Returns & Refunds Policy

The short version

Every product we sell is made to measure to your specifications. That means:

• Change of mind: no return or refund once manufacture has begun — the law's usual 14-day cancellation right doesn't apply to bespoke goods.
• Wrong measurements supplied by you: no return or refund — we made exactly what was ordered.
• Faulty, damaged, or not what you ordered: full statutory rights apply — repair, replacement, or refund at no cost to you.

1. Cancelling before manufacture

You can cancel free of charge at any point before manufacture begins. Contact us as soon as possible at sales@newupvcwindows.co.uk or 0161 793 1166 with your order reference and we'll confirm whether manufacture has started. If it hasn't, we'll cancel and refund any payment in full within 14 days.

2. Why there's no 14-day cooling-off period

Under the Consumer Contracts Regulations 2013, the standard 14-day cancellation right for online purchases does not apply to "goods made to the consumer's specifications or clearly personalised" (regulation 28(1)(b)). Because every window and door is manufactured individually to the dimensions and options you configure, this exemption applies to all products on this Site. This is stated before you order, at checkout, and in your order confirmation.

3. Goods that don't fit

We manufacture to the dimensions you enter. If goods don't fit because the measurements or specifications supplied were incorrect, this is not a fault and no refund or remake is due. Please double-check every dimension before confirming your order — and if you're unsure how to measure, contact us first; we're happy to help before manufacture, but we can't fix it after.

4. Damaged in transit

Inspect your goods on delivery and note any visible damage with the driver. Report damage, defects, or missing items to us in writing within 72 hours of delivery, including photographs of the damage and of the product labels, to support@newupvcwindows.co.uk. We'll arrange repair or replacement of transit-damaged goods at no cost. Visible-damage claims made after 72 hours may be declined because we can no longer establish when the damage occurred; this doesn't affect your rights for faults that couldn't reasonably have been seen at delivery.

5. Faulty goods

If a product is faulty — meaning it doesn't conform to the order (wrong size against what you ordered, wrong colour/option, manufacturing defect) or isn't of satisfactory quality:

• Within 30 days of delivery you may reject it for a full refund, including any delivery charge paid.
• After 30 days we will repair or replace the item. If we can't do so within a reasonable time and without significant inconvenience, you're entitled to a price reduction or refund.
• Faults appearing within 6 months are presumed present at delivery unless we show otherwise.

We will not charge you for return transport of faulty goods — given the size of the products, we will normally arrange collection or inspection ourselves.

6. What isn't covered

Glass broken after delivery has been accepted; damage caused during installation, storage, or handling; scratches or marks not reported within the 72-hour window; wear and tear; and products modified or cut after delivery.

7. How to make a claim

Email support@newupvcwindows.co.uk with your order reference, a description of the problem, and clear photos. We aim to respond within 2 working days and resolve claims within 14 days. If you're not happy with the outcome, see the complaints section of our Terms & Conditions.