Terms & Conditions

Multi award winning home improvement specialists

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TERMS AND CONDITIONS OF SALE

The customer agrees to purchase and have installed and the Company agrees to supply and install the products set out overleaf. Any variations to works or spec must be agreed in writing by both parties.

1. Parties: This agreement is between Frames Conservatories Direct Ltd referred to as the Company, and the purchaser, referred to as the customer. It is binding on both parties, the customer’s cancellation rights are shown below however. The Company does however reserve the right to cancel this order if upon receipt of our surveyors working detail we consider that a satisfactory level of installation cannot be achieved. The customer will allow reasonable access to the Company’s Surveyor.

2. Payment: Payment of the sum of money specified within the payment schedule set out on the contract is immediately due upon completion of that part of the installation. The Company will accept payment by cheque or by Bank transfer. Failure to make payment under the agreed terms (unless these terms are varied and agreed by both parties) invalidates the guarantee.

3. Ownership of goods: The goods will remain the property of the Company until paid for in full.

4. Additional Work: The customer is responsible for any removal and refitting of alarms/curtain rails/cables/ pipes/tiling etc., and re-decorating. No additional works will be carried out other than those agreed on the contract . If any lintels, construction defects or latent defects are found to be present during the course of the work which could not have been reasonably detected at survey, an additional estimate will be submitted for acceptance by the customer. It is the customer’s responsibility to apply the finish to all woodwork used in the installation within a reasonable time of completion. The property will only be inspected around the proximity of the area immediately adjacent to the installation. Structural integrity of the property is not assessed. For Conservatory contracts the quote includes a foundation strip up to 650mm deep 500mm wide, should poor sub-soil conditions be found. No further works will be carried out until an estimate for same has been agreed.

5. Guarantees: The Company will pass on all manufacture guarantees for the periods as follows:- UPVC frames 10 years against warping, cracking, discolouring. – D/G units 10 years against unit failure i.e. condensation between panes. – Hardware e.g.: handles, hinges, locks, letterboxes etc., 1o years. This guarantee is transferable onto subsequent owners of the property. For any claims under this guarantee, the Company would request that the customer notify the Company in writing within 14 days of discovering the fault. SEE No 9 BELOW REGARDING YOUR RIGHTS

6. Permissions: The Company will endeavour to provide reasonable advice and guidance regarding any Planning or Building Regulation permission required by the customer at the pre-contract stage. However the customer shall be wholly responsible for obtaining any such necessary Planning, Building Reg., Legal, or other permissions prior to installation.

7. Installation Dates: An approximate installation date will be given by the Company but this may be affected by circumstances beyond the Company’s control, the Company will endeavour to meet the approximate date, however the Company cannot be liable for any such delays.

7a. Time shall not be the essence of the contract, however where a customer has expressed a desire for an installation to be finished by a certain date, the company will make all reasonable endeavours to achieve this date but will not be liable for delays caused by circumstances beyond its control. For installed goods, the customer must provide reasonable access to the property for installation to proceed: where this is withheld or delayed unnecessarily by the customer, the Company shall give 14 day’s written notice. Should installation thereafter not be completed due to lack of access, then the Company will be entitled to charge for the cost of the materials and if applicable a suppliers restocking / delivery charge , reasonable labour expended, 15% profit, 15% overhead. Such costing’s to be justified by the Company in writing.

8a: Glass: Minor imperfections within the glass and outside the scope of the GGF Standards (i.e. any glass defect not apparent in normal daylight by the naked eye at a distance of 2 Mtrs will not be construed as a defect). It
is not uncommon that some distortion can occur on double or triple glazed units when viewed from various aspects. The Company cannot be responsible for glass breakages once installed. The Company can give no warranty concerning the incidences, prevention or elimination of condensation following installation.

8b: UPVc it should be noted that UPVc is a soft skinned product that undergoes various processes during conversion into window and door frames, as such very minor surface damage should be seen as acceptable.

9. Disputes and Remedies under the Consumer Rights Act 2015: As a consumer, the goods supplied to you must be:- a/ of a satisfactory quality, b/ fit for the purpose you have made known by the Company, c/ as described in a model or a sample. Also the installation must be done properly and to the standard of a reasonably competent tradesperson.

If the above right are not met, you are entitled to certain forms of redress, as follows:-

Installation faults: The Consumer has a right to repair or replacement of the goods (including re-installation) and if this is ineffective, the right to a price reduction or the final right to reject. Any repairs to the installation or products will only be deemed ‘complete’ once the Company have indicated so in writing to the consumer.

Product faults: The short term right to reject is not applicable to installed goods. Any faults arising in the products within the first 6 months must be shown as such by the consumer, if so shown, the fault will be accepted as being present at the time of installation. It would be for the trader to rebut this assertion. Any faults arising in the products after 6 months of the installation, the consumer must be able to prove that there is a fault and that the fault existed at the time of installation.

10. Survey Details: Following receipt of the survey the Company may need to make any alterations / modifications to the design or specification of goods necessary to facilitate installation, any such alterations / modi cations will only be made with the full agreement of the customer. The design and spacing of leaded and Georgian style products will be fully discussed and will only be confirmed after the full agreement of the customer.

10a. Standard furniture options will be applied to all orders, unless noted to the contrary on this contract (see overleaf): i.e. White coloured handles will be supplied on all white or woodgrain-on-white windows and patio doors: gold coloured handles will be supplied on all coloured woodgrain windows and patio doors: all doors, other than patio doors, will be supplied with gold coloured handles.

11. Building Works: Drying out – Upon completion of building works, moisture from concrete floors, any plastering or brickwork, can take several weeks to remove (dry). It is important therefore during the first 6 – 8 weeks after completion that if possible, the building works area is heated intermittently, any windows and doors should be opened when possible, as it is the ventilation that promotes drying. A dehumidifier can be used in extreme cases.

12. Final Payment: Final payment can not be withheld due to the drying process detailed above, in this instance the final payment should be paid at the point work stops waiting for the drying process to complete. Any floor tiling or floor covering work including skirting boards scheduled on the contract will be completed as and when the floor is dry enough to work on. (note, a floor can appear dry on the surface yet still be in the drying process)

13. Exclusions: Should it be deemed that damage to installed goods is not covered by the guarantee due to misuse: accidental, wilful, malicious, negligent damage or normal wear and tear, the customer will be responsible for the cost of the replacement and re-installation. Any works carried out, other than by a person authorised to do so by the Company, which affect the goods installed, will invalidate the guarantee. The products must be cleaned every 6 weeks to ensure proper maintenance: cleaning products, other than hand-hot soapy water should not be used on the goods.

14. Insurance-backed guarantee: Available on request.

15. Statutory Rights: The rights of the customer shall generally be those as set out in the Consumer Rights Act 2015 and also within the common rights under English Contract Law. The foregoing terms and conditions do not seek to replace nor override any rights the customer may have under the above statutes.

16. ADR (Alternative Dispute Resolution): In the unlikely event of a dispute arising between parties the dispute resolution mediation service provided by HAS Resolution www.has-resolution.co.uk may be instigated by either party, cost of the service to be agreed between the parties.

17. Fair Contract Terms: Should any part of this contract be found to be unenforceable then the remaining parts stand.

Notice of Right to Cancel (14 Day Cooling Off)

For all distance or off-premises contracts, the customer may withdraw from the contract without giving any reason within a 14 day period from when the contract was signed. Where a customer is provided with a quote at home and later contacts the Company indicating their wish to proceed, or the products are noted as ‘Bespoke Products’ no cancellation period is provided. Cancellation notification is preferred to be in writing to the company, sent by post with recorded delivery/proof of posting or for ease the following digital form can be used. 

CANCELLATION NOTICE FORM

  • This field is for validation purposes and should be left unchanged.

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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.

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What Our Customers Say About Us

    • Roofline
    • - Bury St Edmunds

    5/5

    I AM PLEASED WITH THE PRODUCTS SUPPLIED & THE WORK WHICH WAS DONE. THE JOBS WERE CARRIED OUT AS PER QUOTE & ALL OF THE REPESENTATIVES & FITTERS HAVE BEEN PLEASURE TO HAVE IN MY HOME. THIS IS VERY IMPORTANT AS I AM A WOMAN WHO LIVES ALONE. I WOULD CERTAINLY RECOMMEND THIS COMPANY. December 2016

    Mrs Key , Read The All Checked Review

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    • Porch Canopies

    5/5

    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

    5/5

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

    Mr Beevis , Read The All Checked Review

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