Terms & Conditions
Read Direct Windows and Doors Terms & Conditions
Please note that before placing an order you will be asked to agree to these Terms and Conditions. If you choose not to accept these Terms and Conditions, you will not be able to order from our website (“site”). We recommend you should keep a copy of these Terms and Conditions for future reference.
Products & Service
Direct Windows and Doors offer a range of made to measure windows, doors and other home improvements. The site allows you to enter your own measurements to gain an instant price. Product prices are maintained and regularly checked, but from time to time information may be incomplete or out of date. We reserve the right to change design options, prices and remove access to the website without prior notice.
On the rare event that our website quotes a product or price that proves to be incorrect or unavailable, we will notify you before manufacturing and delivery. You may be given the opportunity to receive a new quote or receive a full and final refund of any charges paid to that point.
All products supplied are custom, bespoke, made to measure products, please see ‘Ordering Bespoke Products’ section for further details.
Prices & Delivery Charges
All prices quoted by our website are inclusive of VAT unless stated otherwise. Quotes under the value of £1200 (in VAT) are subjected to a delivery charge depending on the postcode location of the delivery address. The delivery charge will be added to the total order value upon entering the valid postcode at checkout.
If a postcode is entered that is not the postcode of the proposed delivery address, we retain the right to charge for delivery to the correct delivery address if applicable.
Please click on the link below to find details of our delivery charges applied by postcode. If your postcode is not listed, please contact use for an estimate.
We reserve the right to change the prices of our products and remove access to the website without prior notice. Any quotes supplied offline are valid for 90 days from the date the quote is given, after that the price is no longer valid and a requoted is required by us. We reserve the right to cancel all quotes at any time.
Our website contains a large number of products and variations. It is always possible that, despite our reasonable efforts, some products may be incorrectly priced or unavailable. If we discover an error in prices quoted to you, we will contact you to inform you of this error and we will give you the option of continuing with the quote at the correct price or cancelling with a full refund of any monies paid.
If we are unable to contact you using the contact details provided during the process, we will treat the order as cancelled and notify you in writing. Please note that if the pricing error is obvious, unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the products to you at the incorrect (lower) price and reserve the right to cancel any order and give a full refund for any monies paid.
Confirmation of Order
By completing the checkout process you agree to these Terms and Conditions. After completing the checkout process we will contact you by email or Phone, within 2 working days of the order date; to confirm receipt of your order and payment. We aim to manufacture and deliver white A Rated uPVC Windows and Doors to you within 14 working days. Coloured A Rated uPVC Windows may take longer (up to 21 working days) but we will contact you within 2 days of receiving your order to confirm a delivery date.
Ordering Bespoke Products
Under the Consumer Contracts Regulations 2013, where the goods are ‘made to measure’ you will have no right to cancel your order, return the goods or seek any refund. All of our products are bespoke and made especially for you the customer; as such they do not fall under standard distance selling regulations. We do our best to communicate all product and service details before you confirm your order, but if you do require more information please contact our sales office before starting the checkout process. All payment, order amends / cancellations and complaint processes specifically for bespoke products are detailed in our terms and conditions and do not affect your statutory rights.
Checking, Amendments & Cancellations
Due to the bespoke nature of our products, any amendments or cancellations made after you have agreed to these Terms and Conditions are subject to parts, material and labour costs depending on the stage of manufacture (this is at our discretion). All amendments with also impact on any previously agreed delivery dates.
We reserve the right to cancel any order. If the contract is cancelled by Direct Windows and Doors, all payments will be refunded but we will have no further liability.
Refunds will be confirmed in writing within 5 working days and paid within the following 10 days.
If you decide to proceed with your order we will require 100% payment prior to manufacturing. Payment can be made at checkout on the website via Sagepay, you will be charged upon payment. Cash or cheques are not accepted. Trade customers can contact the sales office to discuss other methods of payment.
Guarantee & Liability
Our product guarantee literature can be found on our website. All our windows and doors have been manufactured in the UK to the highest industry standards and are supplied with a 10 year manufacturer’s guarantee. Should anything happen, we have a friendly and experienced team ready to help.
The 10 year guarantee is applicable to the frame, 2 year guarantee is applicable to the glass units and hardware.
The guarantee does not cover:
- Normal wear and tear, cuts or scratches, or damage caused by impacts or accidents and deliberate or negligent damage.
- Abused, misused or altered products.
- Products cleaned with incorrect cleaning methods or products.
- Incidental or consequential damage during or after installation.
Our sole liability is to repair or replace the product and will not be liable for fitting costs or any consequential loss. We accept no liability for the following:
- Condensation which may form on the product.
- Damage attributable to the failure of foundations or structure.
- Damage due to accident, storm, flood, negligence, misuse or unauthorised acts of a third party.
- Any imperfection inherent in the glass making process.
- Failure to adhere to our care and maintenance instructions.
- Any damage caused to your property, including redecoration required, unless it comes as a result of our negligence.
- Loss or damage caused as a result of pre-existing structural defects.
- Any indirect or consequential loss.
- Any claims for consequential compensation.
Viewing glass units for scratches on the outer faces of the panes must be carried out before any rendering, plastering or other works adjacent to the glazing takes place, and as early as reasonably practicable following installation. When measuring all aspects of quality of glass, please follow the below Glass and Glazing Federation Guidelines:
- Stand in the room no less than 2 metres away from the Insulated Glazing Unit (IGU) and look directly through them.
- For toughened, laminated or coated glasses, stand no less than 3 meters away.
- Do so in natural daylight, but not directly towards the sun and with no visible moisture on the surface of the glass.
- Where it is not possible to stand at the right distance then stand as far away as you can from the IGU.
- Exclude 50mm wide band around edge of the glass from the check.
- Glass must be viewed at 90 degrees to the window.
For more information on what to expect from your glass please download the GGF Quality of Vision Guide.
All guarantee claims must be made in writing, with supporting imagery where needed directly to Direct Windows and Doors. From there we will conduct a review and if necessary send out one of our Technical Service Engineers to your property within 21 days. We will rectify all faults developing due to defective goods within the stated guarantee period in accordance with the terms.
If we believe the service work required is not covered by the guarantee, a call out charge of £150 plus material costs will be incurred and payable by you. If after the review we identify this as a manufacturing error covered by the guarantee, a full refund will be given. All call outs will be made Monday to Thursday between 8am and 5pm.
Please ensure you follow our Care and Maintenance instructions carefully.
Complaints & Claims Procedure
Any complaint or claim should be made directly to Direct Windows and Doors in writing, providing your name, address and giving a brief explanation of the problem. Please support this letter with proof of purchase, without these we cannot handle your enquiry. All complaints will be responded to within 7 working days.
Direct Windows and Doors
Ashroyd Business Park,
Telephone: 01226 361 639
VAT Registration Number: 180175572