Returns, Cancellations & Refunds

Consumer change-of-mind cancellations

If you are a consumer buying a standard product online or at a distance, you will normally have 14 days after the goods are delivered to tell us that you wish to cancel. You do not need to give a reason.

After telling us you are cancelling, the goods must normally be returned within a further 14 days. Because Fixture Tables and some other DOR Fixtures products are palletised and cannot normally be returned by post, contact us before arranging transport so the return can be handled safely.

At present, for a valid statutory consumer cancellation of a standard palletised product, we will arrange the return collection rather than charge you an undefined pallet-return cost. If we introduce a customer-paid return arrangement in future, the applicable direct return cost will be clearly disclosed before the order is placed.

Refunds after cancellation

Where the statutory cancellation right applies, we will refund the price paid for the goods and the cost of our least expensive standard delivery option. If you chose a more expensive delivery service, we do not have to refund the additional premium unless the law requires otherwise.

We may reduce a refund to reflect a loss in value caused by handling beyond what would reasonably be permitted when examining the goods. This does not allow us to make arbitrary deductions.

Refunds will be made using the original payment method where possible and within the timescale required by law. We may wait until goods are returned or until you provide evidence that they have been sent back, where the law permits.

Goods made to specification or personalised

The statutory change-of-mind cancellation right may not apply to goods genuinely made to your individual specification or clearly personalised. We will tell you before accepting the order if we consider a product to fall into this category. A standard product is not treated as bespoke merely because we manufacture or prepare it after you order.

Faulty, damaged or misdescribed goods

If goods are faulty, damaged, unsafe, not as described or otherwise do not meet your statutory rights, contact us. Your legal remedies may include repair, replacement, price reduction, rejection or refund depending on the circumstances and timing.

Where goods are being returned because they are faulty or not as described, we will arrange an appropriate return or collection at our cost where required by law.

Business customers

The statutory consumer cancellation right does not apply to purchases made wholly or mainly for business purposes. Business returns for non-faulty goods are accepted only where we agree this in advance. This does not affect rights relating to faulty or misdescribed goods or any rights that cannot legally be excluded.

Returns address

Returns are handled at: DOR Fixtures, Unit 19, Bungalow Farm, Werrington Bridge Road, Peterborough, PE6 7PP.

Please contact us before sending or delivering a return, particularly for palletised goods, so that unloading and receipt can be arranged safely. Your statutory rights are not dependent on using a particular form or wording.

Model cancellation form

If you wish to cancel a consumer distance contract, you may use the wording below, although you do not have to use this form.

To: DOR Fixtures / Danells Off-Road Ltd
I hereby give notice that I cancel my contract for the sale of the following goods:

Goods:
Order number:
Ordered on / received on:
Name:
Address:
Date:

How to contact us

Use the Contact page to tell us about a cancellation, return, fault or delivery issue. Keep your order number to hand where possible.