Last Updated: May 12, 2025
Thank you for shopping at DoorMarts (doormarts.us), operated by ELITE FROST LIMITED. We want you to be completely satisfied with your purchase. If you are not entirely satisfied, we're here to help.
1. Return Period
You have 30 calendar days to return an item from the date you received it. To be eligible for a return, your item must meet the conditions outlined below.
2. Eligibility for Return
To be eligible for a return, please ensure that:
- The item is unused, in the same condition that you received it, and in its original packaging.
- The item has all original tags and labels attached.
- You have the receipt or proof of purchase (e.g., your order number).
Items that do not meet these criteria will not be considered for return.
3. Non-Returnable Items
Certain types of items cannot be returned. These include, but are not limited to:
- Perishable goods (such as food, flowers, or plants)
- Custom products (such as special orders or personalized items)
- Digital products or downloadable software
- Gift cards
- Intimate or sanitary goods (such as beauty products, swimwear, or underwear if the hygiene seal is broken or missing)
- Hazardous materials, flammable liquids, or gases
- Some health and personal care items
Please contact us if you have questions about whether your specific item is returnable.
4. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact our Customer Support team at Contact@doormarts.us within the 30-day return period.
- Please provide your order number, the item(s) you wish to return, and the reason for the return.
- Our team will review your request and, if eligible, provide you with return instructions, including the return shipping address. Please do not send items back to us without prior authorization.
5. Return Shipping
You will generally be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
If the return is due to our error (e.g., you received a defective, damaged, or incorrect item), DoorMarts will cover the return shipping costs. We will provide you with a prepaid shipping label or arrange for a courier pickup in such cases.
6. Refunds
Once we receive your returned item, we will inspect it and notify you that we have received it. We will also notify you of the approval or rejection of your refund based on the condition of the returned item and compliance with this policy.
If your return is approved:
- We will process your refund within 5 business days from the date we receive and inspect the returned item.
- The refund will be issued to your original method of payment.
- Please note that it may take some additional time for your bank or credit card company to process and post the refund to your account. This timeframe is determined by your financial institution.
If your return is rejected, we will explain the reason and discuss options for returning the item to you (at your expense, if applicable).
Original shipping charges (if any were applied to your order) are non-refundable unless the return is due to our error. As we offer free standard shipping on orders to our primary shipping zones, this typically applies only to any express or special shipping fees you may have paid.
7. Damaged or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us at Contact@doormarts.us within 7 days of receiving your order. Please include your order number, details of the issue, and photographic evidence if possible.
We will work with you to resolve the issue promptly, which may include providing a replacement, a full refund, or covering the cost of return shipping for the damaged or incorrect item.
8. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We do not typically process direct exchanges in a single transaction. Please follow the standard return procedure for the original item and place a new order for the desired item.
9. European Union (EU) Customers – Right of Withdrawal
If you are a consumer based in the European Union, you have a statutory right to withdraw from your contract within 14 days without giving any reason. This right is detailed in our separate Right of Withdrawal Policy. The terms of the Right of Withdrawal may differ from this general Return & Refund Policy, particularly concerning the timeframe and return shipping cost responsibilities. Please refer to that policy for specific details applicable to EU consumers.
10. Policy Updates
ELITE FROST LIMITED reserves the right to update this Return & Refund Policy at any time. Any changes will be effective immediately upon posting the revised policy on our website. We encourage you to review this policy periodically.
11. Contact Information
If you have any questions about our Return & Refund Policy, please contact us:
ELITE FROST LIMITED (trading as DoorMarts)
Email: Contact@doormarts.us
Phone: +44 7440 218303
Address: Flat 7, Dune Crest, 105 Banks Road, POOLE, Dorset, BH13 7QQ, United Kingdom