Ordering and Delivery

How do I place an order?

You can now easily and safely get an estimation, place an order and purchase goods through our new online service. Shop with peace of mind and be assured that our site is operated using a highly secure SagePay (formally Protx) payment system. Any personal information given will be used only by us to process your order. All credit card numbers are encrypted in the software when the order is placed and are only decrypted after they reach our computer. They are not held in clear text on any web site. We will seek to verify all card transactions against the cardholders address. We cannot process any card payments over the telephone unless the card is registered to the delivery address.
We accept VISA, Master Card, Debit Cards and Personal Cheques. Alternatively, you can telephone us on 01234 272445, fax us on 01234 272588, or post your order to us. With card payments over the phone, due to our method of Address Verification, we are only able to deliver to the cardholder's address. Online orders may be placed to alternative delivery address, but only if the online card payment is in full and the card passes a 3D Secure check such as Verified by Visa or MasterCard SecureCode. Full payment must be made before any items will be delivered.
If the order is being delivered to the cardholders address please send a 20% deposit or full payment with a written order giving full details (sketches and all relevant dimensions in mm) of the items you require as viewed from the outside. Please leave your telephone number and state a convenient time for us to contact you to confirm details and arrange delivery. Confirmation of your order will be forwarded to you.

Our office opening hours are:

• Monday to Friday: 08:30 - 20:00
• Saturday: 09:00 - 17:00
• Most Bank Holidays: 09:00 - 17:00
• Sunday: 10:00 - 17:00

This site carries a minimum order value for delivery of a total of only £250.
Order for under £250 may be ordered for collection.

Our collection hours are: 
Monday - Friday, 9:00am -5:00pm

Where do you deliver to?

This site delivers products to mainland England & Wales, using our own fleet of vehicles.

How long will it take for my order to arrive?

Shortly after you place your order, our dispatch department will contact you to arrange a suitable delivery date with you. In order to keep our costs (and therefore our prices) down, we operate a multi-drop delivery system and are not able to give a delivery time. Delivery turnaround for Dunster House windows and doors is typically 2 weeks, but please contact our estimating department on 01234 272445 for up to date information.

Do I need to be present on the day of delivery to receive my goods?

We deliver to your Kerbside. Please ensure that someone is available all day, on the day of delivery who is capable of assisting the driver in unloading and checking the goods when they arrive. If there is not someone there present to receive the goods a re-delivery charge will be applied.

How much does delivery cost?

Delivery is free on all orders over £3000 in total.

Minimum order value for delivery is £250.

All orders under £3000 will require a delivery charge of £39.99.

Windows and Doors

Do you offer an installation service?

We are a supply only company. We recommend that a competent or qualified person carries out the installation of goods supplied. Please ensure that the general guidelines supplied with the delivery for the fitting of the goods are read and understood before commencing or organising installation. If in doubt contact our offices.

Guarantees:

PVCu Profile White: 10 years as per Selecta Window Systems Ltd. statement below in italics.
PVCu Profile Laminated: 5 years as per Selecta Window Systems Ltd. statement below in italics.
A guarantee is provided on the profile by the manufacturer, Selecta Window Systems Ltd., free of charge, and therefore forms no part of the overall cost. Dunster House Ltd. is not party to the guarantee in any way.
Selecta Window Systems Ltd. Birmingham B44 9EG, undertakes to warrant their PVCu window and door profiles for a period of:
White Profiles: 10 years with respect to colour stability, shape retention, impact strength retention and resistance against attack from salt laden atmosphere, cement mortars, and certain other materials used in house construction.
Laminated Profiles: 5 years with respect to adhesion to laminate, shape retention, and impact strength retention. Laminate profile is very heat absorbent and is therefore not suitable for sunny or warm locations. Please consider this when surveying your installation.
Sealed Units: 5 years against condensation inside the sealed unit, please follow our glazing instructions to ensure the correct installation of the sealed units.
Furniture: 1 year against failure in operation. Please follow the service instructions in the leaflet 'Looking after your Investment'.
Panel Products: White: 5 years against discolouration.
Woodgrain (Laminate) panels are very heat absorbent and are therefore not suitable for sunny or warm locations. Please consider this when surveying your installation.

What happens if there’s a problem with my new windows and doors?

Very simple, we ask that you check your windows and/or doors prior to removing the old frame. It’s unlikely you’ll find a problem because all of our products are rigorously quality checked before they are delivered. But just in the same way that you’d check your parachute before you jump out of a plane, not after, it’s the same fitting windows and doors. Have a look at them, make sure everything is as you ordered it, that the specification is correct, that everything opens and works properly, that you’re happy with the standard of the sealed units (glass), that there are no imperfections, that everything lines up as you would expect and that generally you’re happy that everything is as it should be, and don’t forget to read the Installation Instructions in full, hold items up to the light and don’t install when it’s getting dark. It may take a few minutes to fully check each item but it’s normal practise in the industry because once you remove the old frame you’re past a point of no return. Ok, so let’s say you’ve found something that you want to query. First port of call is to quickly send an email to our customer services department with your invoice number and what you’d like to query. They’ll probably reply with a couple of pertinent questions to see if there is a potential genuine problem. Worst case scenario, well as we don’t employ service engineers, we’re a Supply Only Company after all, we’ll come out, pick up the item and bring it back in to our factory for inspection and repair or replace if necessary. If unnecessary we’ll organise with you to drop it back out to your house, naturally there would be a charge for the collection and re-delivery in the event no problem was found, equally this, of course, wouldn’t cost anything if there had been a manufacturing error. Don’t forget, we’re making your windows and/or doors to measure so we can’t just send out a new one as this would be unreasonably costly and our prices would go up, this is why we would need to reassure ourselves and yourself that there is a genuine problem, another reason why we’d collect them in the event of a query. We manufacture all our goods to a commercial standard and would check to this standard if we bring them back in. You can be assured that our excellent product knowledge nurtured over years in the trade will ensure a fair assessment. And that’s it, we check them, you check them before you fit them and if there’s a problem we’ll bring them back in to inspect and replace if necessary, like we said, very simple!

THE GLASS & GLAZING FEDERATIONS (GGF) VISUAL QUALITY STANDARD FOR GLASS

A totally flawless piece of glass is very rare. If you look enough at any piece of glass, you will almost certainly find a minor blemish. The question that has to be answered is, is the flaw or mark of such a nature that it spoils the appearance of the window.

In an attempt to help resolve what can be a contentious issue, the Glass and Glazing Federation has devised the following test to enable both customer and glazing companies to examine glass against objective standard.

 HOW TO DO A PROFESSIONAL CHECK

Stand in the room no less than 2 metres away from the IGU and look directly through them.

• For toughened, laminated or coated glasses, stand no less than 3 metres away.
• Do so in natural daylight, but not directly towards the sun and with no visible moisture on the surface of the glass.
• Where it is not possible to stand at the right distance then  stand as far away as you can from the IGU.
• Exclude 50mm wide band around the edge of the glass from the check.
• Glass must be viewed at 90 degrees to the window.

WHAT TO EXPECT WHEN VIEWED AS DESCRIBED

Flat transparent glass, including laminated, toughened (tempered) or coated glass (low 'E') is acceptable if the following are neither obtrusive nor bunched:

• Bubbles or blisters
• Fine scratches not more than 25mm long
• Minute particles

The obtrusiveness of blemishes is judged by looking through the glass, not at it, under natural light. It must be understood that the glass used in double glazing is a processed glass, and so as a consequence, blemishes are to be expected.

Insulating glass units with optical defects such as smears, fingerprints or other dirt on the cavity faces of the glass, or extraneous material in the cavity are unacceptable, except in some cases where small particles of desiccant can be seen.

SPECIAL GLASSES

Toughened glass may show visual distortions which are accentuated by reflections in double glazing. Such surface colourations and patterns do not indicate a change in physical performance.

Low emissivity coating may produce transient visual effects. In some lighting conditions the coating may look like a transparent film or produce a haze, ie a cloudy look to the surface. When light coloured objects such as net curtains are placed close to the glazing they may look slightly darker.