Exchange Policy
At Fold Doors, we want you to be completely happy with your purchase. If you’ve changed your mind, ordered the wrong product, or would simply prefer something different, we offer exchanges subject to the conditions below.
Prefer a Refund Instead?
You can also choose to return your item for a full refund – see our Return and Refund Policy. This policy explains your options if you’d like a different product instead of your money back.
Do You Offer Exchanges?
Yes! If you would like to exchange an item for a different product, size, or colour, you can do so within 14 days of receiving your order.
How Exchanges Work
| Step | What You Need To Do |
|---|---|
| 1 | Contact us within 14 days of receiving your item at contact@jardinia.shop with your order number and details of the item you wish to exchange |
| 2 | We will confirm if the requested item is available and provide you with the returns address |
| 3 | Return the original item to us (unused and in original packaging) |
| 4 | Once we receive and inspect the returned item, we will dispatch your new item |
| 5 | You will receive a tracking link for your exchange item |
Conditions for Exchanges
To be eligible for an exchange, items must:
- Be unused and in the same condition you received them
- Be in the original packaging
- Be returned within 14 days of receiving your original order
- Include all accessories, fittings, and instructions
- Not be custom-made or special order items
Items That Cannot Be Exchanged
Unfortunately, we cannot exchange the following items:
- Made-to-measure or custom-made doors/windows (these are made specifically for you)
- Products that have been installed, fitted, or altered in any way
- Items damaged due to misuse
- Clearance or sale items (unless faulty – see below)
Important: If sale items are faulty, damaged, or not as described, your statutory rights under the Consumer Rights Act 2015 still apply. You are entitled to an exchange or full refund in such cases.
Costs for Exchanges
- Change of mind: You are responsible for the return postage costs of sending the original item back to us.
- Faulty or incorrect items: If we sent you the wrong item or it arrived faulty, we will cover all return and redelivery costs (please contact us immediately).
- Original delivery charges: These are non-refundable if you chose a premium delivery service (e.g., next day delivery) and are exchanging for change of mind.
Price Differences
| Scenario | What Happens |
|---|---|
| Exchange item costs more than original | You pay the difference before we dispatch the new item |
| Exchange item costs less than original | We refund the difference to your original payment method once we receive and inspect your return |
Express Exchange for Faulty Items
If your item arrives faulty or damaged, we offer an express exchange:
- Contact us immediately with photos of the fault/damage
- We will dispatch the replacement item right away (stock permitting)
- You have 14 days to return the faulty item to us
This means you don’t have to wait for us to receive the faulty item before getting your replacement.
Recommended Shipping for Returns
When returning an item for exchange, we strongly recommend:
- Using a tracked and insured delivery service
- Keeping your proof of postage receipt
We cannot be held responsible for items lost or damaged during return shipping.
How Long Does an Exchange Take?
| Stage | Estimated Time |
|---|---|
| Item returned to us | Varies by shipping method |
| Inspection upon arrival | 1-2 business days |
| New item dispatch | 1-2 business days after inspection |
| Delivery of exchange item | 3-7 business days (depending on location) |
Exchange vs Refund – Summary
| Scenario | Refund Option | Exchange Option |
|---|---|---|
| Changed mind (full price) | ✅ Yes (14 days) | ✅ Yes (14 days) |
| Changed mind (sale item) | ❌ No | ❌ No |
| Item faulty (full price) | ✅ Yes (30 days) | ✅ Yes (express) |
| Item faulty (sale item) | ✅ Yes (30 days) | ✅ Yes (express) |
| Wrong item sent | ✅ Yes | ✅ Yes (free returns) |
| Custom item (not faulty) | ❌ No | ❌ No |
How to Request an Exchange
- Email us: contact@jardinia.shop with:
- Your order number
- The item you wish to exchange
- The item you would like instead
- Reason for exchange
- Call us: 0800 539 744 (Monday-Friday, 9am-5pm)
- Post: If you prefer to write to us:
Merchant House
Binley Business Park
Harry Weston Road
Coventry
CV3 2TT
Exchange Address
Please return all exchange items to:
Merchant House
Binley Business Park
Harry Weston Road
Coventry
CV3 2TT
Important Notes
- We can only exchange items for products available in stock at the time of your request.
- If the item you want is out of stock, you can either:
- Wait for it to come back in stock (we can notify you)
- Choose a different item
- Return for a refund instead (if eligible)
- Exchanges can only be processed once we receive the original item (except for faulty express exchanges).
- We recommend insuring your return for the full value of the item.
Contact Us
For any questions about exchanges:
- Email: contact@jardinia.shop
- Phone: 0800 539 744
- Address: Merchant House, Binley Business Park, Harry Weston Road, Coventry, CV3 2TT