Terms

Orders and prices

The price on a door page is that door and its frame, made to size, VAT included, delivered in England and Wales. It is quoted at a standard opening. A larger one costs more, and you will see the difference before you are asked for anything.

A written quote holds for thirty days. Composite prices move when the manufacturer moves them, and we would rather re-quote you than honour a stale number and take the difference out of the door.

Measuring, and who pays when it is wrong

A composite door is cut to the millimetre it is given, cannot be trimmed on site and cannot be sent back, so the measurement is very nearly the whole risk of the order. Which of us carries it depends on which route you take, and this is the main thing that separates them.

On a fitted order we survey the opening before anything is ordered. The sizes you sent us were for quoting; the size the door is made to is the one our surveyor took, and if that one is wrong we remake the door at our cost.

On a supply-only order the measurements are yours and so is the risk of a wrong one. We will check your figures against the guidance and query anything that looks unusual, but we are working from a number we did not take. If you would rather not carry that, book the survey.

Paying

The survey is ninety-five pounds, paid when you book it, and it comes off the order in full. On a job that goes ahead the survey is free. On one that does not, it has paid for somebody’s morning.

The balance is paid after the survey and before we place the order, once the final figure is in front of you. We do not work on account, and we do not ask for anything before you have seen what it costs.

Changing your mind

Every door we sell is made to the size of your opening, which makes it a made-to-measure good, and the fourteen-day right to cancel under the Consumer Contracts Regulations 2013 does not apply to it. That is the law rather than our policy, and it is exactly why we survey before ordering instead of after.

Up to the moment the order goes to the manufacturer you can stop, and we refund everything except the survey fee, which paid for a visit that has already happened. We will always tell you the date that moment falls on. After it, the door is being made.

A door that turns up damaged, faulty, or not what was specified is a different matter entirely. Tell us and we will put it right. Nothing in these terms affects your rights under the Consumer Rights Act 2015.

Fitting

Fitting is quoted with the survey rather than published, because a front door opening varies far more than an internal one and a figure set in advance would be either a guess or a cushion. It is never added to an order without your agreement, and the survey fee comes off the total either way.

Guarantee

Door-Stop warrant the door itself for ten years, and that is the headline figure. The detail is worth reading because it is not ten years on everything: five on the hinges, lock and handles, ten on the glass units against misting, and five rather than ten on the Darkwood and Oak finishes. The glass and the locking system are ten.

Two things people are surprised by, so we would rather say them here. The clock runs from the date the door was made, not the day it went in, which on a normal lead time is a fortnight or so of difference. And bowing from heat, which they call thermal movement, is excluded: a dark door in full afternoon sun moves and comes back, and that is treated as normal rather than as a fault.

That is the manufacturer’s warranty and we will put any claim through it for you. It is not the same thing as your rights against us. Those come from the Consumer Rights Act 2015, they are ours to answer rather than theirs, and nothing in the manufacturer’s terms limits them.