All trading is covered by The Consumer Rights Act 2015
We are required by law to confirm your rights in relation to: Customer Contracts (Information, Cancellation & Additional Charges) Regulations 2013
It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us, our contact details are given below.
Cancellation – Your Rights – underlined applies
You have no right to cancel this contract because you contacted us and asked us to call to carry out urgent repairs or maintenance. Therefore thee information set out below does not apply to this contract
You have no right to cancel this contract because the goods that we will supply you will be made to your specification. Therefore the information set out below does not apply to this contract.
You have a right to cancel this contract and further information is given below.
You have a right to cancel this contract and further information is given below, but your right to cancel will end when the goods we supply become inseparably mixed with other goods so that they could not be returned
Your right to cancel
You have a right to cancel this contract without giving any reason. The cancellation period starts when we enter into a contract with you and will end 14 days after you have taken possession of the goods we are supplying you.
In order to exercise you right to cancel you must inform us of your decision in writing by letter, email, etc. You may use the attached cancellation form but you don’t have to.
To meet the cancellation deadline you should let us know that you wish to cancel before the cancellation period has expired.
Effects of cancellation
If you cancel this contract we will reimburse you all that you have paid us, subject to certain possible deductions set out below. However once we have delivered the goods to you we can start work straight away if you give us your written permission, this will mean you will still have a right to cancel but:
- you will have to pay our labour costs for the work that we have done up to the point when you informed us of your decision to cancel
- we will not collect or remove any goods that we have installed, unless we have offered to do so
- you may remove the goods yourself and return them to us at the above address and at your own expense within 14 days of informing us of your decision to cancel unless this was offered by us
- we may reduce any reimbursement to take account of the loss in value of the goods caused by any unnecessary handling by you
We will make the reimbursement without undue delay, and not later than:
14 days after the day that we received the goods that we supplied back from you, or if earlier, 14 days after the day you provide evidence that you have returned the goods, or if there were no goods supplied or if there were goods and we offered to collect them, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
The Clearview warranty period begins from the date that we supply and install your order, and it guarantees that the product as supplied to you is free from defects in materials and workmanship for a period of:
- 10 years – Aluminium Frames
- 10 years – Glazing
- 2 years – Moving parts (including but not limited to springs, locks, handles, rollers, hinges). Caulk and ancillary fillers/sealants.
This is the Companies commitment to the customer, to evaluate and rectify as required, but is not an insurance backed guarantee.
Supply Only Orders:
By proceeding with your purchase, you, the “Customer” have accepted the following Terms & Conditions, which are in addition to your statutory consumer rights, and specific to each individual purchase.
The Expression “the Company” shall mean Clearview Secondary Glazing (a division of Connection Products Ltd), its servants and agents. “the Customer” shall mean the person/s responsible for the provision of technical and specification information including purchase from the Company. “the Goods” shall mean the products or services supplied or sold by or on behalf of the Company.
The Goods, are manufactured and supplied on the express understanding that the Customer has agreed to:
The Goods are being manufactured to the Customer’s specific & bespoke instructions. Therefore once approved, Returns or Refunds are not an option.
The Customer carries full responsibly to:
Check and ensure they understand the composition & specification of the Goods.
Check and ensure they understand the instructions & information required by the Company to enable the correct Goods to be supplied.
Check that the Goods being specified are within the minimum and maximum production limitations, this includes Frames, Glass, & style.
Costs may be incurred if modifications are required after formal order approval. Delivery date does not indicate product or component availability associated with a specific order.
Guides provided by the company to assist in the provision of information are applied and followed.
Telephone Communications, enquiries, messages, quotations etc. are only accepted or provided on the basis that it is the customers responsibility to ensure all details have been correctly interpreted and checked (numbers particularly can be said or written down incorrectly by either party). Where possible details should be confirmed in writing/email, by the customer.
The Customer is responsible for checking that all details and information provided to or from the Company are correct and have been correctly interpreted, for their intended use. This includes but not limited to the following:
All information is based on being taken from the inside of a building looking out.
Sizes are confirmed to be within the minimum and maximum manufacturing range prior to purchase.
Checking that Width & Height are correct and where required adjusted for tolerance, the company will not make any assumptions or tolerance adjustments to the information provided by the Customer, unless instructed to do so. Width measurements start from the left hand side looking out of the window.
NOTE: the width & height details confirmed are the largest dimensions of the unit including the sub-frame:
The Timber Sub-Frame, This is a raw timber section, whilst primed, it is not designed to be on display, it may appear in a rough/marked finish with imperfections, this is normal as it is designed to be hidden behind the finishing trim.
if the sub-frame has been bevelled or adjusted e.g. Angled to fit splayed reveals or Bays: A splayed reveal unit will be wider at the front (Nearest the internal room side) as it narrows to the back. An angled bay will be wider at the back, (window facing edge) as the units narrow at the front to form the adjoining angle of the bay. A specific degree of angle must be specified, this will be notified in the extras or miscellaneous items on the quotation, an illustration image will also be presented. If not present it will not be included. The size of the timber section may vary subject to the angle of the bevel cut required, this will not affect the build size of the unit, the Width (A) & Height (B) finished sizes will remain the same.
Tolerance, these are the adjustments in the sizes to ensure the Goods fit in situ, there is a production tolerance whereby the size of the Goods supplied may vary by +/- 4mm from the information acknowledged by the Company. The Company’s 10mm tolerance deduction recommendation is for guidance only and does not guarantee the Goods to fit, as this is subject to the specific shape of the area where the Goods are to be fitted.
Glass & Glazing Specification has been confirmed and complies with both maximum size limitations and building regulations. (obscure glass is supplied in a textured “Stippolyte” finish, unless otherwise advised). The Company shall not be deemed responsible for the replacement of any glass that when viewed from a distance of 2 meters with normal correct vision shows nor abrasions or imperfections.
Sliding panel sizes are correct, to match existing mullions & transoms – equally split or off centre and adjusted for tolerance. (These will be made equally split if not specified). (Vertical Sliders, centre bar deemed to have been measured top to centre)
Sliding Units – Horizontal sliders: Sliding left/right. Vertical sliders: Sliding Up/Down.
Hinge Units: Hinge position Left/Right/Top when viewed from inside looking out.
Insert Units: Total frame area is manufactured to the dimensions specified by the Customer. Tolerance adjustments to fit and for the inclusion of turnbuckles or micro hinges need to be applied where required by the Customer.
Face Fix or Reveal Fix (Face fixing directly to existing window or Reveal fixing to side walls & sill 90o to the primary window glass).
Unit Colour has been confirmed
Gasket: this refers to the rubber seal securing the glass into the frame, this is supplied in white as standard. Black can be requested at no extra cost, if preferred by the Customer or to better match the frame colour chosen by the Customer.
Finishing Trim supplied with the order is 28mm wide as standard, for the front face of the units only, it is over-sized to cover gaps in the reveal between the unit and wall, the customer needs to check that this will be appropriate for their application. Additional trim can be purchased as an extra at the time of order (e.g. Back trimming, side trimming for protruding installations), it is the customers responsibility to add this to the order if required.
The customer accepts that there can be access restrictions and opening limitations to the primary windows following the installation of the secondary glazing units.
If there are any items, which are not clearly noted on the order confirmation, please contact us, it is the Customers responsibility to ensure these are included. (e.g. arched units, bevelled timbers for splayed reveals or bays, extra trim, coupling bars etc.).
The Company does not provide the fixing materials, i.e. Screws, caulk, mastic, adhesive, etc. Edging trim is provided 28mm x 6mm: white PVC as standard. coloured units supplied with a matching painted timber trim.
If in any doubt about your order details, please contact us.
The final order confirmation document confirms what Goods will be supplied, irrespective of any previously supplied information. If this acknowledgment matches the Goods supplied, but does not meet the Customers specified needs, the Company cannot accept responsibility for any corrective requirements or costs, the units cannot be returned for rectification. If the Goods supplied do not match the acknowledged details, within the tolerance parameters, it is the responsibility of the Company to resolve the issue.
The acknowledgment of payment does not constitute acceptance of order, until the Goods have been verified as acceptable for production and the delivery destination approved by the Company. Should the Company establish that the Goods are not suitable for manufacture using the information supplied by the Customer, or the delivery location is outside a feasible range, the Customer will be offered a full refund or the option to adjust the specification which may require an uplift in price.
Delivery is provided free of charge to most UK mainland locations. Restrictions apply with this service the Customer accepts that.
- If the Unit width & Height both exceed, 1800mm x 1800mm or larger it will supplied in flat pack kit form requiring assembly on site. This carries an additional charge as the unit has to be constructed for testing and deconstructed for shipping.
- The company reserves the right to apply special carriage charges should product specification or location demand.
- Any Delivery charges or Destinations quoted are subject to approval by the company.
- Any time or cost quoted for delivery does not form part of the contract.
- The delivery address, contact details including telephone numbers have been checked and confirmed, where possible both a landline and mobile number needs to be provided.
- Any delivery date provided by the Company is not a guaranteed arrival date. Where possible arrangements will be made to be as convenient for the Customer as possible, any arrangements made will not be guaranteed.
- Deliveries are to Mainland UK destinations only, The Company does not schedule or arrange deliveries overseas. Deliveries can be made to most mainland UK Ports, in accordance with the general delivery terms. A Customer can then arrange their own onward shipping arrangements, this would include, but not limited to, their full responsibility with costs, packaging/packing/freight handling, labeling and any Customs requirements. This will also affect the the Claims & Product warranty, (see Claims & Guarantee details).
- Some UK mainland locations do incur a delivery charge, or are deemed beyond our logistical capable range e.g. parts of Scotland, Postcodes starting with KY, FK, PA, PH, AB, DD, IV, KW, DG, KA. Wales, Postcodes starting with SA, LL, SY. Cornwall, Postcodes starting with, TR, PL, TQ. Carlisle, Postcodes starting with, CA. The Customer needs to check Postcode locations/limitation prior to purchase.
- The Goods are delivered to kerbside only, it is the Customers responsibility to handle the Goods beyond the threshold of the building.
- The Goods can be heavy, it may be required for the Customer to assist with unloading. It is the Customers responsibility to ensure they have arranged assistance in handling the goods post-delivery. If the Customer is elderly or not in good health and could not assist in this process, it is their responsibility to ensure assistance has been arranged and they have notified the Company in advance of their circumstances.
All claims will be viewed in accordance with the terms and conditions as notified. Where possible delivery damages should be notified on receipt of Goods or refusal to accept the damaged Goods. No claims on account of damage, error or shortage will be considered unless notified within 10 days after receipt of delivery. If the units are installed, they will be deemed as being accepted by the client and considered fit for purpose, retrospective claims will not be accepted in these cases. The company shall not be deemed responsible for the replacement of any glasses that when viewed from a distance of 2 meters with normal correct vision show no surface abrasions or imperfections. Returns or refunds are not applicable to this product offer. Claims will not be accepted beyond the limitations of the UK mainland delivery destination point where the responsibility of the product condition ends.
Should a legitimate claim arise, the customer will be requested to provide photographic evidence to support the claim. Where agreed by the Company the unit/s will be collected for inspection and if appropriate corrective action taken and the units returned in good order. This will be carried out promptly in a fair and reasonable format and timings within the logistical capability of the company. Refunds or Compensation payments are not an option.
Any guarantees offered by the Company are not insurance backed and are submitted in writing they are limited only to the goods and services supplied directly by the Company or its nominated agents. Guarantees are extended only where reasonable fault can be identified caused by inferior manufacture or workmanship. Should a service call be requested and it is identified not to be fault of the Goods or the Company a service call charge will apply.
The product guarantee and warrant does not extend beyond the limits of the UK mainland, any product forward shipped overseas is not covered by this guarantee and is purchased at the customers own risk.
The Company reserves the right to alter, improve or withdraw products as and when required and cannot be held liable for any discrepancies E&OE. All products are outsourced or sub-contract manufactured from approved and verified sources.
If in any doubt about your order details, please contact us.
Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0333 241 3209 or via the above link.
OPERATION & MAINTENANCE
We advise all our customers to download and read our operation and maintenance manual.
The maximum lifting weight advised for one person, considered of average build and strength is 25kgs. If in any doubt ask someone for assistance to share the load, particularly if you are in a higher risk group e.g. Elderly, Disabled, Pregnant, for further advise please refer to: HSE Government recommendations