Terms & Conditions

These are the terms Dio-Met Fabrications Ltd sells on. They apply to every quotation and every order unless we have agreed otherwise in writing.

Who these terms apply to

Some of what follows depends on whether you are buying as a consumer or as a business, because consumers have rights in law that businesses do not.

You are a consumer if you are an individual buying wholly or mainly for yourself rather than for a business. Most homeowners buying from this website are consumers.

You are a business buyer if you are buying for a company, a partnership, a sole trader business, a contractor buying for a site, or any other trade or professional purpose. It makes no difference whether you found us through this website, by phone or through a quotation.

Clauses that apply only to business buyers are marked as such. Everything else applies to both. Where you are a consumer, your cancellation and refund rights are set out on our returns and cancellations page and nothing in these terms reduces them.

1. Definitions and Interpretation

1.1 In these conditions "the Company" means Dio-Met Fabrications Ltd, company number 02571825, of Arc Works, 150 Worksop Road, Sheffield, S9 3TN, and "the Buyer" means any person, firm, company or other organisation placing an order with the Company.

1.2 "Consumer" means an individual Buyer acting wholly or mainly outside that individual's trade, business, craft or profession. "Business Buyer" means any other Buyer.

1.3 The Company shall be deemed to be the seller of Goods.

1.4 "the Goods" means the product offered by the Company for sale which the Buyer is to purchase in accordance with these Conditions.

1.5 "Made to Measure Goods" means Goods manufactured to a dimension, shape, drawing or template supplied by the Buyer. "Made to Order Goods" means Goods manufactured after the order is placed but to a size or specification listed by the Company. Each product page states which category the Goods fall into.

1.6 The headings used in these Conditions are for convenience only and do not affect their interpretation.

2. Application and Variation of Conditions

2.1 The Company shall sell and the Buyer shall purchase Goods in accordance with any quotation or offer made by the Company which is accepted by the Buyer, or any order made by the Buyer which is accepted by the Company.

2.2 Where an order is placed through this website, the contract is formed when the Company sends written confirmation that the order has been accepted. The automated acknowledgement generated when you complete checkout confirms that we have received your order, not that we have accepted it. If we cannot accept an order we will tell you promptly and refund any payment in full.

2.3 These Conditions are incorporated in all quotations and contracts for the sale of Goods or services by the Company.

2.4 Business Buyers only. Any provision of the Buyer's order or purchase conditions which is inconsistent with these Conditions shall be of no effect unless expressly agreed by the Company in writing.

2.5 These Conditions cannot be varied without the prior written consent of the Company stating the variation and referring expressly to the Condition which is to be varied.

2.6 Where the Company does not insist on strict compliance with these Conditions on one occasion, it does not lose the right to do so later.

2.7 Business Buyers only. The Company's employees are not authorised to make representations concerning the Goods unless confirmed by the Company in writing, and in entering into the contract the Buyer acknowledges that it does not rely on any representation that is not so confirmed. Nothing in this clause limits liability for fraudulent misrepresentation.

3. Specifications & Orders

3.1 The specification for Goods shall be that set out in the Company's sales literature, or as closely matched to the information supplied to the Company where a specification is not given.

3.2 Illustrations, photographs and descriptions are intended as a guide to the general character of the Goods and are not binding on the Company unless specifically referred to in a tender or quotation. Where you are a Consumer, the Goods will match the description given in the listing for the item you ordered.

3.3 The Company may alter specifications in order to comply with statutory or regulatory requirements, or where the alteration has no material effect on quality or performance.

3.4 The Company accepts no liability for specification alterations made by the Buyer in relation to the safety or performance of the Goods.

3.5 Business Buyers only. No order that has been accepted may be cancelled or amended by the Buyer unless agreed in writing by the Company, and any such agreement shall be on the terms that the Buyer indemnifies the Company against all losses, costs, damages and expenses incurred as a result of the cancellation or amendment. Consumers should see clause 16 and our returns and cancellations page.

3.6 Orders for Goods requiring installation are accepted subject to survey and to agreement of the Company's design criteria. Where a survey shows that the Goods cannot be supplied or installed as ordered, the Company will tell the Buyer and refund any payment made, unless a variation is agreed.

3.7 Meeting the requirements of any relevant Building Regulations is the responsibility of the Buyer, any third party installer and the owner of the building. Building Regulations apply to most building work, so it is important to establish when approval is needed. See gov.uk building regulations approval.

4. Prices & Quotations

4.1 Prices shown on this website include VAT at the current rate. Prices given in a written quotation are exclusive of VAT and of any other applicable tax or duty unless the quotation states otherwise. Goods exported from the United Kingdom are zero rated for UK VAT.

4.2 Unless otherwise stated, delivery and installation are charged in addition at the rate determined by the Company.

4.3 A quotation, estimate or tender is an invitation to order and is not itself a binding contract. A binding contract is formed as set out in clauses 2.1 and 2.2.

4.4 Typographical, clerical or other errors or omissions in sales literature, a quotation, a specification, an invoice or any other document issued by the Company may be corrected without liability on the part of the Company. Where a price is obviously wrong and the Buyer could reasonably have recognised it as an error, the Company is not obliged to supply at that price, and will tell the Buyer and refund any payment made.

4.5 Unless otherwise agreed in writing, quotations remain valid for 30 days from the date of quotation.

4.6 Price lists and related documents are subject to alteration without notice. Alterations do not affect orders already accepted.

4.7 The price of Goods shall be that stated in the tender, quotation or website listing applicable at the time the order is accepted.

4.8 The Company may, by giving notice to the Buyer before delivery, increase the price of Goods to reflect an increase in cost to the Company resulting from a change requested by the Buyer to the delivery date, quantity or specification, or from a delay caused by the Buyer's instructions or by the Buyer's failure to supply adequate information. Where the Buyer is a Consumer, the Company will not increase the price for any other reason after the order is accepted, and where an increase under this clause is notified the Consumer may cancel the order and receive a refund of sums paid, less the value of any work already properly carried out at the Consumer's request.

5. Payment and Credit Terms

5.1 Orders accepted on pro-forma terms will not be dispatched until cleared payment has been received for the Goods in full.

5.2 On orders over £1,000, or any amount the Company considers appropriate, a minimum deposit of 25% is required unless otherwise agreed in writing. The balance is payable before delivery or installation.

5.3 Deposits are required only for Made to Measure Goods, Made to Order Goods, or Goods not available from stock. Stock items are paid for in full before dispatch.

5.4 Business Buyers only. Deposits paid are non-refundable.

5.5 Where a Consumer cancels an order for Made to Measure Goods, the Company will retain from the deposit only such sum as covers costs the Company has already paid out or irrevocably committed in respect of that order, and will refund the balance. The Company will provide a written breakdown of the sum retained on request. Where a Consumer cancels an order for stock items or Made to Order Goods within the cancellation period, the deposit is refunded in full in accordance with clause 16.

5.6 Where the Goods are ready for delivery and the Buyer has been notified, but the Buyer is not ready to accept delivery, the balance is payable within 15 days of notification. The Company will then store the Goods free of charge for a maximum of 30 days. Any extension must be agreed in writing and will be subject to an agreed storage charge.

5.7 Payment may be made on collection but cannot be accepted on delivery of Goods.

5.8 Where an order is accepted on credit terms, payment is due 30 days from the invoice date unless otherwise agreed in writing.

5.9 Credit accounts are given only subject to prior approval in writing and are subject to credit and reference checks. The Company may withdraw credit account status at any time.

5.10 Payment is due on the due date notwithstanding that delivery may not have taken place. Goods remain the property of the Company until paid for in full.

5.11 Business Buyers only. The Company may charge interest on any amount not paid by the due date at 4% above the Bank of England base rate, or at the rate provided by the Late Payment of Commercial Debts (Interest) Act 1998 together with the fixed sum compensation and reasonable recovery costs provided by that Act, whichever is the greater.

5.12 Where a Consumer fails to pay a sum properly due, the Company may charge interest at 4% above the Bank of England base rate from the due date until payment.

5.13 Export orders are payable in full in GBP before dispatch, and the Buyer is responsible for all charges raised by the sending and receiving banks.

6. Risk and Title

6.1 Risk in the Goods passes to the Buyer on delivery, or on completion of installation where the Company is installing. Where the Buyer is a Consumer, risk passes when the Goods come into the physical possession of the Consumer or of a person identified by the Consumer to take possession of them.

6.2 Legal and beneficial title to the Goods does not pass to the Buyer until the Company has received payment in full in cleared funds.

6.3 Business Buyers only. Until title has passed, the Buyer holds the Goods as bailee for the Company, shall store them appropriately and separately so that they remain identifiable as the Company's property, and shall insure them against all reasonable risks.

6.4 Business Buyers only. Until title has passed, the Buyer shall return the Goods to the Company carriage paid on demand, and the Company may enter the Buyer's premises to repossess or remove them.

6.5 Business Buyers only. The Buyer may sell the Goods in the ordinary course of business, and the proceeds of any such sale shall be held on trust for the Company in a separate account until the Company has been paid in full.

6.6 Business Buyers only. The Buyer's right to possession of Goods in which title has not passed terminates immediately on the appointment of a receiver, administrator or liquidator, on a winding up order, or in the case of an individual on a bankruptcy order or an individual voluntary arrangement.

7. Delivery, Dispatch and Inspection

7.1 Delivery shall be to the address specified in the Buyer's order and accepted by the Company, whether that address is within the United Kingdom or overseas. For deliveries outside the United Kingdom the applicable shipping terms, for example Ex Works or DAP, are those stated on the Company's quotation or invoice. Our export and international delivery page sets out how those orders are handled.

7.2 The Buyer may collect from the Company's premises at any time after the Company has given notice that the Goods are ready. Collections must be prearranged for health and safety reasons and so that the Goods are accessible. The Buyer enters the Company's premises at the Buyer's own risk.

7.3 Most of what the Company makes is manufactured to order and the lead time is stated on the product page or in the quotation. Where a lead time is stated, that is the delivery period agreed between the parties. Where no period is stated and the Buyer is a Consumer, the Company will deliver without undue delay and in any event within 30 days of the contract being formed.

7.4 Business Buyers only. Dates or periods quoted for delivery or installation are approximate and time for delivery is not of the essence unless previously agreed in writing. Failure to meet a delivery date does not constitute a breach of contract and does not entitle the Buyer to treat the contract as terminated or to any other remedy.

7.5 Where the Company is unable to deliver within the agreed period and the Buyer is a Consumer, the Consumer may specify a further reasonable period for delivery and, if the Company fails to deliver within that period, may treat the contract as at an end and obtain a refund. Where the agreed delivery period was essential in the circumstances and the Consumer made that known before the contract was formed, the Consumer may treat the contract as at an end immediately.

7.6 If the Buyer fails to take delivery on the prearranged date, or fails to provide the instructions, documents or consents needed to enable delivery, the Company may store the Goods or arrange storage, and delivery shall be deemed to have taken place. The Buyer shall pay the Company's reasonable costs of storage, insurance and redelivery. Where the Buyer is a Consumer, this applies only where the failure is the Consumer's fault, and the Company will tell the Consumer what the charges are before they are incurred.

7.7 Where delivery is delayed by something outside the Company's reasonable control, including the act or default of the Buyer or of a carrier, the Company is not liable for the delay. The Buyer's rights under clauses 7.5 and 15 are unaffected.

7.8 The Company strongly advises that installation is not booked and no other trade is scheduled until the Buyer has the Goods and is satisfied with them. The Company does not accept liability for costs the Buyer incurs by booking other work before the Goods have arrived and been checked.

7.9 Consignments are dispatched by third party carriers. A copy of a carrier's terms can be requested when delivery is arranged.

7.10 Larger fabricated goods such as balconies, staircases and glass floors can usually only be delivered by flatbed vehicle, being too large for a tail-lift service. In those cases the Buyer must have available a forklift, a crane, or enough able-bodied people to unload the vehicle. The Company may charge for redelivery where this is not provided and safe delivery is not possible. The Company will tell the Buyer before delivery where these arrangements are needed.

7.11 Where the Buyer has nominated a safe place or a neighbour to receive the Goods, the carrier may leave them there and delivery is complete on that placement. Where the Buyer is a Consumer and has not nominated a place or person, the Goods remain at the Company's risk until the Consumer or a person identified by the Consumer takes physical possession of them. Photographic evidence of the delivery location is available on request.

7.12 On an export order, import duty, import VAT or sales tax, customs brokerage and clearance fees raised in the destination country are payable by the Buyer, directly to the carrier or broker. Where the Buyer arranges its own freight forwarder, the Goods are supplied Ex Works and it is the Buyer's responsibility to ensure the consignment is carried non-stackable and is fully insured in transit from the point of collection.

8. Inspection and Defective Goods

8.1 The Buyer should inspect the Goods on delivery or on collection.

8.2 Where Goods are visibly damaged on arrival, the delivery should be refused or the carrier's note signed as "damaged".

8.3 Where Goods cannot reasonably be inspected on delivery, the carrier's note should be signed as "unchecked".

8.4 Damage, shortage or defects apparent on reasonable inspection should be reported to the Company in writing within 48 hours of delivery, with photographs. This is because the Company's ability to claim against a carrier is lost if a claim is not made promptly, and a prompt report makes putting the matter right significantly faster. Where the Buyer is a Consumer, failure to report within 48 hours does not affect the Consumer's statutory rights, which are set out in clause 16.

8.5 Business Buyers only. The Company shall be under no liability in respect of a complaint under clause 8.4 unless the Company is given an opportunity to inspect the Goods before they are used or altered.

8.6 Goods should not be returned to the Company without a returns number, which the Company will provide on request. This is so that returned Goods can be matched to the order on arrival.

8.7 Where Goods returned in accordance with clause 8.6 are found to be defective, the Company will replace them or refund them. Business Buyers only: the Company shall have no further liability to the Buyer in respect of those Goods.

8.8 Goods returned by the Buyer are at the Buyer's risk in transit and should be suitably packaged. Where Goods are returned because they are defective or because the Company sent the wrong item, the Company will pay the return costs.

8.9 The Company is not liable for wear and tear, or for deterioration of Goods that have not been maintained appropriately for the product and its environment. The Company's product maintenance guide sets out what each finish requires. It remains the Buyer's responsibility to care for the Goods once installed.

8.10 The Company is not liable for defects arising from wilful damage, negligence, failure to follow the Company's instructions, misuse, or alteration of the Goods without the Company's approval. Installation carried out by the Buyer or by anyone working on the Buyer's behalf is not guaranteed or approved by the Company.

8.11 Business Buyers only. Stock Goods accepted back for credit where the Buyer has simply changed its mind may be subject to a restocking fee, at the Company's discretion. No restocking fee is charged on Goods returned by a Consumer exercising the cancellation rights in clause 16, or on Goods returned because they are defective.

9. Free Issue Materials

9.1 Materials or other property supplied to the Company by or on behalf of the Buyer are held and processed at the Buyer's risk, and the Buyer should insure them.

9.2 The Company is not responsible for the intrinsic value of such materials.

9.3 Where materials are damaged or rendered unusable through the fault of the Company, the Company will process substitute materials supplied by the Buyer at no additional charge. Business Buyers only: the Company shall have no further liability in respect of those materials.

10. Made to Order and Made to Measure Goods

10.1 Where the Company is unable to produce Goods ordered because of unexpected technical or other problems, it may cancel the order and will refund all sums paid. Where the Buyer is a Consumer, the Company will also reimburse any reasonable costs the Consumer has incurred as a direct result of the cancellation, where those costs were foreseeable to both parties.

10.2 Made to Measure Goods cannot be returned because the Buyer has changed its mind. This is because they are manufactured to the Buyer's own dimensions and cannot be supplied to anybody else. Each product page states before the order is placed whether the Goods are Made to Measure. This clause does not apply where the Goods are faulty, not as described or not fit for purpose, and does not affect the rights set out in clause 16.

10.3 Business Buyers only. Cancellation or variation of an order will be accepted only at the Company's discretion and on terms which indemnify the Company against any loss or expense incurred. Deposit payments will not be refunded.

10.4 Where Goods are manufactured to designs or schemes supplied by the Buyer, and the Buyer has not told the Company that they are subject to third party copyright or patent, the Company accepts no liability for loss, damage or costs arising from breach of that copyright or patent.

10.5 Hand crafted fabricated products are subject to the Company's quality control system and are inspected before dispatch. Minor variation inherent in hand fabrication is to be expected and is not a defect, provided the Goods are of satisfactory quality and match the description and the agreed dimensions.

11. Installation

11.1 Where the Company is contracted to carry out installation, it is the Buyer's responsibility to ensure a fixing surface suitable for the product. The Company will offer advice on what it considers appropriate, but that advice is for guidance and is not a structural assessment.

11.2 The Buyer should confirm with Building Control what surface or construction the Goods should be installed upon and, where necessary, consult a structural engineer. See gov.uk building regulations approval.

11.3 The Company is not liable for defects in an installation arising from an unsuitable fixing surface or from any other cause not attributable to the installation work itself.

11.4 Clause 11.3 includes subsidence, landslip, storm and other natural events that may disrupt the installation or damage the Goods installed.

11.5 Moving large and heavy goods into a building can mark a wall, a door frame or a floor, and minor marking of that kind is reasonably to be expected on any project of this type. It is normally dealt with at final snagging by the appropriate trade. The Company is not liable for minor marking of this kind, but will tell the Buyer about anything it causes and will put right any damage that goes beyond what is reasonably unavoidable.

11.6 Once installed, risk in the Goods passes to the Buyer.

11.7 The Buyer should check the installation on completion and report any defect in writing. Business Buyers only: the Company shall be under no liability unless a written complaint is delivered within 3 working days of completion. Where the Buyer is a Consumer, prompt reporting helps the Company put things right quickly, but the Consumer's statutory rights under clause 16 are not affected by a later report.

11.8 Where dimensions are supplied to the Company by the Buyer, those dimensions are taken to be accurate. Drawings and interpretations supplied by the Company must be checked by the Buyer before manufacture begins. The Company is not liable for an installation defect, or for costs arising, where the cause is an inaccurate dimension supplied by the Buyer or a drawing the Buyer approved. Any discrepancy should be notified in writing.

11.9 Where Goods are supplied for self-assembly, the Company is not liable for incorrect handling, assembly, damage or defect caused by the Buyer or by anyone acting on the Buyer's behalf.

11.10 Where a further site visit is required to survey or install, and the need for it is not the fault of the Company, a charge is payable at a minimum of £50 per operative per hour plus travel expenses. Additional deliveries are charged at cost. The Company will tell the Buyer that a charge will apply, and what it is expected to be, before the visit is made.

11.11 Unless otherwise agreed in writing, the Company assumes that there is adequate access to carry out the installation and that any fixed scaffolding required will be provided by the Buyer or the main contractor.

11.12 Installation is offered within the United Kingdom only. Goods delivered outside the United Kingdom are supplied on a supply only basis, and installation is the Buyer's responsibility.

12. Standards

12.1 Goods supplied will be of satisfactory quality, will match the description given, and will be of the standard of quality customary for the type of Goods ordered or as specified by the Company in writing.

12.2 Where the Buyer makes known to the Company in writing, before the order is placed, a particular purpose for which the Goods are required, the Company will confirm in writing whether the Goods are suitable for that purpose and the Goods will be fit for it. Where a particular purpose is not made known to the Company before the order is placed, the Company does not warrant suitability for that purpose. This clause does not limit any right a Consumer has under the Consumer Rights Act 2015.

12.3 Guidance on standards and the normal practice adopted by the Company is available on request.

12.4 Unless the Buyer asks the Company in writing, the Company assumes that the Buyer has obtained the necessary advice on installation and safety standards required by Building Control and by relevant legislation for the Goods ordered.

12.5 Glass is not manufactured by the Company. Glass is bought in from glass processors and supplied to the relevant British and European standards, including BS EN 12150 for thermally toughened glass and BS EN 14449 for laminated glass, with impact performance classified to BS EN 12600. Safety glass carries a permanent mark as required by those standards.

12.6 The visual quality of glass supplied by the Company is governed by the Glass and Glazing Federation visual quality standard, commonly known as the quality of vision check. Glass is assessed by looking through the pane rather than at it, in natural daylight and not towards the sun, at 90 degrees to the pane, with the glass free of visible moisture, from a distance of not less than 2 metres, or not less than 3 metres for toughened, laminated or coated glass, and excluding a 50mm wide band around the edge of the pane.

12.7 Assessed in accordance with 12.6, bubbles, blisters, hairlines, blobs, minute particles and fine scratches not more than 25mm long are acceptable where they are neither obtrusive nor bunched together.

12.8 Roller wave distortion and anisotropy, also described as quench marks, strain pattern or leopard spots, are inherent characteristics of thermally toughened glass and are not defects. They are present in all thermally toughened glass and cannot be removed.

12.9 Where the Buyer requires a visual quality standard stricter than that described in 12.6 to 12.8, this must be requested in writing before the order is placed so that it can be priced and sourced accordingly. Full detail of the standard is set out on the Company's glass quality standards and quality of vision page.

12.10 Goods are manufactured to United Kingdom and European standards. Where Goods are delivered outside the United Kingdom, it is the Buyer's responsibility to satisfy itself that the Goods meet the electrical supply requirements, building codes, loading requirements and any other local rules that apply at the destination.

12.11 Condensation forming on the underside of a glass floor panel, well cover or cellar door is a normal characteristic of a glazed opening between two spaces at different temperatures, and is not a defect in the Goods. How much forms is governed by the ventilation, depth and dampness of the space below and by the temperatures either side, none of which is within the Company's control. What causes condensation and what deals with it are explained on the Company's glass well cover FAQ page.

13. Law and Jurisdiction

13.1 The contract is governed by English law, and the Buyer submits to the jurisdiction of the English courts. Where the Buyer is a Consumer resident in Scotland or Northern Ireland, the Consumer may bring proceedings in the courts of that country.

13.2 Clause headings are for convenience only and do not affect the construction of these Conditions.

14. Communication

14.1 Communications between the Buyer and the Company should be in writing and delivered by hand, sent by prepaid first class post, or sent by email to sales@diomet.co.uk.

14.2 The Company may occasionally send marketing offers after a purchase. You can opt out at any time, using the link in any such message or by emailing us.

15. Force Majeure

15.1 Where either party is prevented from fulfilling its obligations by something beyond its reasonable control, including war, national emergency, strike action or natural events, that party is not in breach of these Conditions.

15.2 Where such an event delays performance substantially, either party may end the contract, and the Company will refund any sums paid for Goods not supplied.

16. Your Rights as a Consumer

16.1 This clause applies where the Buyer is a Consumer. Nothing in these Conditions limits or excludes the rights set out below.

16.2 Cancelling because you have changed your mind. For stock items and Made to Order Goods bought at a distance, you have 14 days from the day you or a person you nominate takes physical possession of the Goods to cancel without giving a reason, and a further 14 days to return them. Made to Measure Goods are excluded from this right by regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, because they are made to your own specification. The full procedure, the refund rules and a cancellation form are on our returns and cancellations page.

16.3 If the Goods are faulty. Under the Consumer Rights Act 2015 the Goods must be of satisfactory quality, fit for purpose and as described. Within 30 days of delivery you may reject faulty Goods and obtain a full refund. After 30 days you may require repair or replacement, and if that does not put matters right you may claim a price reduction or reject the Goods. These rights apply to all Goods, including Made to Measure Goods.

16.4 If installation is not carried out properly. Where the Company installs the Goods, that service must be carried out with reasonable care and skill. If it is not, you may require the Company to put it right, and if that is not possible or is not done within a reasonable time you may claim a price reduction.

16.5 Delivery. Your rights where delivery is late are set out in clause 7.5.

16.6 Nothing in these Conditions limits or excludes the Company's liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited or excluded.

16.7 For free and impartial advice on your rights you can contact Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

17. Complaints

17.1 If something has gone wrong, please tell us. Email sales@diomet.co.uk or call 0114 243 9009. Our complaints procedure sets out how we handle it and how long we take.

17.2 We would always rather sort a problem out directly than argue about it. In practice the great majority of issues are resolved by a phone call and a visit.

Product Warranty

This warranty is given in addition to your legal rights and does not replace them. Where you are a Consumer, your rights under the Consumer Rights Act 2015 set out in clause 16 apply regardless of anything in this warranty.

Policy

We are Dio-Met Fabrications Ltd (company number 02571825) of Arc Works, 150 Worksop Road, Sheffield, S9 3TN, England ("our", "us", "we" and "the Company").

Our aim is to provide our customers with defect free products that give years of trouble free service. All of our balconies, balustrades, handrails, canopies, staircases and glass floor units are manufactured to British and European quality standards in accordance with UKCA certification to BS EN 1090.

We offer a free 10 year warranty on all of our products. The warranty covers any defect attributable to a manufacturing, assembly or material fault.

Conditions and limitations

The warranty covers parts and labour for the first twelve months, and parts for the remaining nine years. Labour is provided on a like for like basis: goods installed by us are repaired on site where possible, and supply only goods need returning to our premises for rectification. Where labour is required on a supply only product at your premises, that is chargeable.

Our products need to be installed by competent people using appropriate fixings. The warranty does not cover a defect arising from installation by a third party, or from mishandling, transportation, misuse or storage.

Where we install the product, installation is covered under the warranty as a 12 month defect or snagging period. The installation warranty covers defects attributable to the product and the installation itself, and not those arising from insufficient fixing surfaces, subsidence, or accidental damage outside the normal and intended use of the product.

The warranty does not cover general wear and tear of product finishes. Products should be properly maintained, including regular cleaning, particularly where stainless steel has been used. Maintenance after twelve months should include annual inspection and tightening of mechanical fixings and glazing clamps. Our product maintenance guide sets out what each finish needs.

Glass is a fragile material and is not covered by this warranty once it has been delivered and accepted. This does not affect your statutory rights where glass arrives damaged or is not of satisfactory quality, which are dealt with in clauses 8 and 16.

Goods delivered outside the United Kingdom

The warranty applies worldwide, and the cover and the periods set out above are the same wherever the goods were delivered. What changes is who pays to move a replacement part.

In the first twelve months we supply the replacement part free of charge and we pay the outbound carriage to the original delivery address. Any customs duty, clearance fee or import tax charged by the destination country remains the customer's responsibility.

From the thirteenth month to the end of the tenth year we supply the replacement part free of charge ex works from our Sheffield factory. Carriage, insurance, export packing, import duties and any local taxes are the customer's responsibility.

Our installation and labour cover applies within the United Kingdom only. We do not attend site overseas under the warranty. Where we are asked to, and are able to, it is chargeable at our current day rate plus travel and accommodation, agreed in writing beforehand.

The warranty applies at the address the goods were originally delivered to. It does not follow the goods if they are later moved to another country. It is the customer's responsibility to satisfy themselves that the goods meet the electrical supply requirements, building regulations and any other local rules that apply at the destination.

Before a replacement is dispatched we may ask for the failed part to be returned to us for inspection, at the customer's cost. Where returning it is impractical, which it often is on an overseas order, we will accept photographs and a written description instead, at our discretion.

Glass panels for overseas customers. A replacement glass panel is expensive to crate and to freight, often out of proportion to the value of the panel itself. As an alternative to shipping one from Sheffield we can supply the full specification and manufacturing drawing free of charge so the panel can be made locally. A panel made by a third party is not covered by our warranty and does not carry our Declaration of Performance, and responsibility for its specification and installation rests with the customer, so we will always quote for supplying the panel ourselves as well and leave the choice to you.

Warranty claims

Warranty claims should be made by the original customer and sent to us in writing as soon as reasonably possible after the fault is discovered. Please include:

Invoice number and delivery or installation date
Type and number of products affected
A description of the failure with supporting photographs

Where a fault cannot be diagnosed or photographed by the customer, we may charge a fee to survey for the purpose of assessing it. Any such fee is credited back if the products are found to be defective.

General

Disputes arising in connection with this warranty are governed by English law, with the jurisdiction set out in clause 13.

We may modify this warranty statement from time to time. Any modification takes effect on products purchased on or after the modification date and does not affect products already bought.

This warranty statement should be read with our terms and conditions of sale above.

We may discontinue products at any time. Where a product or part is no longer available following its withdrawal, a suitable equivalent will be provided.

These terms were last updated on 22 October 2026.