Return and Refund Policy

We want you to be satisfied with every door you buy from us. This policy explains when you can return an item, how to go about it, and how refunds are handled.

Return Window

You have 7 days from the date of delivery or collection to raise a return request with us.

Transit damage and wrong deliveries are an exception and must be reported within 48 hours of receipt, so that we can take the matter up with our delivery team or transporter while the trail is fresh.

Condition of Returned Items

To be accepted for return, a door must be:

• unused and not installed;
• free of any cutting, planing, drilling, hinge recessing or lock fitting;
• unpainted, unvarnished and otherwise unfinished by you or your fundi;
• in its original wrapping and protective packaging;
• accompanied by your receipt, invoice or order number.

Once a door has been trimmed, drilled, hung or finished, it has been adapted to your opening and can no longer be resold. Such items cannot be returned.

When We Accept a Return

1. We delivered the wrong item. If what arrives is not what you ordered, we will collect it and supply the correct item at no cost to you. We cover the collection and redelivery.

2. The item arrived damaged. If a door reaches you chipped, cracked, warped, delaminated or otherwise damaged in transit, contact us within 48 hours with clear photographs of the damage and of the packaging. We will replace it or refund you in full. You pay nothing.

3. The item is faulty. Where a manufacturing defect appears — a door that warps beyond tolerance, veneer that lifts, or a frame that is out of square — contact us with photographs and details. If the defect is confirmed, we will repair, replace or refund the item.

4. Your order never arrived. If your order has not reached you within the estimated delivery window, tell us and we will trace it. If it cannot be found, we will send a replacement or refund you in full, delivery charge included.

5. You changed your mind. You may return a stock door within 7 days of delivery if you no longer want it, provided it meets the condition requirements above. For change-of-mind returns, the cost of returning the item is yours, and the original delivery charge is not refunded. You may also return the item to our yard yourself at no cost.

What We Cannot Accept

• Made-to-measure and custom-finish doors. Doors cut, built or finished to your specification are made for one opening and cannot be resold. They are not returnable unless faulty or supplied wrongly.
• Installed doors. Once a door has been fitted, it cannot be returned except under a valid warranty claim.
• Doors modified in any way — cut down, drilled, recessed, painted, varnished or otherwise altered.
• Damage caused after delivery, including damage during storage on site, damage during fitting by a third party, water damage, or damage from misuse.
• Normal variation in timber. Wood is a natural material and grain, colour and figure vary from piece to piece. Variation between a showroom sample, a website photograph and the item delivered is not a defect.
• Items returned after the 7-day window without a prior agreement from us.
• Clearance and ex-display items sold as seen, where this was stated at the time of sale.

How to Request a Return

1. Contact us within the return window by email at info@doorshopltd.com, or call or WhatsApp +254 731 621890.
2. Give us your order number or receipt, the item concerned, and the reason for the return. Attach photographs where the item is damaged, faulty or incorrect.
3. We will review your request and respond within 2 working days. Where the return is approved, we will confirm in writing and tell you whether we are collecting the item or you are returning it to the yard.
4. Do not send anything back before you hear from us. Unannounced returns may not be accepted.

Return Address

Approved returns are received at:

Doorshop Ltd,, Southern Bypass, Rungiri, opposite Alliance High School, Kenya Monday to Friday, 8:00am to 5:00pm. We are closed Saturday and Sunday.

Who Pays for the Return

• We pay where the item was damaged in transit, faulty, or not what you ordered.
• You pay where you have changed your mind, or where the item turns out not to have a defect after inspection.

Restocking Fee

We do not charge a restocking fee.

Exchanges

Rather than a refund, you may prefer to exchange an item for a different size, design or finish. Where the replacement costs more, you settle the difference; where it costs less, we refund the balance. The same condition requirements apply.

Refunds

Once your returned item reaches us, we inspect it and confirm the outcome within 3 working days.

Approved refunds are processed within 7 working days of that confirmation and paid back to the original payment method — M-PESA to the paying number, card refunds to the same card, bank transfers to the same account. If you would prefer a different method, tell us when you make the request and we will accommodate it where we reasonably can.

The time it takes for the money to appear depends on your bank or mobile money provider and is outside our control.

Refunds include the price of the goods. The original delivery charge is refunded where the fault was ours, and is not refunded on change-of-mind returns.

Your Statutory Rights

Nothing in this policy limits your rights under Kenyan consumer protection law, including the Consumer Protection Act, 2012.

Contact Us

Doorshop Ltd, Email: info@doorshopltd.com Call or WhatsApp: +254 731 621890 Location: Southern Bypass, Rungiri, opposite Alliance High School Open 8:00am to 5:00pm, Monday to Friday. Closed Saturday and Sunday.