Building Trust Together

At Door Lab, we believe in clear communication and building trust with our customers. This Terms & Conditions page outlines the terms that govern the use of our website and the purchase of our products. By using our website or placing an order, you agree to these terms.

Cancellations & Refunds

  • All our doors and windows are made to order based on your chosen specifications (e.g. hinge type, threshold style, hardware colour). Because of this, we do not accept returns or cancellations once the order is confirmed.
  • The usual consumer return period does not apply to bespoke products.
  • We will only accept returns or issue replacements if the goods are faulty or incorrect.
  • If you believe your order is faulty, email us at support@doorlab.co.uk with your order details. We’ll assess the issue and offer a solution if the problem is due to manufacturing.
  • Images on our website are for guidance only. Actual colours may vary due to screen displays. Sizes may have a tolerance of ±2–5mm due to aluminium material specifications.
  • You are responsible for providing accurate measurements. If incorrect measurements are given, we cannot accept returns or offer refunds unless the product is faulty.
  • In case of a faulty part under warranty, we will replace only the defective part, not the entire item.

Damages & Missing Items

  • Please ensure someone is available at the time of delivery to check and sign for the goods.
  • Inspect your items immediately upon delivery. If damaged, note it on the delivery slip as “damaged” and inform the driver.
  • You have 24 hours after delivery to report any issues, provided the product hasn’t been installed.
  • Missing items must be noted on the delivery sheet before signing. Claims made after signing may not be accepted and could incur charges.

Replacement Parts

  • If a part needs replacing under warranty, we will supply the replacement part only.
  • Installation or labour costs are not covered by the company.
  • Temporary solutions may be provided until the correct part is available.

Pricing Errors

In case of pricing mistakes (e.g., typos), we reserve the right to cancel or adjust the order. You’ll be notified within 5 working days if this happens.

Payment

  • Ensure your billing address and contact details match your bank or card records to avoid delays.
  • We accept most credit/debit cards (excluding Amex), and PayPal.
  • Payments are processed securely; we do not store card details.
  • You may be required to complete 3D Secure verification depending on your bank.

Delivery

  • Lead times typically range from 14 to 75 working days and will be confirmed after order finalization.
  • Deliveries are curbside, one-person only. It is your responsibility to have people onsite to assist if required.
  • We advise not to schedule builders or installers until after the delivery is received and checked.
  • If delivery fails due to no one being available, a re-delivery charge may apply.
  • Delivery times are estimates and not guaranteed. Delays due to weather, transport, or suppliers are not the company’s responsibility.
  • Deliveries may be split depending on the product types in your order.
  • Notify us at least 48 hours in advance if you need to change your delivery date.
  • Parking fees, permits, and access arrangements are your responsibility.

Lead Times

  • Lead times vary by product and are shown live on each product page.
  • If your order includes products from different suppliers, deliveries may occur in separate shipments.

Guarantees & Warranties

  • Paint/Foil: 10 years
  • Hardware: 1 year
  • Glass sealed units: 5 years

Warranty coverage excludes:

  • Damage from accidents, improper installation, or poor maintenance
  • Products used in extreme or coastal conditions
  • Products installed with timber lintels (unless specified otherwise)
  • Labour or installation costs for warranty replacements
  • Any deviation from installation guidelines provided

  • Note:

    Warranties are non-transferable and valid only if installed and maintained correctly.

    All warranty claims must be made in writing via support@doorlab.co.uk with supporting photos and order details.

Rejected Goods/Repairs

  • If a product is faulty or not as described, we’ll offer a repair, replacement, or refund.
  • You must notify us within 7 days of identifying the fault.
  • Damage due to incorrect use or unauthorized modifications is not covered.

Roof Lanterns (Titan Products)

Rooflights are bespoke and cannot be returned once made.

Warranty:

  • Fixed & Multipane EDGE Rooflights: 10 years (unit seal/frame)
  • Electronic components: As applicable
  • The warranty does not cover damage due to glass breakage, misuse, or electrical issues.
  • Warranty claims must be made within 7 days of discovering a fault to: sales@titanaluminium.com

  • Legal Notices:

    All installations must comply with building and planning regulations.

    DoorLab is not liable for financial or consequential loss due to delays, improper installation, or non-compliance with guidance.

    The guarantee is void if products are installed outside recommended conditions or altered without approval.