Refund and Return Policy



Zen Doors will not be liable or held responsible for incorrect information provided by you, your builder or any other party in relation to your order which results in the door being the wrong size when delivered or not fitting correctly due to incorrect sizing. We reserve the right that all payments are final and there will be no refunds given on our part due to incorrect information provided to us. Please make sure the measurements and or plans you provide to us reflect the correct and true dimensions for the door frame/door we need to construct.

Once we receive an order or a deposit, we will produce shop drawings based on the chosen door design and dimensions provided by you. The shop drawings will need to be signed off by you or your builder prior to us proceeding to construct the door. Please review the shop drawings carefully prior to signing off.

Payment Terms – Doors & Windows

A 70% deposit is required to process an order, which includes shop drawing design, consultation, and order production. The balance for production completion and shipment is due strictly prior to shipment from our factory overseas.

All our doors/windows are custom made to your specific requirements, so we require the full balance paid prior to shipment. Once your order is completed, our accounts team will contact you with completion images and your outstanding balance. You will have 5 business days to pay the balance, failure to pay the balance within 5 days will result in storage fee’s being added to your balance invoice for every day it's overdue. The storage fees will vary depending on the size of the order.

Door & Window Deposit Refunds – If you proceed with an order by paying the deposit, but you choose to cancel the order for any reason, an administration charge of $1500+gst or 5% of the total order value (whichever is the greater amount) will be deducted from your deposit refund (credit card fees will not be included in the refunded amount). Strictly NO refunds will be accepted after an order has been signed off and put into production. All orders are final at this stage, and we will require the full balance to be paid upon production completion. 

As per the ACCC guidelines you can ask for a free repair, replacement or refund, but you are not always entitled to one. For example, the consumer guarantees do not apply if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.

Exceptions to guarantees

Consumer guarantees do not apply if you:

  • got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it
  • misused a product in any way that caused the problem
  • knew of or were made aware of the faults before you bought the product
  • asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted.


Please refer to our Warranty page to see what constitutes a problem before proceeding.

If you have a minor problem with one of our products, we will help you rectify or offer a free repair if we deem the minor problem to in fact be a problem or fall within our tolerance for custom hand made products.

If we deem the problem with product is minor, you must accept a free repair.

If we fail to give you a free repair within a reasonable time or cannot fix your problem, you can:

  • get it done elsewhere and pass on the costs to the us
  • ask for a replacement
  • ask for a refund
  • recover compensation for the drop in value below the price paid.

When you have a major problem with one products, you have the right to ask for your choice of a replacement or refund if we deem the major problem to in fact be a problem or fall within our tolerance for custom hand made products. Any replaced product will be exactly the same as the one you purchased. What is a major problem?

A product or good has a major problem when:

  • it has a problem that would have stopped someone from buying it if they’d known about it
  • it is significantly different from the sample or description
  • it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
  • it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
  • it is unsafe.

IMPORTANT NOTE* - Iron and Steel Doors are custom made and welded by hand, they are not laser cut and can show cosmetic imperfections in the steel, fabrication, welding and paint which are in the tolerance for imperfections of hand made custom products. Each door is unique, handcrafted and a one off, iron and steel doors can also show signs of bowing in the steel or frame due to rigidity, length and weight of the steel/iron tube and panel during the manufacturing and shipment process. Please take note of this before proceeding with an order. Any major defect outside the allowable tolerance deemed by us, will be rectified by Zen Building Group as per the Warranty outlined on this page