Returns & guarantee
Your rights under the Australian Consumer Law, plus the five-year door guarantee.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
How to make a claim
Call (02) 8041 5244 or send us a message with your order number, photos and a description. Damage or defects must be notified in writing within 7 days of delivery.
Change of mind
Most doors are made to order to your size, glass, face and machining choices, so we cannot accept change-of-mind returns on made-to-order products, and changes or cancellations are only accepted on the day of ordering. This does not affect your rights under the Australian Consumer Law.
The door guarantee
The manufacturer guarantees its doors for five years from the date of shipment (fire doors carry a one-year guarantee, and steel door frames carry a one-year warranty) to be of good material and workmanship, free from defects which make them unserviceable or unfit for purpose. The main conditions are:
- Seal or paint immediately. After fitting and before hanging, the entire door including the top and bottom edges must be painted with a quality paint system suited to where the door is hung. If staining, use an exterior-grade varnish or sealer.
- Light colours on entrance and exterior doors. Dark colours void the warranty. The manufacturer asks for a light reflectance value (LRV) above 50.
- Overhead protection. Entrance doors and systems should be hung in weather-protected areas. Doors installed fully exposed, including opening-out doors, are not warranted.
- Trimming. A maximum of 3mm may be trimmed evenly from any edge.
- Hinges. Entrance and solid doors up to 2040 x 820 need three hinges; larger doors need four hinges or a pivot system.
- Storage. Store and hang doors in dry buildings, not damp or freshly plastered areas.
- Natural variation. Variations in colour, texture or grain of timber or MDF, and normal "show-through" of frame components, are not defects.
Warp
Warp means cupping, bowing or twisting of the door itself (not its fit in the frame). Warp of 4mm or less for doors up to 2150mm high, and 6mm or less for doors between 2150mm and 2400mm high, is not considered a defect. Doors over 2400mm high or 1020mm wide are not guaranteed against warp, and the warp guarantee does not apply to doors with face veneers of different species, doors that are improperly hung, or external flush doors painted dark colours or different colours on each face.
Read our guide to painting, sealing and caring for timber doors.