Refund policy

Returns & Refund Policy

Last updated: 1 November 2025

At Door King, we strive to provide quality products and excellent service. Due to the nature of our products—custom sizes, heavy goods, specialised finishes, motors, accessories, and made-to-order items—returns and refunds must follow the policy below.

1. Eligibility for Returns

For online purchases, customers have 7 days from the date of delivery to request a return.

A return may be accepted only if the following conditions are met:

  • The product was purchased directly from Door King (online or in-store).
  • The item is unused, in original condition, and in original packaging.
  • The return request is made within 7 days.
  • Proof of purchase is provided.

All approved online returns are subject to a 10% restocking fee, unless otherwise agreed with management.

2. Non-Returnable Items

The following items cannot be returned or refunded:

  • Custom orders, special colours, non-standard sizes, or doors manufactured specifically for the customer.
  • Cut-to-size tracks, materials, or hardware.
  • Installed doors or items that have already been fitted.
  • Electrical components such as motors, remotes, or sensors once installed.
  • Batteries.
  • Items damaged by misuse, incorrect installation, transport, or handling.
  • Products showing signs of wear, scratches, or modification.

3. Refunds

If a return is approved:

  • Refunds will be processed within 7–14 working days.
  • Refunds are paid via EFT only.
  • A 10% restocking fee applies to all online returns.
  • Additional inspection fees may apply if the product is not in original condition.

Shipping and delivery fees are non-refundable.

If the product is found not to be in resellable condition, the refund may be denied.

4. Exchange Policy

Exchanges are allowed only if:

  • The product is in original, unused condition.
  • The customer requests an exchange within 7 days.
  • The replacement product is of equal or higher value.

If the replacement item is higher in value, the customer must pay the difference.

5. Faulty or Defective Products

If a product is believed to be defective:

  • Door King will assess the item.
  • A repair or replacement may be offered if the issue is confirmed to be a manufacturing fault.
  • Environmental damage, corrosion, misuse, incorrect installation, or lack of maintenance does not qualify as a defect.

This evaluation may take 2–7 working days, depending on the product.

6. Incorrect Product Delivered

If you receive the wrong item:

  • Notify us within 48 hours.
  • Door King will collect and replace the item at no cost to the customer.
  • The item must be unused and in original packaging.

7. Order Cancellations

Cancellations are handled as follows:

  • A 30% cancellation fee applies to any confirmed order cancelled after 48 hours.
  • Custom or special-order items are non-refundable once production has begun.
  • Lay-by cancellations carry a standard 30% cancellation fee.

These terms apply unless otherwise agreed with management.

8. Goods Damaged After Collection or Installation

Door King is not liable for any damages that occur:

  • During customer transport,
  • During offloading,
  • After installation sign-off,
  • Due to building movement, water leaks, storms, or impact damage.

These are not grounds for return or refund.

9. How to Request a Return

Please contact us:

Tel: 011 857 1000
WhatsApp: 073 080 0601 / 082 414 5247
Email: info@doorkingonline.net

Provide your invoice, photos of the item, and reason for return. Our team will advise on the next steps.

10. Final Decision

Door King reserves the right to approve or decline any return or refund based on:

  • Product condition,
  • Proof of purchase,
  • Warranty limitations,
  • Compliance with this policy.

Our assessments are made fairly and in accordance with South African Consumer Protection guidelines.