment to be checked. Forcing a misaligned mechanism can break the mechanism or damage surrounding components.

Where evidence establishes that incorrect installation or operation caused a component to fail, that damage is not an original manufacturing fault and its correction is your responsibility. Any separate product defect or supply error will be assessed separately.

Installing a product despite an apparent problem

Fitting, drilling, cutting, glazing or applying sealant can permanently alter a product and make a straightforward correction or exchange more difficult. Removal may also cause further damage.

If an issue becomes apparent during installation, stop as soon as it is safe to do so and contact us.

Where you proceed despite knowing about an issue, or fail to take reasonable steps to prevent avoidable loss, we may dispute additional damage, removal, refitting or other costs that could reasonably have been avoided, to the extent permitted by law. We will consider whether the issue was reasonably apparent and whether proceeding caused the additional loss.

Installation does not automatically remove rights concerning an original defect or supply error, including faults that were not reasonably apparent beforehand.

Glass handling and glazing damage

Glass must be handled, stored and glazed carefully, following the applicable manufacturer’s instructions. Check glass for visible cracks, chips, scratches and other damage on delivery where safely and reasonably practicable, and again before glazing or installation. Inspect safely accessible surfaces and edges without dismantling the unit or exposing yourself to injury. Report damage promptly and do not fit damaged glass. If damage is discovered during glazing or installation, stop as soon as it is safe and contact Doorland. Retain photographs and relevant evidence where safe. We will investigate an alleged supply defect, but where the evidence establishes that damage was caused after delivery by handling, storage, glazing or installation by you or an independent installer, replacement glass and associated work will be chargeable. A failure to inspect does not, by itself, remove statutory rights concerning damage or defects present on delivery.

We are not responsible for cracks, chips or breakage caused by incorrect handling, impact, inappropriate tools, incorrect packing or glazing, or excessive force when fitting beads by you or an independent installer.

This does not exclude responsibility for damage present on delivery, manufacturing defects or inadequate instructions for which we are responsible.

For reported glass damage, we may reasonably request photographs of the complete unit, the damage and its apparent origin, and the installation or packing arrangement where safely accessible. We may arrange an inspection.

Retain relevant evidence where safe. Do not handle broken glass or dismantle glazing solely to obtain photographs. Damage reported after installation will be assessed on the evidence and applicable law; the timing of the report alone does not establish its cause.

Reporting a problem

Contact us promptly, ideally within seven days for visible delivery damage, shortages or specification errors. This is a requested reporting period, not a deadline that removes statutory rights. Report hidden faults promptly after discovery.

Use our Report an Issue form, email sales@doorland.co.uk or call 0800 099 1919.

Include your order number, a description, photographs where available, when the issue was noticed, and whether the product has been installed, adjusted, altered or repaired. The form is helpful but is not the only way to exercise your rights.

Inspection, site visits and remedial assistance

We may reasonably request photographs, videos, measurements or an inspection to distinguish a product defect from an installation, adjustment or handling problem.

Where reasonably possible, give us an opportunity to assess the issue before arranging removal, repair or replacement. Take urgent steps reasonably necessary for safety or to prevent further damage. A lack of prior approval does not automatically defeat a valid claim.

Where an assessment establishes that the problem was caused by you or an independent installer, we may offer replacement parts, adjustment or remedial assistance as a chargeable service.

Any proposed inspection, attendance or remedial charges, and the circumstances in which they apply, will be explained and agreed before the chargeable service is provided. We will not charge for a remedy we are legally required to provide free of charge. We will not impose a blanket call-out payment as a condition of exercising statutory rights.

Faulty or incorrectly supplied goods

Doorland remains responsible for its obligations as your seller. We will investigate and liaise with the manufacturer where necessary; you do not have to pursue the manufacturer instead of exercising rights against us.

Claims will be assessed using the available evidence and applicable law, including any statutory presumption about when a fault arose.

Consumer remedies may include rejection, repair, replacement or a price reduction, depending on the circumstances. Where statutory repair or replacement rights apply, we bear necessary costs as required by law and provide the remedy within a reasonable time and without significant inconvenience.

Contact us to arrange any collection or return.

Bespoke orders and customer measurement errors

The usual 14-day distance-selling cancellation right does not apply to goods made to your specifications or clearly personalised. This does not affect rights concerning faulty or incorrectly supplied goods. Simply sourcing a standard item to order does not itself make it bespoke.

Where we supplied the exact measurements and specification you ordered, but you or your independent installer selected them incorrectly, we do not ordinarily have to provide a free alteration, replacement or change-of-mind return of bespoke goods. This does not exclude responsibility for our own advice or an agreed measuring service.

For eligible non-bespoke distance purchases, statutory cancellation rights apply. Notify us within the applicable cancellation period, usually 14 days after delivery.

Guarantees and business purchases

Manufacturer and other commercial guarantees provide additional protection subject to their terms. They do not replace statutory consumer rights.

For business purchases, remedies follow the agreed contract and applicable business sale law. Consumer-specific rights apply only where you are buying as a consumer.