Direct Glazing – Warranty & Guarantee Policy

Direct Glazing – Warranty & Guarantee Pol

1. Introduction

Direct Glazing is committed to supplying and installing products to a high standard in accordance with applicable UK legislation, industry guidance, and good practice.

This policy sets out the terms, duration, and conditions of all guarantees provided by Direct Glazing.

This guarantee is provided in addition to, and does not affect, your statutory rights under applicable UK law, including the Consumer Rights Act 2015.

2. Scope of Guarantee

Supply & Installation

Where Direct Glazing both supplies and installs a product, the guarantee covers:

The product supplied
The installation workmanship

Where applicable, installations are covered under the FENSA scheme.

Supply Only

Where Direct Glazing supplies products only:

The guarantee applies strictly to the product supplied
No responsibility is accepted for installation, performance, or damage following third-party handling, storage, or installation

Third-Party Interference

Any alteration, adjustment, repair, or interference by a third party without prior written consent from Direct Glazing will:

Immediately void all associated guarantees

Payment Condition

All guarantees are:

Conditional upon full payment being received
Void where payment is not made within agreed invoice terms

3. Domestic Customers (Private/Homeowners)

Transferability

FENSA-covered installations: transferable in accordance with scheme rules
All other works: non-transferable and valid only for the original customer

Guarantee Periods (Domestic)

Frames (FENSA installations only)

10 years from installation date

Sealed Units (Glass)

5 years from installation or invoice date (whichever applies)
Excludes:
Nickel sulphide inclusion
Spontaneous breakage
Impact or forced entry

Hardware (including but not limited to locks, hinges, handles, gearboxes, cylinders, restrictors, vents, letterboxes, and moving parts)

1 year from installation or invoice date

4. Business-to-Business (B2B) / Trade Customers

For all trade, builder, or supply-only customers:

The guarantee is strictly with the purchasing entity named on the invoice
It does not extend to the end user

Guarantee Periods (B2B)

All products (including uPVC, aluminium, composite doors, glass, and hardware):
1 year from invoice date
Non-FENSA works (including sealed unit replacements, mirrors, balustrades, splashbacks):
- Glass: 1 year
- Hardware: 1 year

5. Replacement, Repairs & FOC Remakes

Where a product, component, or unit is:

Repaired
Replaced
Remade
Supplied free of charge (FOC)

This shall not:

Constitute a new contract
Restart, extend, or renew the original guarantee

The original guarantee period remains in force from the original invoice or installation date, and only the remaining duration of that guarantee will apply.

No new guarantee period will be issued under any circumstances for replacement or remedial works carried out under an existing claim.

6. Exclusions from FENSA

FENSA certification does not apply to:

Conservatories or orangeries
New builds
Flats or buildings above 18 metres
Porches with internal doors or unheated spaces
Extensions
Repairs or partial replacements
Commercial buildings
Conversions from commercial to residential

These works are covered solely under this policy and not under FENSA.

7. Reduced Sightline Sealed Units

Reduced sightline units:

Have reduced sealant
Have increased risk of failure

Accordingly:

No guarantee is provided for reduced sightline double or triple glazed units (retail or B2B)
By requesting such products, the customer accepts full responsibility for their performance and lifespan

8. Conditions of Guarantee

This guarantee is valid only where:

Full payment has been made within agreed terms
Proof of purchase (invoice number) is provided
Products are used, maintained, and cleaned appropriately
Products are stored correctly prior to installation
No unauthorised third-party work has been carried out

Direct Glazing accepts no liability for:

Incorrect installation by others
Improper storage or handling
Environmental or structural factors outside our control

9. What Is Covered

Manufacturing defects
Installation defects (where installed by Direct Glazing)
Sealed unit failure (misting between panes), subject to exclusions

Replacement will only be carried out where defects are:

Verified by Direct Glazing
Within the guarantee period
Visible under GGF standards (see Section 11)

10. What Is Not Covered

The following are expressly excluded:

General wear and tear
Cosmetic issues reported after 48 hours
Misuse, neglect, or poor maintenance
Structural movement or subsidence
Impact damage or vandalism
Break-ins or forced entry
Spontaneous glass breakage
Reduced sightline unit failure
Incorrect silicone or sealant use

Where silicone contamination is suspected:

Testing may be carried out at £550 + VAT, payable by the customer

11. Glass Visual Quality (GGF Standards)

Inspection must be carried out:

From at least 2 metres away
From inside the room
Not in direct sunlight

Any marks not visible under these conditions:

Are considered acceptable
Do not qualify for replacement

12. Service Hours

Warranty work is carried out:

Monday to Friday
8:00am – 4:00pm

No:

Emergency call-outs
Out-of-hours services

Third-party call-out costs are not covered.

13. Making a Claim

To make a claim, contact:

📧 Warfieldglassltd@aol.com
📞 01344 625 733

Provide:

Invoice number
Photographic evidence
Description of issue
Date first noticed

Failure to provide adequate information may delay or invalidate a claim.

14. Limitation of Liability

Direct Glazing shall not be liable for:

Indirect or consequential losses
Loss of use, income, or business
Costs incurred by third parties

Liability is strictly limited to:

Repair, replacement, or supply of the defective product only

Last Updated: 29/04/26