Returns and Refunds

1. The short version

2. What you can return

• Goods still in their original packaging, unused and unmarked
• With all accessories, brackets, keys, manuals and fixings included
• Within seven days of delivery or collection
• With proof of purchase, which for us is the invoice or simply your phone number

Ordered the wrong model, changed your mind, or bought two and only needed one. All fine, provided the box has not been opened and the unit installed.

3. What you cannot return

• Anything that has been installed, wired in, drilled, cut or fixed to a gate
• Remote handsets that have been paired to a control board
• Rack, cable or shutter tube cut to length for your job
• Special order items we brought in specifically for you, unless they are faulty
• Goods damaged after delivery by misuse, by fitting them incorrectly, or by a power surge

If you are not certain a product suits your gate, ask us before you fit it. Send the opening width and the leaf weight on WhatsApp and we will tell you, at no cost. It takes a minute and it is the whole reason the button is there.

4. How to return something

1. Call +968 78109286 or message us on WhatsApp within seven days. Tell us what it is and why.
2. We confirm the return and tell you how to get it back to us.
3. Bring it to the shop in Al Khuwair, or send it back if you are outside Muscat.
4. We check the item, and settle with you the same day where we can.

Return carriage is yours to cover when you have changed your mind. It is ours when the item was faulty, wrong or damaged when it reached you.

5. How refunds work

Because we take no card payment, there is no card to refund. Every order is cash on delivery, so a refund is settled the same way.

You choose between the three:

• Cash back at the shop, or by bank transfer if you are outside Muscat and give us the account details.
• An exchange for the correct item, with any difference settled either way.
• A credit against a future order, if you would rather.

Delivery charges already paid are not refunded when you have simply changed your mind, because the journey happened. They are refunded in full when the item was faulty, wrong or damaged.

6. Faulty goods

The seven day window does not apply to faults. A gate motor that fails in month four is a warranty matter and is dealt with under the manufacturer's warranty and ours.

Message us a photograph of the model plate and tell us what the unit is doing. We can usually identify the fault before anyone travels, and we will tell you honestly whether it is a warranty claim, a repair or something you can correct yourself.

Full detail on the Warranty Policy page.

7. If we sent the wrong item

Our mistake, our cost, and we do not need it back in perfect packaging to accept that. Call us and we will collect the wrong item and get the right one to you as fast as we can. You are not out of pocket for any of it.

8. Damaged in transit

Check the goods before the driver leaves, as we ask on the Delivery Policy page. Damage reported at the door is replaced without argument.

If you find damage after unpacking, tell us the same day and photograph both the item and the box it came in. The box matters, because it shows whether the damage happened in transit.

9. Cancelling before dispatch

Nothing simpler. Because we confirm every order by phone before it leaves the shop, and because nothing has been charged, you can cancel at any point up to dispatch by telling us. There is no fee and no form.

Once an item has been sent to a far governorate, cancelling becomes a return and the section above applies.

10. Contact us

Doors Auto
Shop No 176, Way Street No 57
Block No 17/2, Al Khuwair
Muscat, Oman

Email contact@doorsauto.com
Phone +968 78109286
Open every day, 9 am to 9 pm