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Terms and Conditions

TERMS AND CONDITIONS

Dunster House Ltd. is dedicated to your total satisfaction.

If you have any suggestions or comments please contact us.

Contact Details:

Dunster House Ltd.
Factory 1
Caxton Road
Elms Farm Industrial Estate
Bedford
Bedfordshire
MK41 0LF
Phone: 01234 272445
Fax: 01234 272588

VAT Registration Number: 623 8011 69
Company Number: 02913901

By purchasing from Dunster House Ltd. it is assumed that the customer agrees to all terms and conditions.

  1. Introduction

  1. The Company is Dunster House Ltd.

 

  1. The Purchaser is the person or their Agent buying upon their behalf and is responsible for all measurements and designs given to the Company.

 

  1. All orders are bespoke and made to measure.
  1. When Purchasing Products

  1. All dimensions to be supplied in Metric. All designs are as viewed from the Outside at point of order.

 

  1. All units are supplied to site unglazed due to the safety requirements for Manual Handling.

 

  1. Orders and any changes to orders will only be acceptable and binding once confirmed in writing (Email is sufficient).

 

  1. When Making Payments

  1. A 25% deposit must be paid to place an order. Balance payments must be made in full in cleared funds at least 2 working days before delivery (if we are delivering to you) or up to or on the day of collection (if you are collecting the goods).

 

  1. If we are delivering to you and you are paying with a Credit/Debit card it will need to be either; registered to the delivery address; or, have passed a 3D secure check (sometimes known as 'verified by Visa' or similar - only possible with online payments); or, you can pay by Chip and Pin at one of our branches. You can also pay by bank transfer.
     
  2. If you are collecting you can pay in cash (exact change) or credit/debit card by Chip and Pin as you collect.

 

  1. Cheques, Bankers Draft or Printed Building Society Cheques are not accepted as cleared funds (as they can be fraudulent) and must be received by us a minimum of 10 working days before delivery/collection.
     
  2. Payment must be made no later than 1 month after the Purchaser is notified by the Company that the goods are ready for collection/delivery.
     
  1. Delivery & Collection

  1. Kerbside delivery only.

 

  1. You will need to ensure that someone is available all day on the day of delivery that is capable of assisting the driver in offloading the goods when they arrive. They will need to be capable of lifting items of up to 25kg as we only send one driver. All units and panels are supplied to site unglazed due to the safety requirements for Manual Handling.

 

  1. The contract turnaround period commences from the next working day after the order has been placed.

 

  1. If you are collecting your goods you will be notified of a collection date. Please bring a copy of your order confirmation including order number and a form of ID. We are unable to release goods with a valid form of ID (e.g. debit/credit card, passport or driving licence).

 

  1. Time shall not be of the essence in this contract. We always use our best endeavours to deliver on the ‘Anticipated delivery date’ (shown on your copy of the order confirmation if you have chosen a delivery date prior to this being printed) or within the ‘Delivery within approximately’ timeframe (shown on your copy of the order confirmation if no specific date has been chosen yet). In the unlikely event that something delays your delivery, we will contact you to reorganise your delivery date within a reasonable period of time.

 

  1. We will contact you to agree a delivery date with you prior to us actually delivering. If you have any questions about your delivery date, please ring our dispatch team on 01234 224498.

 

  1. We cannot give timed deliveries due to our vehicles travelling across England and Wales. Deliveries can occur between 8:30am and 6:00pm on the day of deliver. You can track your delivery vehicle on our website on the day of delivery so you know how far away from you it is at any particular time on that day.

 

  1. If the Purchaser or his Agent fails to be on site for an agreed delivery, the goods will be returned to our factory for the Purchaser or his Agent to collect. If a re-delivery is required this can be arranged and there will be a re-delivery charge of £30.00.

 

  1. All risks in the goods shall pass to the Purchaser or his Agent upon delivery.

 

  1. The Company will do all it reasonably can to meet the delivery/collection period advised however unexpected delays can occur. In the unlikely event that these affect the Purchaser’s delivery/collection, delivery/collection will be reorganised within a reasonable period of time.

 

  1. Damaged Goods

 

  1. Should a defect occur with the goods due to the fault of the Company, we will give you appropriate options which may include a repair, replacement or partial refund. If the Company is not given a reasonable opportunity to rectify any defect, the Purchaser will not be reimbursed should he choose to rectify it himself or with a third party.

 

  1. The Company reserves the right, in agreement with the Purchaser, to request an Independent Inspection of any allegedly defective goods, or to carry out a mutually agreed inspection to identify whether the goods have been properly installed, used, maintained, stored or serviced. The Company reserves the right to make a charge to cover any reasonable costs if the goods have not been properly used, installed, maintained, stored or serviced.

 

  1. After delivery of the goods the Purchaser shall examine them as soon as reasonably possible and before removing any existing windows and doors or commencing installation. The Company should be notified of any fault, damage or missing items as soon as reasonably possible in writing either by post to Customer Services, Dunster House Ltd Factory 1, Caxton Road, Bedford, MK41 0LF, or email (cs@dunsterhouse.co.uk). We will request photos which clearly illustrate any defect to determine its cause prior to rectification. The invoiced customer (named person on order) will need to make contact and please include your order number so we are able to locate your order

 

  1. When Installing

  1. We recommend that a competent or qualified person carries out the installation of the 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 please contact the Company’s Customer Service department by the methods stated.

 

  1. Due to on-site handling, installation methods and the type of opening that the goods are being installed into, minor adjustments may need to be made by the installer.

 

  1. The Company may make minor technical changes to the specification of the Purchaser’s products that will not be to the detriment of their function or appearance and will not affect the price. The Purchaser will be advised of any major changes to be approved by the Purchaser, or the Company will refund the Purchaser in full.

 

  1. Before commencing your installation or hiring a third party to install your product, please ensure that the goods have been physically delivered, examined and checked for design details and sizes. Check that all parts are present and correct so that in the unlikely event that parts may be missing, wrong or damaged you ensure we have reasonable time* to arrange the delivery of the new parts before you commence installation, confirm an assembly date or prior to engaging a third party to carry out the installation. (*Please note that a reasonable time would typically be within one to two weeks assuming replacement parts are in stock, however if we have to order or manufacture parts then the time frame will be longer). Should you use a third party to carry out the installation please ensure that you give them sufficient time to familiarise themselves with and check the materials before committing to an installation date.

 

  1. Order Changes and Cancellations

  1. This order can be cancelled but as all windows, doors and other products are manufactured to the Purchaser’s specific requirements and cannot be resold, all costs incurred by the Company up to the point of cancellation including but not limited to manufacture of the goods will be chargeable. If you cancel your order within 2 hours of making payment you will receive a full refund. Any notification of cancellation must be made in a clear statement in writing to cancellations@dunsterhouse.co.uk

 

  1. Any and all changes made to orders will be chargeable to the Purchaser at the cost of those changes as each item is bespoke. This reasonable charge will vary dependent upon the progress already made with the original order prior to any change, and the nature of the change. The costs incurred by the Company are not just limited to manufacturing and physical production costs.

 

  1. Should the Purchaser become aware that they need to change their order, whether or not the extent of the change required is unknown, the Purchaser must request in writing that the order is placed ‘on hold’ so that no further processes are carried out by the Company. The order will only be taken ‘off hold’ once the Purchaser confirms their changes, if any, in writing.

 

  1. The turnaround period will be restarted from the next working day after the Company is informed of any change to the order by the Purchaser. The turnaround period may change in length depending on the type of changes made. In such cases, the Purchaser will be notified of the turnaround period.

 

  1. Liability
  1. If any term or other provision of this Agreement is determined to be invalid, illegal or incapable of being enforced by any rule or law, or public policy it will be severed from the Agreement. All other terms and provisions of this Agreement shall nevertheless remain in full force and effect.
  1. Price Promise

  1. We are confident with our product and prices that we are offering a price promise. We believe that “You won’t find the same quality product, level of service or price to match – If you do, we guarantee we can beat it.”

 

  1. This guarantee relates to an equivalent product, with an equivalent level of service, from a company with equivalent history (10 years trading or more) for a lower amount. Please provide us with a copy of a quote or website so we can verify the details.

 

  1. We retain the right to refuse this offer.

 

  1. Reaching us

  1. If you need to reach us, prior to delivery please call us on: 01234 272 445, or

Write to us at: Dunster House Ltd, Factory 1, Caxton Road, Elms Farm Industrial Estate, Bedford, Bedfordshire, MK41 0LF, or visit us at one of our branches

For all post-delivery enquires please write to us detailing your query through either: e-mail at cs@dunsterhouse.co.uk or post your enquiry to the above address this will enable us to comprehend your query and respond appropriately and professionally. Please refer to our website for Customer Services opening times.

  1.  Privacy Policy

  1. We are committed to protecting your privacy. We will only use the information that we collect about you lawfully. For details of our privacy policy please refer to our web-site www.dunsterhouse.co.uk/privacy-policy

 

  1. Credit Card Security

  1. Our form pages are secured using High Level 128-bit SSL Encryption. Credit card payments are processed by Sage Pay (formally Protx) using secure servers. 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.
  1. Invalidity/Severability

  1. If any term or other provision of this Agreement is determined to be invalid, illegal or incapable of being enforced by any rule or law, or public policy it will be severed from the Agreement. All other terms and provisions of this Agreement shall nevertheless remain in full force and effect.
  1.  Important

  1. Upon receiving your goods, we recommend you follow the installation instructions carefully step by step, as we will not be held liable for damage claims due to incorrect assembly. Our Guarantees do not include cover the following should the product fail or not perform due to the following: failure to correctly assemble the goods as per the assembly instructions, wilful damage, negligence and incorrect use. If you cannot locate your instructions please check the customer log in area on our website to download your instructions or contact our customer services department at cs@dunsterhouse.co.uk
  1. Force Majeure

  1. Under these Terms & Conditions “Force Majeure” is defined as any cause beyond our control including, but not limited to, War, Act of God, Act of Terrorism, Fire, Flood, Explosion, Natural Catastrophes, Civil/Military Disturbances, Strikes, Theft or Weather.
  2. We will not be held liable or responsible for any failure or delay in our obligations under these Terms and Conditions if the failure or delay is caused by Force Majeure. 

 

 

These Terms and Conditions may only be amended in writing by a Director of the Company.

 

Warranties

  1. Warranties - Profile Colour

A Warranty is provided on the profile by the Manufacturer, Selecta Systems Ltd, Selecta Avenue, Great Barr, Birmingham, B44 9EG free of charge, and forms no part of the overall cost of this order. Dunster House Ltd. is not party to the Warranty in any way. To make a claim against this Warranty, or for any queries regarding it, the Purchaser must contact Selecta Systems Ltd.

Selecta Systems Ltd undertake to warrant their PVCu Window and Door profiles for a period of:

White Profiles: 10 years (from date of delivery) 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 (from date of delivery) with respect to adhesion of 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.

  1. Warranties - Residential Door Panels

A Warranty is provided on the panel products by the Manufacturer, Vista Panels Ltd, Unit H1, Prenton Way, North Cheshire Trading Estate, Wirral, CH43 3DU free of charge, and forms no part of the overall cost of this order. Dunster House Ltd. is not party to the Warranty in any way. To make a claim against this Warranty, or for any queries regarding it, the Purchaser must contact Vista Panels Ltd. Vista Panels Ltd undertake to warrant their Panel Products for a period of:

White Panel Products: 10 years (from date of delivery) against discolouration

Woodgrain (Laminate) Panel Products: 5 years (from date of delivery) against discolouration. Woodgrain panels are very heat absorbent and are therefore not suitable for sunny or warm locations. Please consider this when surveying your installation.

Hardware: 12 months (from date of delivery) against discolouration

Please note failure to handle or apply the profile, sealed units, furniture and panel products in compliance with the relevant/approved instructions, specifications or guidelines, may result in all or part of the Warranties being null or void.

  1. Warranties - Residential Door Panels

A 5-year Guarantee on the sealed units and a 1-year guarantee on the furniture is provided by the Company, Dunster House Ltd.

 

Guarantees

  1. Sealed Unit (Double Glazing) Guarantee

Dunster House Ltd. (“the Guarantor”) hereby guarantees all sealed unit components against visible condensation inside the sealed unit for the duration of 5 years from the first date of delivery.

Covered is the cost of re-supplying an identical or comparable sealed unit to replace a sealed unit that is proven to have visible condensation inside it. This includes the cost of transport of any such sealed unit to the customer’s original delivery address providing that this is within the territorial scope of this Guarantee. It does not cover the cost of installation of the sealed unit and does not cover the cost of removing and/or collection of the defective sealed unit. Consequential costs or losses are not covered.

 

The term ‘visible condensation’ as used in the Guarantee refers to water droplets forming against the inside surfaces of the panes of glass that are at least 0.5mm in diameter.

This does not affect the statutory rights of consumers, exclude or restrict the liability of the Guarantor for death or personal injury caused by negligence, or for fraudulent misrepresentation.

 

Conditions

  1. Any claim must be made in writing and accompanied with a proof of purchase, details of failure and photographic evidence of failure.
  2. The products must have been correctly installed and only subject to normal domestic use and maintenance. This includes ensuring that drainage holes are kept free of obstruction and that packers are used underneath the sealed unit to hold the sealed unit up from the bottom of the sash.
  3. No Guarantee is offered on products subject to abuse, negligence, improper use, modifications or attachment to equipment other than our own.
  4. The territorial scope of this agreement is the United Kingdom Only.

 

Exclusions

  1. Any sealed unit with broken glass or seals that have been tampered with.

Guarantor’s name and address:

Dunster House Ltd.

Caxton Road

Bedford

MK41 0LF

E-mail: cs@dunsterhouse.co.uk

  1. Furniture (Hinges, handles etc.) Guarantee

Dunster House Ltd. (“the Guarantor”) hereby guarantees all furniture components (hinges, handles, locks) against failure in operation for the duration of 1 year from the first date of delivery.

Covered is the cost of re-supplying an identical or comparable furniture component to replace a furniture component that is proven to have failed in operation. This includes the cost of transport of any such furniture component to the customer’s original delivery address providing that this is within the territorial scope of this Guarantee. It does not cover the cost of installation of the furniture component and does not cover the cost of removing and/or collection of the furniture component. Consequential costs or losses are not covered.

This does not affect the statutory rights of consumers, or exclude or restrict the liability of the Guarantor for death or personal injury caused by negligence, or for fraudulent misrepresentation.

Conditions

  1. Any claim must be made in writing and accompanied with a proof of purchase, details of failure and photographic evidence of failure.
  2. The products must have been correctly installed and only subject to normal domestic use and maintenance. This includes ensuring that the service instructions in the leaflet ‘Looking after your Investment’ are followed.
  3. No Guarantee is offered on products subject to abuse, negligence, improper use, modifications or attachment to equipment other than our own.
  4. The territorial scope of this agreement is the United Kingdom Only.

Guarantor’s name and address:

Dunster House Ltd.

Caxton Road

Bedford

MK41 0LF

E-mail: cs@dunsterhouse.co.uk

 

Understanding the Order Confirmation

  1. Items:

Preview Image – Preview image of the item, viewed as specified by “Viewed from”. Chevrons denote opening sashes with the point denoting the hinged side.

Product Type – this is the type of product, such as a “C/Ment” means “Casement window”. “TNT Window” means “Tilt and Turn Window. “French Door” and “Residential Door” have clear meanings. The “Advanced 70” is the brand of profile that Dunster House Ltd. use.

O/A Sizes – This is the overall size of the product, including any cill.

  1. Specification:

Transom / Mullion / Sash – This is the type of profile we use for the transom, mullion or sash.

Cill (if specified) – This is the cill option chosen. Options are 150mm, 180mm and 85mm. An 85mm cill is a “Stub cill”

Ventilator (if specified) – This will say where they ventilator is located (in the Sash by default) and how big each will be. 2000 trickle vents have a ventilation area of 2000mm2 and 4000 trickle vents have a ventilation area of 4000mm2.

Colour / Sash Colour / Cill Colour – The colour of the item, White, Light Oak on White, Rosewood on White or Rosewood. Rosewood on White and Light Oak on White will always be made with the wood grain on the outside. Images may show inside colour but this is only as a guide and is not a literal demonstration of where the colour will be.

Bead Type – The type of bead Dunster House Ltd. use.

Handle – The type and colour of the handle. An “Espag” handle corresponds to the espagnolette locking heads used on most windows. Lev/Lev refers to a door handle with a lever on both sides. Lev/Pad refers to handle with a pad on one side and a level on the other.

Casement Locking – Espag for espagnolette locking or Shootbolt for Shootbolt locks.

Viewed from – The direction the item is viewed from in the preview design. Normally as “Viewed from Outside” but for some items, the item needs to be “flipped” for manufacture. These items will say “Viewed from the Inside”. Special care must be taken for these items to ensure the design, opening direction and hinges side are as desired.

Open In/Out – Whether the item opens inwards or outwards.

Glazed in/Out – Whether the glass is put in from the inside or the outside.

Trans/Mull – How the item is put together, with welded joints.

All Round Locking (if specified) – All round locking option.

Door Hinge – Door hinge type, normally a “Flag hinge” and colour.

Door Lock – Type of lock barrel specified.

Fixing Pack (if specified) – Fixing Pack if specified.

Total Price – Price shown for each item is ex VAT.

Glazing Details & Apertures

4-20-4 – This refers to the thickness of the sealed units we use, 4mm glass pane, 20mm space and another 4mm glass pane.

Clear / Obs / Tuff – Refers to if the glass is clear or obscure, or Tuff for toughened glass.

Georgian Bar / Diamond Lead / Square Lead – Glass decoration options

18mm Bar White, 9mm Lead Silver – Thickness and colour of glass decoration