Returns Policy
No Cancellations: Once Your Order has been placed and production has begun, cancellations are not permitted due to the bespoke nature of our goods. However, if you wish to cancel Your Order and contact us within 24 hours of placing it, we may allow cancellation if production has not yet started. (Clause 6.1)
No Returns: As the goods are made to order according to your specifications, returns are not accepted. (Clause 6.2)
Effect: You will be unable to cancel Your Order or return the goods once production has commenced, even if you change your mind or circumstances change.
Limitations on Warranty
Limited Warranty: The manufacturer's warranty has specific conditions and exclusions.
Exclusions: The warranty may not cover damage caused by improper installation, misuse, environmental factors, or modifications made after delivery.
Effect: You may not be able to claim under the warranty for certain types of defects or damages, and you must comply with all warranty conditions to be eligible for remedies.
Ordering Process
Providing Specifications
When placing Your Order on our website, you will be prompted to select from several predefined options, including glazing type, size, finish, material, and left or right-hand orientation. You are responsible for ensuring that all specifications you choose are accurate and complete before submitting Your Order.
Accuracy of Information
We rely on the accuracy of the specifications you provide. Any errors or omissions in the details supplied by you may impact the final product. We are not liable for any issues caused by inaccurate or incomplete information provided during the ordering process.
Order Confirmation
Upon successful payment, you will receive an order confirmation via email. This confirmation will outline the details of Your Order, including the specifications you selected. It signifies our acceptance of Your Order and serves as the final agreement between you and us regarding the goods to be produced.
Cancellation and Refund Policy
No Cancellations
Due to the bespoke nature of the goods, cancellations are not permitted once production has begun. However, if you wish to cancel Your Order and contact us within 24 hours of placing it, we may allow cancellation if production has not yet started.
No Returns
As the goods are made to order according to your specifications, returns are not accepted. Please ensure that the specifications provided are accurate prior to placing Your Order.
Refunds
Refunds are only available in accordance with clauses 9 and 10 concerning defective or damaged goods.
Notification of Damage Upon Delivery
You are required to inspect the goods immediately upon receipt. If you notice any damage to your goods, please notify the delivery driver immediately at the time of delivery.
Damage Claims Within 24 Hours
If damage is noticed after delivery, you must contact us within 24 hours from the time of delivery. You are required to provide at least 3 photos showing the original packaging and 3 photos showing the damage to the product for our assessment. Damage claims made after this 24-hour period cannot be accepted, as we cannot verify when or how the damage occurred. You must retain the goods in the condition in which they were received and not attempt any repairs or modifications.
Inspection Prior to Installation
It is crucial that your tradesperson inspects the goods before installation. We are not responsible for any damages that occur during or after installation.
Order Cancellations by Us
We reserve the right to cancel Your Order at any time for reasons including, but not limited to, the unavailability of the product, errors in pricing or product descriptions on our website, or issues with the information provided in Your Order. Should Your Order be cancelled, we will notify you promptly via email and/or phone. We will make every effort to resolve the matter to your satisfaction, including providing alternative options or issuing a full refund where applicable.
Manufacturer’s Warranty for Faulty Goods
Goods that are found to be faulty due to manufacturing defects are covered by the manufacturer’s warranty. In such cases, after-sales support is typically handled by the manufacturer. Please refer to the manufacturer’s warranty card or contact us for assistance in getting in touch with the supplier.
Warranty Claims and Refunds
Assessment Process
Upon receiving notification of a defect or damage, we will initiate an assessment to determine the appropriate course of action. This may include requesting additional details, such as photos or videos of the defect, and verifying the claim with the manufacturer if necessary. We will aim to resolve your claim promptly, but timeframes may vary depending on the complexity of the issue and manufacturer involvement.
Retention and Inspection
You are required to retain the goods in the condition in which they were received and allow us or our appointed representative reasonable access to inspect the goods for verification purposes. This includes ensuring the goods are not altered, installed, or used before the inspection is complete. We reserve the right to deny claims if goods are found to have been altered or mishandled.
Refunds for Defective Goods
(i) If, after assessment, we or the manufacturer determines the goods are defective or damaged due to our or the manufacturer’s fault, we will issue a refund to the amount as determine by the appropriate insurer but, limited to the purchase price of the goods.
Once a refund has been approved by us or the manufacturer, we will process the refund within 14 days, and you will be notified by email. Refunds may take several business days to appear in your account, depending on your payment method, your bank or payment provider's policies.
Partial Refunds
In cases where only part of the goods are defective, or a defect is minor, we may offer a partial refund or another form of compensation, such as a discount or credit, as an alternative to a full refund.
Replacements
As our goods are bespoke, replacements are generally not offered. In cases where a replacement is available, we will notify you of the availability and estimated delivery time for the replacement item.
