Refund policy

At East Coast Door Hardware, every piece is custom-made to order with the utmost care and attention to detail. Because each item is personalised and crafted specifically for you, we are unable to accept returns, exchanges, or cancellations once an order has been placed.

Please review the details of our policy below before completing your purchase.

1. Custom-Made Orders (Final Sale)

• All custom-made products are considered Final Sale.

• We do not offer refunds, returns, or exchanges for change of mind, incorrect sizing choices, or variations in natural product characteristics that do not affect functionality.

• We highly recommend double-checking all specifications, measurements, and options before finalising your order.

2. Faulty or Damaged Items

We take great pride in the quality of our craftsmanship. In the unlikely event that your item arrives faulty, damaged, or significantly different from what you ordered, we will absolutely make it right.

• Reporting a Fault: Please inspect your order upon receipt. You must contact us within 7 days of delivery to report a fault.

• How to Claim: Contact our team with your order number, a brief description of the issue, and clear photographs of the fault or damage.

• Resolution: If the item is confirmed to be faulty or damaged upon arrival, we will arrange for a replacement to be crafted and shipped to you at no additional cost, or issue a full refund where a replacement is not possible.

3. Contact Us

If you have any questions about our production process, materials, or specifications prior to ordering, please reach out to our team. We are always happy to help ensure your custom order is exactly what you envision.