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.
- Scope: The warranty covers defects in materials and workmanship under normal use.
- Limitations: The warranty does not cover damage resulting from improper installation, misuse, or alterations made after installations.
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.