Terms & conditions

Terms & Conditions

Orders

A 25% deposit is due when you complete and accept the contract. We reserve the right to reject any purchase order. If we process your payment but cannot fulfill your order, we will notify you and refund your deposit.

Changes to the purchase order must be notified within two working days of the survey.

The remaining balance is payable upon completion of the installation, on installation day. Late payments may result in referral to a debt recovery agency and loss of guarantees.

Delivery and installation

We will make reasonable efforts to meet estimated delivery and/or installation dates. If dates change, we will notify you in advance but are not liable for any costs or damages.

We are not liable for damages or incorrect units supplied by the manufacturer. If errors occur, we will raise a service request to resolve the issue.

You are responsible for ensuring compliance with regulations and obtaining necessary permits. We may cancel the order if permits are not obtained.

Upon completion of the installation, if there are any outstanding works or remedial items, the Customer may retain a maximum of 10% of the total value of the works until such items are satisfactorily completed. The remainder of the total value must be paid in full.

Guarantees

Once full payment is made, you are entitled to the following guarantees:

• 10 years for frame products
• 5 years for glass products
• 3 year on all locks, handles, hinges, and other moving parts, provided they are maintained and fully lubricated in accordance with the manufacturer’s recommendations.
• 5 years for dark wood and oak finish composite doors

Guarantees cover defects in materials. Moving parts must be lubricated annually, and maintenance is required for white and woodgrain finishes (UPVC). Routine cleaning and normal wear are not covered.

Glass and energy-efficient coatings meet Glass and Glazing Federation standards.

Commercial, rental, or supply-only orders are covered by a 12-month guarantee for parts and labor only.

To claim under the guarantee, notify us within 7 days of noticing a fault. Replacements are covered under the original guarantee period, and while we will attempt to match items, we cannot guarantee an exact match. Guarantees are non-transferable if the property is sold.

Damage

We will repair any physical damage caused by installation to plaster, floor, rendering, or brickwork within 150mm of the installed goods, provided the existing fabric is in good condition. We cannot guarantee color matching for bricks or mortar.

We do not provide painting or decorating services. Repair and decoration of internal/external surfaces are your responsibility. We are not responsible for damage caused by structural defects.

If you request cable relocation through window frame systems, we will take reasonable care, but are not liable for any damage.

We do not offer emergency call-out services. Service calls will be scheduled at the next available time. For emergency locksmith services, contact your home insurance.

We are not liable for damage caused by other tradespeople working on the supplied goods. Unless otherwise agreed in writing, you are responsible for removing and replacing curtains, blinds, carpets, and repositioning any fittings.

Warranties and liability

We do not guarantee the elimination of condensation, mold, or dampness, and are not liable for these issues.

Except as expressly provided, all other warranties, conditions, or terms implied by law are excluded.

We are not liable for any loss of profit or indirect/consequential losses, nor for damage caused by rain or water ingress to property or contents.

If a third party acts on your behalf, their instructions are treated as your instructions.

Image rights

You grant us permission to use images of your installation for promotional purposes, including on our website and social media, without charge or time limit.

Right to cancel

You can cancel this contract within 14 calendar days from the date of agreement.

Please note: If you request an urgent survey within 7 days, this cancels your right to cancel.

To cancel, notify us by email at: enquiries@hainaulthomeimprovements.com