1. About us

Restore My Window Ltd is a timber window and door specialist. In these terms, “we”, “us” and “our” mean Restore My Window Ltd. “You” and “customer” mean the person or organisation placing the order. “Goods” include windows, doors, glazing and related products. “Services” include survey, restoration, installation and other work we agree to perform.

2. Information on our website

We take reasonable care to keep product descriptions, photographs, specifications, prices and availability accurate. Timber is a natural material and screens reproduce colours differently, so photographs and samples are guides rather than guarantees of exact grain or shade. Minor changes that do not materially reduce quality or performance may be made where reasonably necessary.

3. Prices and VAT

Prices will state whether VAT is included or added. Delivery, installation, survey, access equipment and other services are included only where expressly stated. If a clear pricing error is identified before we accept an order, we may correct it and give you the choice of proceeding at the correct price or cancelling for a full refund of sums already paid for that order.

4. Placing an online order

Submitting an order is an offer to buy the selected goods. An automated acknowledgement confirms that we have received the order; it does not necessarily mean we have accepted it. Acceptance occurs when we confirm acceptance, commence agreed bespoke production, or dispatch the goods, depending on the order process communicated to you.

5. Availability

All goods are subject to availability. If we cannot supply an item, cannot obtain a required material, or cannot reasonably manufacture the agreed specification, we will contact you. Where we cannot accept the order, amounts paid for undelivered goods will be refunded.

6. Bespoke specifications and drawings

Made-to-measure windows and doors are manufactured to the final dimensions and specification accepted for the order. You must carefully check dimensions, drawings, opening direction, frame details, glazing, colour, ironmongery and other options before approval. Once approved and production begins, changes may not be possible and may incur additional cost.

7. Measurements supplied by the customer

Where we have not carried out an agreed measured survey, you are responsible for the accuracy and suitability of measurements and information supplied to us. We are not responsible for remanufacturing costs caused by incorrect customer-supplied dimensions or specification, except to the extent that the error was caused by our own breach.

8. Surveys

Where a survey is included, its purpose and scope will be set out in the quotation. Unless expressly agreed, a window survey is not a structural survey of the building and does not require us to expose concealed construction, move fixed finishes or investigate inaccessible areas. Hidden defects may become apparent only after work starts.

9. Planning, listed buildings and Building Regulations

Unless we expressly agree in writing to obtain approvals, you are responsible for identifying and obtaining any planning permission, listed building consent, conservation-area approval, landlord consent, freeholder consent, Building Regulations approval or other permission required for the works. We can provide product information reasonably available to us to support your application.

10. Payment

Payment terms are shown at checkout, on the quotation or in the order confirmation. Bespoke goods may require a deposit and staged or final payment before dispatch or installation. We are not required to begin or continue work while an overdue payment remains outstanding, subject to applicable law and the specific agreement.

11. Changes after order

Contact us immediately if you need a change. We will confirm whether the change is possible and any effect on price or lead time. A change is not agreed until confirmed by us in writing. Bespoke work already completed, specialist materials ordered and other reasonable costs may be chargeable.

12. Cancellation

Cancellation rights depend on the type of order and whether you are a consumer or business customer. Eligible standard online purchases may carry statutory cancellation rights. Bespoke goods made to your measurements or personalised specification are normally excluded from change-of-mind cancellation rights. Please read our Returns & Refunds Policy before ordering.

13. Delivery

Estimated delivery dates and lead times are given in good faith but may be affected by manufacturing, material availability, glazing, finishing, transport and circumstances outside our reasonable control. Our Delivery & Collection Policy forms part of these terms. Do not schedule dependent trades until goods have been delivered and checked unless you accept the risk of doing so.

14. Title and risk

Risk passes as provided by applicable law and the agreed delivery arrangement. Ownership of goods remains with us until we have received full cleared payment for them, to the extent such retention is lawful and applicable to the transaction.

15. Natural timber, glass and finishes

Timber varies naturally in grain, texture and shade and may show features characteristic of the species or engineered construction. Small movements can occur with changes in humidity and temperature. Glass is assessed against applicable industry standards; minor visual characteristics that fall within accepted manufacturing tolerances are not necessarily defects. Painted and stained finishes can vary slightly between batches and substrates.

16. Installation by others

For supply-only goods, installation must be carried out competently and in accordance with the product requirements and applicable regulations. We are not responsible for defects caused by incorrect storage, handling, installation, glazing, decoration, modification or maintenance by others.

17. Installation by us

Where we install, the separate Installation Terms and the project quotation define access, working hours, protection, making good, exclusions, customer preparation and completion arrangements.

18. Faults and remedies

Goods supplied to consumers must meet applicable statutory standards, including being of satisfactory quality, fit for purpose where relevant and as described. Services must be carried out with reasonable care and skill. If you believe there is a problem, contact us promptly and allow a reasonable opportunity to inspect where appropriate. Our Returns & Refunds Policy and Warranty & Guarantees page explain the usual process.

19. Maintenance

Timber windows and doors require reasonable maintenance. Paint or coating damage should be addressed before moisture penetrates the timber. Hardware, drainage paths, seals and moving components should be maintained. Damage caused by neglect, misuse or unauthorised alteration may not be covered by a commercial warranty, although statutory rights remain unaffected.

20. Liability

We do not exclude or restrict liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or consumer rights that cannot lawfully be excluded. Subject to those rights, we are not responsible for losses that were not reasonably foreseeable when the contract was made or for business losses suffered by a consumer. Business customers may be subject to additional limitations agreed in writing.

21. Events outside reasonable control

We are not responsible for delay or failure caused by events outside our reasonable control, such as severe weather, transport disruption, industrial action, fire, flood, supplier interruption or other comparable events. We will take reasonable steps to reduce the effect and keep you informed where the delay materially affects your order.

22. Complaints

Please contact info@restoremywindow.com with your order or job reference and enough information for us to investigate. We aim to deal with complaints fairly and practically.

23. Personal information

We process personal information in accordance with our Privacy Policy and Cookie Policy.

24. Governing law

These terms are governed by the law applicable to the contract. Consumers retain any mandatory rights regarding where legal proceedings may be brought. For customers in England and Wales, English law will generally apply, subject to mandatory consumer protections.

25. Changes to these terms

We may update website terms from time to time. The version applicable to your purchase is the version in force when the contract is made, together with any project-specific terms accepted for that order.