Terms and Conditions of Sale

These are the terms and conditions on which Luminous Glazing (“we”, “us”, “our”) supplies and installs glazing products — including aluminium and UPVC windows and doors, composite doors, roof lanterns and roof lights, integral blinds and replacement sealed units (“the Products”) — and carries out the associated services.

They apply to every contract we enter into, whether you are a consumer acting for purposes wholly outside your trade or profession, or a trade customer buying in the course of business. Where we have agreed different terms with you in writing, those terms apply instead of these.

If you are a consumer, you have rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and other consumer legislation. Nothing in these terms limits or excludes those rights, and where these terms conflict with them your statutory rights take priority.

“You” means the person or business named on our quotation and order acknowledgement.

A written quotation is valid for 30 days from its date unless we state otherwise. It is not an offer capable of acceptance until we have carried out a survey or confirmed the specification in writing.

Our quotation is prepared on the information available to us. If a survey or site inspection reveals different dimensions, structural or access conditions, or a change in specification, we will tell you and issue a revised quotation. You are not obliged to accept it, and our survey and quotation are free of charge whether or not you proceed.

An estimate is an indication of likely cost only. It is not a fixed price and may change.

Photographs, showroom displays, samples, brochures and the images on this website are illustrative. Powder-coated and foil finishes can vary slightly between production batches, and from the way they appear on a screen.

No contract exists between us until we issue a written order acknowledgement confirming the specification, price and installation details, following your written acceptance of our quotation and payment of any deposit.

The specification in the order acknowledgement is the definitive specification. Please read it carefully and tell us immediately if anything is wrong — once manufacture has begun, changes may not be possible and may incur additional cost.

Where you have asked us in writing to begin manufacture before the order acknowledgement is issued, the contract is formed when manufacture begins.

The price is the price stated in our order acknowledgement and includes VAT at the prevailing rate unless we state otherwise.

Payment is due in accordance with the schedule set out in your quotation, which normally requires a deposit on order with the balance payable on completion. We accept payment by the methods shown on your quotation or invoice.

We may adjust the price before delivery to reflect any change you ask us to make, or any change in VAT, duty or the cost of materials that is outside our control. We will tell you in writing before the change takes effect.

If you do not pay a sum when it is due, we may charge interest on the overdue amount at 8% per annum above the Bank of England base rate from time to time, calculated daily. For trade customers, interest is charged under the Late Payment of Commercial Debts (Interest) Act 1998.

We may suspend manufacture, delivery or installation, and recover our reasonable costs of collection, while any payment is outstanding. Time for payment is of the essence.

Title to the Products remains with us until we have received payment in full. Risk passes to you on delivery or on completion of installation, whichever is later.

Every Product we supply is made to your measurements, colour and specification, and is manufactured to order for your property. Goods made to a consumer's specification are exempt from the statutory cancellation right under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. That right does not apply to your order, and there is no 14-day cooling-off period.

Before manufacture begins: you may change your mind and cancel at any time before we begin manufacture. Tell us by post, email or telephone using the contact details at the end of these terms, and we will refund every sum you have paid in full — within 14 days, and by the same method you used to pay.

Once manufacture has begun: your frames, glass, hardware and other components have been cut, ordered or made specifically for your property, and cannot be reused or resold. From the point manufacture begins the order cannot be cancelled, and you will be liable for the costs we have already incurred. This is why we ask you to check the specification in your order acknowledgement carefully and tell us straight away if anything is wrong — once it is confirmed and released to production, the details are fixed.

If we have agreed an installation date and you cancel it at short notice, or we cannot gain access on the day, we may charge for the wasted visit and any storage costs.

This clause does not affect your rights if the Products are faulty, are not as described, or our installation is not carried out with reasonable care and skill — see clause 11.

If you are a trade customer, the statutory cancellation right does not apply.

We are responsible for the accuracy of the measurements and surveys we carry out. Where you ask us to work to measurements you have supplied, we are not responsible for any error in them.

You must tell us, before we place your order, about anything that may affect the survey, manufacture or installation, including: hidden gas, water, electricity, drainage or telecommunications services; asbestos or other hazardous materials; the age, condition and construction of the building; any requirement for planning permission or building regulations approval; listed building or conservation area status; party wall matters; restrictive covenants; and any lease, landlord or management company consent.

Unless your quotation says otherwise, we will remove and refit trims, sealant and beading, but plastering, rendering, tiling, flooring and internal or external decoration are not included. Your quotation states whether removal and disposal of the existing frames and glass is included.

We are not responsible for any loss arising from information you did not give us.

Lead times are estimates given in good faith — typically two to three weeks for bespoke orders, and 10 to 15 working days for integral blinds — but they are not guaranteed. Time is not of the essence unless we agree otherwise in writing.

We will agree an installation date with you and confirm it in writing. Please provide safe and unobstructed access to the working area, clear the area of furniture and valuables, and make sure power and water are available where they are needed.

Please keep children and pets away from the working area while we are on site, and tell us about any fragile surfaces, alarms or access restrictions.

If we cannot gain access on an agreed date, or the work cannot proceed because the site is not ready, we may charge for the wasted visit and for storing your Products.

We will take reasonable care at all times, but we cannot accept responsibility for minor damage to plaster, render, tiles, sealant or decoration that is unavoidable when existing glazing is removed and new products are installed.

Any structural alterations, scaffolding or access equipment that is not included in your quotation is your responsibility and at your cost.

We are not liable for any delay or failure to perform caused by something outside our reasonable control, including severe or unseasonable weather, manufacturer or supplier delay, transport disruption, industrial action, utility failure, epidemic or pandemic, or government restrictions.

If a delay lasts more than eight weeks beyond the agreed installation date for reasons within our control, either of us may cancel the contract in writing. We will refund all sums paid for Products not yet manufactured or delivered, and neither party will have any further liability to the other.

Please inspect the installation carefully on completion and tell us in writing within 14 days about any defect, damage or outstanding item.

Minor snagging items do not entitle you to withhold payment. Where an item remains outstanding, we may agree a reasonable retention until it is put right.

Origin products carry the manufacturer's guarantee, which is up to 20 years on frames and powder-coated finishes. The manufacturer's guarantee terms apply to those Products and are supplied with your order.

Our installation workmanship is guaranteed for [ten] years from the date of completion.

In addition to the guarantees above, every contract under which we supply and install Products is backed by an insurance-backed guarantee. That guarantee is provided through an insurer rather than resting on our own continued trading, and the cover, its duration and the conditions that apply to it are set out in the guarantee certificate issued with your order.

Sealed glass units are guaranteed for ten years against failure of the seal. Integral blind products carry a ten-year guarantee on the seal and a five-year guarantee on the blind and its mechanism.

Hardware, handles, hinges, locks and moving parts are covered by the manufacturer's guarantee that applies to them.

Every guarantee is subject to the following conditions: the price has been paid in full; the Products have been used and maintained reasonably, including cleaning and any recommended adjustment or lubrication; and the Products have not been altered, moved, repaired or serviced by anyone other than us or an engineer approved by the manufacturer.

Guarantees do not cover:

• accidental, malicious or storm damage, and glass broken after installation;
• misuse, neglect or a failure to carry out reasonable maintenance;
• normal wear and tear, and cosmetic changes caused by weathering or sunlight;
• condensation on the external face of the glass, which is a natural result of temperature and humidity and is not a fault;
• damage caused by structural movement, subsidence, settlement or failure of the building fabric;
• Products supplied by us but installed, handled or stored by others;
• minor variation in colour, grain or finish between production batches, and differences from screen or printed representations;
• any Product that has been subject to excessive loading, impact, or use for which it was not designed.

Guarantees are personal to the original purchaser unless the manufacturer's guarantee states that they are transferable.

This clause does not affect your statutory rights, and in particular does not reduce the remedies available to a consumer under the Consumer Rights Act 2015.

If a Product is faulty, does not match the agreed specification, or our installation has not been carried out with reasonable care and skill, please tell us in writing as soon as you notice. We will inspect the issue, usually within a reasonable time of being told.

Where a defect is confirmed, we will at our option repair or replace the affected Product, or re-perform the installation work. Where a repair or replacement is not possible, or is not carried out within a reasonable time, you may be entitled to a price reduction or a refund.

If you are a trade customer, you must inspect the Products on delivery and notify us in writing within seven days of any shortage, damage or defect that is apparent on inspection. Otherwise you are deemed to have accepted them, and we are not liable for those matters.

We are responsible for loss you suffer that is a foreseeable result of our breach of these terms or our negligence. Loss is foreseeable if it is obvious that it would happen, or if both of us knew it might happen when the contract was made.

We are not liable for any loss that is not foreseeable, or for loss of profit, loss of business, loss of anticipated savings, loss of goodwill, or any indirect or consequential loss. This clause is particularly relevant to trade customers.

We are not liable for loss caused by measurements, information or instructions you supplied, or by your failure to tell us about the matters listed in clause 6.

Our total liability to a trade customer in connection with any contract is limited to the price paid for the Products concerned.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your statutory rights as a consumer, or for any other liability that cannot lawfully be limited or excluded.

We recommend that you check your home insurance covers the works while they are being carried out, and that you tell your insurer about any significant alteration to your property.

If you are buying in the course of business, the following applies in addition to the rest of these terms: the statutory consumer cancellation right does not apply; risk in the Products passes to you on delivery; payment terms are as agreed and time for payment is of the essence; and you are responsible for satisfying yourself that the Products are suitable for the intended purpose and comply with any applicable regulations for your project.

Where you resell the Products, you must ensure your own terms with your customer are consistent with these terms, and you are responsible for all installation, warranty and aftercare obligations to your customer unless we have agreed otherwise in writing.

We would much rather put something right than argue about it. Please raise any complaint with us in writing at the address or email below, with as much detail as you can give us.

We aim to acknowledge a complaint within five working days and to give you a full response within 28 days. If we need longer, we will tell you why and when to expect a reply.

If we cannot resolve a complaint between us, you may seek free advice from Citizens Advice or your local Trading Standards service, and you are entitled to bring a claim in the courts. We are not a member of a mandatory alternative dispute resolution scheme, and neither party is obliged to use alternative dispute resolution.

These terms, and any dispute arising out of or in connection with them, are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

We may update these terms from time to time. The version that applies to your contract is the version in force when the contract is formed, and we will send you a copy with your order acknowledgement.

No change to these terms or to your contract is effective unless we agree it in writing.

If any part of these terms is found to be invalid or unenforceable, the remaining parts continue in full force.

The contract is between you and us. No other person has any right to enforce any of its terms under the Contracts (Rights of Third Parties) Act 1999.

We may assign, transfer or subcontract our rights and obligations. You may not do so without our written consent.

Notices must be in writing and sent to the addresses set out in clause 16 or in your quotation, and are treated as received two working days after posting, or on the next working day if sent by email.

These terms, our quotation and the order acknowledgement together form the whole agreement between us and replace anything said, written or implied before.

Luminous Glazing, 9 Longfield Road, Sydenham Industrial Estate, Leamington Spa, CV31 1XB.

Telephone: 07434 004676. Email: Luminousglazing@gmail.com.

Luminous Glazing is a trading name of Prime Windows and Doors Ltd, a company registered in England and Wales. Company registration number: 10669899. Registered address: 9 Longfield Road, Sydenham Industrial Estate, Leamington Spa, CV31 1XB.

Our opening hours are Monday to Friday 8:30am to 5:00pm, and Saturday 8:30am to 2:30pm by appointment.