Let's be honest, we don't want you to have to return your items to us, because we want every one of our valuable customers to be 100% satisfied with their Leader Doors products - whether that be as small as one door, or a big order with ten doors. However, with that being said, it would be unrealistic of us to think that absolutely every project goes to plan, 100% of the time. We know that there are many other factors at play when you order online, especially for a home renovation or DIY project. That's why we're fully commited to offering our no-nonsense returns policy on all goods sold online at Leader Doors.
It's really important to us that you're fully satisfied with your Leader Doors purchase. If you're not totally happy, then you can return it to us. We allow a 14-day cooling off period in which you can notify us of your intention to return the item(s), and a further 14-days from this point to send the items back to us. We will give you a full refund back to the same payment method that you used to place the order and ensure that you're fully satisfied with our resolution.
If your unwanted goods were received outside of our 14-day cooling off period, we may be willing to authorise an extended period in which you can return the goods. Please ask our cancellations team for permission. Please note in this case we will apply a 15% restocking charge, which would be deducted from your final refund once the goods are safely returned.
You know that you're in safe hands when shopping with Leader Doors, as you can return any product to us, provided that your products are in a new & unused condition and, wherever possible, within the packaging that they were sent out in.
In the unlikely event that you're not fully satisfied with your Leader Doors purchase, please email us, make sure to include your order reference number and we'll do our best to ensure that a resolution is reached.
We always endeavour to respond to every email within 24 hours.
You have changed your mind
If you have decided that the goods aren't what you wanted and you change your mind, then you are responsible for returning your goods to us. In this instance, you would be responsible for the cost of returning the item to us. We recommend all customers return goods using a fully insured service, to cover yourself in case of loss or damage, if the goods are damaged in transit when being returned, then we will be unable to offer a refund. We are able to advise on a selection of courier services (below) which you can use in order to get the items back to us. So please contact us if you're not sure who to use!
A Few Services Previously Recommended By Our Customers
Your goods are faulty/damaged
Of course, if there are any problems with your order which are out of your hands, such as damages, manufacturing faults or discrepancies then we will take full responsibility for a return to us. We do ask that all problems are reported to us within 24 hours of receiving the goods, in order to ensure that we can replace/refund.
In most cases, we will ask that you forward on imagery of any damages or faults via email, with your order reference number - this allows us to quickly resolve any issues.
Please note, when damages occur we will first offer a full replacement - refunds can only be given when no replacement product can be supplied. Damage due to misuse, alteration to the product, or negligence is not covered under our returns policy and refunds cannot be given if these terms are breached.
For full details of our delivery service and more info on reporting faults/damages to your doors, please see our delivery service page.
Exchanging your goods
If there is an issue or fault with any goods which have been delivered to you, then please speak to your team. In many cases we can offer a replacement and exchange goods without issue - we may even be able to ship new items and swap-out the original products, however, this depends on the type of issue that is reported and also on the goods that you have ordered. If any of this applies to you, speak to our product team and we will be able to advise the best course of action.
Returning in store
If you would prefer, you can also return items yourself to our store. If you wish to do so, you must be accompanied by a copy of you order acknowledgement and we request that you please bring a photo ID (Drivers License or Passport). A refund will be given following the usual procedure, with the amount paid being credited back via the original payment method, as outlined above. We are unfortunately unable to process any refunds in cash, unless the order was originally placed in store via a cash payment. Refunds can only be processed back onto the original payment method.
As is the nature of the type of products which we offer here at Leader Doors, there are a select few items which we cannot accept returns on. These items include personalised items, bespoke/special order items and products that have been finished with any of our finishing services. Of course, in cases of faulty or damaged goods, then there will be some circumstances where we may be able to accept a return on these goods. Please note, we may choose to offer a store credit to be used against a future order on our website in these cases.
If you're unsure which category your purchase will fall into then contact us, we're here to help!
After we receive notice of your wish to return or cancel your order, we will always respond to your original enquiry within 24 hours. Once we have established how you wish to proceed we can begin the returns & refund process.
If you are returning goods to us at your own cost, we will always provide a full refund whenever the goods arrive back to us. This is because we always check to ensure goods are in a re-sellable condition and can be returned to stock.
If goods are damaged or faulty, then we can refund the goods as soon as they are collected from you, even before they arrive back to us.
Under the United Kingdom's Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, you have the right to cancel your order for any item purchased from Leader Doors and receive a full refund (Does not apply to special order items, see above).
Order cancellations must always be made in writing, stating your order reference number, within 14 days of delivery of your full order. This can be sent via email or by post to the address listed below. Once you have requested to cancel your order, goods should be returned to us as noted above under the heading.
Bespoke made-to-order items cannot be cancelled after an order is placed and technical drawings have been signed-off as accepted. This is due to the fact that doors are on an extended manufacturer's lead time and are often shipped from overseas. Once the drawings have been signed off by you, your order is deemed to be accepted and any order cancellations will not be refunded.
The item is your responsibility until it reaches us, for your own protection, we recommend that you send the goods using a delivery service that insures you for the value of the goods. This ensures that in the unlikely event that the goods returned to us damaged, you are covered with the courier for the full value of the shipment.
After your goods are received or collected (as outlined above), we will be able to process your refund. All refunds will be processed back onto the original payment method within 72 hours. After a refund is processed on our system, you will be emailed written confirmation of the transaction reversal and new order status "Order Refunded". While we aim to process all refunds within 72 hours, please allow up to a further 14 working days for funds to appear in the original payment account.
Please note, if goods are received back to us in an unsuitable condition due to damage-in-transit, then we will be unable to process a refund as per our returns policy. We would always hold onto any damaged goods for a maximum of 14 days, to ensure that you have a suitable amount of time to arrange for it to be collected, or claimed against with your returning courier. In instances where it is going to take more than 14 days to collect the damaged goods, please speak to our customer care team to discuss, as we may in some circumstances be able to hold the goods for a longer period as a gesture of goodwill - but this will need to be agreed first.
All credit/debit card refunds are subject to the standard banking process and can therefore take up to 14 working days, dependent on the bank which you use.
For PayPal transactions, once you have received notification that the refund has been processed, please allow 24 hours for the refund to appear back in your PayPal wallet.
Need a new returns note?
We will always email you a return merchandise authorisation note whenever you are returning goods, if you have lost this or need to request another, then please contact our returns team.
Still need more information?
Contact our returns team during office hours and we're here to answer any questions you may still have.
None of the above affects your consumer rights, covered under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations.