Returns, Refunds, Cancellations & Faulty Goods Policy

This policy applies to products supplied by Fenestration Holdings Limited.

1. Made-to-Measure and Bespoke Products

All windows, doors and associated products supplied by us are manufactured to order and made to the individual measurements, specifications and requirements provided or approved by the customer.

Because our products are made to measure and personalised to each customer’s requirements, they cannot normally be resold or returned simply because the customer has changed their mind.

The usual right to cancel a distance or online contract does not apply to goods that are made to the consumer’s specifications or are clearly personalised.

This does not affect your statutory rights where goods are faulty, damaged, not as described or otherwise do not conform to the contract.

2. Checking Your Order

Customers are responsible for carefully checking all measurements, specifications, colours, configurations, opening directions and other order details before approving and placing an order.

Once an order has entered manufacture, changes may not be possible and may result in additional charges.

After delivery, you should inspect the goods as soon as reasonably possible and, where reasonably practicable, within 72 hours of delivery, and before removing existing windows or doors, commencing installation or arranging for permanent installation of the products.

Please check:

the sizes and overall design;
colours and finishes;
opening directions and configurations;
glass specifications, where applicable;
quantities;
components and accessories; and
the goods for any visible damage or defects.

If you believe anything is missing, incorrect, damaged or defective, please contact us as soon as reasonably possible.

Where possible, please do not install an item that you believe is incorrect or defective until we have had a reasonable opportunity to investigate the issue.

If you install a product after a defect, damage, incorrect specification or other issue was apparent, or ought reasonably to have been identified during the pre-installation inspection, this may affect the remedies available in relation to costs or losses that could reasonably have been avoided. Installation does not affect any statutory rights that cannot lawfully be excluded or restricted.

3. Reporting Damaged, Incorrect or Defective Goods

Any issue should be reported in writing to:

Customer Services
Fenestration Holdings Limited
Unit 12 Bone Lane Industrial Estate
Newbury
Berkshire
RG14 5SH

Email: info@aluminiumtradewindows.co.uk

Please provide:

your order or job number;
the name of the person or business named on the order;
a clear description of the issue; and
clear photographs or other information reasonably required to identify the problem.

Providing this information promptly will help us investigate and resolve the matter.

4. Faulty Goods

If goods are faulty, damaged, not as described or otherwise do not conform to the contract, we will deal with the matter in accordance with your statutory rights.

Depending on the circumstances and the applicable legal remedy, this may include repair, replacement, a price reduction or refund.

Customers should inspect the goods before installation and notify us of any issue that is apparent at that stage. If goods are installed despite an issue being apparent, this may be taken into account when determining what losses or remedial costs, if any, we are responsible for. This does not exclude or restrict any statutory rights or remedies that cannot lawfully be excluded or restricted.

Where repair or replacement is the appropriate remedy, we must be given a reasonable opportunity to inspect the goods and, where appropriate, repair or replace them.

We may ask for photographs, measurements or other reasonable evidence to help identify the cause of the reported problem before arranging rectification.

Nothing in this policy limits or excludes any statutory rights or remedies that cannot legally be limited or excluded.

5. Inspection and Investigation

Where reasonably necessary, we may arrange or request an inspection of allegedly defective goods.

This may include establishing whether the products have been correctly:

handled;
stored;
installed;
adjusted;
used;
maintained; or
serviced.

Where appropriate, an independent inspection may be agreed between us and the customer.

If an investigation establishes that there is no manufacturing or supply defect and that the problem has instead resulted from incorrect installation, misuse, damage, inadequate maintenance, incorrect storage or another matter for which we are not responsible, we may charge reasonable inspection, collection, delivery or other costs where we are legally entitled to do so. Any such charges will be explained to the customer.

6. Installation

We recommend that installation is undertaken by a competent and suitably experienced or qualified installer.

Any installation instructions or guidance supplied with the products should be read and understood before installation begins.

Due to site conditions, handling and the nature of the opening into which a product is being fitted, normal installation adjustments may be required.

If you have any concerns regarding the goods, please contact us before installation.

7. Third-Party Installers and Associated Costs

We strongly recommend that customers do not remove existing windows or doors or commit to a third-party installation date until the new goods have been delivered and checked.

Customers who book installers before receiving and inspecting their goods do so at their own risk.

Where a problem is identified, we must be given a reasonable opportunity to investigate and, where appropriate, repair, replace or otherwise rectify the goods before the customer arranges their own remedial work.

We are not responsible for costs that could reasonably have been avoided by allowing us an opportunity to investigate and rectify an issue.

As we operate on a supply-only basis, customers are responsible for making their own installation arrangements. If a third-party installation has to be postponed or rearranged, we will not be responsible for installer charges or other costs that could reasonably have been avoided by waiting until the goods had been delivered, inspected and confirmed as correct before committing to an installation date.

Nothing in this section excludes or limits liability that cannot lawfully be excluded or limited, including any rights the customer may have to recover losses in circumstances where the law requires us to meet them.

8. Replacement Parts and Rectification

Where replacement components or parts are required, we will arrange these within a reasonable period.

Where replacement parts are held in stock, this will typically be within one to two weeks. Where parts or complete products need to be specially manufactured or ordered, additional time may be required.

We will provide information about the anticipated timescale where reasonably possible.

Customers should allow sufficient time for any required replacement or rectification before committing to an installation date.

9. Order Changes

Because all products are manufactured specifically to the customer’s requirements, changes requested after an order has been placed may incur additional costs.

If you become aware that an order needs to be changed, you should contact us immediately in writing and request that the order is placed on hold.

We will make reasonable efforts to stop further processing, but this may not always be possible where manufacture or procurement has already commenced.

Any additional charge will depend on the stage the order has reached, the nature of the requested change and the reasonable costs already incurred or arising from the change.

Once amended specifications have been confirmed, the manufacturing lead time may restart or change. We will advise you of any revised anticipated timescale.

10. Cancellations

All products supplied by us are made to measure and manufactured to the customer’s individual specifications.

Accordingly, once an order has been placed, there is no general right to cancel simply because you have changed your mind where the applicable made-to-measure or personalised-goods exemption applies.

As a goodwill provision, if you ask us to cancel your order within 24 hours of payment, we will provide a full refund provided manufacture, procurement or other irreversible work has not already commenced.

Any cancellation request must be made clearly in writing to:

info@aluminiumtradewindows.co.uk

If a cancellation is requested after this period, we will consider whether cancellation is still possible. Where we agree to a cancellation, we may deduct or charge reasonable costs and losses already incurred as a result of the order and its cancellation.

Depending on how far manufacture has progressed, cancellation may no longer be possible or the costs incurred may represent a substantial proportion of the order value.

This section does not affect any statutory cancellation rights that may apply in circumstances where the made-to-measure exemption does not apply.

11. Refunds

Where a refund is due, we will confirm this with the customer and process the refund using the original payment method unless another method is agreed or required.

Please allow reasonable processing time for the refund to appear in your account after it has been issued. Processing times may also depend on your bank or payment provider.

If we have confirmed that a refund has been processed but you have not received it after the expected processing period, please contact your bank or payment provider first.

If you still require assistance, contact us at:

info@aluminiumtradewindows.co.uk

12. Returns

Because our products are made to measure to individual customer specifications, we do not accept returns of correctly manufactured and supplied products simply because the customer has changed their mind, no longer requires the goods, ordered the incorrect size or specification, or has otherwise decided not to use them.

Where we have supplied goods incorrectly, or where goods are defective or otherwise do not conform to the contract, please contact us before attempting to return them.

Goods should not be returned without prior authorisation. Where a return is necessary, we will provide appropriate instructions.

Responsibility for reasonable collection or return costs will depend upon the reason for the return and the customer’s applicable statutory rights.

13. Customer-Supplied Measurements and Specifications

Where products are manufactured using measurements, dimensions, designs or specifications supplied or approved by the customer, the customer is responsible for ensuring that those details are correct before manufacture.

We cannot accept responsibility for a product being unsuitable because measurements or specifications supplied or approved by the customer were incorrect, provided that we manufactured the product correctly in accordance with the agreed order.

This does not affect our responsibility for any error made by us or any statutory rights that cannot legally be excluded.

14. Minor Technical Changes

We may make minor technical changes to a product specification where necessary, provided those changes do not materially affect the product’s appearance, function, performance or price.

If a material change is required, we will contact the customer before proceeding where appropriate.

15. Your Statutory Rights

Nothing in these terms is intended to exclude, restrict or replace your statutory rights.

Where you are purchasing as a consumer, goods must meet the requirements imposed by applicable UK consumer law, including requirements relating to satisfactory quality, fitness for purpose and conformity with their description.

The rights and remedies available will depend upon the circumstances of the individual case.