Terms & Conditions Policy | Direct glazing

Direct Glazing – Terms & Conditions

1. Acceptance of Terms

By placing an order with Direct Glazing or using our services, you agree to these Terms & Conditions in full. If you do not agree, you must not proceed with your order.

2. Orders & Payments

2.1 All orders are subject to availability and formal acceptance by Direct Glazing.
2.2 Prices are confirmed at the time of order. We reserve the right to amend prices for future orders without prior notice.
2.3 Unless otherwise agreed in writing, all goods and services must be paid for in full before collection, delivery, or installation.
2.4 Failure to pay within the agreed terms will invalidate any warranty or guarantee.
2.5 For all orders under £500 (excluding account customers), payment must be made in full upfront at the time of order before any processing or production begins. No exceptions.
2.6 All orders, amendments, and instructions must be confirmed in writing via email. Direct Glazing does not accept verbal or telephone instructions under any circumstances.

2.7 Bespoke Products & Cooling-Off Period

All Direct Glazing products are made-to-order bespoke items. They are manufactured to your individual specifications and are not off-the-shelf.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day cooling-off period does not apply to bespoke or personalised goods.
By placing an order and paying a deposit, you give Direct Glazing express consent to begin work immediately.
You confirm that you understand and accept that once production has started, you have waived your right to cancel the order.
Cancellations may only be accepted if production has not yet begun and written notice is received within 24 hours of order placement.

3. Measurements & Customer Responsibility

3.1 If our team conducts the survey and measurements, we will accept responsibility for ensuring the goods fit as intended.
3.2 If the customer provides their own measurements, the customer accepts full responsibility for accuracy. Customers are advised to double-check all measurements before placing an order, as errors cannot be rectified once manufacturing has commenced.
3.3 Direct Glazing is not liable for incorrect sizes where we did not carry out the measurements. No refund, replacement, or return will be offered in such cases.
3.4 Measurement Information on Quotes: For commercial and legal reasons, Direct Glazing does not provide final production measurements on quotes, even where a survey has been carried out. Quoted dimensions are indicative only and must not be used for placing orders with third parties. Final sizes are confirmed internally by us once an order is placed and paid for.

4. Delivery & Installation

4.1 Delivery and installation dates are estimates and not guaranteed.
4.2 We are not responsible for delays caused by circumstances beyond our control (e.g., supplier issues, transport delays, extreme weather).
4.3 Nationwide delivery is available, with charges applied at checkout. Installation is only available within specified service areas unless otherwise agreed.

5. Returns & Refunds

5.1 All bespoke products are non-returnable unless faulty or damaged upon arrival.
5.2 Our full Returns Policy is available separately on our website and forms part of these Terms.
5.3 If goods are faulty due to manufacturing or installation error, we will arrange repair or replacement.
5.4 If damage or faults occur due to customer tampering, misuse, alteration, or third-party interference after delivery or installation, no refund or free repair will be provided.

6. Site Preparation & Post-Installation Finishing

6.1 Clear Access to the Work Area
It is the customer’s responsibility to ensure that the work area is clear, accessible, and safe prior to our team’s arrival. This includes (but is not limited to) the removal of:

Blinds, curtains, and window dressings.
Furniture, ornaments, and personal belongings from the immediate working area.

6.2 Non-Removal Policy
Direct Glazing does not undertake the removal of blinds, curtains, large furniture, or other obstructions. If our installation team arrives and the working area is not adequately prepared, the installation will be postponed. The customer will be responsible for arranging a new installation date, and any additional costs incurred due to the delay may be charged.

6.3 Decorating & Finishing Work
Direct Glazing are glazing and installation specialists and do not carry out painting, decorating, or other cosmetic works. Following installation, you may be required to employ a professional painter/decorator to complete any necessary touch-ups, redecoration, or cosmetic finishing around the installation area. This is considered a normal part of the installation process and is not included in our service.

6.4 We are not responsible for damage or deterioration to existing décor, plaster, paintwork, or finishes that may occur during the removal of old products or the fitting of new products, where such issues are unavoidable in the normal course of installation.

6.5 For health, safety, and insurance reasons, customers, family members, friends, and pets are strictly prohibited from entering the designated working area, office, or factory during installations or site work. Failure to comply may result in work being postponed or cancelled.

6.6 Furniture, Blinds & Customer Property
Direct Glazing does not undertake the removal or repositioning of furniture, blinds, curtains, or other household/property items unless this is explicitly included in the written quote or fitter’s sheet.
Where such removal has been agreed in writing, the customer accepts that Direct Glazing and its staff will take reasonable care, but we will not be held liable for any damage, marks, scratches, or breakages that may occur during the process.
It is the customer’s responsibility to protect, cover, or move items of value before work begins.

6.7 Accidental Damage During Installation
Direct Glazing will take all reasonable care during installation. If, despite this, the product itself (e.g., glass unit, frame, or associated materials) is damaged during fitting, we will replace or repair the product at no additional cost to the customer.
We cannot accept liability for damage to surrounding property, furniture, décor, fittings, or external features (including but not limited to floors, tables, swimming pools, garden areas, or landscaping) unless caused by proven negligence by our staff.
It is the customer’s responsibility to protect or remove items of value from the installation area prior to works commencing.

7. Product Warranty

7.1 Warranty details are available on our Guarantee Page.
7.2 The warranty does not cover:

General wear and tear.
Damage caused by misuse, neglect, or failure to follow care instructions.
Damage caused by unauthorised repairs, alterations, or modifications after installation.

8. Liability

8.1 We cannot exclude or limit our liability for death or personal injury caused by our negligence, fraud, or breach of statutory rights under UK law.
8.2 Once goods have been delivered and/or installed, Direct Glazing accepts no liability for injury, damage, or loss arising from:

Customer or third-party alterations, tampering, or misuse.
Failure to maintain the product as instructed.
Use of the product in a way it was not intended for.
8.3 It is the customer’s responsibility to ensure that installed products are used safely and appropriately once handed over.

9. Unforeseen Works & Safety Compliance

9.1 During installation, if our team identifies any unforeseen issues, safety hazards, or legal compliance requirements not apparent at the time of quoting (including but not limited to the need for new or replacement structural supports such as lintels; removal of hazardous materials; or repair/replacement of surrounding frameworks), we will inform you as soon as possible.
9.2 Any additional work required to meet legal standards, building regulations, or to ensure the safe and proper installation of your product will be charged at our standard rates. These additional costs will be added to your final invoice and must be paid in full before the installation is deemed complete. All such additional works will be documented and approved by the customer before proceeding where possible, unless urgent safety concerns require immediate action to prevent damage or injury.
9.3 If you choose not to proceed with the required work, Direct Glazing reserves the right to halt installation for safety reasons. In such cases, you will still be liable for the cost of all work and materials supplied to date.

10. Warranty Service Hours & Emergency Situations

10.1 Warranty and guarantee services are available strictly during our standard business hours: Monday to Friday, 8:00am – 4:00pm, excluding public holidays.
10.2 We do not provide emergency call-out services outside of these hours. If you experience an urgent issue, such as being locked out of your property, you will need to arrange assistance from a qualified locksmith or relevant professional at your own cost. We will endeavour to assist during the next available business hours.
10.3 Any costs incurred for third-party emergency services are not covered under the Direct Glazing warranty or guarantee.
10.4 By purchasing from us, you acknowledge and agree that our warranty does not extend to 24/7 emergency support, and we cannot be held liable for any losses, damages, or inconvenience resulting from events occurring outside our business hours.

11. Intellectual Property

All text, images, designs, and branding on our website and materials remain the intellectual property of Direct Glazing and cannot be copied or reproduced without permission.

12. Governing Law

These Terms & Conditions are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Data Protection & GDPR Compliance

13.1 Direct Glazing is committed to protecting your personal data and complying with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
13.2 Please refer to our Privacy Policy for full details on how we process, store, and protect your personal data.

14. Changes to These Terms

We may update these Terms at any time. Changes will be published on our website and apply to orders placed after the updated date.

Last Updated: 01/09/2025