Terms & Conditions

1. About us and these terms

Sash Timber Windows ("we", "us", "our") designs, manufactures, supplies and installs timber windows and doors for homes across South West London, including Wandsworth, Clapham, Balham, Wimbledon, Putney, Fulham, Richmond and the surrounding SW postcodes. These terms and conditions apply to all estimates, quotations, surveys and contracts for the supply and installation of our products.

By accepting a quotation or paying a deposit, you agree to these terms. Nothing in these terms affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015.

If you have any questions, contact us at info@sashtimberwindows.co.uk or call 020 4652 9820.

2. Estimates and quotations

• Online estimates (including our price calculator) are indicative only and do not form a contract. A firm quotation is provided after a free, no-obligation survey of your property.
• Written quotations are valid for 30 days from the date of issue.
• Quotations cover only the works and specifications described in them. Any additional work, changes to specifications or unforeseen issues discovered during installation (for example, hidden structural defects or rot beyond that visible at survey) will be quoted separately and agreed with you in writing before work proceeds.
• All prices include VAT unless stated otherwise.

3. Surveys and measurements

Before manufacture, we carry out a detailed technical survey to confirm measurements, specifications, colours and finishes. The final contract is based on this survey. Because our windows and doors are made to measure for your property, please check the survey confirmation carefully — changes after manufacture has begun may not be possible or may incur additional cost.

4. Deposits and payment

• A deposit (typically 25–50% of the contract price, as stated on your quotation) is payable to confirm your order and schedule manufacture.
• The balance is payable on satisfactory completion of the installation, unless a staged payment schedule has been agreed in writing.
• Goods remain our property until payment has been received in full. Late payment may incur interest at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998 where applicable.

5. Your right to cancel

If you entered into the contract away from our business premises or at a distance (for example, at your home or online), you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 days of the date the contract is made, without giving a reason. To cancel, email or write to us within that period; we will refund any payments made within 14 days of cancellation.

Please note: our windows and doors are made to measure to your specification. If you ask us to begin manufacture within the 14-day cancellation period and later cancel, we may deduct reasonable costs for work already carried out. Once bespoke manufacture is complete, the statutory right to cancel no longer applies to those made-to-measure goods, although your statutory rights in respect of faulty or misdescribed goods are unaffected.

6. Installation

• We will agree an installation date with you and keep you informed of any changes. Lead times are estimates and may vary due to manufacturing schedules, weather or circumstances beyond our reasonable control.
• You agree to provide reasonable access to the property, clear the working area of furniture, curtains and valuables, and ensure water and electricity are available where needed.
• We will carry out the work with reasonable care and skill, protect your property during installation and leave the site clean and tidy on completion.
• Minor making-good of internal plaster and decoration around new frames is included where stated in your quotation; redecoration is not included unless expressly agreed.

7. Building regulations and FENSA

Replacement window and door installations in England must comply with Building Regulations. Where required, we register qualifying installations with FENSA, and you will receive a FENSA certificate confirming compliance after completion. If your property is listed or in a conservation area, you are responsible for obtaining any necessary planning or listed building consent, although we are happy to advise and supply supporting specifications.

8. Guarantee

• Our timber windows and doors are covered by a workmanship and product guarantee, the duration of which is stated on your quotation (typically 10 years on timber frames and factory finishes, and 5 years on hardware and sealed glazed units).
• The guarantee covers defects in materials and workmanship under normal domestic use. It does not cover damage caused by accident, misuse, neglect, alterations by others, failure to maintain finishes in accordance with our care guidance, or natural characteristics of timber such as minor grain movement.
• The guarantee is valid from the date of completion, is conditional on the contract price having been paid in full, and applies to the property where the products were installed.
• Your statutory rights are not affected by this guarantee.

9. Faults and remedies

Under the Consumer Rights Act 2015, our goods must be of satisfactory quality, fit for purpose and as described, and our services must be carried out with reasonable care and skill. If something is wrong, contact us as soon as possible and we will inspect and, where appropriate, repair or replace the affected item at no cost to you, or offer another remedy required by law.

10. Liability

We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded by law. Subject to that, we are not liable for losses that were not foreseeable when the contract was made, losses not caused by our breach, or business losses, and our total liability under a contract is limited to the price paid for the works. We hold public liability insurance; details are available on request.

11. Events beyond our control

We are not responsible for delays or failure to perform caused by events beyond our reasonable control, such as extreme weather, supplier failures, strikes or restrictions imposed by authorities. We will contact you as soon as possible and take reasonable steps to minimise the delay.

12. Complaints

If you are unhappy with any aspect of our work, please contact us first at info@sashtimberwindows.co.uk or on 020 4652 9820 and we will do our best to resolve the matter promptly. If we cannot resolve a dispute between us, you may be able to refer it to an alternative dispute resolution scheme; FENSA-registered installations also benefit from the FENSA complaints framework.

13. General

• These terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction.
• If any part of these terms is found to be unenforceable, the remainder continues in effect.
• We may update these terms from time to time; the version in force when you accept a quotation applies to your contract. Changes will be published on this page with a revised "last updated" date.

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