Refund Policy

Refund and Returns Policy

Last updated: February 2026

Your Consumer Rights

As a UK consumer, you have statutory rights under the Consumer Rights Act 2015. This policy does not affect those rights.

Made-to-Measure Products

Our composite doors and windows are custom-made to your specific measurements and requirements. As such:

  • Made-to-measure products cannot be returned unless they are faulty or not as described
  • You have the right to cancel within 14 days of order confirmation, before manufacturing begins
  • Once manufacturing has started, cancellation fees will apply to cover costs incurred

Faulty or Damaged Products

If your product arrives damaged or is found to be faulty:

  • Contact us immediately with photos of the damage or fault
  • We will arrange for inspection and assessment
  • Faulty products will be repaired, replaced, or refunded at our discretion
  • We cover all costs for genuine faults or damage in transit

Incorrect Orders

If we supply the wrong product:

  • We will collect the incorrect item at no cost to you
  • We will supply the correct product as quickly as possible
  • You will receive a full refund if you no longer wish to proceed

Installation Issues

For Supply & Fit packages:

  • Any installation defects will be rectified free of charge
  • Our workmanship guarantee covers installation for 12 months
  • Contact us within 7 days of installation if you have concerns

Refund Process

If a refund is approved:

  • Refunds will be processed within 14 days of approval
  • Refunds will be made to the original payment method
  • If you paid via financing, we will notify the finance provider

Cancellation Before Delivery

  • Contact us in writing to cancel your order
  • If manufacturing has not started: full refund minus any survey costs
  • If manufacturing has started: refund minus manufacturing costs incurred
  • If product is ready for delivery: cancellation fee of 50% applies

How to Request a Refund or Return

Please contact us through our Contact page with:

  • Your order number
  • Reason for return or refund request
  • Photos if the product is damaged or faulty

Contact Us

For any questions about refunds or returns, please visit our Contact page.

A2Z Windows and Doors Ltd
Serving Bedfordshire, Hertfordshire, and Buckinghamshire