At National Glazing Solutions Ltd, we aim to make the ordering process as clear and straightforward as possible. Because many of our doors and windows are manufactured specifically to the customer’s requirements, it is important that customers understand our cancellation, returns and refund procedures before placing an order.
1. Bespoke and Made-to-Measure Products
Many of our aluminium doors, aluminium windows, uPVC doors, uPVC windows and composite doors are manufactured to the customer’s specific requirements.
This may include, but is not limited to:
- Bespoke width and height measurements
- Colour and finish
- Door or window configuration
- Number of panels
- Opening direction
- Glass specification
- Handles and hardware
- Threshold and cill options
- Other customer-selected specifications
Where a product is genuinely made to the customer’s specification or clearly personalised, the statutory 14-day change-of-mind cancellation right that normally applies to qualifying online consumer purchases may not apply.
This does not affect the customer’s statutory rights in relation to goods that are faulty, not as described or otherwise fail to meet the requirements of applicable consumer
law.
2. Before Production
Before manufacturing begins, customers should carefully check all information supplied to us, including:
- Width and height measurements
- Product type
- Colour
- Configuration
- Opening direction
- Glazing specification
- Hardware
- Threshold
- Cill
- Any other options included in the order
Where applicable, we may provide a manufacturing specification or drawing for customer approval.
Production will normally proceed once the required specification has been confirmed or approved.
Customers should notify us as soon as possible if they believe any part of the specification is incorrect.
3. Changes or Cancellation Before Production
If you need to change or cancel an order, please contact us as soon as possible. We will consider requests made before production has started.
Once a bespoke product has entered production, changes or cancellation may no longer be possible because the product may have been manufactured specifically for the customer.
Where applicable, any cancellation or payment consequences will depend on the circumstances and the terms of the contract. We will not impose charges that are unfair or disproportionate.
4. Incorrect Measurements Supplied by the Customer
Where the customer or their appointed contractor provides the measurements for a made-to-measure product, the customer is responsible for checking that the measurements supplied to us are accurate and suitable for the intended installation.
We strongly recommend that measurements are checked by a suitably competent person before an order is confirmed.
If we manufacture a product in accordance with the measurements and specification approved by the customer, but the customer’s measurements are subsequently found to be incorrect, this may affect the available remedies.
This does not affect any statutory rights that may apply where the product itself is defective, incorrectly manufactured or does not correspond with the agreed specification.
5. Faulty, Damaged, Incorrect or Misdescribed Goods
Nothing in this policy affects your statutory consumer rights. If your product:
- Arrives damaged
- Is defective
- Is the wrong product
- Does not match the agreed specification
- Ismateriallydifferent from its description
- Does not meet applicable legal requirements pleasecontactus as soon as reasonably
We may ask for photographs, measurements, videos or other information to help us investigate the issue.
Depending on the circumstances and your legal rights, the appropriate remedy may include repair, replacement, price reduction or refund.
6. Damage During Delivery
We take care to protect products during transportation.
Customers should inspect the goods as soon as reasonably possible after delivery. If visible damage is identified, please:
- Takeclear photographs of the
- Takephotographs of the packaging and any visible
- Contact us as soon as reasonably
- Keepthe packaging and damaged components where possible until we advise otherwise.
Prompt reporting helps us investigate delivery damage and deal with any carrier
claim efficiently.
Any request to report damage promptly does not remove or restrict statutory consumer rights.
7. Standard / Non-Bespoke Products
If we sell a product that is not made to the customer’s specification or personalised for that customer, different cancellation and return rights may apply.
Where statutory cancellation rights apply to an online consumer purchase, we will provide the required cancellation information and explain the applicable procedure.
The applicable cancellation period and return arrangements will depend on the product and the circumstances of the order.
8. Refunds
Where a refund is legally or contractually due, we will process it using the applicable payment method and within the applicable legal timeframe.
Where a customer is exercising a statutory cancellation right, the refund arrangements will be handled in accordance with applicable consumer law.
Any refund entitlement relating to faulty, incorrect or misdescribed goods will be considered in accordance with the customer’s statutory rights and the circumstances of the case.
9. How to Contact Us
If you need to discuss a cancellation, return, damaged product, fault or other issue relating to an order, please contact National Glazing Solutions Ltd using the contact details provided on our website.
Please include your:
- Name
- Order/reference number
- Product details
- Description of the issue
- Photographs or videos where relevant
This will help us investigate your request as quickly as possible.
10. Your Statutory Rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or limit any statutory rights that cannot legally be excluded or limited.
Where applicable, your rights under UK consumer law remain unaffected.
For further information about consumer rights, customers can consult official UK government guidance or seek independent legal advice.
Important Note
Our products are frequently made to individual customer specifications. Customers should therefore carefully review their quotation, measurements, product configuration and manufacturing specification before approving an order for production.
Where a customer is unsure about any aspect of an order, we recommend contacting us before production begins.