TERMS AND CONDITIONS

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Universal Trade Windows Ltd – Terms and Conditions (Updated - 2025)

1. Definitions

a. "The Company" refers to Universal Trade Windows Ltd (UTW).
b. "The Customer" refers to the person(s) or entity placing the order for bespoke goods and services.
c. "The Contract" refers to the legally binding agreement formed once the order is signed and accepted by the Company.
d. "Goods" refers to the made-to-measure windows, doors, or related products supplied under this agreement.
e. "Services" refers to any survey, delivery, or installation of goods.

2. Order and Cancellation

a. Orders are deemed accepted upon signing by the customer and receipt of the deposit.
b. Orders for bespoke or made-to-measure goods cannot be cancelled after the technical survey is completed.
c. The customer acknowledges that under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, they have no right to cancel this contract once production of bespoke goods has begun.
d. If design or specification changes are required following survey, the Company will inform the customer via email or in writing. Once accepted, this now becomes binding.

e. The Company reserves the right to cancel this agreement if, following the technical survey or internal review, it is deemed unfeasible to proceed due to unforeseen structural, regulatory, or logistical reasons. In such cases, any deposit paid will be refunded in full.

f. In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Customer has the right to cancel this agreement within 14 calendar days without giving any reason The cancellation period begins on the date the contract is signed and ends 14 calendar days thereafter.

g. To cancel this agreement, email cancellations to info@universalgroupuk.com. Please call 08000 424242 for further information on this process.

h. If during the 14-day cancellation period the Customer has consented to the manufacturing survey being completed and other services and then uses their right to cancel, the deposit becomes non-refundable. A relevant charge will be levied to the customer to cover such costs, including but not limited to materials, labour, and administrative duties if the deposit leaves a shortfall.

3. Survey and Design Adjustments

a. All surveys are carried out to confirm precise measurements and technical feasibility.
b. Changes to design, dimensions, or style may be required after survey. These shall be confirmed in writing and authorised by the customer before manufacture proceeds.
c. The revised design and survey form part of the contract once signed or agreed by the customer in writing/email

d. The Company reserves the right to vary the price agreed within 14 days of the technical survey following the identification of additional requirements found during the survey (e.g., health and safety requirements such as scaffolding, or FENSA requirements, lintels, angle irons, etc.). Such additional costs will be communicated to the Customer. If the Customer does not agree with the additional charges, they have the right to cancel the agreement subject to the terms above.

4. Payment Terms

a. A deposit is required at point of sale. Remaining balances must be paid via finance (signed completion satisfaction note) or cleared before or on final installation, unless otherwise agreed in writing.
b. If the installation is delayed by the customer, 90% of the contract value becomes immediately payable once products are manufactured.
c. The goods remain the Company’s property until full payment is received. Title of goods is transferred to the Customer once final balance is cleared.
d. Risk in the goods passes to the customer on delivery to site. The Company cannot be held responsible for any damages once goods have been delivered to site.

5. Installation and Site Access

a. The customer shall ensure clear and reasonable access to the property for delivery and installation.
b. Any delays caused by denied or unsafe access may result in rescheduling charges and extended timelines.
c. The Company shall not be liable for delay caused by circumstances outside its control including, but not limited to, extreme weather, supplier delays, illness, pandemics, strike action, or force majeure events.

6. Defects and Right to Remedy

a. The Company warrants that all goods and services will be of satisfactory quality and as described.

b. The products carried by our Company sales representatives are for demonstration purposes only. Profiles and hardware shown may differ from the products supplied and installed. All items will be at an equivalent or higher standard, and glazing products will always be an A+ energy rating (or better).

c. If any defect is identified, the customer must give the Company a reasonable opportunity to rectify the issue, either by repair or replacement.

d. The Customer agrees to allow the Company up to three opportunities to inspect and rectify any reported defects or issues with the goods or services. Failure to provide such access may be considered a material breach of contract and may release the Company from further liability.

7. Warranty

a. All products come with a 10-year warranty against manufacturing defects, subject to proper use and maintenance.
b. Warranty terms may be voided if unauthorised alterations or third-party modifications are made to the products.

8. Legal and Enforcement

a. This contract shall be governed by and construed in accordance with the laws of England and Wales.
b. In the event of breach of contract by the customer, the Company reserves the right to recover outstanding balances through court action and may seek recovery of legal costs, fees, and interest.
c. Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015.

9. Dispute Resolution

In the event of a dispute, both parties agree to attempt to resolve the matter amicably. If resolution cannot be reached within 14 days, the Company may pursue legal recovery through the courts. Mediation may be offered as an alternative before legal action but is not mandatory.

10. Data Protection

The Company complies with the UK General Data Protection Regulation (UK GDPR). Customer information is collected and stored securely and used only for the purposes of fulfilling the contract and providing aftercare. Information will not be shared with third parties without consent unless required by law.

11. Third-Party Finance

Where finance is used, the customer acknowledges they remain bound by the terms of this contract, independent of the finance agreement. Any cancellation or breach of this contract may still incur liability regardless of the finance provider’s terms.

12. Entire Agreement

These terms, together with the signed contract and any associated documents issued post-survey, represent the entire agreement between the parties.