At checkout, in full, delivery included, through Stripe. Approved trade accounts are invoiced on their agreed terms. Nothing is made until we have checked and confirmed your order and payment is in place.

Can I cancel my order?

Yes, free of charge until we confirm your delivery or collection date. We confirm it normally within one working day of your order, often the same day, and manufacture starts then, so phone or email with your order reference as soon as you can. Because everything is made to your sizes, the 14-day cooling-off period doesn't apply once manufacture has begun. See the returns policy.

When will my order arrive?

We confirm your delivery or collection date by email when we confirm your order, normally within one working day of your order, often the same day. We can't give you a date before you order. We get every order to you as soon as we can, depending on our workload and when we're delivering in your area. Windows and uPVC doors typically take 5-14 working days, composite and bifold doors 15-25 working days. To rearrange a delivery, email us at sales@newupvcwindows.co.uk with your order reference.

What if my sizes are wrong?

Tell us straight away and we can put it right before we confirm your date and your order goes into production. Once it's made, goods that match the sizes you ordered aren't faulty if they don't fit your openings, so no refund or remake is due. Our order check confirms your order can be made, not that it fits your property, so measure with the measuring guide.

What if something arrives damaged?

Note it on the delivery sheet before the driver leaves. Report any damage, defects or missing items in writing within 72 hours of delivery, with photos of the damage and the product labels, to sales@newupvcwindows.co.uk. Transit damage reported this way is repaired or replaced free of charge. The delivery-day checklist shows what to look for.

How buying works, from measuring to aftercare

You measure, design and pay online, we check and make your order, and you or your fitter install it. We supply only: we don't survey or fit. Here is every step, with what you do, what we do and when.

The full rules are in our terms and conditions and returns policy. This page follows them, and links to the right section at each step. New to it? Our guide to buying uPVC windows online covers what to check before you order.

Usual time to check your order and confirm your date: 1 working day
Typical lead time (composite and bifold doors 15-25): 5-14 working days
To report damage or missing items in writing: 72 hours
Frame guarantee against discolouration and warping: 10 years

Step by step

1
Measure
Before you order
What you do
Measure each opening brick to brick in three places, take the smallest figure and deduct 10mm each way. That's the overall size you enter. The guide takes about five minutes.
What we do
We don't survey or measure. If you're unsure how to measure, phone or email us before you order and we'll guide you, but the final sizes are yours.
Read more: How to measure windowsHow to measure for bifold doors
2
Design and price
Online, any time
What you do
Pick a style, type your sizes, then choose colours, glass, cill, handles and vents.
What we do
The designer draws your window or door to scale and shows the live price, including VAT, as you go. It won't let you build anything outside our manufacturing limits.
Read more: How to use this websiteWindow prices by sizeDoor prices
3
Basket and delivery charge
Before you pay
What you do
Add everything to one basket. Enter your postcode for the delivery charge, or choose free collection from our factory.
What we do
Delivery is priced by distance from our factory and charged once per delivery, however many windows and doors are on it. You see the charge before you pay.
Read more: Delivery charges and coverage
4
Pay at checkout
When you order
What you do
Pay the full order total, delivery included, by card (Visa or Mastercard), Apple Pay, Google Pay or Revolut Pay, or spread the cost with Klarna. Approved trade accounts are invoiced on their agreed terms instead.
What we do
Payments are taken by Stripe, so your card details never touch our servers. Every price includes VAT.
Read more: Terms, section 4: prices and payment
5
Order received
Straight away
What you do
Check every size in the email and every option on your order page. If anything is wrong, reply straight away so we can put it right before your order goes into production. Cancelling is free until we confirm your delivery or collection date.
What we do
We email your order reference with a link to your order page. An order reference alone is not our acceptance (terms, section 3).
Read more: Terms, section 3: placing an order
6
We check your order
Within one working day
What you do
Answer if we call or email with a question about your order.
What we do
Our team reviews your sizes and specification to check the order can be made as you specified it. It is not a check that it fits your openings: we make to the sizes you give us and don't check them against your property.
Read more: Terms, section 5: your measurements
7
Order confirmed, with your date
After the check, normally within one working day of your order, often the same day
What you do
Keep this email. It has your order reference, your delivery or collection date and your invoice. Manufacture starts now, so from this point your order can't be cancelled.
What we do
We email an "Order confirmed" message with your date and your invoice as a PDF. We can't give you a date before you order. We get every order to you as soon as we can, depending on our workload and when we're delivering in your area.
Read more: Terms, section 3: acceptanceReturns and cancellingTerms, section 8: cancelling made-to-measure goods
8
Made to measure
Typically 5-14 working days, or 15-25 working days for composite and bifold doors
What you do
Don't book your fitter yet. Book them for after delivery, once you've checked everything.
What we do
Every item is made to your sizes. Windows and uPVC doors are made at our Wardley factory in Worsley, Manchester. Aluminium bifolds are made to measure there too, in the Sheerline Prestige system. Composite doors are made to measure by Comp Door in Staffordshire. Lead times run from acceptance and are estimates, not guarantees.
Read more: Delivery and lead times
9
Delivery or collection
Your confirmed date
What you do
A single driver delivers kerbside between 8am and 5pm Monday to Thursday, and between 8am and 3pm on Fridays and you unload, so have at least two able-bodied people ready. Tight access? Say so in the delivery notes at checkout. To rearrange a delivery, email us at sales@newupvcwindows.co.uk with your order reference. Collecting? Come on your confirmed date.
What we do
We email a reminder the day before delivery. We confirm the exact time on the morning of delivery. We deliver on our own vehicles. Collection from our factory is free: Monday to Thursday 8am to 5pm, Friday 8am to 3pm.
Read more: Delivery: on the day
10
Check everything
Before the driver leaves, then within 72 hours
What you do
Count the frames and glass units against your order confirmation and look over each one as it comes off the van. Note any damage on the delivery sheet. Report any damage, defects or missing items in writing within 72 hours of delivery, with photos of the damage and the product labels, to sales@newupvcwindows.co.uk.
What we do
Transit damage reported this way is repaired or replaced free of charge. Visible damage reported after 72 hours may be declined, because we can no longer tell when it happened. Faults you couldn't have seen at delivery keep your full statutory rights.
Read more: Delivery-day checklistReturns, section 4: damaged in transit
11
Book your fitter and get sign-off
After you've checked the delivery
What you do
Book installation for after the goods have arrived and been checked, not for delivery day. Arrange Building Regulations sign-off: a FENSA or Certass registered installer certifies the work, or you apply to building control before you start.
What we do
We supply only. We don't fit, and we don't issue FENSA or Certass certificates for supply-only orders. Our fitting guides are written for competent DIYers and installers.
Read more: Hiring a fitterFENSA and building controlBuilding RegulationsHow to fit a uPVC window
12
Guarantees and aftercare
For years after delivery
What you do
Clean uPVC frames with warm soapy water only, no solvents, abrasives or bleach, or the frame guarantee won't apply. Keep your order confirmation: any claim needs your order reference.
What we do
Frames are guaranteed for 10 years against discolouration and warping. Sealed units are guaranteed for 5 years against unit failure, such as misting. Hardware (handles, hinges, locks and fittings) is guaranteed for 12 months. The guarantee periods start on the date of your invoice. Composite doors carry the same guarantee Comp Door gives. Aluminium bifolds carry the same guarantee Sheerline gives. Ask us for the full guarantee terms. For an accepted claim we supply replacement parts free of charge; fitting them is down to you or your installer.
Read more: Terms, section 10: guaranteeReturns, section 5: faulty goods

Cancelling, changes and returns

You can cancel free of charge until we confirm your delivery or collection date, normally within one working day of your order, often the same day. Manufacture starts then. If you cancel before it, we refund any payment in full within 14 days.
Everything is made to your specifications, so the usual 14-day cooling-off period doesn't apply (Consumer Contracts Regulations 2013, regulation 28(1)(b)). Once we've confirmed your date and manufacture has begun, there is no cancellation or refund for change of mind.
Goods made to the sizes you supplied are not faulty if they don't fit your openings, so no refund or remake is due.
Faulty goods: reject them within 30 days of delivery for a full refund, delivery included. After 30 days we repair or replace them, and if that fails, or can't be done within a reasonable time, you're entitled to a price reduction or refund. Faults that appear within 6 months are presumed present at delivery unless we show otherwise.
We don't charge for return transport of faulty goods. We normally arrange collection or inspection ourselves.

Spotted a mistake in your order? Reply to your order email straight away. We can put it right before we confirm your date and your order goes into production, not after. The returns policy has the details.

Guarantees

What the guarantee covers
Part	Guarantee	Cover
uPVC frames	10 years	against discolouration and warping
Sealed glass units	5 years	against unit failure, such as misting
Hardware	12 months	handles, hinges, locks and fittings

The guarantee periods start on the date of your invoice. Composite doors carry the same guarantee Comp Door gives. Aluminium bifolds carry the same guarantee Sheerline gives. Ask us for the full guarantee terms.

The guarantee depends on correct installation, use and maintenance. It doesn't cover damage caused by installation, misuse, neglect, accident or normal wear, or glass broken after delivery has been accepted. It's in addition to your statutory rights, not instead of them.

To claim, email us with your order reference, a description of the problem and clear photos. For an accepted claim we supply replacement parts free of charge; as a supply-only business we don't fit them. The full wording is in section 10 of our terms and conditions.

Looking after your windows and doors

Clean uPVC frames with warm soapy water only. No solvents, abrasives or bleach: frames cleaned with unsuitable products lose the frame guarantee
Aluminium bifolds: brush or vacuum grit and leaves out of the bottom track, keep the threshold drainage clear, and wash the aluminium and glass with warm soapy water, keeping abrasive pads and solvents off the powder coating. The bifold fitting guide covers using and looking after them
Keep your order confirmation email and invoice. Any claim needs your order reference

Who to contact

Quote your order reference whenever you contact us about an order.

Who to contact, how, and how soon we reply
Item	How to reach us	When we reply
Questions before you order	How to reach usPhone 0161 793 1166 (Monday to Thursday 8am to 5pm, Friday 8am to 3pm) or email sales@newupvcwindows.co.uk.	When we replyEmail replies within one working day.
Changing or cancelling an order	How to reach usPhone or email as soon as you can, with your order reference.	When we replyUntil we confirm your delivery or collection date (normally within one working day of your order, often the same day) we can put a mistake right, or cancel and refund any payment in full within 14 days. Manufacture starts when we confirm the date, and the order can't be cancelled after that.
Rearranging a delivery	How to reach usEmail sales@newupvcwindows.co.uk with your order reference.	When we replyEmail replies within one working day.
Damage or missing items on delivery	How to reach usEmail sales@newupvcwindows.co.uk within 72 hours of delivery, with your order reference and photos of the damage and the product labels.	When we replyWe aim to respond within 2 working days and resolve claims within 14 days.
A fault found later, or a guarantee claim	How to reach usEmail sales@newupvcwindows.co.uk with your order reference, a description of the problem and clear photos.	When we replyWe aim to respond within 2 working days and resolve claims within 14 days.
A complaint	How to reach usEmail sales@newupvcwindows.co.uk.	When we replyWe respond within 5 working days.

Phone numbers, hours and our address are on the contact page.

Frequently asked questions

When do I pay?: At checkout, in full, delivery included, through Stripe. Approved trade accounts are invoiced on their agreed terms. Nothing is made until we have checked and confirmed your order and payment is in place.
Can I cancel my order?: Yes, free of charge until we confirm your delivery or collection date. We confirm it normally within one working day of your order, often the same day, and manufacture starts then, so phone or email with your order reference as soon as you can. Because everything is made to your sizes, the 14-day cooling-off period doesn't apply once manufacture has begun. See the returns policy.
When will my order arrive?: We confirm your delivery or collection date by email when we confirm your order, normally within one working day of your order, often the same day. We can't give you a date before you order. We get every order to you as soon as we can, depending on our workload and when we're delivering in your area. Windows and uPVC doors typically take 5-14 working days, composite and bifold doors 15-25 working days. To rearrange a delivery, email us at sales@newupvcwindows.co.uk with your order reference.
What if my sizes are wrong?: Tell us straight away and we can put it right before we confirm your date and your order goes into production. Once it's made, goods that match the sizes you ordered aren't faulty if they don't fit your openings, so no refund or remake is due. Our order check confirms your order can be made, not that it fits your property, so measure with the measuring guide.
What if something arrives damaged?: Note it on the delivery sheet before the driver leaves. Report any damage, defects or missing items in writing within 72 hours of delivery, with photos of the damage and the product labels, to sales@newupvcwindows.co.uk. Transit damage reported this way is repaired or replaced free of charge. The delivery-day checklist shows what to look for.

Ready to start?

Measure up, then design your windows or doors and watch the price as you go.

Design your window →Design a door

How buying works, from measuring to aftercare

Step by step

Measure

Design and price

Basket and delivery charge

Pay at checkout

Order received

We check your order

Order confirmed, with your date

Made to measure

Delivery or collection

Check everything

Book your fitter and get sign-off

Guarantees and aftercare