Return & Refund Policy

Thats My Door Return & Refund Policy

At Thats My Door, we are committed to delivering iron doors built with quality craftsmanship, durability, and attention to detail. Whether you are purchasing a custom-built door or a stock item, our goal is to provide a product that meets your expectations and enhances your home or project. We take pride in standing behind our work and maintaining clear, straightforward policies that protect both our customers and our craftsmanship, while providing professional, transparent, and reliable service throughout every step of the process.

Custom Orders (Non-Refundable) (In Store and Online)

Because many of our products are custom-built and made to order, all custom door sales are considered final once a deposit has been made. Deposits for custom doors are non-refundable, as design, material procurement, and fabrication begin promptly. Custom sizes, designs, finishes, swing direction, and glass types cannot be returned or refunded after approval and payment.

In Stock Items

For standard-size or in-stock items:

  •  In-store returns are accepted within seven (7) days from the original purchase date. Online returns are accepted within seven (7) days from the delivery date.
  • Products must be uninstalled, unused, and in original condition and packaging
  • A 25% restocking fee will apply to all approved returns, including items that have not yet been picked up or delivered.
  • All returned products must be insured through your shipping carrier (unless using Thats My Door's Carriers) (Online Only)
  • Refunds will not be issued for products damaged during return transit; any claims must be filed with the shipping carrier (Online Only)
  • Refunds will be issued only after inspection and approval by Thats My Door

Installed Doors Policy

  • Doors installed by Thats My Door and/or its recommended contractors are not eligible for return. Once a door is installed, it is considered a completed and accepted product.
  • If there is a concern regarding installation quality, Thats My Door will only investigate installations performed by Thats My Door. We do not investigate or assume responsibility for issues related to third-party installers.
  • If a door is damaged during installation by Thats My Door, Thats My Door will repair, replace, or exchange the door at its discretion.
  • Thats My Door is not responsible for any damage caused by third-party installers, including recommended contractors. Any issues related to third-party installation must be addressed directly with the installer.
  • Returns or replacements will only be considered in the event of a major defect, such as paint failure or a structural issue, occurring within the applicable warranty timeframe.
  • Thats My Door is not responsible for changes in customer preference after installation, including but not limited to color, glass type, design, or other aesthetic features that are not defective.
  • Customers are strongly encouraged to carefully review and confirm all specifications prior to purchase and installation to ensure the selected door meets their expectations.

Damage in Transit

If your order arrives damaged during shipping:

  • Report the damage within 48 hours of delivery
  • Email help@thatsmydoor.com with photos of the damage and packaging
  • Do not discard packaging or crate until the claim is resolved
Thats My Door will determine whether the product will be repaired, replaced, or refunded based on the situation and product availability.

Online Returns

If a customer chooses to return a door, Thats My Door can assist by arranging return shipping through our approved carriers. The cost of return shipping will be deducted from the customer’s refund, along with a minimum 25% restocking fee.

Customers must request a return within 7 business days from the date the product is received. To be eligible for return, the door must be new, uninstalled, in its original crate, and securely palletized.

Prior to the return shipment leaving with the carrier, customers are required to take clear photos of the product and packaging. This includes photos of all four (4) sides of the pallet. These images must be emailed to help@thatsmydoor.com to document the condition of the product before transit.

All LTL (Less-Than-Truckload) returns must be scheduled by appointment and picked up with a lift gate to ensure safe handling.

Once the returned door is received, the crate will be opened and the product will be fully inspected. Any damages, scratches, dents, or required repairs will be documented, and the associated costs will be deducted from the refund amount. Thats My Door will provide a transparent breakdown of return shipping costs, restocking fees, and any additional charges.

Because Thats My Door arranges the return through our approved carriers, we will handle any damage claims on the customer’s behalf only if all required photos are submitted in advance and the crate and pallet are properly secured and strapped.


Refund Processing Time

In-store refunds are processed the same day once approved. Online returns will be processed within 7–10 business days from the date the returned product is received and inspected. Refunds will be issued to the original payment method. Processing times may vary depending on your financial institution.

Deposits (Non-Refundable) (In Store and Online)

All deposits made on iron doors are final and non-refundable.

This includes, but is not limited to:
• Custom orders
• Special orders
• Inventory holds or reserved items

Once a deposit is placed, it secures production, allocation, or reservation of the product and therefore cannot be canceled or refunded under any circumstances.

 

Questions or Concerns

Thats My Door
help@thatsmydoor.com
1242 E Mission Blvd
Pomona, CA 91766
909-837-0317

 

1 2
1 2
1 2