Terms and Conditions of Sale

Last updated: 27 July 2026

These Terms and Conditions explain how WinDoorUK accepts and fulfils orders for windows, doors, related products and installation services.

Please read them carefully before placing an order. Particular attention should be given to:

• Clause 6: Measurements and specifications
• Clause 8: Changes and cancellations
• Clause 10: Delivery
• Clause 13: Faulty, damaged or incorrect goods
• Clause 14: Product guarantees
• Clauses 17 and 18: Liability

Nothing in these Terms affects any statutory rights that a consumer has under applicable UK law.

Our Business Details

Trading name: WinDoorUK
Email: sales@windooruk.co.uk

WinDoorUK operates primarily as an online supplier of made-to-measure windows and doors. We do not operate a public showroom unless we clearly state otherwise.

In these Terms, references to “WinDoorUK”, “we”, “us”, “our” or “the Supplier” mean we are trading as WinDoorUK.

1. Definitions

The following definitions apply throughout these Terms.

1.1 Business Customer

A person, company, partnership, organisation or other entity purchasing wholly or mainly for purposes connected with its trade, business, craft or profession.

1.2 Business Day

A day other than Saturday, Sunday or a public holiday in England when banks in London are open for business.

1.3 Consumer

An individual purchasing wholly or mainly for personal purposes that are not connected with their trade, business, craft or profession.

1.4 Contract

The legally binding agreement between WinDoorUK and the Customer for the supply of Goods or Services.

1.5 Customer

The person or organisation purchasing Goods or Services from WinDoorUK. References to “you” and “your” have the same meaning.

1.6 Delivery Location

The delivery address recorded in the Order Confirmation or another location agreed by both parties in writing.

1.7 Force Majeure Event

An event, circumstance or cause outside a party’s reasonable control.

1.8 Goods

The windows, doors, frames, glass, hardware, accessories and other products described in the Order Confirmation.

1.9 Installation Services

Installation, surveying or related services that WinDoorUK has expressly agreed to provide.

1.10 Order

The Customer’s request to purchase Goods or Services.

1.11 Order Confirmation

Our written confirmation that we have accepted an Order.

1.12 Quotation

A written price and proposed product or service specification supplied by WinDoorUK.

1.13 Specification

The approved details of the Goods, including measurements, drawings, materials, layouts, colours, glass, opening directions and hardware.

1.14 Website

The WinDoorUK website at windooruk.co.uk.

2. How These Terms Apply

2.1

These Terms apply when WinDoorUK supplies Goods or Installation Services through:

• our Website;
• an online product designer or calculator;
• email;
• telephone;
• an issued Quotation;
• an invoice;
• an Order Confirmation; or
• another agreed sales channel.

2.2

The Contract may include:

1. these Terms and Conditions;
2. the Order Confirmation;
3. the approved Specification;
4. the Quotation or website order summary;
5. any drawings approved by the Customer;
6. an agreed installation scope;
7. an applicable guarantee document; and
8. any written changes agreed after the Order.

2.3

If documents contain conflicting product details, the Order Confirmation and latest approved Specification will take priority.

2.4

These Terms apply in addition to any legal rights that cannot lawfully be excluded or restricted.

2.5

A person placing an Order on behalf of a company, organisation or another person confirms that they have authority to enter into the Contract on that party’s behalf.

3. Our Products

3.1

WinDoorUK supplies made-to-measure and standard products that may include:

• uPVC windows;
• uPVC sliding sash windows;
• aluminium windows;
• composite front and back doors;
• uPVC front and back doors;
• bifold doors;
• French doors;
• sliding patio doors;
• internal aluminium doors;
• internal steel doors;
• fire-rated composite doors;
• steel-look doors and screens;
• side panels and top lights;
• glazing;
• frames;
• cills;
• thresholds;
• handles and door furniture; and
• related components and accessories.

3.2

The Goods included in an individual Order are those described in the Order Confirmation.

3.3

Product availability, materials, configurations, colours, sizes and specifications differ between ranges.

3.4

We may obtain Goods from third-party manufacturers and suppliers. WinDoorUK remains responsible for its obligations to the Customer under the Contract.

4. Website Information, Images and Samples

4.1

We take reasonable care to keep product information accurate. However, photographs, diagrams, brochures, samples, visualisers and illustrations provide a general representation of the Goods.

4.2

The appearance of colours may vary because of:

• screen settings;
• lighting;
• printing;
• material texture;
• manufacturing batches;
• photography; and
• differences between digital and physical finishes.

4.3

Where an exact colour match is important, the Customer should request or approve a physical sample before production.

4.4

Woodgrain, painted, powder-coated and textured finishes may contain natural or permitted variations.

4.5

Product drawings and photographs may not display every:

• joint;
• fixing;
• drainage feature;
• gasket;
• reinforcement;
• spacer bar;
• threshold detail;
• manufacturing mark; or
• technical component.

4.6

Measurements remain subject to normal manufacturing tolerances. A small difference that falls within the relevant manufacturing standard will not, by itself, make the Goods defective.

4.7

We may make a minor change to the Specification where reasonably necessary to:

• comply with law or regulation;
• comply with a product or safety standard;
• address a manufacturing requirement;
• substitute an unavailable part with an equivalent component; or
• improve safety or product performance.

4.8

We will contact the Customer before making a change that materially affects the appearance, use, performance or price of the Goods.

4.9

Product prices shown as “from” apply to selected sizes, configurations, colours and standard specifications. The final price depends on the approved Order.

5. Quotations and Formation of the Contract

5.1

A Quotation provides a proposed price and Specification. It does not create a binding Contract.

5.2

Unless stated otherwise, a Quotation remains valid for 30 calendar days from its date.

5.3

Prices and availability may change after a Quotation expires.

5.4

An Order placed by the Customer is an offer to purchase the Goods or Services described in that Order.

5.5

The Customer must check the Order carefully before approving it, including:

• product type;
• dimensions;
• quantities;
• opening layouts;
• handing;
• opening direction;
• frame style;
• colour;
• glazing;
• cills;
• thresholds;
• side panels;
• top lights;
• hardware;
• delivery address; and
• installation requirements.

5.6

An automatic website email, checkout receipt or payment notification only confirms that we received the Order. It does not necessarily mean that we have accepted it.

5.7

A binding Contract begins when:

1. we receive the payment required at that stage in cleared funds; and
2. we issue an Order Confirmation accepting the Order.

5.8

We will assign an order number. The Customer should include this number in correspondence about the Order.

5.9

We may decline an Order where:

• the Goods are unavailable;
• the requested Specification cannot be manufactured;
• the Specification presents a safety concern;
• the price contains an obvious error;
• the delivery address falls outside our available area;
• installation is unavailable;
• required information has not been supplied;
• payment cannot be authorised;
• we reasonably suspect fraud; or
• fulfilling the Order would breach a legal or regulatory requirement.

5.10

If we cannot accept an Order, we will notify the Customer and refund any payment received for Goods or Services that we cannot provide.

6. Measurements and Specifications

6.1 Made-to-measure products

Most windows and doors supplied by WinDoorUK are manufactured specifically for the Customer. Accurate measurements and specifications are essential.

6.2 Customer-supplied measurements

For a supply-only Order, or where WinDoorUK has not completed an agreed survey, the Customer is responsible for:

• taking accurate measurements;
• confirming whether the measurements represent the manufacturing size, frame size or opening size;
• allowing suitable fitting tolerances;
• checking the structural opening;
• checking the required cill and threshold;
• confirming the opening direction;
• checking delivery and installation access; and
• approving the final Specification.

6.3

General measuring advice provided through our Website, email, telephone, video, guide or product page does not constitute a professional survey.

6.4

Where WinDoorUK manufactures the Goods correctly according to Customer-supplied or Customer-approved information, we are not responsible if the Goods do not fit because that information was inaccurate.

6.5 WinDoorUK survey

Where the Order expressly includes a WinDoorUK survey:

• the surveyor will check relevant visible measurements and conditions;
• the survey may identify changes required to the Specification;
• a change may affect the price and estimated timetable;
• production will not start until any required changes are approved; and
• the survey cannot identify every hidden structural defect or concealed service.

6.6

The Customer must tell us before placing the Order about any unusual requirement, including:

• a listed building;
• a conservation area;
• planning restrictions;
• unusual or unstable openings;
• low-threshold access;
• disability-access requirements;
• coastal or exposed conditions;
• commercial use;
• fire-safety requirements;
• emergency escape requirements; or
• a specific Building Regulations requirement.

6.7

The Customer must carefully review drawings and Specifications submitted for approval.

6.8

Once the Customer has approved a drawing or Specification, WinDoorUK may rely on that approval when ordering materials and beginning production.

6.9

The Customer remains responsible for ensuring that the selected product is suitable for its intended purpose unless WinDoorUK has expressly accepted responsibility for advising on that purpose in writing.

7. Fire-Rated Products

7.1

A stated fire rating applies only to the tested, assessed or certified product configuration described in the relevant supporting documentation.

7.2

Fire performance may depend on the complete doorset, including:

• the door leaf;
• frame;
• glazing;
• intumescent and smoke seals;
• hinges;
• door closer;
• latch or lock;
• threshold;
• fixings;
• surrounding wall construction;
• installation method; and
• inspection and maintenance.

7.3

An individual door leaf, frame or component must not be treated as a compliant fire doorset unless the relevant evidence confirms that use.

7.4

The Customer must not substitute hardware, glass, seals or components where doing so would invalidate the product’s fire-performance evidence.

7.5

For supply-only fire doors, the Customer is responsible for arranging installation by a competent person and ensuring that the complete installation complies with the applicable requirements.

7.6

WinDoorUK does not provide a fire-risk assessment unless that service is separately agreed in writing.

8. Changes and Cancellations

8.1 Changes before acceptance

The Customer should contact us immediately after identifying an error or requesting a change.

Before we accept the Order, we may issue a revised Quotation or Specification.

8.2 Changes after acceptance

Once we have accepted an Order, we are not required to accept a requested change.

Where a change remains possible, we may require:

• written approval;
• an additional payment;
• payment for work already carried out;
• payment of supplier or manufacturer charges;
• a revised Specification; and
• a revised delivery or installation estimate.

A change is not accepted until WinDoorUK confirms it in writing.

8.3 Made-to-measure and personalised Goods

Most WinDoorUK products are manufactured to the measurements, colours, layouts or other requirements selected by the Customer.

The normal Consumer right to cancel a distance-sale contract because the Consumer has changed their mind may not apply to Goods that are made to the Consumer’s specifications or clearly personalised.

8.4 Before the Contract is accepted

The Customer may withdraw an Order before we accept it.

We may deduct a payment-processing charge where:

• we have actually incurred the charge;
• the deduction is permitted by law; and
• the charge is reasonable.

8.5 After acceptance but before production

If a Customer asks to cancel after acceptance but before production or procurement begins, WinDoorUK may agree to the cancellation at its discretion.

Where cancellation is accepted, we may deduct reasonable costs and losses already incurred, including:

• survey costs;
• design work;
• administration;
• payment-processing charges;
• supplier charges;
• ordered materials; and
• manufacturing preparation.

Any deduction will be limited to costs and losses that we may reasonably and lawfully recover.

8.6 After production or procurement begins

We will normally be unable to cancel or refund a made-to-measure Order after:

• materials have been ordered;
• a third-party manufacturing order has been placed;
• production has started;
• Goods have been altered for the Customer; or
• substantial work has otherwise begun for the Order.

8.7 Standard products

Where a Consumer purchases a standard product that has not been made or altered to their requirements, the Consumer may have a statutory right to cancel a distance-sale Order.

Where that right applies:

• the Consumer must notify us within the applicable period;
• the Goods must be returned in accordance with our instructions;
• the Consumer may be responsible for direct return costs where this was lawfully disclosed; and
• a refund may be reduced where handling has gone beyond what would reasonably be permitted in a shop.

8.8 Installation Services

Where a Consumer purchases Installation Services online, by telephone or away from our business premises, a statutory cancellation period may apply to the service element.

If the Consumer expressly asks us to begin the service during that period and later cancels, we may charge a reasonable proportion for work already completed.

8.9 Business Customers

Business Customers do not receive a statutory cooling-off period.

A Business Customer may cancel only where WinDoorUK agrees in writing and subject to payment of our reasonable costs and losses.

8.10 Faulty or incorrect Goods

Nothing in this clause removes or limits the Customer’s rights where Goods are:

• faulty;
• damaged before risk passes;
• not as described;
• incorrectly manufactured; or
• inconsistent with the approved Specification.

9. Prices and Payment

9.1

The price payable is the price stated in the Order Confirmation.

9.2

Unless clearly stated otherwise, prices offered to Consumers include VAT at the applicable rate.

9.3

The Order Confirmation may show the following separately:

• Goods;
• VAT;
• delivery;
• survey;
• installation;
• access equipment;
• parking or permits; and
• other agreed charges.

9.4

If the applicable VAT rate changes before the supply takes place, we may adjust the VAT amount unless the Customer has already paid the total price.

9.5 Website checkout Orders

An Order placed directly through the Website may require payment in full at checkout.

9.6 Quotation-based supply-only Orders

Unless the Order Confirmation states a different payment schedule:

1. the Customer must pay 50% of the total Goods price before WinDoorUK places the manufacturing or supplier order; and
2. the remaining 50% must be paid no later than seven calendar days before the confirmed delivery date.

9.7 Supply-and-installation Orders

Unless the Order Confirmation states a different payment schedule, the total price will be payable as follows:

1. When the Order is placed: 50% of the Goods price and 25% of the Installation Services price;
2. Before final Order Confirmation: a further 25% of the Installation Services price;
3. No later than seven calendar days before delivery: the remaining 50% of the Goods price and a further 25% of the Installation Services price; and
4. On the installation date, before work begins: the remaining 25% of the Installation Services price.

9.8

WinDoorUK may withhold or postpone manufacture, delivery or installation until the payment due at that stage has been received in cleared funds.

9.9

The Customer must pay all undisputed amounts by their due dates.

9.10 Pricing errors

If we identify a pricing error before accepting an Order, we may correct the price and ask whether the Customer wishes to continue.

If an obvious error is identified after acceptance:

• we will notify the Customer;
• the Customer may agree to the corrected price; or
• either party may cancel the affected part of the Order.

Where an affected Order is cancelled, we will refund the amount paid for the Goods or Services that will not be provided.

We are not required to supply Goods at an obviously incorrect price where the Customer knew, or could reasonably have recognised, that the price was incorrect.

9.11 Business Customer late payments

Where a Business Customer fails to pay on time, WinDoorUK may charge statutory interest, compensation and reasonable recovery costs to the extent permitted by law.

10. Delivery

10.1 Delivery area

Unless agreed otherwise in writing, delivery is available to accessible addresses on the UK mainland.

Additional charges, restrictions or alternative arrangements may apply to:

• Northern Ireland;
• the Isle of Wight;
• the Isle of Man;
• the Channel Islands;
• Scottish islands;
• remote parts of Scotland; and
• other difficult-to-access locations.

10.2

We will provide an estimated delivery period or date after:

• the Specification has been approved;
• any technical checks are complete; and
• the required payment has cleared.

10.3

Manufacturing and delivery dates are estimates unless WinDoorUK expressly agrees a fixed date in writing.

10.4

Where no delivery period has been agreed with a Consumer, delivery will take place within the period required by applicable consumer law.

10.5 Kerbside delivery

Unless the Order Confirmation states otherwise, delivery is kerbside only.

The driver is not responsible for:

• carrying Goods inside a building;
• carrying Goods upstairs;
• moving Goods through a property;
• placing Goods into storage;
• removing existing products; or
• installing the Goods.

10.6 Unloading

Windows and doors may be large, heavy and fragile.

The Customer must arrange enough physically capable people to receive and safely move the Goods from the delivery vehicle.

At least two capable people will normally be required. Larger products may require additional people or specialist lifting equipment.

10.7 Access requirements

The Customer must ensure that:

• the delivery vehicle can safely reach the Delivery Location;
• the access route is suitable;
• parking restrictions have been disclosed;
• required permits have been arranged;
• an authorised person is present;
• sufficient unloading assistance is available; and
• the Goods can be unloaded safely.

10.8

The driver may refuse to unload where access or unloading conditions are unsafe.

WinDoorUK may charge reasonable storage, redelivery and wasted-journey costs arising from unsuitable access or missing unloading assistance.

10.9 Inspection on delivery

The Customer should inspect the packaging and visible condition of the Goods when they arrive.

Where possible, the Customer should:

• photograph visible damage before unloading or unwrapping;
• record the damage on the delivery note;
• retain relevant packaging; and
• contact us promptly with photographs and the order number.

Failure by a Consumer to report damage immediately does not remove their statutory rights, but early notification helps us investigate the issue.

10.10 Failed delivery

If the Customer fails to accept an agreed delivery, WinDoorUK may:

• store the Goods;
• charge reasonable storage costs;
• charge reasonable redelivery costs; and
• arrange another delivery after the applicable charges have been paid.

10.11

Where the Customer does not accept delivery within a reasonable period after being notified that the Goods are ready, WinDoorUK may take reasonable steps to recover its costs.

For a Business Customer, this may include resale or disposal where legally permitted.

10.12 Delivery in instalments

We may deliver an Order in separate instalments where reasonably necessary.

A delay affecting one instalment will not automatically allow a Business Customer to cancel unaffected instalments.

11. Installation Services

11.1

Installation Services are included only where they are expressly recorded in the Order Confirmation.

11.2

The installation price covers only the work described in the agreed installation scope.

Unless expressly included, the price does not cover:

• structural alterations;
• lintels or steelwork;
• scaffolding;
• specialist lifting equipment;
• asbestos work;
• electrical work;
• alarm work;
• plumbing;
• substantial plastering;
• redecorating;
• flooring repairs;
• moving furniture;
• removing blinds or curtains;
• planning applications;
• listed-building consent;
• landlord approval; or
• freeholder approval.

11.3 Customer responsibilities

Before installation, the Customer must:

• provide safe and clear access;
• move furniture and personal belongings;
• remove curtains, blinds and fragile items unless otherwise agreed;
• provide electricity and reasonable facilities;
• disclose known hazards;
• disclose known or suspected asbestos;
• keep children and pets away from work areas;
• arrange parking or permits; and
• obtain permissions that remain the Customer’s responsibility.

11.4

WinDoorUK or its installer may stop or postpone work where conditions are unsafe or continuing could cause unreasonable damage.

11.5 Hidden conditions

Installation may uncover conditions that were not reasonably visible before work began, including:

• defective lintels;
• rotten timber;
• unstable masonry;
• concealed damp;
• hidden services;
• asbestos-containing materials; or
• structural movement.

Where additional work is required, we will explain the issue and may provide a revised price and timetable before continuing.

11.6

Installation dates may change because of:

• manufacturing delays;
• severe weather;
• illness;
• access problems;
• unsafe conditions; or
• another event outside our reasonable control.

11.7

Replacement work may cause minor damage to surrounding plaster, render, tiles, paint or decoration.

We will use reasonable care and skill, but making good is included only to the extent described in the Order Confirmation.

11.8

Removal of old products and waste is included only where expressly stated.

11.9

For a fire-rated doorset, installation must comply with the relevant product evidence and approved configuration.

12. Risk and Ownership

12.1 Consumers

Risk in Goods supplied to a Consumer passes when the Consumer, or a person nominated by the Consumer, takes physical possession of them.

Where the Consumer independently appoints a carrier that WinDoorUK did not offer, risk may pass when the Goods are handed to that carrier, where permitted by law.

12.2 Business Customers

Risk in Goods supplied to a Business Customer passes when delivery is completed at the Delivery Location.

12.3 Ownership

Ownership of the Goods does not pass to the Customer until WinDoorUK has received payment in full for:

• the Goods; and
• any other overdue amount relating to the Order.

12.4 Business Customers before ownership passes

Until ownership passes, a Business Customer must:

• store the Goods separately where reasonably possible;
• keep them identifiable as WinDoorUK-supplied Goods;
• protect them against loss and damage;
• insure them for their full value;
• avoid removing identifying marks; and
• notify WinDoorUK of insolvency or serious financial difficulty.

12.5

Where legally permitted, WinDoorUK may require a Business Customer to return unpaid Goods that have not been installed, resold or permanently incorporated into another product.

13. Damaged, Faulty or Incorrect Goods

13.1 Consumer rights

Goods supplied to Consumers must meet the standards required by applicable consumer law, including being:

• as described;
• of satisfactory quality; and
• fit for a purpose made known to WinDoorUK where the Consumer reasonably relied on our advice.

13.2

Installation Services supplied to a Consumer will be carried out with reasonable care and skill.

13.3 Reporting a problem

If the Customer believes Goods are damaged, faulty or incorrectly manufactured, they should contact us promptly and provide:

• the order number;
• a clear explanation of the problem;
• photographs or videos;
• measurements where relevant;
• installation information;
• the installer’s details where appropriate; and
• any other information reasonably required for investigation.

13.4 Inspection

WinDoorUK may require a reasonable opportunity to:

• inspect the Goods;
• arrange a remote assessment;
• obtain a manufacturer’s report; or
• collect the affected item where appropriate.

13.5 Remedies

Depending on the circumstances and the Customer’s legal rights, a suitable remedy may include:

• repair;
• replacement;
• supply of a replacement component;
• repeat performance of installation work;
• a price reduction; or
• a refund.

13.6

Where permitted by law, WinDoorUK may select the most reasonable and proportionate remedy.

13.7 Customer-caused problems

WinDoorUK will not be responsible for a problem caused by:

• inaccurate Customer measurements;
• an incorrect Customer Specification;
• unsuitable storage;
• incorrect handling;
• incorrect installation by another party;
• alteration after delivery;
• failure to follow instructions;
• poor maintenance;
• accidental damage;
• misuse; or
• movement or failure of the building.

This does not allow WinDoorUK to avoid responsibility for a defect for which it is legally responsible.

13.8 Business Customer inspections

A Business Customer must inspect the Goods promptly after delivery.

A Business Customer should notify WinDoorUK in writing of:

• visible damage within 10 Business days of delivery; and
• a hidden defect within 10 Business Days of discovering it.

These periods do not apply where enforcing them would unlawfully exclude liability.

14. Product Guarantees

14.1

A commercial product guarantee is additional to a Consumer’s statutory rights.

14.2

The guarantee period and coverage applicable to an Order will be stated in one or more of the following:

• the product page;
• the Quotation;
• the Order Confirmation;
• the manufacturer’s guarantee;
• the installation agreement; or
• a separate guarantee document.

14.3

The following statement must be completed before publication:

WinDoorUK guarantee periods:

• uPVC frames: 10 years
• Aluminium frames and coatings: 10 years after purchasing
• Composite door slabs: 10 years after purchasing
• Sealed glass units: 10 years after purchasing
• Hardware and locks: 10 years after purchasing
• Fire-rated products: 10 years after purchasing
• Installation labour: 10 years after purchasing
• Internal steel and aluminium doors: 10 years after purchasing

14.4 Guarantee exclusions

Unless the applicable guarantee states otherwise, it will not cover failure or damage caused by:

• fair wear and tear;
• accidental or deliberate damage;
• misuse;
• neglect;
• poor maintenance;
• unsuitable storage;
• incorrect installation;
• building movement;
• structural failure;
• unauthorised alteration or repair;
• use outside the intended purpose;
• failure to follow instructions;
• impact, scratching or abrasion;
• excessive internal moisture;
• condensation not caused by a product defect;
• flooding;
• fire;
• vandalism;
• extreme external conditions;
• Customer-supplied measurements; or
• an incorrect Customer Specification.

14.5 Toughened glass

Toughened glass may contain microscopic nickel sulphide inclusions created during manufacture. In rare cases, these may cause spontaneous breakage.

Whether an incident is covered will depend on:

• the cause of the breakage;
• the applicable guarantee;
• available evidence; and
• whether the event constitutes a manufacturing defect covered by that guarantee.

14.6 Supply-only Orders

For supply-only Orders, providing a replacement component does not automatically include:

• removal;
• refitting;
• installation labour;
• travel;
• scaffolding;
• lifting equipment;
• decoration;
• call-out fees; or
• costs charged by an independent installer.

This does not restrict a Consumer remedy that applies under law.

14.7 Guarantee claims

A Customer making a guarantee claim may need to provide:

• proof of purchase;
• the order number;
• photographs or videos;
• maintenance records;
• installation information;
• the installer’s details; and
• reasonable access for inspection.

14.8 Independent installation

The guarantee does not cover defective work carried out by an independent installer.

However, an independent installation does not remove cover for a separate defect in the Goods for which WinDoorUK remains responsible.

14.9 Fire-rated products

Fire-performance cover may be invalid where:

• the doorset was installed outside its approved scope;
• incompatible components were used;
• seals were omitted or removed;
• the closer was removed or disabled;
• the product was altered;
• the supporting wall was unsuitable;
• installation requirements were not followed; or
• inspection and maintenance requirements were ignored.

14.10

Unless the applicable guarantee expressly states otherwise, a commercial guarantee is issued to the original purchaser and may not be transferred without written approval.

15. Customer Responsibilities

The Customer must:

15.1

provide complete and accurate information;

15.2

check the Specification before approving it;

15.3

provide accurate measurements where responsible for measuring;

15.4

pay all amounts when due;

15.5

provide safe delivery and installation access;

15.6

store the Goods safely after delivery;

15.7

follow installation, operation and maintenance instructions;

15.8

obtain planning, Building Regulations, landlord, freeholder and other approvals unless the agreed scope states that WinDoorUK will obtain them;

15.9

use a competent installer for supply-only Goods;

15.10

ensure fire-rated products are specified, installed and maintained correctly;

15.11

check that products are suitable for their intended use; and

15.12

avoid removing existing products, booking dependent contractors or committing to completion dates until delivery or installation is sufficiently certain.

16. Delays

16.1

Manufacturing, delivery and installation estimates may change because windows and doors are often made to order and may depend on third-party suppliers.

16.2

WinDoorUK will notify the Customer where a material delay becomes known.

16.3

The Customer should not arrange:

• removal of existing products;
• irreversible building work;
• dependent contractors;
• accommodation;
• business closures; or
• other significant commitments

solely in reliance on an estimated date.

16.4

Nothing in this clause removes a Consumer’s legal remedies where Goods are not delivered within an agreed or legally required period.

17. Liability to Consumers

17.1

Nothing in the Contract excludes or restricts liability where doing so would be unlawful, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of statutory Consumer rights; or
• defective products where liability cannot legally be excluded.

17.2

WinDoorUK is responsible for losses that are a foreseeable result of:

• our breach of the Contract; or
• our failure to use reasonable care and skill.

17.3

A loss is foreseeable where it was an obvious consequence of the breach or where both parties knew it might happen when entering into the Contract.

17.4

WinDoorUK is not responsible for a loss that was not reasonably foreseeable.

17.5

Goods sold to a Consumer are supplied for domestic and private use.

WinDoorUK is not responsible to a Consumer for business losses, including:

• lost profits;
• lost revenue;
• lost contracts;
• lost business opportunities; or
• business interruption.

17.6

The Consumer must take reasonable steps to prevent avoidable loss or further damage.

17.7

Nothing in these Terms affects a Consumer’s statutory rights.

18. Liability to Business Customers

18.1

Nothing in the Contract limits or excludes liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of title;
• defective products where liability cannot legally be excluded; or
• another liability that cannot lawfully be limited.

18.2

Subject to clause 18.1, WinDoorUK will not be liable to a Business Customer for:

• loss of profit;
• loss of revenue;
• loss of business;
• loss of contracts;
• loss of anticipated savings;
• loss of goodwill;
• loss of opportunity;
• business interruption; or
• indirect or consequential loss.

18.3

Subject to clause 18.1, WinDoorUK’s total liability to a Business Customer arising from an Order will not exceed the total price paid or payable for the part of the Order giving rise to the claim.

18.4

WinDoorUK is not responsible for losses caused by:

• inaccurate Customer measurements;
• an incorrect Customer Specification;
• unsuitable installation by another party;
• failure to follow instructions;
• delay caused by the Customer;
• building movement;
• structural failure;
• regulatory non-compliance outside our agreed scope; or
• use of incompatible third-party components.

18.5

A Business Customer must not commit to completion dates or arrange dependent work solely in reliance on an estimated delivery or installation date.

19. Events Outside Our Reasonable Control

19.1

Neither party will be responsible for delay or failure caused by an event outside its reasonable control.

Such events may include:

• severe weather;
• flood;
• fire;
• natural disaster;
• epidemic or pandemic;
• war;
• terrorism;
• civil disorder;
• government restrictions;
• border disruption;
• customs delays;
• transport failure;
• shortage of materials;
• power interruption;
• manufacturing breakdown;
• industrial action;
• supplier failure; or
• interruption to communications systems.

19.2

The affected party will take reasonable steps to reduce the effect of the event.

19.3

Where a Force Majeure Event materially affects an Order, WinDoorUK will:

• notify the Customer;
• explain the expected effect where possible; and
• provide a revised estimate when reasonably able to do so.

19.4

If the event continues for more than 60 days, either party may request cancellation of the uncompleted part of the Contract.

Any refund or payment due will take account of:

• Goods already delivered;
• Services already provided;
• bespoke work completed; and
• costs that may lawfully be recovered.

20. Suspension and Termination

20.1

WinDoorUK may suspend manufacture, delivery or installation where:

• payment is overdue;
• essential information has not been provided;
• the Specification has not been approved;
• access is unsafe;
• fraud is reasonably suspected;
• the Customer materially breaches the Contract; or
• continuing would breach a legal or safety requirement.

20.2

WinDoorUK may terminate the Contract by written notice where the Customer:

• commits a serious breach that cannot be corrected;
• fails to correct a remediable breach within a reasonable period after written notice;
• fails to make payment;
• refuses delivery without a valid reason;
• fails to provide essential information; or
• becomes insolvent, where the law permits termination.

20.3

Where termination results from the Customer’s breach, the Customer may be required to pay for:

• completed Goods;
• bespoke work performed;
• ordered materials;
• Services already supplied;
• reasonable storage costs;
• reasonable delivery costs; and
• other reasonable losses directly caused by the breach.

Any amount charged will be limited to what is fair and legally recoverable.

20.4

Termination does not affect rights or liabilities that arose before termination.

20.5

Terms intended to continue after termination, including payment, ownership, confidentiality and liability provisions, will remain effective.

21. Complaints

21.1

Customers should contact WinDoorUK promptly about a concern relating to:

• a Quotation;
• an Order;
• payment;
• delivery;
• Goods;
• installation; or
• a guarantee claim.

21.2 Contact details

Email: sales@windooruk.co.uk
Telephone: 0203 948 3038

21.3

The Customer should provide:

• their full name;
• order number;
• delivery or installation address;
• a clear description of the concern;
• photographs or videos where relevant; and
• the resolution requested.

21.4

WinDoorUK will acknowledge and investigate a complaint within a reasonable period.

21.5

We may need to involve:

• the manufacturer;
• the delivery company;
• the installer;
• a surveyor;
• an insurer; or
• another contractor connected with the Order.

21.6

Nothing in this complaints process prevents a Consumer from exercising their statutory rights.

22. Personal Information

22.1

WinDoorUK processes personal information in accordance with its Privacy Policy.

22.2

We may share relevant information with:

• manufacturers;
• suppliers;
• delivery companies;
• surveyors;
• installers;
• payment providers;
• finance providers;
• insurers;
• IT service providers; and
• professional advisers

where reasonably necessary to process an Order or provide the Goods or Services.

22.3

The Privacy Policy should explain:

• the business identity;
• contact details;
• information collected;
• lawful grounds for processing;
• recipients;
• retention periods;
• individual rights;
• cookie use; and
• how to raise a data-protection concern.

23. Intellectual Property

23.1

Website content, branding, photographs, drawings, product descriptions and design materials belong to WinDoorUK or its licensors.

23.2

The Customer may not reproduce or use those materials commercially without written permission.

23.3

Where a Customer provides a drawing, logo, design or other protected material, the Customer confirms that WinDoorUK may lawfully use it to fulfil the Order.

23.4

A Business Customer will reimburse WinDoorUK for a third-party claim directly caused by protected material supplied by that Business Customer without the required rights or permissions.

24. Confidentiality

24.1

This clause applies mainly to Business Customers and commercially sensitive Orders.

24.2

Each party must keep confidential information received from the other party confidential and use it only for the purposes of the Contract.

24.3

Confidential information may be disclosed to:

• employees;
• manufacturers;
• suppliers;
• contractors;
• professional advisers;
• insurers; or
• public authorities

where disclosure is reasonably required to fulfil the Contract or comply with law.

24.4

This clause does not apply to information that:

• is already publicly available;
• was lawfully known before disclosure;
• was independently developed; or
• must be disclosed by law or court order.

25. General Terms

25.1 Transfer and subcontracting

WinDoorUK may use manufacturers, delivery companies, installers and other subcontractors to fulfil an Order.

WinDoorUK may transfer its rights or obligations where this does not reduce a Consumer’s legal protection.

The Customer may transfer the Contract only with our written agreement, except where the law provides otherwise.

25.2 Entire agreement

For Business Customers, the Contract contains the entire agreement relating to the Order.

A Business Customer confirms that it has not relied on a statement that is not included in the Contract, except in cases of fraud.

This provision does not restrict a Consumer’s statutory rights.

25.3 Changes to the Contract

A change to an accepted Contract must be agreed in writing unless these Terms expressly allow the change.

25.4 No waiver

A delay or failure to enforce a right does not mean that the right has been waived.

25.5 Severability

If a court finds part of the Contract invalid or unenforceable, the remaining provisions will continue to apply.

25.6 Third-party rights

Unless the Contract expressly states otherwise, no person other than the Customer and WinDoorUK may enforce it under the Contracts (Rights of Third Parties) Act 1999.

25.7 Notices

A formal notice under the Contract must be sent by email or post to the address recorded in:

• these Terms;
• the Order Confirmation; or
• a later written notification.

An email will normally be treated as received on the next Business Day unless the sender receives a delivery-failure notification.

26. Governing Law and Courts

26.1 Consumers

These Terms are governed by the law of England and Wales.

A Consumer living elsewhere in the United Kingdom may also benefit from mandatory legal protections applicable where they live and may bring proceedings in any court available to them under applicable law.

26.2 Business Customers

A Contract with a Business Customer is governed by the law of England and Wales.

The courts of England and Wales will have exclusive jurisdiction over a dispute with a Business Customer.

27. Export Orders

27.1

WinDoorUK does not provide international delivery unless expressly agreed in writing.

27.2

Where WinDoorUK agrees to deliver Goods to a UK-based freight forwarder or shipping agent nominated by the Customer:

• our delivery obligation ends upon delivery to that nominated party;
• the Customer is responsible for international transport;
• the Customer is responsible for export documents;
• the Customer is responsible for customs clearance;
• the Customer is responsible for duties and taxes;
• the Customer is responsible for compliance in the destination country; and
• risk passes in accordance with the applicable Consumer or Business Customer rules.

27.3

Goods are manufactured to applicable UK specifications unless WinDoorUK expressly agrees another specification in writing.

27.4

The Customer is responsible for checking whether the Goods meet:

• local building standards;
• fire requirements;
• glazing standards;
• energy-efficiency requirements;
• import rules; and
• installation rules

in the destination country.

27.5

WinDoorUK is not responsible for damage occurring after delivery to the Customer’s nominated freight forwarder where that damage was not caused by WinDoorUK.

27.6

Installation, servicing, inspection, repair and call-out services outside the UK mainland are not included unless expressly agreed.

27.7

Any guarantee for Goods exported or installed outside the UK mainland applies only where the applicable guarantee document expressly confirms that cover.