Returns & Reund Policy

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. All custom manufactured items are exempt from this. As a company we operate a repair before refund policy. Under Online Trading Law we are entitled to collect, repair or replace any custom manufactured items. This is at our discretion. 

E. Damaged Goods

22.Should a defect occur with the goods due to the fault of the Company, we will give you appropriate options which may include a repair, replacement or partial refund. If the Company is not given a reasonable opportunity to rectify any defect, the Purchaser will not be reimbursed should he choose to rectify it himself or with a third party.

23.The Company reserves the right, in agreement with the Purchaser, to request an Independent Inspection of any allegedly defective goods, or to carry out a mutually agreed inspection to identify whether the goods have been properly installed, used, maintained, stored or serviced. The Company reserves the right to make a charge to cover any reasonable costs if the goods have not been properly used, installed, maintained, stored or serviced.

24.After delivery of the goods the Purchaser shall examine them as soon as reasonably possible and before removing any existing windows and doors or commencing installation. The Company should be notified of any fault, damage or missing items as soon as reasonably possible in writing either by post to Customer Services, Fenestration Holdings Limited, 124 City Road, London, EC1V 2NX, or email ( We will request photos which clearly illustrate any defect to determine its cause prior to rectification. The invoiced customer (named person on order) will need to make contact and please include your order number so we are able to locate your order. It will take longer for the issues to be sorted with no job number.

PLEASE NOTE: We accecpt not liability for installer costs if there is an issue with your order. We firmly advise you now to book an installer untill the goods are delivered checked and you are happy. You are booking installers at your own risk and under no circunstance will we pay for costs incurred.

F. When Installing

25.We recommend that a competent or qualified person carries out the installation of the goods supplied. Please ensure that the general guidelines supplied with the delivery for the fitting of the goods are read and understood before commencing or organising installation. If in doubt please contact the Company’s Customer Service department by the methods stated.

26.Due to on-site handling, installation methods and the type of opening that the goods are being installed into, minor adjustments may need to be made by the installer.

27.The Company may make minor technical changes to the specification of the Purchaser’s products that will not be to the detriment of their function or appearance and will not affect the price. The Purchaser will be advised of any major changes to be approved by the Purchaser, or the Company will refund the Purchaser in full.

28.Before commencing your installation or hiring a third party to install your product, please ensure that the goods have been physically delivered, examined and checked for design details and sizes. Check that all parts are present and correct so that in the unlikely event that parts may be missing, wrong or damaged you ensure we have reasonable time* to arrange the delivery of the new parts before you commence installation, confirm an assembly date or prior to engaging a third party to carry out the installation. (*Please note that a reasonable time would typically be within one to two weeks assuming replacement parts are in stock, however if we have to order or manufacture parts then the time frame will be longer). Should you use a third party to carry out the installation please ensure that you give them sufficient time to familiarise themselves with and check the materials before committing to an installation date.

G. Order Changes and Cancellations

29.This order can be cancelled but as all windows, doors and other products are manufactured to the Purchaser’s specific requirements and cannot be resold, all costs incurred by the Company up to the point of cancellation including but not limited to manufacture of the goods will be chargeable. If you cancel your order within 24 hours of making payment you will receive a full refund. Any notification of cancellation must be made in a clear statement in writing to

30.Any and all changes made to orders will be chargeable to the Purchaser at the cost of those changes as each item is bespoke. This reasonable charge will vary dependent upon the progress already made with the original order prior to any change, and the nature of the change. The costs incurred by the Company are not just limited to manufacturing and physical production costs.

31.Should the Purchaser become aware that they need to change their order, whether or not the extent of the change required is unknown, the Purchaser must request in writing that the order is placed ‘on hold’ so that no further processes are carried out by the Company. The order will only be taken ‘off hold’ once the Purchaser confirms their changes, if any, in writing.

32.The turnaround period will be restarted from the next working day after the Company is informed of any change to the order by the Purchaser. The turnaround period may change in length depending on the type of changes made. In such cases, the Purchaser will be notified of the turnaround period.

H. Liability

33.If any term or other provision of this Agreement is determined to be invalid, illegal or incapable of being enforced by any rule or law, or public policy it will be severed from the Agreement. All other terms and provisions of this Agreement shall nevertheless remain in full force and effect.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: 

To return your product, you should first contact us to obtain authorisation for a return, we will then issue you the relevant paperwork to return your item,.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Contact us at for questions related to refunds and returns.