Terms & Conditions
1. Definitions
In these conditions of sale, the “Company” means D.L Windows Limited, whose office is at 7 William St, Porte Marsh Industrial Estate, Calne SN11 9BN. The “Customer” means the person, firm, or company from whom an order is accepted by the Company. “Goods” or “Products” means goods or services which are the subject of such an order, whether placed verbally, electronically, or in writing.
2. Payment Terms
The total outstanding balance is payable immediately after practical completion or delivery in accordance with the terms of the Contract. In the event of a remedial visit being required, 10% of the outstanding balance shall be held until completion. Payment is to be made to the installer on the day of completion in cash, cheque (payable to the Company), bank transfer, or over the phone. Any outstanding balances not paid in full by the Customer on the completion day of the installation will be compounded at a monthly interest rate of 4% above base rate. For conservatories and building contracts, stage payments apply and must be cleared before proceeding to the next stage. These payments will be due when invoiced. Failure to pay on time may result in loss of guarantee and FENSA/build control registration.
3. Survey and Lead Times
This order is accepted by the Company subject to a final technical survey, which will be carried out in daylight hours. Lead times quoted commence once final sign-off and deposit have been received.
4. Survey Requirements and Conditions
To carry out the Survey of any apertures:
– Window systems must be satisfactorily complete. If incomplete, the Survey will be rescheduled and a £75 + VAT fee per aperture will apply.
– Floor systems must be at least to a screed level finish. If a datum is provided and deemed inaccurate, the Survey will be rescheduled and a £100 + VAT fee will apply.
– Rooflight systems must be pre-formed. If not, you must either:
a) provide final size dimensions and take full responsibility for them; or
b) reschedule the Survey, incurring a £150 + VAT fee.
– Tolerances must be allowed when forming apertures for the Goods. The Company is not liable for incorrect apertures, finishes, or floor heights.
– Once completed, the Survey report will be sent for approval. Upon confirmation, your order will be processed.
– If the Survey identifies structural issues, access problems, or discrepancies with Building Regulations, or if
measurements differ from those quoted, the Company may:
a) issue a variation form with a revised quote;
b) propose staged works with stage payments or additional contracts;
c) terminate the Purchase Order and refund your deposit.
5. Order Amendments
If you wish to alter any details on the Purchase Order, written notice must be given no later than two working days after the Survey.
6. Right to Cancel
The Company reserves the right to cancel the order if the surveyor determines that the Company cannot fulfil its obligations within the Contract price. In such cases, any deposit or monies paid will be refunded in full.
7. Notification of the Customer’s Right to Cancel
Off-Premises Orders:
Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel this contract within 14 days without giving any reason. The cancellation period expires 14 days from the day you place the order (either by signing a paper contract or confirming electronically). Bespoke goods are excluded from cancellation rights. If cancelled, DL Windows Ltd will refund all payments excluding the cost of bespoke products, and may deduct for any loss in value due to handling. Refunds will be made within:
14 days of receiving returned goods, or 14 days of proof of return, or 14 days of cancellation notice (if no goods supplied). If services begin during the cancellation period, a pro-rata charge applies, including a £200 survey fee if waived.
On-Premises Orders:
These are not covered by the 2013 Regulations. Products that are bespoke are non-cancellable. Cancellation may be accepted within 7 days, if: No bespoke products have been manufactured. No survey has been carried out. If accepted, a £200 admin fee and £200 survey fee apply. To cancel send a clear written statement (letter, email, etc.) to:
DL Windows Ltd
7 William St, Porte Marsh Industrial Estate, Calne SN11 9BN
info@dl-windows.co.uk
01249 464999
8. Acknowledgement and Accuracy
The Customer acknowledges that all items and diagrams in the contract and subsequent survey have been checked and are correct. Any samples, drawings, advertising, or descriptions are for illustrative purposes only and do not form part of the contract. Technical drawings relating to glass and profile specifications are available on request. The survey supersedes the original contract.
9. Risk and Reporting
Risk shall pass to the Customer when Goods leave the Company’s premises (if collected by the Customer), or upon installation by the Company. Damages or shortages must be reported within 48 hours of delivery or installation.
10. Ownership of Goods
Ownership of the Goods remains with the Company until full payment has been received and cleared through the Company’s bank account. The Company reserves the right to repossess or dispose of the Goods until such time.
11. Access and Bespoke Products
The Customer agrees to permit access to the Company, its employees, and contractors to the installation address at all reasonable times to carry out scheduled works. If, within 28 days of being advised that the Company is ready to install, the Customer has not agreed to an installation date, the balance of the bespoke product cost becomes immediately payable.
12. Utilities
The Customer will provide free use of a reasonable amount of water and electricity during installation.
15. Property Care and Decoration
The Company will take all reasonable care of the Customer’s property during installation but cannot accept liability for re-decoration or finishing works beyond the standard finish achieved with internal and external trims.
16. Unforeseen Structural Issues
The contract price does not include repair or replacement of rotten timber, defective lintels, hidden services, hazardous materials, or other structural defects unless specified. These will be quoted separately and require additional payment.
17. Fixtures and Site Preparation
The Company does not undertake the movement of services, fixtures, or fittings unless specified. The Customer must remove all household fixtures before installation. The Company is not responsible for damage to items not removed and may charge for wasted time if work cannot proceed.
18. Third-Party Interference
If a third-party contractor prevents installation, the Company may leave the site immediately. Installation will be rescheduled at the Company’s convenience once the site is safe. A rearrangement fee of £600 + VAT will apply.
19. Removal of Existing Materials
No guarantee is given that existing materials can be removed intact or reused. These will be disposed of under license unless instructed otherwise. The Company will protect and clean working areas but is not responsible for small fragments or particles.
20. Finance Approval Clause
If the order is signed subject to finance approval, it may only be cancelled upon written confirmation of finance refusal. The contract will then be void and any deposit refunded less expenses incurred.
21. Delivery and Installation Timing
Delivery or installation periods quoted are estimates. If the contract is not completed within the specified period, the Customer may serve written notice requiring completion within six weeks. If work has not started, the Customer may cancel without penalty. If work has started, a pro-rata charge will apply. The Company is not liable for delays beyond its control.
22. Limitation of Liability
The Company’s liability for any breach, delay, or non-performance shall be limited to the price of the Goods in the relevant order. The Company reserves the right to terminate the contract without compensation.
23. Condensation and Atmospheric Conditions
No guarantee against condensation is implied or given. Temporary misting of external panes may occur due to insulation and is not a defect.
24. Guarantee Coverage and Maintenance
The Company will repair or replace defective goods due to faulty materials or workmanship, provided full payment is made and maintenance is carried out. See exclusions below.
Exclusions from Guarantee Coverage:
– Accidental damage, misuse, or neglect.
– Structural modifications affecting installation integrity.
– Cosmetic wear and tear or expected deterioration over time.
– Issues caused by third-party repairs or unauthorized alterations.
– Extreme weather conditions affecting product performance or installation.
– Existing issues with the building fabric that impact installation or product performance.
– Decoration or finishing works beyond the standard finish achieved with internal and external trims.
25. Glass Quality and Imperfections
The Company ensures high-quality glass but cannot accept liability for manufacturing imperfections as defined by the Glass and Glazing Federation.
26. VAT
VAT will be calculated at the rate in force at the time of order. Changes in VAT rate will be reflected in the final balance.
27. Planning and Legal Consents
The Customer is responsible for obtaining all necessary consents. If work commences without consent, the Customer is liable for all resulting costs.
28. Statutory Rights
Nothing in these terms excludes or restricts the statutory rights of the Customer.
29. Maintenance & Aftercare
– A maintenance manual will be provided.
– DL Windows Ltd offers a free first-year service.
– Failure to arrange this service may result in chargeable repairs if issues are related to lack of maintenance.
30. Dispute Resolution
If a dispute arises regarding payment, guarantees, or workmanship, DL Windows Ltd will follow these steps:
1. Initial Communication – The customer must notify DL Windows Ltd in writing.
2. Mediation – An attempt will be made to resolve the issue without legal action.
3. Formal Review – If mediation fails, an independent industry expert may assess the claim.
4. Legal Action – If resolution is not reached, parties may proceed with court or arbitration.
DL Windows Ltd reserves the right to suspend service or legal proceedings until outstanding payments are settled.
31. Complaints Procedure
If a customer has a complaint, they should contact DL Windows Ltd via:
– Phone: Calne – 01249 464999 | Swindon – 01793 683883
– Email: info@dl-window.co.uk
– Post: 7 William Street, Porte Marsh Industrial Estate, Calne, SN11 9BN
32. DL Windows Ltd will:
– Acknowledge complaints within 5 working days.
– Investigate and provide a resolution within 12 weeks, or explain delays if necessary.
– If unresolved, customers may escalate complaints to the Financial Ombudsman Service.