Delivery & Returns

At Rocket Door Frames, we are committed to ensuring your satisfaction with our products and services. This policy outlines the terms for delivery and returns to provide transparency and peace of mind for our customers.

1. Delivery Policy

a. Delivery Coverage

We offer delivery across the UK mainland. For deliveries to locations such as the Scottish Highlands, surrounding UK islands, or other remote areas, additional charges may apply. If you are unsure about delivery options or costs for your location, please contact our office for assistance. We are happy to supply you with a quote.

b. Delivery Times

  • Our standard delivery service offers next working day delivery for orders placed before 2:00 PM Monday - Thursday, subject to order confirmation.

  • Standard next working day delivery for orders placed before 12:30pm on Fridays, will arrive with you on the following Monday (Excluding Bank Holiday’s)

  • Custom or made-to-order items may have longer lead times, which will be communicated at the time of purchase.

c. Delivery Charges

  • Delivery charges are calculated based on the size, weight, and destination of your order. These costs will be displayed at checkout.

·       Commercial delivery is exclusively available for orders placed by registered businesses, this will be checked when your order is processed.

d. Order Tracking

You will receive an email notification once your order has been dispatched, along with a text message on the day of delivery providing you with a 4-hour time slot from our carrier.

e. Failed Deliveries

If delivery fails due to incorrect address details or inability to receive the package, additional charges may apply for redelivery.

2. Returns Policy

a. Eligibility for Returns

We accept returns for most products within 14 days of delivery, provided they meet the following conditions:

  • The item is unused and in its original condition.

  • The item is returned in its original packaging.

  • Proof of purchase (e.g., invoice or receipt) is provided.

Please note that upon delivery of our flush door range, any discrepancies must be reported to us within 48 hours. Unfortunately, we cannot accept claims made after this period.

b. Non-Returnable Items

The following items are non-returnable:

  • Custom or bespoke products (e.g., made-to-order door frames).

  • Items that have been installed or modified.

  • Clearance or sale items.

c. Return Process

To initiate a return:

  1. Contact us at  info@rocketdoorframes.co.uk or 0330 9980617 with your order details and reason for return.

  2. We will provide instructions and a return address.

  3. Ship the item back to us using a trackable method.

d. Return Shipping Costs

  • We charge £45 as a return fee on long items such as pocket door frames and jambs.

  • The return free for smaller items and pallet will be calculated on your postcode.

  • We recommend using a trackable shipping service to ensure safe return, if you are returning yourself.

  • Any items purchased through a distributor cannot be processed with us, please read the distributors refund and return policy.

3. Refund Policy

a. Refund Process

  • Refunds will be issued to the original payment method within 5-10 working days after the returned item is received and inspected.

  • You will receive an email confirmation once the refund has been processed.

b. Partial Refunds

Partial refunds may be issued if:

  • The item shows signs of use or damage not caused by us.

  • Items are returned incomplete (e.g., missing components or manuals).

c. Faulty or Damaged Items

If you receive a faulty or damaged item:

  1. Contact us within 48 hours of delivery.

  2. Provide photos of the damage or fault.

  3. We will arrange a replacement, repair, or refund based on the circumstances.

Please note that upon delivery of our flush door range, any discrepancies must be reported to us within 48 hours. Unfortunately, we cannot accept claims made after this period.

4. Cancellations

a. Order Cancellations

  • Orders may be cancelled before dispatch by contacting us directly.

  • If the order has already been dispatched, you must follow the returns process outlined above.

b. Custom Orders

Custom or bespoke orders cannot be cancelled once production has commenced.

5. Contact Us

If you have questions about our Delivery and Returns Policy or need assistance, please contact us:

Rocket Door Frames
Email: info@rocketdoorframes.co.uk
Phone: 0330 9980617
Address: Unit 14 Priest Court, Springfield Industrial Estate, Grantham NG31 7FZ. 

By placing an order with Rocket Door Frames, you agree to this Delivery and Returns Policy. We are committed to providing a positive customer experience and appreciate your understanding of these terms.