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Terms & Conditions

The customer agrees to purchase and have installed and the Company agrees to supply and install the products specified in the form of an order. Any variations to works or spec must be agreed in writing by both parties.

1. Parties: This agreement is between Suffolk Door Company 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. 

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, cash, card 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.

5. Guarantees: The Company will pass on all manufacture guarantees for the periods as follows:- Composite Door 10 years against warping, cracking, discolouring. – Glazed units 5 years against unit failure i.e. condensation between panes. – Hardware e.g.: handles, hinges, locks, letterboxes etc., 1 year. This guarantee is transferable onto subsequent owners of the property for an administration fee of gbp 25.00. For any claims under this guarantee, the Company would request that the customer notify the Company in writing within 5 business days of discovering the fault.

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.

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 Metres 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.

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 / modification’s 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.

11.  Final Payment: Final payment to be made on completion of the installation.

12.  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.

13.  Insurance-backed guarantee: Available on request.

14.  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.

15.  Complaints procedure: Any complaints should be advised to the Company as soon as possible, this can be by phone, email or made in writing. We will endeavour to answer your complaint within 5 business days. Dispute resolution can also be sought through the Company’s certification body or competent person scheme operator.

16.  Notice of Right to Cancel: 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.

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Suffolk Door Company
42 Demoiselle Crescent

Call us on 0800 195 6068

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