Office: 01268 382252 Mobile: 07481 904071 (Text or WhatsApp 24/7) [email protected]

Front Doors Online Ltd – Terms & Conditions 2023

Under these conditions, the Company (Front Doors Online Ltd) agree to supply you (the customer) with the goods shown in the schedule.
Should the customer change the details of the order and the Company has commenced the manufacturing process, the Company reserves the right to make a charge for reasonable costs involved.

The information contained on this website is for general guidance only. The Company makes every effort to ensure that the information and advice on this website is accurate, it is not comprehensive. Accordingly, the information and advice offered on this website should not be relied upon, and expert advice should be sought from an appropriate professional.

The Company reserves the right to change or update any website content, prices or products at any time without prior notice.

Imagery used on the website is for illustrative purposes only. The colour and appearance of actual products may differ from those items shown on this website. All images, descriptive matter, specifications and advertising on our site are for the sole purpose of giving an approximate description of the goods. Full detailed specifications are available from the Company. All information on the website should be as accurate and up to date as possible. However, the Company cannot guarantee the reliability or the accuracy of the information contained within its pages. All the actions taken by the user of the website are the responsibility of the individual.

All prices are subject to change without prior notice.

We are under no obligation to provide the product to you at an incorrect (lower) price, even after we have sent you an order confirmation e-mail.


All dimensions are to be supplied in Metric (MM) and all designs are viewed as from OUTSIDE. We only work to overall frame sizes. Any sizes given should include the frame, sill and any frame extenders/add ons required. As standard the door will default to a Yale lock master lock, a straight spindle lever / lever handle, full pvc threshold and 150 sill, Veka profile and Yale superior cylinder. The customer is responsible for changing these options if the defaults are not the required options as the door will be ordered as it is described on the confirmation the company and the customer receives.

Any order received by the company is confirmed to the customer and made to the customers requirements that they have sent to us. Once confirmed and paid for the goods will be manufactured to this specification and the customer accepts that all sizes and specification is correct and as required. We take no responsibility for any errors or product sizes that differ from the agreed confirmation that the customer agrees.

Orders can be placed by the website or email. Orders can be paid for through the website via our payment link or bank transfer, invoices will be emailed prior to order.

Upon receipt of your order and payment, confirmation will be emailed to the customer for checking.

Checking your order

Please take the time to ensure our interpretation of your order is correct as stated on your confirmation, the responsibility must rest with you to notify us of any misinterpretations or omissions made by the company. Once an order is signed off we will process it with those details. It is the customer’s responsibility to check the details are correct. Any changes from the signed order after manufacturing commences will be chargeable. If the order is correct there is no need to reply unless a signature is required, which we will request.

Changing your order

Where possible you will have 24 hours from the time you placed the order in which to make any changes or amendments, the exception to this is short lead time products which once ordered will be released straight into production and therefore cannot be changed.

If any detail is incorrect please inform us immediately on 01268 382252 AND reply to the email confirming the order amendments, we will then issue a revised confirmation if the changes can be made.


SUPPLY ONLY -ALL GOODS ORDERED MUST BE PAID FOR IN FULL BEFORE ANY MANUFACTURING CAN COMMENCE. No goods will manufactured or delivered until cleared payment is received by the company.

SUPPLY AND FIT – Payment schedules will be agreed before an order is confirmed and the customer will sign off the order agreeing to these payment terms. If deposit is required, the process will not begin until deposit payment is cleared.

We accept all major credit and debit cards through PayPal or Stripe (up to the value of £2000.00) including Visa, MasterCard, Maestro and Solo. On the order you must provide us with your exact billing and delivery address and telephone number – the address and phone number your credit card bank has on file for you. Incorrect information will cause a delay in processing your order. Your order will only be processed once authorization of your card has been properly received. (Can take up to 5 working days.)


The Company reserves the right to cancel any order without prior notice. We will write and tell you about any cancellation within 10 days of us receiving the order.

If we cancel the contract, we will refund the amount in full and any other payments you have made under the contract but we will have no further liability to you. We accept no responsibility for cancelled installations and costs incurred.

Due to our door and glass products being bespoke made to measure items specifically manufactured for the customer, there is no cooling off period and these items cannot be cancelled once an order is accepted. Once you have signed to accept an order or purchased online through the website, the order will go into production and cannot be amended, cancelled or refunded.

In the event a product is listed at an incorrect price due to typographical error or error in pricing information, we shall have the right to refuse or cancel any orders listed at the incorrect price whether or not the order has been confirmed. If your credit card has already been charged and we subsequently cancel your order, we will immediately issue a credit to your card account in the value of the incorrect price (including delivery charges where applicable).

All products and services are subject to availability and may be withdrawn at any time. If we do not supply the goods for any reason we will not charge you for these and we will refund any money already paid for them. However, we will not be responsible for compensating you for any other losses you may suffer if we do not supply the goods such as labour costs. No compensation is given for late delivery or put off works due to this. Bespoke manufactured goods that are not off the shelf products are prone to delays and we will not be held responsible for lost time, labour or any other losses.

SUPPLY ONLY GOODS – In the event that any part fails, whether it be for a handle, hinge or door slab or any component, if it is within warranty period, we will request the parts to be sent to the customer from the manufacturer. This is the limit of our responsibility and do not offer a service to attend site and replace the parts free of charge. We would offer a chargeable service to replace any parts but this would have to be agreed prior to us attending to do so. We do not manufacture any of the goods and there for do not take responsibility for changing any said parts over. Any warranty issues are dealt with by the manufacturer of the goods. We can act on your behalf to obtain replacement parts or deal with issues, but as a supply only purchase, it is a trade sale and only trade sale conditions apply. Once a door, window, bifold or any other product we supply and has been delivered, any issues should be reported through email with photo and video evidence. Any parts to be found faulty by agreement of us and the goods/parts supplier, the replacement or remakes will be manufactured and delivered within the current lead time. There is no fast track system. There is no option for refund, only relacement for frames and door slabs as they are bespoke items and not standard items that can be reused. Parts such as handles, letterboxes, door glass that have issues are the only ‘off the shelf’ items. As previously stated, bespoke items that are found faulty will only be replaced, not refunded.

The manufacturing process for bespoke made to measure items such as composite doors, bi fold doors, windows etc that we supply is a production line that is followed. In some cases the goods will be completed as late as the day before delivery is due so in the event of a delay you could be advised as late as the due date that goods won’t be delivered on time.



The Company generally offers a 15 – 20 working day lead-time. The Company will do all it reasonably can to meet the delivery period advised to you. In the case of unforeseen circumstances beyond our reasonable controls such as weather, traffic or machinery and vehicle breakdown, we shall contact you and agree an alternative date. We will try our best to meet the outlined delivery schedule but shall not be responsible for any failure to deliver ordered products within these stated time frames.

You may receive an email on the morning of delivery if it is provided by the supplier, this will give you a tracking number for your order. This slot is rarely missed but this is purely an estimate as we cannot accommodate unforeseen circumstances. Not all of our suppliers offer this service so it will depend on the range of goods you have purchased as to whether you will receive this information.

Your delivery date cannot be changed once it is confirmed and the door will be delivered on the stated day within the allotted time (when given). If no one is present to accept the door then it will be returned to the factory and a £40.00 re delivery charge will be applied, so please ensure someone is present to receive the door and check it before signing for it. Once the door is delivered it becomes your property and your responsibility. The delivery driver will ask you to inspect the door and sign for receipt in good condition. The delivery contractor will not take away packaging material. If an item is defective or damaged before or on delivery, we will replace it free of charge. This is in addition to your manufacturer’s guarantee.

It is your responsibility to sign for the correct number of items as shown on the delivery consignment note. Any shortages must be notified to us within 24 hours from delivery or within a reasonable amount of time. It is your responsibility to notify us of any incorrect goods supplied within 24 hours from delivery or within a reasonable amount of time. We will not accept liability for goods lost in transit unless we are notified within 24 hours from the expected delivery date or within a reasonable amount of time.

Risk in the goods sold passes to you on delivery once signed for.

Due to insurance guidelines, delivery personnel are unable to enter private residences. The goods will be left in a safe place on the premises. The recipient of the goods is responsible for any additional lifting once the initial delivery has been made.

We recommend that you do not book fitters until your order has been received and checked. Any cancelled labour charges are not our responsibility.

Late/missed/delayed deliveries due to manufacturing, stock issues or failed quality control are sometimes possible due to reasons beyond our control. If any of these issues occur we will notify you as soon as we are made aware by the supplier. This could even be on the day of delivery and we accept no responsibility for customer time taken to wait for delivery or annual leave used to be present for delivery.



ANY SHORTAGES OR DAMAGES MUST BE REPORTED WITHIN 72 HOURS OF YOUR DELIVERY DATE. ANY ITEMS REPORTED MISSING OR DAMAGED AFTER THIS TIME WILL BE DEEMED CHARGEABLE. We cannot accept return of goods that are damaged after delivery where this is due to the negligence of the customer, the customer’s installation contractor or other third party.

We recommend that a competent or qualified person carries out the installation of goods supplied. It is the responsibility of the installer to provide any guarantees or certifications for their own work. The company is not liable for any installation issues that may arise due to no fault of the product.

It is well recognised that over 90% of remedial work is due to incorrect installation.

Always check the size of your new framework against your old frame before removing old frame.

It is your responsibility to choose the appropriate product based upon the information contained on our web site. If you are in any doubt as to which product to order then contact us. A product cannot be returned when it is subsequently found to be unsuitable for any reason, such as (but not limited to):
– the dimensions of the product are too large/small to fit in the intended opening.
– the product is in poor working order due to improper handling.
– the product is no longer required.

Emergency call outs and locksmiths

Front Doors Online Ltd do not operate an emergency call out service for malfunction of locks and as for a percentage of our orders we operate on a national basis we cannot always guarantee an immediate service – in order to comply our customers will be notified at the time of purchase (on request) of the procedure they are required to follow – which is –

  • In the rare event a malfunction with the locking system renders the door inoperable, the customer must make every attempt to call us direct for Front Doors Online Ltd to authorise further action.
  • If the malfunction should occur outside of business hours and the customer must seek the services of a third party, any costs incurred by an emergency locksmith visit will be reimbursed to the customer direct by Front Doors Online Ltd, but only in the event that the customer can produce an invoice or receipt for the works and as long as the call out fee does not exceed £80. The customer is asked to only have the door secured and made functional by a third party. Any replacement parts required will be supplied/installed by Front Doors Online Ltd as part of the warranty. Any claims to cover costs of parts supplied by a third party that are otherwise covered under our guarantee will not be refunded by Front Doors Online Ltd.


Our 10 year guarantee is given on supply and fit goods and covers the installation for 10 years, including adjustments to locks and hinges or any issues arrising regarding the install. The guarantee to cover any parts that fail or need replacing due to failure are only covered for as long as the particular manufacturer will cover them. We use different suppliers for many doors and the period of warranty on the goods differs from each manufacturer. The goods are only covered by the manufaturers warranty period. This differs from 2 (two) to 10 (ten) years depending on the part in question and the supplier. All warranty periods can be found on our website. All warranty periods will be adhered to and if anything is out of the warranty period it will be chargeable. Front Doors Online Ltd do not make any of the goods that are supplied.

Sealed units, panels and profiles supplied by the company (Front Doors Online Ltd) carry a comprehensive manufacturers guarantee for a period of 5 years from the date of delivery provided that the goods have been paid for as per the contract. In the unlikely event that a problem develops during the 5 year period, the company will simply replace the faulty item. We will do our best to match any previous items supplied, but due to availability of materials this may not be possible.

The Company shall replace any item free of charge proven to be faulty. The Company will NOT pay the cost of any additional work or labour required to install replacement items. The Company cannot be held responsible for normal ‘Wear and Tear’ or accidental damage, misuse or failure by the customer to comply with routine maintenance.

The performance and quality of all profiles are guaranteed for 10 years, sealed glass units and gaskets are guaranteed for 5 years and hardware and locks 3 years from date of delivery allowing for fair wear and tear. We guarantee that the colour for a woodgrain finish will not fade for 10 years as long as you regularly wash the product with luke warm (not soapy) water. Do not try to clean the products with solutions containing bleach or abrasive cleaners. We do not guarantee the finish of handles or letterboxes after 1 year.

Recently the guarantee for the Truedor product we supply has been changed by the supplier and can be found here:

Examples of fair wear and tear not covered may include:

– Scratched handles on doors;
– pitted, marked or broken letterboxes, handles or knockers or other door furniture;
– Scratched or broken glass units after delivery;
– snapped keys in locks

Planning permission

It is your responsibility to find out if you need planning permission or building regulations approval for the goods. We will not be liable for any costs, expenses, loss, or claims for compensation or any other liability arising directly or indirectly as a result of you not getting planning permission or building regulations approval.