Refund and Returns Policy for Door To Store
1. Introduction
At Door To Store, we aim to provide high-quality hire services and equipment to our customers. We understand that circumstances may arise where you need to return equipment or request a refund. This policy outlines the terms and conditions under which refunds and returns will be processed, in accordance with UK law.
2. Equipment Returns
2.1. Standard Return Policy
- Equipment hired from Door To Store must be returned by the agreed-upon return date in the same condition as it was provided, subject to reasonable wear and tear.
- All returns must be made to our designated return location unless otherwise agreed.
- Late returns will incur additional fees as outlined in your hire agreement.
2.2. Early Returns
- If you choose to return the equipment before the end of the agreed hire period, please notify us in advance.
- Early returns may be eligible for a partial refund, which will be calculated based on the remaining unused weeks of the hire period, minus any applicable fees or discounts.
2.3. Faulty Equipment
- If the equipment provided is faulty or becomes unusable through no fault of your own, you must inform us immediately. We will arrange for a replacement or repair at no additional cost to you.
- If a replacement or repair is not possible within a reasonable timeframe, you may be entitled to a partial or full refund.
3. Refund Policy
3.1. Right to Cancel (Cooling-Off Period)
- If you booked your hire service online, by phone, or by mail order, you have the right to cancel your hire agreement within 14 days of making the booking, provided the hire period has not yet commenced. Cancellations within this period will receive a full refund.
3.2. Cancellation Before Hire Period Begins
- For cancellations made outside the cooling-off period but before the hire period begins, please notify us at least 24 hours in advance to avoid cancellation fees.
- Cancellations made with less than 24 hours’ notice may incur a cancellation fee of 100% of the total hire cost.
3.3. Refunds During Hire Period
- Refunds are generally not provided once the hire period has commenced, except in cases where the equipment is faulty or unusable.
- In the case of faulty or unusable equipment, you may be eligible for a partial or full refund depending on the circumstances.
3.4. Refund Processing
- Refunds will be processed within 14 days after the equipment is returned and inspected.
- Refunds will be issued via the original payment method unless otherwise agreed.
3.5. Non-Refundable Items
- Certain items may be non-refundable, including but not limited to consumables, perishable items, or items specified in the hire agreement.
- Custom or specially ordered items are non-refundable unless faulty.
4. How to Initiate a Return or Refund
- To initiate a return or request a refund, please contact our customer service team at office@doortostore.co.uk with your order details and reason for return or refund.
- We will provide instructions on how to proceed with the return or refund process.
5. Dispute Resolution
- If you are not satisfied with the outcome of your return or refund request, please contact our customer service team to escalate the matter.
- We will make every effort to resolve disputes amicably and in accordance with our terms and conditions.
6. Changes to This Policy
- Door To Store reserves the right to update or modify this Refund and Returns Policy at any time. Any changes will be effective immediately upon posting to our website.
For any questions regarding this policy, please contact us at 0800 043 9302