HOUSE WINDOWS & DOORS LTD
These Terms and Conditions apply to the supply and, where applicable, installation of windows, doors and associated products and services provided by HOUSE WINDOWS & DOORS LTD.
By accepting our quotation, placing an order or paying a deposit, you confirm that you have read and accepted these Terms and Conditions.
1. The Agreement
HOUSE WINDOWS & DOORS LTD agrees to supply and, where included in the quotation, install the products specified in your order.
The Customer agrees to pay the agreed price in accordance with the payment terms stated in the quotation, invoice or order confirmation.
The quotation, order confirmation and these Terms and Conditions together form the agreement between HOUSE WINDOWS & DOORS LTD and the Customer.
Any changes to the agreed specification, dimensions, products, colours, glazing, hardware or installation requirements must be confirmed in writing and may result in an adjustment to the price and estimated lead time.
Nothing in these Terms and Conditions affects your statutory rights.
2. Survey and Measurements
Where installation is included, the order may be subject to a final survey and measurement before products are ordered for manufacture.
The Customer must provide reasonable access to the property to allow the survey to be completed.
If, following the survey, we determine that the proposed installation cannot reasonably be carried out, we will discuss the available options with the Customer. Where no suitable solution can be agreed and production has not commenced, the order may be cancelled and any applicable refund will be made.
Any changes requested by the Customer following the survey must be confirmed in writing before manufacture.
For supply-only orders, the Customer is responsible for ensuring that all dimensions and specifications supplied to us are correct. HOUSE WINDOWS & DOORS LTD cannot accept responsibility for products manufactured correctly according to dimensions or specifications provided or approved by the Customer.
3. Made-to-Measure Products
Many of our windows, doors and associated products are manufactured specifically for each Customer.
The Customer is responsible for checking the order confirmation carefully, including dimensions, opening directions, colours, glazing, hardware and other specifications.
Production may commence following acceptance of the final specification and receipt of the required payment.
Once production of a genuinely bespoke or personalised product has commenced, changes may not be possible and cancellation rights may be restricted where permitted by applicable consumer law.
4. Price and Payment
Unless otherwise stated, prices include VAT at the applicable rate.
Our standard payment arrangement for installation orders is:
50% deposit when placing the order and 50% final payment once the fitting date has been confirmed, unless different payment terms are stated on the quotation or invoice.
Supply-only and delivery orders may require full payment before the goods are released or delivered.
Additional work or products requested by the Customer after the original quotation may be charged separately.
Additional charges may also apply where previously unknown conditions are discovered which require work outside the agreed scope. Any additional work and charges will be discussed with the Customer before proceeding wherever reasonably possible.
Goods remain the property of HOUSE WINDOWS & DOORS LTD until payment has been received in full, subject to applicable law.
5. Estimated Lead Times
Any manufacturing, delivery or installation dates provided are estimates unless we expressly confirm otherwise in writing.
Typical lead times may vary depending on the product, manufacturer, specification and time of year.
Delays can occasionally occur due to manufacturing, transport, availability of materials, weather or circumstances outside our reasonable control.
If we become aware of a significant delay, we will endeavour to inform the Customer as soon as reasonably possible and provide an updated estimated date.
6. Delivery
Delivery arrangements will be confirmed with the Customer before dispatch.
Supply-only orders must normally be paid in full before delivery.
Small items may be delivered by courier. Larger products such as windows and doors may be delivered using our own transport or another suitable delivery service.
Unless otherwise agreed in writing, delivery of large products is kerbside / to the delivery address only. The driver is not responsible for carrying products into the property.
The Customer must ensure that a sufficient number of capable persons are available to safely unload large or heavy products. For windows and doors, we recommend that at least two suitable persons are available for unloading.
The Customer should inspect delivered goods as soon as reasonably possible and notify us promptly of any visible transport damage, missing items or other obvious problems.
Where possible, visible transport damage should also be reported to the driver at the time of delivery and supported by photographs.
This does not affect the Customer’s statutory rights in relation to faulty, damaged or misdescribed goods.
7. Installation
Once the products have been received and checked, we will arrange an estimated installation date with the Customer.
Installation dates may occasionally need to be changed due to unforeseen circumstances, weather, delayed deliveries, manufacturing issues or delays arising from previous installations.
The Customer must provide our installers with reasonable and safe access to the property and working areas.
Before installation, the Customer should remove curtains, blinds, furniture, decorations and other possessions from the immediate working area.
Unless specifically included in our quotation, we do not undertake the disconnection or reconnection of alarm systems, electrical systems, curtains, blinds or other third-party equipment.
A standard electricity supply and reasonable access to the working area must be available during installation.
8. Making Good
Installation of replacement windows and doors may cause minor disturbance to plaster, render, brickwork, decoration or surrounding finishes.
Where making-good is included in our quotation, we will make reasonable efforts to repair areas immediately surrounding the installation.
We cannot guarantee an exact colour, texture or finish match to existing plaster, render, brickwork, paint, wallpaper, tiles or other materials, particularly where the existing materials have aged, weathered or are no longer available.
Unless specifically included in the quotation, redecoration, painting, wallpapering and specialist finishing work are not included.
9. Existing Property Conditions
Our survey is intended to assess the installation of the products ordered. It is not a structural survey of the property.
Some hidden defects or structural problems may only become apparent once existing windows, doors or other materials are removed.
We are not responsible for pre-existing structural defects, damp, rotten timber, defective lintels, hidden services or other defects that could not reasonably have been identified before work commenced.
If additional work becomes necessary because of previously hidden conditions, we will explain the issue and discuss any additional work and costs before proceeding wherever reasonably possible.
10. Product Appearance
Natural variations may occur between product samples, photographs, brochures, online images and finished products.
Colours may also appear differently depending on lighting, screens and surrounding materials.
Due to ongoing product development, manufacturers may make minor technical changes to products, components or hardware where these changes do not materially reduce the performance or quality of the product.
11. Glazing
Double or triple glazing does not guarantee the complete elimination of condensation.
Condensation depends on several factors including internal humidity, ventilation, heating and external temperatures.
Glass is manufactured to recognised industry standards. Minor visual imperfections that fall within applicable manufacturing and industry standards are not necessarily considered defects.
12. Guarantees
Where applicable, products are covered by the relevant manufacturer’s guarantee.
Our current standard manufacturer guarantee periods, where applicable to the specific product supplied, may include:
- PVC and aluminium frames – up to 10 years
- Sealed glass units – up to 5 years
- Hardware such as locks, hinges and handles – up to 2 years
The exact guarantee applicable to a particular product may vary by manufacturer and product type. Where there is any difference, the guarantee provided with or specified for the particular product will apply.
Guarantees are additional to, and do not replace or restrict, the Customer’s statutory rights.
Guarantees do not normally cover damage caused by misuse, accidental damage, lack of reasonable maintenance, unauthorised alteration or repair, impact, chemical damage or use of the product for a purpose for which it was not designed.
13. Faults and Aftercare
If you believe there is a fault with a product or installation, please contact us as soon as reasonably possible and provide your name, address, order or invoice number and, where appropriate, photographs or videos showing the issue.
We will assess the reported issue and, where we are responsible, take appropriate action in accordance with your statutory rights and any applicable guarantee.
Goods supplied to consumers must meet applicable statutory requirements, including being as described, of satisfactory quality and fit for purpose where the relevant legal requirements apply. Installation services must be carried out with reasonable care and skill.
14. Customer-Supplied or Third-Party Work
HOUSE WINDOWS & DOORS LTD cannot accept responsibility for defects or damage caused by work undertaken by the Customer or by third-party contractors.
Any building work required before installation must be completed to the dimensions and requirements agreed for the products being installed.
The Customer should inform us before installation of any known hidden services, structural issues or other circumstances that could affect the work.
15. Planning Permission and Approvals
Unless expressly included in our quotation, the Customer is responsible for obtaining any planning permission, listed building consent, conservation area consent, landlord approval or other permissions required for the work.
Where HOUSE WINDOWS & DOORS LTD has expressly agreed to arrange a particular approval or certification, this will be stated separately in the quotation or order documentation.
16. Cancellation
Cancellation rights depend on the circumstances in which the contract was entered into and the type of goods or services ordered.
Certain goods manufactured to the Customer’s individual specification or clearly personalised may be exempt from the usual cancellation rights applicable to distance or off-premises contracts.
However, the fact that an item is manufactured after an order is placed does not automatically mean that it is legally considered bespoke; this depends on the particular specification and circumstances. Official government guidance makes this distinction.
If you wish to cancel an order, you should contact HOUSE WINDOWS & DOORS LTD in writing as soon as possible.
Where cancellation is permitted, any reasonable cancellation charge or deduction will reflect circumstances such as work already performed, products already manufactured or ordered, and costs or losses reasonably incurred as a result of the cancellation, subject to applicable consumer law. CMA guidance states that cancellation charges and retention of deposits must be fair rather than disproportionate.
Nothing in this section limits any cancellation rights provided to consumers by law.
17. Events Outside Our Reasonable Control
We will not be responsible for delay or failure to perform an obligation where this results from circumstances genuinely outside our reasonable control.
Such circumstances may include severe weather, transport disruption, shortages of materials, manufacturer disruption, industrial action or other events which could not reasonably have been avoided.
We will take reasonable steps to minimise the effects of such circumstances and keep the Customer informed where an order is materially affected.
Nothing in this section removes any rights or remedies that the Customer has under applicable consumer law.
18. Liability
Nothing in these Terms and Conditions excludes or restricts liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence or liability that cannot lawfully be excluded under consumer protection legislation.
We are not responsible for losses caused by circumstances for which HOUSE WINDOWS & DOORS LTD is not responsible, including pre-existing defects in the property or work carried out by third parties.
These Terms do not exclude or restrict the Customer’s statutory rights.
This wording is important because UK consumer guidance specifically warns against broad clauses attempting to remove a trader’s responsibility for faulty goods, poor service or failure to perform contractual obligations.
19. Complaints
We aim to resolve problems fairly and as quickly as reasonably possible.
Complaints should be submitted to:
HOUSE WINDOWS & DOORS LTD
34A High Street
Kirkcaldy, Fife, KY1 1LU
Email: info@housewindowsdoors.co.uk
Telephone: 01592 725494
Please provide your name, installation or delivery address, order/invoice number and details of the issue.
20. Governing Law
These Terms and Conditions and any contract between the Customer and HOUSE WINDOWS & DOORS LTD are governed by the applicable laws of Scotland where Scottish law applies.
Nothing in these Terms affects any mandatory rights a consumer may have regarding the courts or jurisdiction in which a claim may legally be brought.
21. General
If any provision of these Terms and Conditions is found to be invalid or unenforceable, this will not affect the remaining provisions.
Any agreed variation to the order should be confirmed in writing.
These Terms and Conditions should be read together with the Customer’s quotation, order confirmation and invoice.
Last updated: August 2026