Terms & Conditions

An order becomes binding when you accept our quotation or order confirmation and/or make the required deposit payment.

By proceeding with an order, you confirm that you have checked and approved the specification supplied to you, including where applicable:

• overall sizes and dimensions;
• frame colour internally and externally;
• glass specification;
• opening configurations;
• bifold folding direction;
• master door position;
• window opening styles;
• handles and hardware;
• cill requirements;
• trickle vents;
• threshold specification; and
• whether the order is supply-only or supply and installation.

You must tell us about any discrepancy before the products are ordered or manufactured.

Once bespoke products have entered manufacture, changes may not be possible and additional costs may apply.

Unless stated otherwise, quotations are valid for 30 days.

Our quotation is based upon the information available to us at the time it is prepared.

Prices may need to be revised where a subsequent survey identifies materially different dimensions, specifications, access requirements, structural conditions or installation requirements.

We will inform you before undertaking additional chargeable work.

Work that is not specifically included within our quotation is not included within the contract price.

Drawings, photographs, renders and product illustrations are intended as a guide unless specifically stated to be manufacturing drawings.

The majority of windows, bifold doors, sliding doors, entrance doors, glass units, rooflights and roof lanterns supplied by us are manufactured specifically for an individual property and Customer specification.

This may include products manufactured according to specific:

• dimensions;
• frame colours;
• glass specifications;
• opening configurations;
• hardware;
• thresholds;
• cills; or
• other Customer requirements.

Once manufacture or procurement of bespoke goods has commenced, the products may have little or no resale value to us.

Where a statutory cancellation right does not apply because goods are genuinely made to the Customer’s specifications or clearly personalised, the Customer will remain responsible for costs properly incurred in relation to those goods if they seek to cancel the order.

Nothing in this section removes any cancellation right which the Customer has by law.

Where the law gives you a statutory right to cancel a distance or off-premises contract, the applicable cancellation period will normally be 14 days.

To exercise a statutory cancellation right, you must clearly inform us that you wish to cancel.

Different rules may apply to products that have been made to your measurements or otherwise genuinely personalised.

Where you have expressly requested that a service begins during an applicable cancellation period, you may be required to pay a reasonable amount for services already performed where permitted by law.

Any voluntary cancellation accepted by us outside a statutory cancellation entitlement may be subject to the reasonable costs we have already incurred.

Unless specifically stated otherwise on your quotation, our standard payment terms for supply and installation are:

• 30% deposit when placing the order
• 60% approximately one week before installation or when requested prior to delivery/installation
• 10% final balance upon completion

Different payment terms may apply to supply-only, commercial, builder or specially agreed orders where clearly shown on the quotation.

Orders will not normally be released into manufacture until the required deposit has cleared.

We reserve the right to delay delivery or installation where a payment properly due under the contract has not been received.

The final balance becomes payable when the contracted installation has been substantially completed.

The existence of minor snagging items which do not materially prevent the products from functioning does not automatically entitle the Customer to withhold the entire outstanding balance.

Where there is a genuine disputed defect, the Customer retains any rights available under applicable consumer law.

Risk in installed products passes to the Customer following installation.

For supply-only products, risk passes on delivery or collection, as applicable.

Ownership of products remains with Bi Folds & Windows Direct until all sums properly due in respect of those products have been received in cleared funds, to the extent permitted by law.

Where required, we can undertake a technical survey before manufacture.

Unless otherwise included within the quotation, our survey charge is £100.

The purpose of our survey is to obtain measurements and installation information reasonably necessary to manufacture and install the products included within our order.

It is not a full building survey, structural engineering inspection, asbestos survey, electrical inspection or assessment of the overall condition of the property.

If our survey identifies a significant issue which means we cannot reasonably undertake the installation for the agreed price or specification, we may propose a revised quotation or specification.

If a suitable solution cannot reasonably be agreed, either party may cancel the affected part of the order and we will deal with any monies paid in accordance with applicable law and costs legitimately incurred.

Where you decline our survey service or ask us to manufacture products using measurements supplied by you, your builder, architect or another third party, you are responsible for the accuracy of those measurements and specifications.

We will manufacture or order the products according to the information approved and supplied to us.

You must check all measurements and specifications carefully before approving manufacture.

We are not responsible for products failing to fit where this results from inaccurate measurements, drawings or specifications supplied by the Customer or their third party and not caused by an error on our part.

Any remanufacture, modification, redelivery or additional installation work required as a result may be chargeable.

We may prepare quotations using architectural drawings, planning drawings, sketches, photographs or schedules supplied by the Customer or a third party.

The Customer remains responsible for checking the final product schedule and specification before manufacture.

Planning drawings should not automatically be treated as manufacturing dimensions.

If dimensions, finished floor levels, structural openings or other relevant construction details change after survey or approval, you must tell us before manufacture or installation.

Our normal anticipated lead time is approximately 4–5 weeks, although this varies by product and manufacturer.

Any delivery or installation date given before final confirmation is an estimate rather than a guaranteed completion date unless we specifically agree otherwise in writing.

Delays can arise from circumstances outside our reasonable control, including:

• manufacturer delays;
• glass production;
• material shortages;
• transport disruption;
• severe weather;
• illness;
• supplier failure;
• industrial action;
• access problems; and
• other events outside our reasonable control.

We will take reasonable steps to minimise delays and keep you informed where there is a material change.

Customers should avoid booking dependent trades solely on the basis of an estimated installation date.

Once products are manufactured and we have notified you that we are ready to arrange installation or delivery, you must provide reasonable cooperation to allow the contract to proceed.

If you are unable or unwilling to accept installation within 28 days of being notified that the goods are ready, we may request payment of the properly due supply element of bespoke products and any reasonable storage or additional costs caused by the delay.

Any such charges will reflect costs actually incurred and will be communicated to you.

You must provide us and our installers with reasonable and safe access to the installation address.

Working areas should be cleared before installation.

Where reasonably available, you agree to allow use of electricity and water required to undertake the installation.

You should remove or protect:

• curtains;
• blinds;
• furniture;
• ornaments;
• televisions;
• cables;
• valuables; and
• other items close to the installation area.

We cannot accept responsibility for damage to items that the Customer was reasonably asked to remove but failed to remove, except where damage results from our negligence.

Our quotation assumes that the existing structure is reasonably suitable for the proposed installation unless otherwise identified.

The quotation does not include repair or replacement of unexpected:

• rotten timber;
• defective lintels;
• structural defects;
• concealed services;
• asbestos or hazardous materials;
• damaged brickwork;
• defective roofing;
• defective damp-proofing;
• defective render; or
• other hidden conditions,

unless specifically included in our quotation.

If such an issue is discovered, we will notify you.

Additional work will not be undertaken without agreement except where immediately necessary to make the property reasonably safe.

Where a Customer, builder or other contractor creates or alters an opening, that party is responsible for ensuring that the opening is suitable for the product being installed.

This includes the correct:

• structural opening size;
• lintel or structural support;
• finished floor level;
• threshold level;
• damp-proofing;
• roof upstand or kerb; and
• surrounding structure.

We are not responsible for product or installation problems caused by defective or inaccurate building work undertaken by others.

Unless specifically included within our quotation, the Customer is responsible for obtaining any necessary:

• planning permission;
• listed building consent;
• conservation-area approval;
• freeholder or landlord consent; and
• other property-specific permissions.

You must tell us before ordering if the property is listed, subject to planning restrictions or located within a conservation area.

Where certification of our installation is required and included within our service, this will be dealt with in accordance with the applicable scheme and regulations.

We will carry out installation with reasonable care and skill.

Replacing existing windows and doors inevitably involves some disturbance to surrounding finishes.

We will take reasonable care to minimise this.

Unless expressly included in the quotation, our price does not include complete redecoration or specialist finishing to:

• paint;
• wallpaper;
• tiles;
• specialist render;
• flooring;
• plaster finishes; or
• other decorative surfaces.

Where making good is included, we cannot guarantee a perfect colour or texture match between existing and new materials.

Existing windows, doors, glass and frames removed during installation will normally be disposed of by us where removal and disposal form part of the quotation.

We cannot guarantee that removed products will remain suitable for reuse.

If you want to retain any removed product, you must tell us before installation begins.

We reserve the right to make minor technical or specification changes where required by a manufacturer or where a product or component has been superseded.

Any substitute used by us will be of a reasonably equivalent or improved standard and will not materially change the agreed appearance or performance without your agreement where that change would be significant.

Colours displayed on websites, phones, computers, printed brochures and photographs can vary from the physical product.

Minor variations can also occur between manufacturing batches and different materials.

Aluminium, PVCu, composite materials, hardware, trims and sealants may therefore have slight differences in shade or finish.

Normal manufacturing variations do not automatically constitute a defect.

Glass is manufactured to recognised industry tolerances.

Minor visual imperfections which fall within applicable manufacturing or industry standards are not considered product defects.

Glass should be assessed under the appropriate viewing conditions and standards applicable to that product.

Unless expressly covered by a particular manufacturer’s written warranty, our guarantee does not cover glass that is shattered, cracked or broken after installation where the breakage is not caused by a defect or breach for which we are responsible.

This includes accidental impact and damage caused by the Customer or third parties.

Where the applicable manufacturer’s warranty specifically excludes spontaneous glass breakage or nickel sulphide inclusion (NiS), those exclusions will also apply to the manufacturer’s warranty.

Nickel sulphide inclusion, commonly referred to as NiS, is a rare phenomenon associated with toughened glass which can result in spontaneous glass breakage.

Where a manufacturer expressly excludes NiS breakage from its warranty, a replacement resulting solely from NiS will not be covered by that manufacturer’s guarantee.

For Titan EDGE rooflights, Titan’s published product warranty specifically excludes shattering, cracking and breakage, including glass breakage caused by nickel sulphide inclusions.

Nothing in this section removes any statutory right the Customer may have where the Company is legally responsible for the failure.

We do not guarantee that replacement windows, doors or glazing will eliminate condensation.

Condensation is affected by humidity, heating, ventilation, building construction, temperature and lifestyle factors.

External condensation may occur on modern energy-efficient glazing because the external pane remains colder as less heat escapes through the glass.

Condensation alone therefore does not establish a fault with a window or sealed glass unit.

Condensation between the panes of a sealed glass unit, however, may indicate unit-seal failure and should be reported to us.

Trickle vents will be provided where included in the agreed specification or where required for the work for which we are responsible.

Trickle vents are designed to permit background ventilation and therefore cannot provide the same acoustic or airtight characteristics as a completely sealed frame.

Aluminium bifold doors and sliding doors contain moving components which require reasonable maintenance.

The Customer should keep tracks, drainage channels and thresholds clear of dirt, stones, plaster, building debris and other obstructions.

Rollers, locks, hinges and moving hardware should be maintained in accordance with the manufacturer’s recommendations.

Faults directly caused by lack of reasonable maintenance, obstruction, misuse or unauthorised adjustment are not covered by our guarantee.

Unless a different period is shown on the quotation, product documentation or within these Terms & Conditions, qualifying windows and doors supplied and installed by us carry our stated 10-year guarantee against qualifying manufacturing and installation defects.

The guarantee begins when installation is completed.

For supply-only products, the applicable product or manufacturer’s warranty begins in accordance with the relevant warranty terms.

Different components may carry shorter manufacturer warranty periods.

Our guarantee is additional to the Customer’s statutory rights.

Any guarantee provided directly by Bi Folds & Windows Direct is issued to the original Customer named on our invoice/order and is personal to that Customer.

Our commercial guarantee is not transferable to a subsequent homeowner, purchaser, landlord, tenant or occupier if the property is sold, gifted, transferred or otherwise changes ownership or occupation.

A person purchasing a property containing products previously supplied or installed by us does not automatically acquire the original Customer’s Bi Folds & Windows Direct guarantee.

Where the applicable manufacturer’s warranty is also non-transferable, that manufacturer’s warranty will cease to apply in accordance with its own terms when the relevant ownership or qualifying Customer changes.

A subsequent homeowner may contact us for assistance, inspection, servicing, adjustment, repair or replacement, but such work may be chargeable.

This section concerns our voluntary commercial guarantee. It does not remove statutory rights that cannot legally be excluded or transferred by these Terms & Conditions.

Where we supply a Titan EDGE rooflight, the applicable Titan manufacturer’s warranty will apply in accordance with Titan’s current written warranty terms.

Titan currently provides:

• Fixed EDGE Rooflight — 10-year warranty on the unit seal and frame
• Opening EDGE Air Rooflight — 10-year warranty on the unit seal and frame
• Electronic motor components — 1-year warranty
• Multipane EDGE Rooflight — 10-year warranty on the unit seal and frame

For the purpose of Titan’s warranty, unit-seal failure is indicated by condensation occurring inside the sealed unit.

Titan warranty is non-transferable: Titan states that its EDGE rooflight warranty begins when the rooflight is received from Titan and is not transferable.

This means that a subsequent owner of a property should not assume that the original purchaser’s Titan manufacturer’s warranty transfers with the property.

Titan warranty claims: Titan requires warranty claims to be reported as soon as possible and no later than 7 days after the defect becomes apparent.

Customers should therefore contact us promptly if they believe a Titan product supplied through us has developed a defect.

Titan’s manufacturer’s warranty currently excludes, amongst other matters:

• shattering;
• cracking;
• glass breakage however caused;
• glass breakage caused by nickel sulphide inclusions (NiS);
• failures outside the scope of the written warranty;
• accidents;
• fire;
• theft or attempted theft;
• explosion;
• loss of electrical connection to electrically operated rooflights;
• connection to an incorrect power-supply voltage;
• abuse or misuse;
• using the rooflight for a purpose for which it was not intended;
• walking on glass which was not supplied as walk-on glass;
• wear and tear;
• gradual deterioration;
• corrosion; and
• failure to follow Titan’s installation instructions.

The manufacturer’s warranty is subject to Titan’s complete warranty wording in force for the relevant product.

Where a rooflight, roof lantern or roofing product is manufactured by another supplier, the applicable manufacturer’s warranty period and conditions will apply.

Any warranty period stated by a manufacturer relates to that manufacturer’s warranty and should not be interpreted as extending our liability beyond our contractual or statutory responsibilities.

For supply-only roofing products, we are not responsible for defects caused by incorrect installation by another contractor.

Where we install a rooflight or roof lantern onto an upstand, kerb or roof structure constructed by others, the Customer or their roofing/building contractor is responsible for ensuring that the supporting structure is suitable and correctly constructed.

Our guarantee does not cover problems caused by:

• defective roof construction;
• inadequate structural support;
• defective upstands or kerbs constructed by others;
• roof movement;
• defective roofing membranes;
• drainage problems outside our work;
• third-party alterations;
• misuse; or
• damage caused by other contractors,

unless the underlying problem results from work for which we are responsible.

Integral blinds and their operating mechanisms are covered according to the applicable manufacturer’s warranty.

Damage caused by misuse, excessive force, accidental damage, unauthorised adjustment or interference is not covered by our commercial guarantee.

Minor alignment characteristics which fall within the manufacturer’s tolerances do not constitute a defect.

Our commercial guarantee does not cover a problem to the extent it has been caused by:

• accidental damage;
• deliberate damage;
• misuse or abuse;
• neglect;
• normal wear and tear;
• failure to undertake reasonable maintenance;
• third-party repairs;
• unauthorised adjustment;
• building movement;
• settlement;
• defective lintels;
• defective surrounding brickwork;
• defective roofs or structures;
• incorrect installation by another contractor;
• Customer-supplied incorrect measurements;
• alterations carried out after our installation;
• obstruction of drainage channels;
• plaster, cement, render or building debris entering moving components;
• extreme external events outside our reasonable control;
• cosmetic weathering;
• condensation that does not result from a covered sealed-unit failure;
• damage caused by other trades; or
• a component or structure which we did not supply or install.

An exclusion will only apply to the extent that the excluded event or condition caused or contributed to the relevant problem.

If you believe a product is defective, please contact us promptly and provide:

• your name;
• installation address;
• approximate installation date;
• description of the problem;
• photographs; and
• video where useful.

Providing this information allows us to assess the problem more quickly.

We may initially assess a claim using photographs or video before deciding whether a site inspection is required.

You must provide reasonable access to allow us to inspect an alleged defect and, where appropriate, undertake remedial work.

Where a Customer requests a warranty inspection, we may ask for photographs or video before attending.

If there is reasonable evidence that the reported issue is likely to fall outside our guarantee, we may notify you in advance that a reasonable inspection/call-out charge will apply if the inspection confirms the issue is not covered.

For suspected glass breakage or damage, this charge may be up to £300, provided the potential charge is disclosed before the visit.

No such charge will be imposed merely because a Customer makes a genuine warranty claim.

Where inspection confirms a qualifying defect for which we are responsible, no warranty inspection charge will be made.

You should contact us before instructing another contractor to repair or modify a product which is the subject of a potential guarantee claim.

We must be given a reasonable opportunity to inspect and, where we are responsible, rectify the issue.

We are not responsible for additional damage caused by another person attempting repairs or modifications.

This does not prevent the Customer from taking reasonable urgent action where necessary to protect people or property.

Where products are supplied without installation by us, responsibility for installation rests with the Customer and/or their appointed installer.

The Customer is responsible for ensuring:

• dimensions are correct;
• openings are suitable;
• products are installed correctly;
• manufacturer’s instructions are followed;
• appropriate fixings are used;
• products are correctly glazed where applicable;
• drainage is maintained; and
• relevant building requirements are followed.

Our installation/workmanship guarantee does not apply to installation carried out by another party.

A manufacturer’s product warranty may still apply subject to that manufacturer’s terms.

Following installation, builders, plasterers, renderers, decorators, flooring contractors and other trades must take appropriate care around our products.

We are not responsible for damage caused by third-party work, including damage caused by:

• plaster;
• cement;
• render;
• paint;
• chemicals;
• grinding or cutting debris;
• impact;
• screws or fixings;
• flooring;
• structural alterations; or
• unauthorised adjustment.

Protective film should be removed in accordance with manufacturer guidance.

We want any genuine installation issue resolved properly.

Customers should report apparent snagging items as soon as reasonably practicable.

Minor snagging items do not necessarily mean that an otherwise substantially completed installation is incomplete.

We must be provided with reasonable access and opportunity to inspect and rectify work for which we are responsible.

Customers should not instruct another contractor to carry out non-urgent remedial work at our expense without first providing us with a reasonable opportunity to inspect and remedy the issue.

Warranty repairs can occasionally depend upon replacement glass, hardware or components supplied by third-party manufacturers.

We will make reasonable efforts to obtain replacement components within a reasonable period.

We cannot guarantee immediate availability of discontinued or specialist components.

Where an original component is no longer available, a reasonably equivalent replacement may be offered where appropriate.

We are responsible for loss or damage where required by applicable law.

We are not responsible for loss which was not reasonably foreseeable when the contract was entered into or for loss caused by circumstances for which we were not responsible.

Nothing in these Terms & Conditions excludes or restricts liability where doing so would be unlawful, including liability for death or personal injury caused by negligence.

Where products or services are purchased wholly or mainly for business purposes, the Customer is treated as a business Customer rather than a consumer to the extent provided by law.

Different legal rights may apply to business-to-business transactions.

Any specifically agreed commercial terms stated on our quotation or order confirmation will form part of the contract.

If something goes wrong, please contact Bi Folds & Windows Direct and provide sufficient information for us to investigate.

We may request photographs, videos or access to the property.

We must be provided with a reasonable opportunity to inspect and, where we are responsible, remedy the problem.

We will investigate complaints reasonably and seek to resolve genuine defects in accordance with the contract and applicable law.

We may photograph completed installations for record keeping, quality control and marketing purposes.

We will take reasonable steps not to unnecessarily disclose personal information.

If you do not want photographs of your property used for marketing, please tell us.

Information on our website concerning aluminium bifold doors, windows, sliding doors, composite doors, rooflights, roof lanterns, glazing, specifications and installation is provided to help Customers understand our products and services.

Product specifications can change as manufacturers develop their systems.

The specification confirmed on your quotation or order confirmation takes priority over general product information displayed elsewhere where there is a clear difference specifically agreed with you.

Any request to change an order should be made in writing.

A change is not accepted until confirmed by us.

Once manufacture has commenced, changes may not be possible.

Where a requested change is possible, additional manufacturing, administration, delivery or installation costs may apply.

Any additional cost will be communicated before the variation is agreed.

We will not be responsible for a failure or delay caused by an event genuinely outside our reasonable control.

Examples may include:

• severe weather;
• fire;
• flood;
• significant transport disruption;
• widespread material shortages;
• industrial disputes;
• utility failures;
• supplier disruption; or
• government restrictions.

We will take reasonable steps to minimise the effect of such circumstances and resume performance when reasonably possible.

These Terms & Conditions and our commercial guarantees operate in addition to your statutory rights.

For consumers, products must meet the standards required by applicable consumer law, including requirements relating to satisfactory quality, fitness for purpose and description.

Installation services must be carried out with reasonable care and skill.

Nothing in our guarantee exclusions removes a statutory remedy where the law makes us responsible.

These Terms & Conditions and contracts entered into with Bi Folds & Windows Direct are governed by the laws of England and Wales.

Nothing in this provision removes any jurisdictional protection that applicable consumer law gives to a consumer.

By accepting our quotation, placing an order or paying the required deposit, you acknowledge that these Terms & Conditions form part of the contract.

You should read them before confirming your order.

In particular, Customers should check carefully:

• Measurements
• Product specification
• Colours
• Glass
• Opening configurations
• Bifold opening direction
• Master door location
• Window opening styles
• Cills and thresholds
• Trickle vents
• Survey requirements
• Payment schedule
• Installation inclusions and exclusions
• Guarantee conditions
• The non-transferability of our commercial guarantee

Where you are unsure about any part of your quotation or specification, please contact Bi Folds & Windows Direct before approving manufacture.