Terms & Conditions

Multi award winning home improvement specialists

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1.1 As a consumer, you have a legal right to cancel this Agreement during the Cancellation Period set out below in clause 9.2, where this Agreement has been concluded either via distance communication (such as online) or off-premises (at a place which is not the business premises of Frames Conservatories Direct such as during a visit by Frames Conservatories Direct (or any of its representatives) to your home). During the Cancellation Period if you change your mind or decide for any other reason that you do not want the goods and (where applicable) the services, you can notify Frames Conservatories Direct of your decision to cancel this Agreement and receive a refund. However, this cancellation right does not apply in the case of (i) any goods which have been made to your specification and/or (ii) any goods which become mixed inseparably with other items after their delivery. Advice about your legal right to cancel this Agreement is available from your local Citizens’ Advice Bureau or Trading Standards office.

1.2 Your legal right to cancel this Agreement starts from the date Frames Conservatories Direct confirms acceptance of your order, which is when this Agreement between us is formed as in accordance with clause 1.2. Your deadline for cancelling this Agreement is the end of 14 days after the day on which you receive the goods (“Cancellation Period”).

1.3 To cancel this Agreement, you need to inform Frames Conservatories Direct that you have decided to cancel. The easiest way to do this is to complete the cancellation notice set out below (“CANCELLATION NOTICE FORM”) or write to the companies head office (details here). We will phone you to confirm we have received your cancellation. You can also e-mail Frames Conservatories Direct at sales@fcd-home.co.uk or contact our Customer Services team by telephone on 01284 700456. If you are e-mailing us or writing to us please include details of your order to help us to identify it. If you send us your Cancellation Notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day.]

1.4 If you cancel this Agreement, Frames Conservatories Direct will as soon as reasonably practicable, following receipt of your Cancellation Notice:

(a) refund you the price you paid for the goods and (where applicable) the services. However, please note Frames Conservatories Direct is permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop/retail outlet;

(b) refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of goods within [3-5] days at one cost but you choose to have the goods delivered within [24 hours] at a higher cost, then we will only refund what you would have paid for the cheaper delivery option;

(c) make any refunds due to you as soon as possible and in any event within 14 days after you inform us of your decision to cancel this Agreement.

1.5 Frames Conservatories Direct will refund you by whichever means payment was made by you for the goods and (where applicable) the services.

1.6 If goods have been delivered to you before you decide to cancel this Agreement:

(a) then you must, without undue delay and in any event not later than 14 days after you inform Frames Conservatories Direct of your decision to cancel this Agreement, contact Frames Conservatories Direct to arrange for Frames Conservatories Direct to collect the goods. Frames Conservatories Direct will collect the goods from the address to which they were delivered. Frames Conservatories Direct will contact you to arrange a suitable time for collection. You must not part with possession of the goods or charge or create any other encumbrance over them and must take reasonable care to ensure that the goods are not damaged until they are collected by Frames Conservatories Direct;

(b) You will be responsible for the cost of returning the goods to us and Frames Conservatories Direct will charge you the direct cost to Frames Conservatories Direct of collection in accordance with clause 9.6(a).

1.7 Where an order for services is cancelled under clauses 9.1 and 9.2 after Frames Conservatories Direct has already started providing the services at your express written request, you will still be able to cancel the order but you will be required to pay Frames Conservatories Direct any costs reasonably incurred by Frames Conservatories Direct in supplying such services, up to and including the date Frames Conservatories Direct receives your Cancellation Notice. Once the installation of the goods is complete, you will no longer be able to cancel the order for services or receive any refund in respect of the same.

1.8 If this Agreement applies to the supply of goods made to your specification, the right to cancel this Agreement as set out in this clause 9 does not apply and you will be under a duty to pay the full price for goods ordered by you irrespective of whether such goods have been supplied by Frames Conservatories Direct to you.

1.9 Nothing in this clause 9 shall affect your legal rights as a consumer in relation to goods or services which are faulty or not as described. Such goods and services shall be dealt with in accordance with clause 6 above.


2.1 Frames Conservatories Direct reserves the right to cancel this Agreement where after a technical survey has been carried out:

(a) the results of the survey show that the goods cannot be installed for safety or other technical reasons; and/or

(b) Frames Conservatories Direct finds it necessary to recommend design changes for safety or other technical reasons which you do not want to agree to.

2.2 Frames Conservatories Direct will give you notice in writing that this Agreement is cancelled and will refund or re-credit you (by whichever means payment was made by you for the goods and (where applicable) the services) within 30 days of the date of cancellation for any sum that has been paid by you or debited from your credit card for the goods.


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3.1 We will from time to time run special offers and promotions, these special offers can be fully explained by the sales consultant visiting you and advising you on your purchase. In essence but not limited to, we may promote a door offer that is listed at a special price subject to being part of a larger order, or a roofline advertisement that is dependent on something else being purchased. You can ask your dedicated sales advisor to explain any special offers that are current at the time of your enquiry.


We may monitor, record, store and use any telephone, email or other communication with you in order to check any instructions given to us, for training purposes, for crime prevention and to improve the quality of our customer service.


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Our Benefits

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No Deposit

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A. Fensa is a Competent Persons Scheme. When replacing windows, doors and roof lights in dwellings in England and Wales, homeowners must comply with current thermal performance and Building Regulation standards and ensure they get a certificate from a Competent Person scheme or Local Authority Building Control. Fensa is one of those schemes. We belong to the Network Veka Competent Person’s Scheme as we felt it offered us and our customers more. As a Network Veka installer we undergo rigorous testing and training and are regularly audited. With a Network Veka installer you can be sure that our history, working practices and finances have been thoroughly checked so you will be dealing with only the best and most professional companies. With Network Veka you will be issued with a 10 year insurance backed guarantee.

A. Our sales team do not employ high pressure sales tactics. There is no phone calls to managers, no 50% off discounts for a signature today. Just straight talking, straight forward advice.

A. Windows & Doors – generally you do not require planning permission unless you are significantly changing the appearance of the house with the new installation. The exception would be if you are installing a bay window where there wasn’t one previously or if you live in a listed building or a conservation area.

Extensions and Conservatories – as long as you meet certain criteria regarding height, position relative to the house and land area, an extension or conservatory is generally considered permitted development not requiring planning permission. You will, however, need Building Control for a glazed extension or to put a solid roof on to an existing conservatory.

Driveways and Patios – you don’t need planning permission

Garden Walls – you only need planning permission if the wall is over 2 meters high or 1 meter high if it will be adjacent to a public footpath or highway. You would also need planning permission if either your property or the neighbouring property which the wall would provide a boundary with, is a listed building.

Don’t be put off by the Building Control/Planning Permission maze – we will handle all of that for you.

A. No, our windows are manufactured to British Standards with a kite mark accreditation to prove it. The frames are steel reinforced and fitted with high security locking systems and hinge side protectors, these fittings are standard on our windows.

A. NO, we insist on it, all our windows fitted where a means of escape should be considered are fitted with Fire Egress hinges as standard.

A. We supply 3 keys with every door lock. The locks are ultra-high security. Additional keys can be sought afterwards if needed, from specified locksmiths.

A. There isn’t one! Each conservatory is designed for you individually. It will be made to the size and the design that suits you.

A. Generally all our products are covered by a fully transferable 10 year fully inclusive guarantee for your complete peace of mind.

A. No, each job is appraised and if we can use our own specialist easy deck system we will not need to have scaffolding erected. We do not make any charge if we use our own standard access equipment as we believe it is part of the job. On average we have to scaffold approx. 1 in 15 jobs.

A. Yes, there is a specialist coating on the surface of the glass that reacts with day light, this reaction prevents anything from sticking to the glass surface and when it rains any deposit is washed off.

A. NONE, we have never taken a deposit, we don’t believe a customer should fund our business before we have actually done something for you.

A. When you are ready to get your home improvement project quoted – simply give us a call on 0800 2 800 472. One of our Sales Consultants will visit you at home to take accurate measurements and talk to you about the options available. We will provide you with a free, no obligation quote. There is no pressure, no hard sell and no discounting techniques.

Don’t Just take Our Word For It ...

See what our clients have to say about our multi award winning home improvement service

What Our Customers Say About Us

    • Roofline
    • - Bury St Edmunds



    Mrs Key , Read The All Checked Review

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    • Porch Canopies


    Everything went like clockwork and the fitters were polite and professional at all times. Nothing was to much trouble for them. December 2016

    Mrs Hartley , Read The All Checked Review

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    • Roofline
    • - Bury St Edmunds


    Very pleased with job done, would recommend them to anyone. December 2016

    Mr Beevis , Read The All Checked Review

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