Direct glazing – Terms & Conditions
Last Updated: 05/10/26
1. Acceptance of Terms
By placing an order with Direct Glazing, requesting a quotation, or engaging any of our services, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions in full.
These Terms and Conditions form the entire agreement between Direct Glazing and the customer and override any prior discussions, representations, or agreements unless confirmed in writing.
No variation, amendment, or addition to these Terms shall apply unless agreed in writing by an authorised representative of Direct Glazing.
If you do not agree to these Terms and Conditions, you must not proceed with your order.
2. Orders, Quotations and Pricing
2.1 Orders and Contract Formation
All orders are subject to availability and formal written acceptance by Direct Glazing.
A contract shall only be formed when:
The order has been confirmed in writing; and
Any required deposit or payment has been received
Direct Glazing reserves the right to refuse any order prior to acceptance without liability.
2.2 Written Quotations Only
Direct Glazing does not provide or honour verbal quotations or estimates under any circumstances.
All pricing must be:
Provided in writing
Issued via official company email
Any pricing discussed verbally or informally is provided for guidance only and is not binding.
2.3 Accuracy of Quotations
All quotations are based on the information available at the time, including but not limited to:
Sizes and measurements
Product specifications
Site conditions
Customer-provided details
Where:
Measurements are approximate
Sizes are estimated
Information is incomplete or incorrect
Direct Glazing reserves the right to amend pricing once accurate details are confirmed.
2.4 Site Survey and Final Pricing
Where installation is included, a site survey may be required prior to processing the order.
Following survey, pricing may increase or decrease depending on:
Verified measurements
Structural conditions
Access requirements
Compliance or safety requirements
Any revised quotation will be issued in writing and must be accepted before works proceed.
2.5 Quotation Variations
Direct Glazing provides up to three quotations free of charge for the same scope of work.
Where multiple variations are requested for the same product or project (for example, multiple bifold door configurations), any additional quotations will be subject to a charge of £50 + VAT per quotation.
This applies only to repeated variations of the same product and does not apply to separate or unrelated works.
Quotation fees may be deducted from the final order value if the customer proceeds.
2.6 Quotation Validity
All quotations remain subject to change until:
A formal order has been placed; and
Payment has been received
Direct Glazing reserves the right to amend or withdraw any quotation prior to acceptance.
3. Payments, Deposits and Cancellations
3.1 Payment Terms
Unless otherwise agreed in writing:
Full payment is required prior to collection, delivery, or installation
Direct Glazing reserves the right to request staged payments for larger or ongoing works
Failure to make payment within agreed terms may result in:
Immediate suspension of works
Delay or cancellation of delivery or installation
Withholding of goods
Invalidation of warranties and guarantees
Direct Glazing accepts no liability for any delays, losses, or additional costs resulting from non-payment.
3.2 Orders Under £1,000 – Full Payment Upfront
All orders with a total value of less than £1,000, including VAT and any delivery or other agreed charges, must be paid in full at the time the order is placed. This requirement applies to all customers, including approved account customers, and takes priority over any general account or payment terms. Orders totalling exactly £1,000 or more are subject to Section 3.1 and any payment schedule agreed in writing.
No processing, procurement, manufacturing, or scheduling of works will commence until full payment has been received in cleared funds.
This requirement applies to all products and services, including but not limited to:
Glass units
Mirrors
Replacement parts
Supply-only items
Installation works
Payment in full is required due to the bespoke nature of the products supplied, which are manufactured specifically to the customer’s requirements and are not resalable once produced.
By proceeding with an order under this value, the customer acknowledges and agrees that:
The order will not be placed into production until payment has been received
The order will be treated as a confirmed and committed purchase once payment is made
The order is subject to the bespoke goods terms outlined within these Terms and Conditions
Where payment is delayed, Direct Glazing reserves the right to:
Delay processing or manufacturing
Re-quote the order if pricing has changed
Cancel the quotation if the delay is significant
Direct Glazing accepts no liability for any delays, cost increases, or changes resulting from late or non-payment.
Once payment has been received and the order has progressed in line with the bespoke products clause, cancellation, amendments, or refunds will be subject to the terms set out in Section 3.4 (Cancellation and Variations).
3.3 Bespoke Products, Deposits and Customer Acknowledgement
All products supplied by Direct Glazing are bespoke, made-to-measure, and manufactured specifically to the individual requirements of each customer. These products are not off-the-shelf items and are produced based on the exact sizes, specifications, designs, and selections confirmed at the point of order.
Due to the bespoke nature of these goods, once manufactured or processed, they cannot be resold, returned, or reused, and therefore carry specific terms relating to commitment, payment, and cancellation.
Customer Acknowledgement and Agreement
By placing an order and making payment (whether deposit or full payment), the customer expressly confirms and agrees that:
The products being ordered are bespoke and manufactured to their specific requirements
All sizes, specifications, designs, finishes, and selections provided are correct and approved
The order represents a confirmed instruction to proceed with manufacturing and/or procurement
The order will be processed based on the information supplied and confirmed at the time
The customer further acknowledges that any errors, omissions, or changes requested after this point may result in additional costs.
Consent to Commence Work
By placing an order, the customer provides express consent for Direct Glazing to:
Begin processing the order
Procure materials from suppliers
Commence manufacturing or preparation works
This consent applies regardless of whether the order is at design, procurement, or manufacturing stage.
Nature of Bespoke Manufacturing
Customers acknowledge that bespoke products:
Are manufactured specifically for their property or requirements
May involve materials being cut, processed, or altered permanently
Cannot be altered, resized, or repurposed once production has commenced
Cannot be returned or resold once produced
As such, the customer accepts that the order is a committed purchase once processing has begun.
Limitations on Cancellation Rights
Due to the bespoke nature of the goods supplied:
Standard consumer cancellation rights do not apply once production has commenced
The customer’s ability to cancel or amend the order is strictly limited after confirmation
Any cancellation, amendment, or variation request will be subject to the terms outlined in Section 3.4 (Cancellation, Amendments and Variations).
Responsibility for Accuracy
The customer is responsible for ensuring that all information provided, including:
Measurements (where applicable)
Product selections
Design choices
Specifications
are accurate and final at the point of order.
Direct Glazing shall not be liable for any costs arising from incorrect or incomplete information supplied by the customer.
Understanding of Risk and Commitment
By proceeding with the order, the customer acknowledges that:
The order is a committed purchase for bespoke goods
Changes after confirmation may result in additional costs
Cancellation may not be possible without financial implications
The deposit may be retained in accordance with these Terms and Conditions
3.4 Cancellation, Amendments and Variations
All products supplied by Direct Glazing are bespoke and manufactured specifically to the customer’s individual requirements. As such, orders are processed, procured, and manufactured based on the information and approval provided at the time of order confirmation.
Order Confirmation and Commitment
Once an order has been confirmed by the customer and either:
Twenty-four hours have passed from the point of order confirmation; or
Production, procurement of materials, or order processing has commenced
the order shall be considered fully committed and cannot be cancelled without charge.
Cancellation After Commitment
Where a customer requests to cancel an order after this point, Direct Glazing reserves the right to:
Retain the deposit in full or in part
Charge for all materials ordered, manufactured, or allocated
Charge for labour, administrative time, and any associated costs incurred
Recover any financial losses directly resulting from the cancellation
Any refund offered will be limited to costs not yet reasonably incurred and will be assessed by Direct Glazing acting reasonably and in accordance with applicable consumer legislation.
Design Changes and Variations
Where a customer requests changes after order confirmation, including but not limited to:
Changes in size or measurements
Changes in design, configuration, or specification
Changes to glass type, colour, or product selection
This will be treated as a variation to the original order.
Direct Glazing reserves the right to:
Re-price the order based on the revised requirements
Charge for any additional materials, labour, or administration required
Charge for any products already manufactured or ordered that are no longer usable
Apply remake charges where production has already commenced
Remakes and Replacements
Where a product requires remaking as a result of:
Customer-requested changes
Incorrect information provided by the customer
Late amendments after production has commenced
The customer shall be fully responsible for the cost of the remake, including materials, labour, and associated expenses.
Deposits
Deposits are taken as a commitment to proceed with bespoke manufacturing and to cover initial costs incurred by Direct Glazing.
Once production, procurement, or processing has commenced, deposits shall be considered non-refundable.
Deposits may be retained in full or in part to reflect:
Materials ordered or manufactured
Labour and administrative time
Supplier commitments
Loss of opportunity to supply alternative work
Discretion and Fairness
Direct Glazing will assess all cancellation or variation requests on a case-by-case basis and will act reasonably in determining any charges or refunds.
However, customers acknowledge that bespoke products cannot be resold or reused, and therefore costs incurred as a result of cancellation or change will remain the responsibility of the customer.
Nothing within this section is intended to override the customer’s statutory rights under applicable UK consumer law.
3.5 Retention of Title
All goods remain the property of Direct Glazing until paid in full.
4. Measurements, Responsibility and Tolerances
Where Direct Glazing conducts the survey and measurements, responsibility for accuracy rests with the company.
Where measurements are provided by the customer, the customer accepts full responsibility for accuracy.
No refund, replacement, or amendment will be provided where incorrect measurements have been supplied once manufacturing has commenced.
Manufacturing and Installation Tolerances
All products are subject to standard manufacturing and installation tolerances.
Minor variations in:
Size
Alignment
Level
Finish
are normal and do not constitute a defect.
Glass Manufacturing Tolerances
Glass and sealed units are manufactured within accepted industry tolerances.
Unless otherwise agreed in writing, the standard tolerance for glass sizes is:
Plus or minus 2–3 millimetres (+/- 2–3mm)
Variations within this tolerance range are considered acceptable and do not constitute a defect or grounds for rejection, replacement, or claim.
Where Direct Glazing has not carried out the final site survey or has relied on customer-provided measurements, no responsibility will be accepted for any resulting inaccuracies, and any required remakes or adjustments will be fully chargeable.
5. Delivery, Storage and Installation
All delivery and installation dates are estimates only and are not guaranteed.
Delays may occur due to:
Supplier delays
Transport issues
Weather conditions
Site readiness
Direct Glazing shall not be liable for delays outside of its control.
Storage of Goods
Customers are responsible for ensuring that goods are stored correctly following delivery.
Direct Glazing accepts no liability for damage caused by improper storage conditions.
Goods left uncollected or held beyond the agreed date will incur storage charges at a rate of five pounds plus value added tax per unit per day.
Abortive Visits
Where installation cannot proceed due to:
Lack of access
Unsafe conditions
Site not being ready
Customer absence
An abortive visit may occur and charges may apply.
5.7 Supply-Only Orders (Contracting Party Responsibility – End User and Non-End User)
This clause applies to all supply-only orders, including:
• Orders placed by end users (homeowners or occupiers)
• Orders placed by builders, contractors, developers, or any third party acting on behalf of an end user
Contractual Relationship
Direct Glazing’s contract is strictly with the party named on the invoice (the “contracting party”).
Where the contracting party is not the end user, Direct Glazing has no contractual relationship with the end user, occupier, tenant, or any third party.
Accordingly:
• All communication must be made by the contracting party
• All instructions, approvals, and variations must be confirmed by the contracting party
• All claims, issues, or disputes must be raised by the contracting party only
Direct Glazing will not accept instructions, requests, or claims from any party other than the contracting party.
Where the contracting party is the end user, they remain fully responsible for compliance with all obligations set out within these Terms and Conditions.
Inspection Responsibility
The contracting party is responsible for inspecting all goods:
• Upon delivery or collection
• Prior to installation
• During installation (where applicable)
This applies regardless of whether installation is carried out by:
• The contracting party
• A third-party installer
• A builder or contractor acting on behalf of the end user
Timeframe for Reporting
Any issues, defects, shortages, damages, or discrepancies must be reported within:
Forty-eight (48) hours of delivery or collection
(excluding weekends and UK public bank holidays)
Written Reporting Requirement
All issues must be reported in writing by the contracting party in accordance with Section 5.8.
Where the contracting party is not the end user:
• Reports submitted by end users or third parties will not be accepted as valid notice
• The responsibility to report remains solely with the contracting party
Failure to Report
Failure to report within the specified timeframe will result in:
• The goods being deemed accepted
• The goods being considered fit for purpose
• No obligation on Direct Glazing to replace, repair, or investigate
Installation Responsibility
Direct Glazing:
• Will not attend site to remove, alter, or refit products installed by third parties
• Accepts no responsibility for installation carried out by others
All removal, reinstallation, and associated labour remain the responsibility of the installer.
Costs and Liability
Direct Glazing shall not be liable for:
• Labour costs
• Reinstallation costs
• Access equipment
• Third-party costs
• Any associated or consequential losses
Site Attendance
Where Direct Glazing attends site in relation to a supply-only order:
• Attendance will be for inspection purposes only
• No works will be carried out unless agreed in writing
• Attendance may be chargeable
5.8 Reporting of Issues (All Orders – Contracting Party Requirement & Written Notification)
This clause applies to all orders, including:
• Supply-only orders (whether the contracting party is the end user or a third party)
• Installation works carried out by Direct Glazing
• Trade, builder, contractor, and domestic customer orders
Contracting Party Requirement
All issues, defects, shortages, damages, or discrepancies must be reported by the party named on the invoice (the “contracting party”).
Where the contracting party is not the end user:
• Direct Glazing has no contractual relationship with the end user, occupier, or tenant
• Reports made by end users or third parties will not be accepted as valid notice
• The responsibility to report remains solely with the contracting party
Where the contracting party is the end user, they remain fully responsible for reporting any issues in accordance with this clause.
Written Reporting Requirement
All issues must be reported in writing only.
Direct Glazing will not accept or recognise verbal reports under any circumstances, including:
• Comments made to installers or staff on site
• Verbal communication via telephone or in person
• Informal or indirect communication
Reports must be submitted via one of the following methods:
• Email
• Website contact or complaints form
• Formal written letter
All reports should include (where possible):
• A clear description of the issue
• Photographic evidence
• Relevant order or invoice reference
Failure to report an issue in writing will result in the issue being treated as not formally raised.
Timeframe for Reporting
All issues must be reported within:
Forty-eight (48) hours of:
• Delivery
• Collection
• OR completion of installation works
(excluding weekends and UK public bank holidays)
Failure to Report Within Timeframe
Failure to report within the specified timeframe will result in:
• The goods and/or works being deemed accepted
• The products being considered fit for purpose
• No obligation on Direct Glazing to repair, replace, investigate, or respond to the issue
Inspection and Visibility of Issues
The contracting party is responsible for carrying out reasonable inspection of goods and works.
Direct Glazing will not accept responsibility for:
• Issues that were reasonably visible at the time of delivery or installation but not reported
• Damage or defects identified after installation where prior inspection was possible
• Issues arising after third-party handling, installation, or interference
Important Clarification
For the avoidance of doubt:
• Notification to installers or staff on site does not constitute formal reporting
• Responsibility for reporting cannot be transferred to any third party
• The obligation to report remains solely with the contracting party at all times
6. Site Preparation, Finishing Works & Decoration
Customers are responsible for ensuring that the work area is clear, accessible, and suitably prepared prior to the arrival of our installation team.
This includes, but is not limited to, the removal of blinds, curtains, furniture, fixtures, appliances, and personal belongings that may obstruct access or be at risk during installation.
Direct Glazing does not undertake the removal of large furniture, fixtures, or personal items unless expressly agreed in writing prior to the works being carried out.
For health and safety reasons, it is the responsibility of the customer to ensure that all occupants of the property, including homeowners, tenants, visitors, vulnerable individuals, children, and pets, are kept away from the designated work area at all times during installation. The customer is responsible for ensuring that all persons on site comply with these safety requirements and for informing any occupants, tenants, or visitors of these restrictions in advance of the installation.
The installation of glazing products involves the handling of heavy materials, glass, tools, and equipment, which may present risks including, but not limited to:
Falling or moving glass
Sharp edges or breakage
Use of power tools and machinery
Trip hazards from equipment and materials
To minimise the risk of injury or accident, all persons and animals must remain in a separate room or safe area away from the works for the duration of the installation, unless otherwise directed by a member of the Direct Glazing team.
Customers must not:
Enter the work area during installation
Allow children or vulnerable individuals access to the work area
Allow pets to roam freely within or near the work area
Access to the work area will only be permitted once Direct Glazing has confirmed that it is safe to do so.
Direct Glazing reserves the right to:
Stop or delay works if the work area is not kept clear
Refuse to proceed where health and safety requirements are not being met
Direct Glazing accepts no liability for any injury, accident, or damage resulting from failure to comply with these safety requirements.
Direct Glazing does not carry out painting, decorating, plastering, making good, or any form of cosmetic finishing works following installation.
During the removal of existing products and the installation of new products, some disturbance to surrounding finishes may occur.
This may include, but is not limited to:
Minor damage to plaster, render, or surrounding surfaces
Marks, chips, or cracking to paintwork
Movement or disturbance of existing trims, seals, silicones, or finishes
Such outcomes are considered normal and unavoidable within the scope of glazing and installation works and do not constitute defective workmanship.
Any remedial or cosmetic works required following installation must be completed by the customer or a suitably qualified third party at the customer’s expense.
Where existing finishes, trims, or materials are removed and reinstalled (for example, decorative trims, external cills, or finishing pieces), Direct Glazing will take reasonable care. However, we cannot guarantee that these items will remain in their original condition due to factors including age, prior installation methods, wear, or material condition.
Direct Glazing accepts no liability for:
The condition or performance of existing finishes following disturbance
The suitability or integrity of existing surfaces to receive new products
Any cracking, movement, or failure of surrounding materials during or after installation
Any additional works required to achieve a decorative or aesthetic finish
7. Environmental Conditions, Noise, Condensation & Movement
Direct Glazing accepts no liability for any issues arising from environmental conditions, building design, ventilation, airflow, or factors outside of our control.
Noise, Vibration & Movement
Windows, doors, and glazed units may produce noise, vibration, or movement under certain conditions. This can include:
Wind pressure or wind direction
Air pressure differences between internal and external environments
Exposure to open or elevated locations
Structural movement of the building
Such effects may present as:
Creaking, clicking, tapping, or vibrating noises
Minor movement or flexing of glass or frames
These are normal characteristics of glazing systems under environmental load and do not constitute a defect in the product or installation.
Ventilation & Airflow
Glazing systems require adequate ventilation to allow for pressure equalisation and airflow.
Where properties:
Do not have trickle vents
Have sealed environments
Have restricted airflow
This may result in:
Increased noise
Pressure-related movement
Condensation build-up
Direct Glazing shall not be held responsible for issues arising from insufficient or inadequate ventilation, airflow, or property design, including where ventilation has not been specified, requested, or installed as part of the agreed works.
Condensation
Condensation is a natural occurrence and is not considered a defect.
It may occur due to:
High internal humidity levels
Temperature differences
Poor ventilation
Occupancy levels and lifestyle factors
Condensation may appear:
On internal glass surfaces
On external glass surfaces
Around frames or openings
Direct Glazing accepts no liability for condensation where it is not caused by a proven sealed unit failure.
External Factors
Direct Glazing shall not be liable for performance issues caused by:
Weather conditions
Building design
Property orientation
Environmental exposure
Assessment of Defects
Any concerns raised will be assessed against industry standards.
Where products are:
Installed correctly
Within tolerance
Performing as expected
No remedial works will be carried out.
8. Liability & Use of Products
8.1 Use of Products and Customer Responsibility
Direct Glazing products are designed and supplied for their intended purpose only. It is the responsibility of the customer and any third party to ensure that products are used correctly, maintained appropriately, and not subjected to misuse or improper handling.
Customers must ensure that all products are used safely and in accordance with their intended design, including ensuring that:
• Doors, windows, and glass are not subjected to excessive force or misuse
• Glass is not used as a load-bearing surface unless specifically designed for that purpose
• Children and vulnerable persons are appropriately supervised where necessary
Direct Glazing accepts no liability for any damage, injury, or loss arising from:
• Incorrect use of the product
• Use of the product for purposes other than intended
• Any alteration, modification, or repair carried out by third parties
• Failure to follow care, maintenance, or usage guidance
8.2 Limitation of Liability
To the fullest extent permitted by law, Direct Glazing’s total liability in respect of any claim, whether arising in contract, negligence, or otherwise, shall be limited to:
• The value of the goods or services supplied under the relevant contract; or
• The cost of repair or replacement of the defective product
Direct Glazing shall not be liable for:
• Indirect or consequential losses
• Loss of profit, income, or business
• Costs incurred by third parties
Nothing in this clause shall limit or exclude liability where it would be unlawful to do so.
8.3 Warranty Reference
Full details of all product warranties, guarantee periods, and applicable terms are set out within Direct Glazing’s separate Guarantee Policy, which forms part of these Terms and Conditions.
8.4 Warranty Exclusions
Unless otherwise confirmed in writing, the following are not covered under any warranty or guarantee:
• General wear and tear
• Damage caused by misuse, neglect, or failure to follow care and maintenance instructions
• Damage caused by unauthorised repairs, alterations, or modifications
8.5 Glass Breakage and Impact
Direct Glazing accepts no liability for:
• Spontaneous glass breakage (including but not limited to nickel sulphide inclusion)
• Breakage caused by impact, misuse, or external forces
• Damage occurring after installation due to third-party actions or environmental factors
Spontaneous breakage is a recognised occurrence within the glazing industry and is not covered under any warranty or guarantee.
8.6 Non-Compliant Silicones and Sealants
Customers and third parties must only use glazing silicones and sealants that are compliant with Direct Glazing’s specifications.
Use of non-compliant or incompatible products may:
• Damage sealed units
• Weaken hotmelt seals
• Cause unit separation
• Lead to premature failure
Where such products have been used, all warranties and guarantees will be void.
8.7 Silicone Testing
Where a sealed unit has failed and non-compliant silicone or contamination is suspected, Direct Glazing reserves the right to require a compliance test.
• Testing will be arranged by Direct Glazing
• The cost of testing is £550 + VAT per unit
• This cost is payable by the customer prior to testing
Where the test confirms contamination or non-compliance, the failure will not be covered under warranty and all associated costs will remain the responsibility of the customer.
8.8 Glass Visual Quality Standards (GGF Guidelines)
All glass and glazing products supplied by Direct Glazing are assessed in accordance with Glass & Glazing Federation (GGF) visual quality standards.
Inspection must be carried out under the following conditions:
• From the inside of the room
• At a distance of no less than 2 metres
• Not in direct sunlight
• Not under strong artificial lighting
Under these conditions:
• Minor marks, blemishes, or imperfections that are not visible are deemed acceptable
• Such characteristics are not considered defects
Only where a defect is clearly visible under these inspection conditions, and the product remains within the applicable guarantee period, will a sealed unit qualify for replacement.
9. Unforeseen Works, Site Conditions & Compliance
During installation or site works, unforeseen issues may arise which were not visible or identifiable at the time of quotation or survey.
These may include, but are not limited to:
Structural defects
Hidden damage
Inadequate support or fixing points
Non-compliant existing installations
Health and safety risks
Where such issues arise, Direct Glazing will inform the customer as soon as reasonably practicable.
Any additional works required to:
Ensure safe installation
Meet current regulations
Rectify site issues
will be chargeable.
Where the customer declines to proceed with required additional works, Direct Glazing reserves the right to suspend or cease installation. In such cases, the customer remains liable for all works carried out and materials supplied up to that point.
9.1 Existing Products, Repairs, Modifications & Customer-Owned Items
Where Direct Glazing is instructed to work on, modify, repair, reglaze, strip, reseal, alter, remove, or otherwise handle:
• Existing products
• Customer-owned items
• Previously installed products
• Mirrors, mirrored furniture, or mirrored panels
• Existing sealed units or glazing systems
• Existing timber, aluminium, steel, or composite frames
• Customer-supplied products or materials
all such works are carried out strictly at the customer’s own risk.
Acknowledgement of Risk
Customers acknowledge and accept that existing products and materials may:
• Be aged, fragile, weakened, deteriorated, or previously damaged
• Contain hidden defects, stress, corrosion, or material fatigue
• Have degraded adhesives, sealants, finishes, or coatings
• Be difficult to dismantle or remove without causing damage
Accordingly, despite reasonable care being taken, Direct Glazing cannot guarantee that existing products or surrounding finishes will remain free from damage during such works.
No Liability for Breakage or Cosmetic Damage
Direct Glazing accepts no liability for:
• Glass or mirror breakage during removal, handling, repair, modification, stripping, resealing, transportation, or installation
• Damage occurring whilst attempting to remove broken or bonded glass/mirror sections
• Scratches, chips, dents, marks, cracking, or cosmetic damage to surrounding finishes, frames, trims, paintwork, powder coating, furniture, or associated materials
• Damage caused whilst attempting to separate, dismantle, or remove existing products or bonded components
• Failure of existing components during dismantling or reinstallation
• Damage caused during strip-down or resealing of existing sealed units
• Breakage or scratching occurring during reinstallation of existing or reused glass
• Any inability to successfully repair, modify, reseal, or alter an existing product
This includes, but is not limited to:
• Mirrored furniture or mirrored table repairs
• Mirrors installed within timber or decorative frames
• Existing sealed units being stripped and resealed
• Reglazing existing products
• Removal of bonded mirrors or glass panels
• Cut-down or alteration works to existing products
Reasonable Care
Direct Glazing will take reasonable care when carrying out such works. However, customers acknowledge that damage may occur even where all reasonable skill and care has been exercised.
Any such damage shall not constitute negligence, defective workmanship, or grounds for claim where the risks are inherent to the nature of the works being undertaken.
Replacement and Remedial Costs
Where breakage, damage, or failure occurs during such works:
• Any replacement products
• Additional labour
• Remedial works
• Remakes or reinstallation
shall be fully chargeable unless otherwise agreed in writing by Direct Glazing.
10. Service Hours, Access & Call-Outs
Direct Glazing operates standard working hours of:
Monday to Friday
8:00am to 4:00pm
No out-of-hours, emergency, or weekend call-out service is provided unless agreed in writing.
It is the customer’s responsibility to ensure that safe, clear, and uninterrupted access is available for the duration of the works.
Where access is restricted, delayed, or unsafe, Direct Glazing reserves the right to reschedule works and apply additional charges where necessary.
Where Direct Glazing attends site:
Attendance may be for inspection, installation, or agreed works only
Any additional or unplanned works may be chargeable
11. Intellectual Property
All materials, including but not limited to:
Drawings
Designs
Quotations
Product specifications
Website content
remain the intellectual property of Direct Glazing.
These materials must not be:
Copied
Shared
Reproduced
Used for third-party purposes
without prior written consent.
Direct Glazing reserves the right to take action where intellectual property is used without permission.
12. Data Protection & Privacy
Direct Glazing is committed to protecting personal data and complying with applicable data protection laws, including the UK General Data Protection Regulation.
Customer information will be used only for:
Processing orders
Providing services
Communication relating to works
We will not share personal data with third parties except where necessary to fulfil our contractual obligations (for example, suppliers or contractors).
Customers have the right to request access to, correction of, or deletion of their personal data in accordance with applicable legislation.
13. Governing Law & Legal Jurisdiction
These Terms and Conditions, and any contract formed under them, shall be governed by and interpreted in accordance with the laws of England and Wales.
Any disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
14. Force Majeure
Direct Glazing shall not be liable for any delay or failure to perform its obligations where such delay or failure is caused by events outside its reasonable control.
This includes, but is not limited to:
• Acts of God
• Severe weather
• Fire, flood, or storm damage
• Supplier delays or shortages
• Transport disruption
• Strikes or labour disputes
• Pandemic, epidemic, or government restrictions
• Any other event beyond our reasonable control
Where such an event occurs, Direct Glazing will notify the customer as soon as reasonably practicable and will take reasonable steps to minimise disruption.