Custom-Made Products & Bespoke Orders: Please note that all of our products on the website are made to order, including glass rooms, glass verandas (winter-gardens), pergolas (bio-climatic and PVC), car ports, glass railings, sliding glass systems, guillotine glass systems, ZIP screen systems and any other bespoke items. As such, we do not offer refunds or returns unless the goods are faulty or damaged upon delivery.
Under UK law, consumers generally have the right to return goods within 14 days of receipt when purchasing online or via distance selling. However, this right does not apply to goods that are made to the consumer’s specifications or are clearly personalised. This exemption is outlined in the Consumer Contracts (Information, Cancellations and Additional Charges) Regulations 2013.
Therefore, for bespoke or custom-made items, such as those tailored to individual specifications, the standard 14-day return period does not apply, unless they are faulty or damaged. The list includes, all products available on the website, but nevertheless:
Glass and glass room verandas
PVC membrane pergolas
Bio-climatic pergolas
Bespoke glass verandas
Glass sliding doors
Guillotine glass systems
Personalised or customised products
ZIP screen systems
Assembled products
Non-Returnable Items:
The following items cannot be returned or refunded due to their bespoke nature:
Custom-made or bespoke glass products, winter-gardens, glass verandas
ZIP screen systems
Glass and glass room verandas
PVC membrane pergolas
Bio-climatic pergolas
Glass sliding doors
Guillotine glass systems
Assembled items
Items that have been altered in any way
Personalised or customised items
Any goods not in their original condition or packaging
Commercial orders
Damaged or Faulty Goods: In the unlikely event that your order arrives damaged or faulty, please address us within 24 hours of receiving the goods. We will arrange for a replacement or repair at no additional cost to you, provided the damage is reported before assembly. If damage is reported after assembly, no replacements will be provided.
Installation and Warranty Policy
To ensure eligibility for our 5-year warranty, all installations must be carried out by our in-house installation team. This policy guarantees that the installation meets our high-quality standards and complies with the necessary safety regulations.
Installation Process:
- Survey and Scheduling: Upon purchase, our installation team will contact you and arrange a site survey and schedule the installation at a mutually convenient time, based upon delivery of the goods.
- Installation Costs: The cost of installation will be provided after the survey, based on the specifics of your order and location.
- Ground Preparation: Please ensure that the installation site is prepared as per the guidelines provided. If our team deems the site unsuitable for installation, they may refuse to proceed for safety reasons.
Warranty Conditions:
- Eligibility: The 5-year warranty applies only if the installation is conducted by our in-house team (more details below).
- Scope: The warranty covers defects in materials and workmanship under normal use (more details below)
- Limitations: The warranty does not cover damage resulting from improper installation, misuse, or alterations made after installations (more details below)
Warranty – Skyline Glass Spaces LTD
Skyline Glass Spaces LTD guarantees that all delivered products comply with applicable quality standards, in line with current technical regulations and European norms. All products undergo rigorous quality control prior to dispatch, and materials used are suitable for exterior applications.
- Standard Warranty Coverage
The standard warranty covers defects in materials and manufacturing of the structural components, provided the intended use and maintenance instructions are strictly followed.
2 years for private (individual) customers.
1 year for commercial or legal entity (business) customers.
This standard warranty is distinct from the special warranties applicable to finishes, electrical components, and accessories outlined below.
- Special Warranties
A. Coating & Anodising Finishes
5-year warranty on powder-coated and anodised finishes, certified by Qualicoat standards.
Covers:
Peeling, blistering, or flaking;
Corrosion, including filiform corrosion;
Chalking, fading, and gloss loss beyond accepted tolerances.
Note: In aggressive environments (e.g., coastal areas within 10 km of the sea, industrial zones, pools, or polluted areas), the warranty is reduced to 2 years, and only valid if:
The customer notifies Skyline Glass Spaces LTD in advance of such conditions;
All specific maintenance instructions provided are strictly followed.
Failure to notify will void the finish warranty in such cases.
B. Motors & Electrical Components
2-year warranty for motors, automation systems, and standard Somfy electrical accessories.
Covers only functional failures due to manufacturing or material defects.
- Scope & Limitations of Warranty
The warranty is valid only for orders paid in full under agreed contractual terms and includes:
Free replacement of defective parts;
Repairs or replacements deemed necessary by Skyline Glass Spaces LTD’s after-sales team.
Limitations:
The warranty period is not extended or renewed following a repair or replacement.
Maximum liability is limited to the invoice value of the defective item.
Where defects are caused by raw materials supplied by third parties selected by Skyline Glass Spaces LTD, liability will not exceed the amount recovered from the third party.
- Warranty for Products Delivered Without Installation
If products are delivered but not installed by Skyline Glass Spaces LTD, the following applies:
Collected from the factory or service centres: Free repair/replacement of defective parts during the warranty period.
Installed by third parties: Free replacement of defective parts only; labour and travel costs for intervention are charged separately (based on quotation).
Important: Any installation errors or damages caused by third-party handling are not covered under warranty.
- Warranty Application Requirements
Products must receive regular maintenance in line with Skyline Glass Spaces LTD’s care guidelines.
Maintenance is essential to retain warranty coverage and includes:
A. Aluminium Structures (Coated/Anodised)
Clean with water and non-aggressive detergent.
Cleaning frequency:
Rural/low pollution: 1–2 times/year
Industrial: at least 3 times/year
Coastal or highly polluted areas: more frequent cleaning
B. PVC Membranes
Regular cleaning using a soft brush and clean water.
Do not use high-pressure washers or aggressive chemicals.
C. Moving Parts (bearings, rollers, pulleys, etc.)
Lubricate at least twice a year (before and after the season) using silicone or Teflon-based sprays.
Avoid oil- or grease-based products that attract dirt and may cause blockage.
Note: Use of incorrect cleaning agents or insufficient maintenance may void the warranty. Even a single use of a non-recommended product may cause irreversible damage.
- Warranty Exclusions
The warranty does not apply in the following situations:
Damage caused by negligence, mishandling, or intentional acts;
Force majeure events (natural disasters, fire, etc.);
Wear and tear of moving components;
Use of non-approved parts or unauthorised repairs;
Surface treatment damage caused by:
Improper handling or installation;
Exposure to harmful substances (salt, acids, alkalis, etc.);
Mechanical deformation, impact, or friction;
Aesthetic imperfections without functional impact;
Contact with incompatible materials (e.g. copper, oak, cement);
Works executed or modified by third parties without written approval from Skyline Glass Spaces LTD;
Colour discrepancies visible pre-installation but not reported in advance;
Products for which proof of origin from Skyline Glass Spaces LTD (invoice, stamp, and signed delivery note) is unavailable;
Maintenance costs, which remain the customer’s responsibility.
- Liability & Claims
Skyline Glass Spaces LTD shall not be held liable for:
Any direct or indirect material or moral damages caused by product defects, whether or not covered by warranty.
Important Notes:
- Third-Party Installations: If you chose to use an installer other than our in-house team, the 5-year warranty will be void.
- Installation Agreement: By proceeding with the purchase, you agree to have the installation performed by our in-house team to maintain warranty coverage.
This policy is in accordance with the Consumer Rights Act 2015, which stipulates that goods must be installed correctly where installations is part of the contract.
If you have any questions or need further clarification, please do not hesitate to contact us.
Change of Mind: If you change your mind and decide not to accept the delivery of your items, you may refuse the delivery at the point of arrival. If you choose to refuse delivery, the items will be returned to us. Due to items being bespoke a refund will not be processed once the items are received back. Please note that return shipping fees will probably be billed for refusal of order.
Return Packaging: In case of order refusal, All returned goods must be in the original packaging to ensure safe transport. We strongly recommend keeping the original packaging and pallet if you intend to return items. If the original packaging is not available, we request that you use alternative packaging such as bubble wrap to protect the items during transit.
Refunds Policy: We will not process any refunds due to the nature of the Products. If the item is faulty, the refund will include the original delivery charge. In the case of an error in dispatch or if the item is faulty, you will not incur any return fees. Refunds for non-faulty returns will exclude return courier fees.
Important Note: Due to the bespoke nature of our products, we do not offer refunds for change of mind and bespoke products. We advise and encourage all customers to carefully review product descriptions, speak with one of the team members before placing an order. If you have any questions about your order or require further information, please contact us before placing your order.
All orders are confirmed through official communications channels prior to initiating manufacturing and arranging delivery. This process ensures that all specifications and requirements are clearly understood and agreed upon, facilitating a smooth production and delivery experience.
If you have any questions or need further assistance, please do not hesitate to contact us.