At Doras Lock UK, we take great pride in the quality of our products and are committed to ensuring that you are satisfied with your purchase.
This policy outlines the terms and conditions for returns, refunds, and warranty claims to ensure a smooth and transparent process for all our customers.
Warranty Information
All Doras Lock products are manufactured to the highest standards and come with a 2-year warranty from the date of purchase. This warranty is a testament to the confidence we have in the durability and functionality of our products. Manufacturing defects that affect the functionality of the product faults or issues arising from normal use in residential or commercial environments.
Damage caused by improper installation, incorrect usage, accidents, or negligence issues resulting from unauthorised repairs, modifications, or tampering normal wear and tear or cosmetic damage that does not impact performance
How to Make a Warranty Claim
To make a warranty claim, please: Contact our customer support team at sales@doraslock.co.uk with the following details: proof of purchase (e.g., order confirmation, receipt), description of the issue, supporting photos or videos, if applicable
Our team will assess your claim and may request additional information or arrange for the product to be inspected. Based on the findings, we will offer one of the following resolutions: A refund (full or partial, depending on the issue), a replacement product at no additional cost or a repair of the defective product
Returns
We understand that circumstances may change or that a product may not meet your expectations. That’s why we offer a 30-day return policy for most products. The product must be unused, unopened, and in its original packaging. The product must be in the same condition as when it was delivered. Proof of purchase is required. Certain items may not be eligible for return, including: Products that have been installed, used, or modified, customised or special-order products or items damaged due to improper handling by the customer
Contact us at sales@doraslock.co.uk or 0116 2982344 with your order details and reason for the return. We will provide instructions on where to ship the returned item and issue a return authorisation. The customer is responsible for the cost of return shipping unless the return is due to an error on our part (e.g., incorrect item shipped).
Refunds
Once your return is received and inspected, we will notify you of the outcome of your refund request. If the return is approved, a refund will be processed to your original payment method. Refunds are typically issued within 5–7 business days after approval. In some cases, partial refunds may be issued if: The returned product shows signs of use or missing components or the product is returned beyond the 30-day return window and approved as an exception. Original shipping fees are non-refundable unless the return is due to an error on our part.
Damaged or Incorrect Items
If you receive a product that is damaged, defective, or incorrect, please contact us within 7 days of delivery. We will work to resolve the issue promptly by offering. A replacement product, a return and full refund, assistance with return shipping. Please provide photos of the damage or incorrect product to expedite the resolution process.
Exchanges
If you wish to exchange a product, please follow the return process outlined above. Once your return is received and approved, we will assist in processing a new order for the desired product.
Shipping and Returns Responsibility
For returns not related to warranty claims or errors on our part: Customers are responsible for all return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of the returned item.
Contact Us
We are here to help! If you have any questions about this policy or need assistance with a return, refund, or warranty claim, please reach out to us:
Email: sales@doraslock.co.uk
Phone: 0116 2982344
Business Hours: Monday – Friday 08:00 – 17:00
Thank you for choosing Doras Lock UK. Your satisfaction and trust are our top priorities, and we are committed to ensuring a hassle-free experience.