Separate rules apply to standard stock products and bespoke made-to-measure goods.

We want customers to know where they stand before ordering. This policy explains change-of-mind returns, bespoke products, damaged goods, faulty goods and refunds. Nothing in this policy limits your statutory consumer rights.

1. Standard products bought online

If you are a consumer and purchase an eligible standard stock product online or by another distance-selling method, you normally have the right to cancel within 14 days after the day you receive the goods, without giving a reason.

To cancel, email info@restoremywindow.com with your name, order reference and a clear statement that you wish to cancel. After notifying us, you should return the goods without undue delay and no later than 14 days after telling us that you are cancelling.

2. Condition of returned standard products

You may handle an item only to the extent reasonably necessary to establish its nature, characteristics and function. Please return products complete, secure and, in their original packaging. If handling goes beyond what would normally be permitted in a shop and reduces the value of the goods, we may make a lawful deduction from the refund to reflect that reduction in value.

3. Bespoke and made-to-measure products

Sash windows, casement windows, doors, glass and other products made to your measurements, design choices or personalised specification are bespoke goods. The statutory change-of-mind cancellation right that applies to many standard online purchases does not normally apply to goods made to the consumer’s specifications or clearly personalised.

Once we have accepted a bespoke order and production has begun, it cannot normally be cancelled or returned simply because you change your mind, have ordered the wrong size, change the design, or no longer require the product.

This does not affect your rights if bespoke goods are faulty, not as described, do not conform to the agreed specification, or otherwise fail to meet legal requirements.

4. Amending or cancelling a bespoke order before production

If you need to change or cancel a bespoke order, contact us immediately. If production has not started, we will consider the request and confirm whether the order can be changed or cancelled. We may deduct reasonable, evidenced costs already incurred, such as design, survey, specialist materials or non-refundable supplier charges, where lawful. We will not apply arbitrary or excessive cancellation charges.

5. Faulty, damaged or incorrect goods

If goods arrive faulty, damaged, not as described or incorrect, contact us promptly with your order reference and photographs. Consumer goods must be of satisfactory quality, fit for purpose and as described. Where the law gives you a short-term right to reject faulty goods, that right is not reduced by this policy.

Depending on the circumstances and your legal rights, the appropriate remedy may be repair, replacement, price reduction or refund. Where we are responsible for a faulty or incorrect product, we will also deal with reasonable return or collection arrangements as required.

6. Delivery damage

Please report visible transit damage within 48 hours where possible. Fast reporting helps us obtain carrier evidence and arrange a solution. If you discover concealed damage later, contact us as soon as reasonably possible. The 48-hour request is an operational reporting request and does not remove statutory rights.

7. Return costs for change-of-mind returns

For an eligible standard product returned because you changed your mind, you are responsible for the direct cost of returning the goods unless we have agreed otherwise. Large, heavy or palletised window and door products can be expensive to return, so please contact us before arranging transport.

8. How to return an item

Email info@restoremywindow.com with your order reference and reason for return.

Wait for return instructions and the correct return location before sending goods.

Package the item securely and use an appropriate insured or tracked service where suitable.

Include your order reference with the returned goods.

Keep proof of dispatch until the return and refund are complete.

9. Refund timing

For a valid cancellation of standard goods, we will make the refund within the period required by law. We may withhold the refund until we have received the goods back or you provide evidence that they have been returned, whichever occurs first. Refunds are normally made using the original payment method unless otherwise agreed.

10. Original delivery charges

Where a consumer validly cancels an entire standard-goods order under distance-selling cancellation rights, the refund of outbound delivery charges will be handled as required by law. If you chose a more expensive delivery method than our least expensive standard option, any additional premium may not be refundable.

11. Products that have been installed, cut, altered or damaged

Do not install, cut, drill, paint, glaze, modify or otherwise alter a product if you believe it is incorrect or defective, unless we have asked you to do so. Alteration may make diagnosis more difficult and can affect the remedies available where the issue has been caused or worsened by third-party work. This does not remove rights that cannot legally be excluded.

12. Business customers

Different cancellation and return rights may apply where goods are purchased wholly or mainly for business purposes. Any business-specific terms agreed in the quotation, trade account or order confirmation will apply alongside applicable law.

3. Contact

Restore My Window Ltd
35 Berkeley Square, London W1J 5BF
Email: info@restoremywindow.com
Telephone: 020 7692 8973