At DoorMarts, we understand that circumstances can change, and you may need to cancel an order. This page explains how you can request a cancellation.
Conditions for Cancellation
You can request to cancel your order with DoorMarts under the following conditions:
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Before Your Order is Processed for Dispatch:
If your order has not yet been processed for dispatch from our warehouse, you can request a full cancellation and receive a full refund if payment has already been made. We aim to process orders quickly, so it's important to contact us as soon as possible if you wish to cancel.
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After Your Order Has Been Dispatched:
If your order has already been dispatched, it can no longer be cancelled through this process. In this situation, you will need to wait until you receive the item(s) and then follow our Return & Refund Policy to return the goods. Customers in the UK and EU may also exercise their Right of Withdrawal.
How to Request a Cancellation
To request a cancellation for an order that has not yet been dispatched, please contact us IMMEDIATELY using one of the following methods:
- Email: Contact@doormarts.de
- Please use the subject line: "Order Cancellation Request - [Your Order ID]" (e.g., Order Cancellation Request - DM12345).
- Include your full name and the items you wish to cancel.
- WhatsApp: +44 7440 218303
- Please send us a message for urgent cancellation requests.
- Include your Order ID in your message.
- Please note: This number is for WhatsApp messages. For the quickest response regarding cancellations, please use WhatsApp message instead of a direct voice call.
Please note: Submitting a cancellation request does not automatically guarantee cancellation. We will confirm if the cancellation is possible based on the order's processing status.
Cancellation Confirmation and Refunds
If we are able to successfully cancel your order before dispatch:
- We will send you an email confirming the cancellation.
- If your payment has already been processed, a full refund will be issued to your original payment method. Please allow 5-10 business days for the refund to reflect in your account, depending on your bank or card issuer.
Special Conditions & Exclusions
- Custom or Personalized Orders: If you have ordered items that are custom-made, made-to-order, or personalized to your specifications, these may be subject to different cancellation terms. Such orders might not be cancellable or refundable once production has started. Please refer to any specific terms provided at the time of your custom order, or contact us immediately to discuss possibilities.
If You Missed the Cancellation Window
If your order has already been dispatched and cannot be cancelled, please do not refuse the delivery. Instead, accept the delivery and then refer to our Return & Refund Policy for instructions on how to return items. Eligible customers (particularly in the UK and EU) may also refer to their Right of Withdrawal.
Contact Us
If you have any questions about cancelling your order, please feel free to Contact Us.
This policy was last updated on May 12, 2025.