Terms and Conditions

TW Joinery (South Wales) Ltd T/A DCD Doors: OUR TERMS FOR DOMESTIC CUSTOMERS

1. These Terms

1.1 What these terms cover.

These are the terms and conditions on which we supply products to you through our website www.dcddoors.co.uk (and apply to domestic consumers only).

1.2 Why you should read them.

Please read these terms carefully before you submit your order to us online or over the telephone.  These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

2. Information About Us And How To Contact Us

2.1 Who we are.

We are TW Joinery (South Wales) Ltd t/a DCD Doors a company registered in England and Wales. Our company registration number is 02427789 and our registered office is at Unit 24, Heol Ffaldau, Brackla Ind Estate, Bridgend, CF31 2AJ. Our registered VAT number is 357681322.

2.2 How to contact us.

You can contact us by telephoning our customer service team at 01656 650969 or by writing to us at dcddoors.sales@gmail.com or Unit 24, Heol Ffaldau, Brackla Ind Estate, Bridgend, CF31 2AJ.

2.3 How we may contact you.

If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order. It is imperative that these are supplied by you in an accurate form to avoid delays. If you have not received an order acknowledgment from us within 24 hours, please contact our customer service team on 01656 667745 because your information may have been incorrectly entered on our system.

2.4 "Writing" includes emails.

When we use the words "writing" or "written" in these terms, this includes emails. 

3. Our Contract With You

3.1 How we will accept your order. Our acceptance of your order will take place when we email you or write to you that we accept it, at which point a contract will come into existence between you and us. Please note, this is subject to any pricing errors which will be checked within 7 days. Where a pricing error arises, we reserve the right to adjust the price – you will have the opportunity to cancel your order if you are unhappy with the adjusted price.

3.2 If we cannot accept your order.

If we are unable to accept your order, for any reason, we will inform you of this and will not charge you for the product. This may be after you receive the order acknowledgement.

3.3 We only sell to the UK.

Our website is solely for the promotion of our products in mainland UK (excluding Northern Ireland and the Scottish Highlands). If you live in the UK, but outside the mainland, please contact us to discuss the options available.

4. Our Products

4.1 The products that we supply.

The products that we supply are listed on our website and are subject to change.

4.2 Products may vary slightly from their pictures.

The images of the products on our website are for illustrative purposes only. Solid timber is a natural product and therefore our products are not identical. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour or texture of the products. Your product may vary slightly from those images. 

4.3 Making sure your measurements are accurate.

If we are making the product to measurements you have given us you are responsible for ensuring that these measurements are correct. We will make the product to these measurements, but subject to a plus or minus 4mm tolerance. You can find information and tips on how to measure on our website or by contacting us.

4.4 Product packaging may vary.

The packaging of the product may vary from product to product (including any images on our website). Do not dispose of your packaging until you have inspected the products and ensure you are happy with their condition.

4.5 The finishing of products may vary.

(a) Where products are treated with oils, as a natural product, wood can react differently and the appearance may vary from item to item, and from the images on our website.

(b) Although great care is taken during manufacture to select timber, no guarantees can be given on shrinkage, swelling, twist, warp or splits.

(c) Our natural products, made from natural materials may be subject to movement, cracks, shakes and moisture issues. By undertaking our recommended treatments and installing in accordance with our recommendations and requirements, the likelihood of these issues will be reduced. Our warranty does not cover these natural occurrences.  This does not affect your statutory rights.

4.6 Making sure:

(a) you understand our requirements for where we recommend our products are located/installed. There is guidance on our website if you select our products for external use, including the installation of our products under a porch or canopy of a suitable size to keep the doors dry. If you are unable to meet these installation requirements, our natural products may not be suitable for your requirements (or you may find movement, cracks, shakes and moisture issues arising), and you may wish to consider a different solution. You can find further information about our requirements for location/installation on our website or by contacting us. Please note, a failure to correctly treat our products or incorrectly locating our products as we recommend will void our warranty (this does not affect your statutory rights).

(b) you understand our requirements for treating our products both prior to and after installation. There is guidance on our website for the treating all of our products. Please note, a failure to correctly treat our products as we recommend will void our warranty (this does not affect your statutory rights).

(c) your treatment choice, application and maintenance is correct: if you are selecting a particular finish, you are responsible for ensuring that the treatment that you selected, the application of the treatment and subsequent maintenance is correct. You can find information and tips on treating products on our website or by contacting our Customer Services Team.

(d) you understand how some of our products are manufactured: Our oak doors are made from 100% solid natural oak. You can find information on our products on our website or by contacting our Sales Team on telephone number on 01656 650969. 

(e) you store and install our products correctly: our doors are made from natural wood. The products must be stored and installed in accordance with our guidelines which appear on our website and are available from our Customer Services Team. Our doors are not suitable for certain external uses. We refer you to the guidance on our website. 

Brief Summary of Installation and Storage Requirements - Please see our website for full details 

FITTING EXTERNAL DOORS: all external doors should be protected by a suitably sized porch/canopy and full treated (whilst laid flat to ensure all crevices and cracked are treated) and maintained with our recommended external treatment prior to hanging.

FITTING INTERNAL DOORS: all internal doors need to be treated prior to being hung using our recommended treatments, all internal doors in high humidity areas (airing cupboards, bathroom etc) need additional care treatment and maintenance to aid of preservation of the doors integrity. This information is available from our Customer Service Team.

STORAGE OF ALL DOORS: all doors if stored, should lay flat. Once out of the packaging, all doors should be treated within 2 days.

4.7 Warranty.

Our goods are supplied with a warranty – this is a 12 month manufacturing warranty for product defects where goods are stored, utilised and treated in accordance with our instructions) (“the Warranty”). The Warranty does not cover natural changes in the products, including movements, cracks, shakes and colour changes – this reflects that some of our products are made from natural material, such as wood. The Warranty is non-transferable.

5. Your Rights To Make Changes 

As all our products are made to order (also referred to as custom made, custom sized, bespoke, purpose made, or made to customer spec) then once ordered, your product cannot be changed and you do not have the right to end the contract in the event of mistakes in ordering. Please contact us immediately if you have ordered a custom made product incorrectly and we will try to assist, but we are under no obligation to do so. If it is possible we will let you know about any changes to the price of the product (including any administration fee from our warehouse), the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

6. Our Rights To Make Changes

6.1 Minor changes to the products.

We may change the product: (a) to reflect changes in relevant laws and regulatory requirements; and (b) to implement minor technical adjustments and improvements. These changes will not affect your use of the product.

6.2 More significant changes to the products and these terms.

In addition, as we informed you in the description of the product on our website, we may make the following changes to the product, but if we do so we will notify you and you may then contact us to end the contract and receive a full refund before the changes take effect: (a) Pricing errors identified under clause 3.1.

7. Providing The Products

7.1 Delivery costs.

The costs of delivery will be as displayed to you on our website. This may not be the full cost of delivery that we pay to our couriers since we subsidise delivery costs on some orders.

7.2 When we will provide the products.

(a) We will deliver the goods to you as soon as reasonably possible.   As all our doors are made to order we aim to deliver within 4 weeks after the day on which we accept your order and we will contact you with an estimated delivery date.

(b) We will deliver your entire order in one delivery; we do not deliver products in separate parts unless a prior agreement has been reached.

(c) It is a condition of our agreement with you that you await delivery and undertake a full inspection of the products before organising any installation of our products (including but not limited to arranging, committing to or booking any third party installer) or incurring or committing to any costs.

7.3 We are not responsible for delays outside our control.

(a) If our supply of the products is delayed by an event outside our control (e.g. if our suppliers delay their supply to us) then we will attempt to contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

(b) If the time for supply is essential, you must tell us when placing your order so we can confirm whether or not we can meet your deadline. Please do not book tradesmen to fit to the products until you have received and checked them as we cannot be responsible for the costs of cancellation of tradesmen due to goods not yet being delivered.

7.4 Collection by you.

If you have asked to collect the products from our premises, you can collect them from us. Please contact Customer Service to arrange an appointment. When making a collection, you must bring with you (a) identification documents (b) your order confirmation and (c) the original bank card used for payment.

7.5 If you are not at home when the product is delivered.

(a) If no one is available at your address to take delivery and sign to confirm acceptance of the products we will leave you a note informing you of how to rearrange delivery. If you arrange for us to deliver the products again, this will be at an additional cost to you.

(b) We would prefer not to leave the products outside the delivery address. However, if you ask us to, we will leave the products in a secure place specified by you. Eg. porch, shed, with a neighbour. Our responsibility for the products ends at the time we leave them, if they are damaged or missing, or have been left outside in bad weather, you must accept the risk of this. 

7.6 If you do not re-arrange delivery.

If you do not re-arrange delivery we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.2 will apply.

7.7 Your legal rights if we deliver late.

You have legal rights if we deliver any products late. If we miss the agreed delivery deadline for any products then you may treat the contract as at an end straight away if any of the following apply:

(a) we have refused to deliver the products;

(b) delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or

(c) you told us before we accepted your order that delivery within the delivery deadline was essential.

7.8 Setting a new deadline for delivery.

If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under clause 7.7, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.

7.9 Ending the contract for late delivery.

If you do choose to treat the contract as at an end for late delivery under clause 7.7 or clause 7.8, you can cancel your order for any of the goods before they are delivered to you. If you wish, you can cancel the order for some of those goods (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled goods and their delivery. This may affect any discount or price reduction previously agreed.

7.10 When you become responsible for the product.

Subject to clause 7.5, the product will be your responsibility from the time we deliver the product to the address you gave us or you collect it from us. Please note, we provide a kerbside delivery service and you are responsible for the transportation of the goods into your property/delivery address. It is your responsibility and duty to take care of the product once it is your possession (even if you are entitled to return the product to us at a later stage). The product will be delivered usually on a pallet. The pallet will be left with you. It is not taken away by our courier and it will be your responsibility to dispose appropriately with all packaging materials, including the pallet. Do not dispose of the packaging material until you are satisfied with the product, since the packaging material will be require to return any products. Any returned products must be returned by you in the same condition as when they were delivered to you.

7.11 When you own goods.

You own a product once we have received payment in full and you are responsible for it once it is delivered.

7.12 Until title to the goods has passed to you, you shall:

a) store the goods separately from all other goods held by you so that they remain readily identifiable as our property;

b) not remove, deface or obscure any identifying mark or packaging on or relating to the goods; and

c) maintain the goods in satisfactory condition and keep them insured against all risks for their full price from the date of delivery.

7.13 What will happen if you do not give required information to us.

We may need certain information from you so that we can supply the products to you, for example, access restrictions at the delivery address and any agreement for delivery times. A successful delivery requires you to provide accurate contact information. If you do not give us this information or do not provide any information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

8. Your Rights To End The Contract

8.1 You can always end your contract with us.

Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

(a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 11;

(b) If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;

8.2 Ending the contract because of something we have done or are going to do.

If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

(a) we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6.2);

(b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

(c) there is a risk that supply of the products may be significantly delayed because of events outside our control;

(d) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or

(e) you have a legal right to end the contract because of something we have done wrong.

8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013).

For most products bought online you have a legal right to change your mind within 14 days of delivery of the product and receive a refund (this does not applied to customised products or products made to your specification). These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms. 

8.4 When you do not have the right to change your mind.

You do not have a right to change your mind in respect of bespoke products, i.e. the supply of goods that are made to your specifications or are personalised.

8.5 How long do I have to change my mind?

As all our doors are custom made, you do not have a right to change your mind.

9. How To End The Contract With Us 

9.1 Tell us you want to end the contract.

To end the contract with us, please let us know by doing one of the following:

(a) Phone or email. Call customer services on 01656 650969 or email us at dcddoors.sales@gmail.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.

(b) By post. Print off the form here and post it to us at the address on the form. Or simply write to us as that address, including the information required in the form.

9.2 Returning products after ending the contract.

If you are entitled to end the contract under clause 8.1 and you decide to do so after products have been dispatched to you or you have received them, you must return them to us adequately packaged in a manner no less comprehensive as the delivery packaging. Due to the size and weight of our doors we advise you arrange a courier. 

9.3 When we will pay the costs of return.

We will only pay the costs of return if the products are faulty or misdescribed. We will either arrange to collect the goods or arrange for a third party to collect the goods. In all other circumstances you must pay the costs of return.

9.4 What we charge for collection.

If you are responsible for the costs of return, we may, at our discretion, agree to collect the product from you, and we will charge you for the collection. Please contact our Sales Team to discuss the costs of collection. 

9.4 How we will refund you.

We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below. We only provide refunds once we have inspected the products.

9.5 Deductions from refunds.

(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by the way they have been handled. We only refund you the price paid once we are able to inspect the goods. If we discover you have handled them in an unacceptable way, you will be liable for costs and must pay us an appropriate amount.

(b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

9.6 When your refund will be made.

We will make any refunds due to you as soon as possible, following inspection of the products by us.

10. Our Rights To End The Contract

10.1 We may end the contract if you break it.

We may end the contract for a product at any time by writing to you if:

(a) you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due; 

(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, measurements for bespoke products; 

(c) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.

10.2 You must compensate us if you break the contract.

If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you for the net costs we will incur as a result of your breaking the contract such as delivery charges.

10.3 We may withdraw the product.

We may write to you to let you know that we are going to stop providing the product. We will let you know as soon as reasonably practicable in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.

11. If There Is a Problem With The Product

11.1 How to tell us about problems.

If you have any questions or complaints about the product, please contact us as soon as possible and within 1 working day of delivery. You can telephone our customer service team at 01656 650969 or write to us at dcddoors.sales@gmail.com or Unit 24, Heol Ffaldau, Brackla Ind Estate, Bridgend, CF31 2AJ. 

11.2 Summary of your legal rights.

We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights.

11.3 Timber Doors are conditionally guaranteed against faulty manufacture for a period of 12 calendar months, any door or component found to be faulty during this period will be replaced free of charge providing that proper treatment and weather protection has been applied in the correct quantity and method to protect the timber. We will accept no liability for any claim after the above described warranty periods.

12. Price And Payment

12.1 Where to find the price for the product.

The price of the product (which includes VAT) will be the price indicated on the order pages when you place your order. We use our best efforts to ensure that the price of product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the product you order.

12.2 What happens if we got the price wrong?

It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the products correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated in our price list, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

12.3 When you must pay and how you must pay.

We accept payment with all usual debit and credit cards, by Paypal and by BACS. You must pay for the products in cleared funds before we dispatch them.

13. Our responsibility for loss of damage suffered by you

13.1 We are responsible to you for foreseeable loss and damage caused by us.

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process. PLEASE DO NOT BOOK TRADESMEN TO FIT YOUR PRODUCTS BEFORE THEY HAVE BEEN DELIVERED AND CHECKED BY YOU AS WE WILL NOT BE RESPONSIBLE FOR ANY CHARGES.

13.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 11.2; and for defective products under the Consumer Protection Act 1987.

13.3 We are not liable for business losses. 

If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. 

14. How We May Use Your Personal Information

14.1 How we will use your personal information.

We will use the personal information you provide to us:

(a) to supply the products to you;

(b) to process your payment for the products.

14.2 We will only give your personal information to other third parties where the law either requires or allows us to do so. 

15. Other Important Issues

15.1 Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms 

5.2 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

15.3 Which laws apply to this contract and where you may bring legal proceedings? These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.

15.4 Door Care Guides. It is important that our products are treated in accordance with the guides provided at the end of these terms and with the products. Therefore, these guides form part of our contract with you.

Please contact us if you require our Door Care Guide