Terms of Sale
Last Updated: June 2025
Please read these Terms of Sale carefully; they are important. If you do not agree with these Terms of Sale, please do not place an order.
1. Orders
1.1 By placing an order with us, you agree to be bound by these Terms of Sale. You are also confirming that you are over eighteen and that you agree to our use of your personal data in accordance with our Privacy Policy & Cookie Policy.
1.2 We are Double Glazing Parts & Spares. Our head office is located at:
Units 1-2, Ladykirk Business Park, 9 Skye Road, Prestwick, KA9 2TA. Our postal address, telephone number, and email address can always be found at the bottom of each page of our website.
1.3 After receiving your completed electronic order and payment, we will contact you by email to confirm the details of your order and provide you with an order reference number, which should be used in any correspondence with us. If, for any reason, we are unable to accept and process your order, we will attempt to notify you accordingly.
1.4 We reserve the right to reject any order, as we see fit, without giving any reason (although we do try to give a reason when possible).
1.5 We may change these Terms of Sale at any time by posting changes on this website, and without giving you notice, so please review these Terms of Sale before completing an order. If you place an order with us after we have made changes to these Terms of Sale, you are agreeing to those changes.
1.6 Please note that our Terms and Conditions of Use or our Privacy Policy & Cookie Policy may also change at any time, so please check them each time you visit our website.
1.7 Right to cancel: If you are a consumer (i.e., an individual placing an order for purposes outside your business) within the European Union, you may cancel your order within 14 working days beginning on the day after you receive the goods from us. If you wish to cancel, please send us an email, call us or log in to your account and initiate a return. Please included the reference number if cancelling by phone or email.
1.8 Once your order has been dispatched, you must inform us within 30 days if you have not received your purchase. After this period, we may be unable to resolve issues, and you may not be entitled to any refund.
1.9 International Orders: All international sales are at the buyer's risk. Once the package is confirmed to have arrived in your country, it is deemed delivered by us. Limited assistance can only be provided for tracking within your country. All import fees are the customer's responsibility and MUST be paid. Please contact your local customs authorities for further details. We do not accept responsibility for fees imposed by your country and if not paid and the item is returned to us, any fees imposed will be deducted from any refund given. Do not purchase if you do not accept these conditions, as we are not liable for any losses outside the United Kingdom, and refunds will not be given if the parcel is lost in the receiving country.
IMPORT FEES ARE NOT INCLUDED IN THE TOTAL COST OF YOUR ORDER - DO NOT ORDER IF YOU DO NOT ACCEPT THIS.
1.10 International Payments & Refunds: Due to fluctuating exchange rates, all international orders and refunds are processed based on the exchange rate applicable on the date of the original transaction and the date of the refund. As exchange rates vary, the refunded amount in your local currency may be higher or lower than the original payment. By placing an order, you acknowledge and accept that any refund will be issued at the prevailing exchange rate at the time of processing, and we are not responsible for any differences due to currency fluctuations.
1.11 Pre-Orders: By ordering products marked as (PRE-ORDER), you accept that you will wait between 4-8 weeks for these items. Depending on the availability of other items ordered at the same time, you may also wait for these items to be delivered together with the pre-ordered items. We reserve the right to dispatch your order in multiple shipments if it is in your best interest or necessary to ensure timely delivery.
1.12 Pre-Order Cancellations: If you cancel a pre-ordered item before fulfilment, a 5% cancellation fee will apply due to the fees we incur from the manufacturer/supplier.
2. Deliveries
2.1 Please refer to our estimated delivery times. While we cannot guarantee delivery within any specific timeframe, if we fail to deliver your items due to an issue within our or the courier’s control within thirty days after accepting your order (or after making reasonable attempts to deliver), you have the legal right to cancel your order for a full refund.
2.2 We reserve the right to add an additional fee and an extra 2 to 5 working days for deliveries to the Scottish Highlands & Islands, Channel Islands, Northern Ireland, Isle of Man, and Isles of Scilly. Additional charges may also apply to the following postcodes (but not exclusively): IV, HS, KA27-KA28, KW, PA20-PA49, PA60-PA78, PH17-PH26, PH30-PH44, PH49-PH50, ZE, BT, IM, and TR21-TR25. For more information, please visit our Delivery and Returns page.
2.3 Customers agree to check that their goods are in perfect condition before accepting delivery/collection. We understand that this may not always be possible, so we offer a 7-day period during which you can inform us of any delivery issues. After the 7-day period, we cannot accept any liability for delivery issues such as missing items or damage. This does not affect our returns policy or your statutory rights.
2.4 Any special delivery instructions requested by the customer, such as "If not in, leave in the porch; behind the blue bin; in the garage," etc., are at the customer’s risk. If a parcel is left unattended or unsigned for at the customer’s request and is lost or damaged, we will bear no liability for the loss or damage, and no refund will be issued.
2.5 When ordering via any of our delivery options, the customer agrees to cooperate in resolving all issues. You agree to send us images or videos if requested and co-operate in all aspects of our investigations until resolved. If we replace lost items, you are legally obliged to return the original item(s) (if delivered) or sign the 'lost mail request form' provided by the courier. Once delivery has been confirmed as reaching the customer's designated address or safe place, our obligation is considered fulfilled.
In cases where a parcel is confirmed delivered but subsequently goes missing or is believed to be stolen, we advise customers to report the matter to their local police and obtain a crime reference number. We will cooperate fully with any investigation and provide relevant delivery information to support claims with the courier or insurance provider.
2.6 We may deliver part of your order and charge for all items ordered. The remainder of the order will be dispatched later, and any additional postage costs will be paid by us. However, if the customer requests alterations to the order, such as adding products or changing shipping details, any delays or extra postage will be at the customer’s cost.
2.7 Delivery times are based on dispatch date and depend on stock availability. Standard delivery is 3-5 working days (max 10), and advanced delivery is 1-3 working days (max 5). Same-day dispatch requires orders by 1pm, Monday to Friday, but is not guaranteed. Courier delays, stock issues, and address problems may affect delivery, and times are not guaranteed.
2.8 It is the customer’s responsibility to provide accurate delivery address details when placing an order. If incorrect details (e.g., wrong house number, postcode, or business unit number) are provided and the parcel is not delivered, we will not be held liable. However, we will work with the customer to attempt a resolution where possible. If the customer changes the delivery address via the courier, this is done at the customer's own risk, and claims for undelivered orders may be affected, except in cases of courier error or other extenuating circumstances.
2.9 If the courier makes reasonable delivery attempts and the parcel is returned due to the customer’s failure to cooperate with the courier or refusal to accept delivery without a valid reason, we reserve the right to charge additional fees, including return and re-delivery costs. Refunds will be issued for the items only, excluding postage costs.
2.10 If the customer requests or authorizes a redirection of the parcel after dispatch, whether through the courier’s redirection system, a third-party service, or any other method, they accept full responsibility for the goods from the point at which the redirection is initiated. Any change of delivery address via the courier is made at the customer’s own risk, and the customer relinquishes the right to make any claims if the order is not delivered.
In accordance with Section 29 of the Consumer Rights Act 2015, the risk of loss or damage to the goods transfers to the customer when: a) the goods are delivered to the customer directly, or b) the goods are delivered to a third party or alternative address nominated by the customer (including but not limited to a parcel shop, neighbour, safeplace, or collection point).
We shall not be liable for any loss, damage, or delay occurring after the customer initiates or authorises a redirection of the parcel. All claims or concerns arising from redirected deliveries must be addressed directly with the relevant courier or service provider.
3. Returns
3.1 If you exercise your right to cancel under Condition 1.7, you must notify us within 14 days of receiving the goods and return the item in a saleable condition. A refund will only be issued once the item has been received, inspected, and confirmed to be as originally sold. Additional handling charges will not be refunded, and return postage costs are the customer’s responsibility unless the item is faulty or sent in error.
3.2 If you return any item that is not in a saleable condition, has been removed from its factory-sealed packaging (where applicable), or has been used, we are not obliged to issue a refund. All items must be returned in full. If any parts are missing from returned goods, no refund will be issued, and the partially returned goods will be sent back at the customer’s expense, if requested.
3.3 If you return any item within 30 days after it was delivered because it is defective or was sent in error, we will refund the price of that item, including any basic delivery and handling charges, as well as the reasonable costs of returning it to us. After 30 days, we are not required by law to accept the return of a defective item, but we will do our best to assist you and may offer a resolution, at management's discretion.
3.4 If returning goods, you must notify us either by email or telephone within 14 days of receiving the item. When returning items, you must include the original (or a copy) of the invoice or packing slip and provide a brief written explanation of the reason for the return. Returns should be sent via a tracked postage service to our Returns Department, details can be found on the Deliveries and Returns' page. (We are not responsible for any returned items lost or damaged in transit and no refunds will be issued under these circumstances).
3.5 Special orders or customised products are non-refundable, whether sent from us or directly from our suppliers. Damaged products caused by the customer are also non-refundable, in accordance with UK and Scottish law.
3.6 Depending on the circumstances of the return, it can take up to 14 working days after receiving the returned items to complete the returns process, including any refund. We aim to complete this process as quickly as possible.
3.7 If a return is accepted after the 30-day guarantee period has expired, a restocking charge will apply, typically ranging from 30% to 50%. The exact fee is determined by the returns officer on a case-by-case basis.
4. Payments
4.1 We accept payments through PayPal, Square, Google Pay and Apple Pay, as well as all major debit and credit cards. You can select your preferred method at checkout. Please note that payment must be received and cleared before any order is processed or dispatched.
4.2 All credit and debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to authorise payment to us, we will not be liable for any delay or non-delivery. In this case, your order will be cancelled, and we will not be responsible for the cost of any lost opportunity.
4.3 We reserve the right to cancel or refuse any order if we have reason to believe fraudulent or suspicious activity has taken place. In the event of a suspected fraudulent order, we will contact the customer for clarification, and if we receive no response within a reasonable time, the order will be cancelled.
4.4 All prices on the website are inclusive of VAT, where applicable, at the current rate. We reserve the right to change prices without prior notice. Any changes will not affect orders already placed and confirmed.
4.5 You undertake and warrant that all details you provide to us when you place your order will be correct, that any credit or debit card you use belongs to you, and that there are sufficient funds or credit facilities to cover the price of the items you order and our delivery charges.
4.6 Trade Accounts: All orders over £750 are required to be paid via bank transfer. There is a 35% restocking charge on all trade orders and trade orders are only dispatched after payment is made.
5. Liability and Disclaimers
5.1 We will not be liable to you for any indirect or consequential loss or damage arising out of your use of this website or the purchase of any product, including but not limited to loss of business, loss of profits, or loss of goodwill, whether arising in tort (including negligence), contract, or otherwise.
5.2 Our liability for any claim arising out of the purchase of any product via this website shall not exceed the price paid for that product.
5.3 We do not accept liability for any damages caused by incorrect handling and fitting.
5.4 All recommendations, guidance, and advice given by our staff or representatives are their opinions based on their own experience and must be taken by the customer at their own risk.
5.5 We do not manufacture our own products; all products are checked for quality and safety before they leave our warehouse. Once received, you assume full responsibility for the condition, handling, and fitting of the product.
5.6 We are not liable for any delays in delivery caused by circumstances beyond our control, including but not limited to shipping delays, customs issues, or carrier problems. We will, however, make every reasonable effort to assist you in resolving any delivery issues.
5.7 Events Outside Our Control - We will not be held responsible for any failure or delay in fulfilling our obligations under these terms and conditions if such failure is caused by events outside our reasonable control. Such events include, but are not limited to, acts of God, war, strikes, lockouts, industrial action, fires, floods, or other natural disasters.
6. Warranties, Intellectual Property, and Accuracy of Information
6.1 We provide a 30-day sales warranty from the date of receipt, during which we will offer support for any faults or issues. After this period, the manufacturer’s warranty applies, and customers should contact the manufacturer directly for assistance. This does not affect your statutory rights under UK consumer law.
6.2 Although we are not responsible for warranty claims beyond the initial 30-day period, we are happy to assist where possible by providing contact details, product information, or by liaising with the manufacturer on your behalf. In using this service, you agree to allow us a reasonable amount of time to process your request. This assistance is offered in good faith and does not affect your statutory rights.
6.3 Our prices, delivery charges, and stock availability are published on this website and are kept up to date to the best of our ability. The price and delivery charges payable are those in force at the date and time you send your order to us. We may change our prices and charges at any time.
6.4 If you open, modify, or remove parts from products, this may invalidate the warranty unless such modifications are explicitly permitted within the product instructions or approved by us in writing. We cannot accept returns for products altered in this way.
6.5 We strive to ensure that any information and material on this website not supplied by third parties is accurate, but we make no representation and give no warranty that such information is up-to-date, complete, or error-free. We accept no liability for any loss or damage caused by inaccurate information or material.
6.6 If you find any inaccurate, out-of-date, or incomplete information on this website, or believe any content infringes intellectual property rights, please notify us immediately.
6.7 All content on this website, including but not limited to text, images, graphics, logos, and product descriptions, is owned by or licensed to Double Glazing Parts & Spares and is protected by copyright, trademark, and other intellectual property laws.
6.8 You may view, download, and print content from this website for personal, non-commercial use only. You must not modify, copy, sell, distribute, or otherwise exploit any content without prior written consent from us.
6.9 Any advice we provide is given in good faith based on the information supplied. However, the final responsibility for checking measurements and product suitability lies with the customer.
7. Customer Arranged Collections
7.1 If the Customer elects to arrange their own courier or collection service, risk in the goods shall pass to the Customer at the point of collection from our premises. We accept no liability for loss, damage, or delay occurring after the goods have been collected by the Customer’s nominated courier or agent. The Customer is responsible for ensuring appropriate transit insurance is in place.
7.2 All collections must be pre-arranged, and the Customer must provide full collection details in advance, including the courier’s name, contact information, and any relevant reference or consignment numbers. Couriers will only be permitted to collect goods upon presentation of the correct paperwork and identification corresponding to the arranged collection. Failure to provide adequate information or documentation may result in refusal of collection and delay.
7.3 Should the Customer wish to cancel an order after payment has been made, a cancellation fee of 10% of the total order value will apply to cover administrative and processing costs. This clause applies to business-to-business transactions. Cancellations must be requested within 48 hours of payment being made. All cancellations are subject to compliance with applicable UK laws and regulations. This policy does not affect your statutory rights.
7.4 Should the Customer wish to return an item after it has been collected or dispatched, a restocking fee of 35% of the item’s value will apply to cover inspection, repackaging, and administrative costs. This clause applies to business-to-business transactions. Returns must be completed within 10 working days. All returns are subject to compliance with applicable UK laws and consumer protection regulations. This policy does not affect your statutory rights.
7.5 The Customer or their nominated courier is responsible for inspecting the goods at the time of collection. Any concerns regarding visible damage or discrepancies must be raised before the goods leave our premises. Once collected, we will not be liable for any claims relating to damage or missing items.
7.6 Where the Customer is acting in the course of a business, the provisions of the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 do not apply. Business Customers are advised to ensure their agents are appropriately insured and briefed for the collection.
7.7 Goods must be collected within 10 working days of notification of readiness. If not collected within this period, we reserve the right to charge reasonable storage fees or cancel the order, at our discretion.
7.8 All couriers or agents attending our premises must comply with our site health and safety rules and instructions from staff. We reserve the right to refuse entry or collection if these rules are not adhered to.
8. Data Protection and Privacy
8.1 We are committed to protecting your privacy and personal data in compliance with the UK GDPR and Data Protection Act. Any personal information collected from you will only be used in accordance with our Privacy & Cookie Policies, which can be found on our website.
8.2 By using this website and placing orders, you agree that we may collect, store, and process your personal information for the purposes of fulfilling your orders, providing customer service, and improving our services.
8.3 We take data protection seriously and do not sell or share your personal information with any third parties. Your details are only ever shared with our trusted suppliers when necessary to resolve a specific issue related to your order or to fulfil a warranty or product support request.
9. Product Recalls
9.1 From time to time, products supplied by us may be subject to manufacturer or supplier recalls due to safety, quality, or compliance concerns. In such cases, we will make reasonable efforts to notify affected customers using the contact information provided at the time of purchase.
9.2 Customers are responsible for responding promptly to any recall notification and for following the instructions provided for the return, replacement, or repair of the affected product.
9.3 Failure to respond within a reasonable timeframe (typically 14 days unless otherwise specified) may result in the voiding of any associated warranties, guarantees, and/or aftersales support for the recalled product.
9.4 We shall not be liable for any damage, injury, or loss arising from continued use of a product that has been subject to a recall, where the customer has failed to act upon the recall notice.
9.5 By purchasing from us, you agree to the sharing of your contact and order information with the relevant manufacturer or supplier strictly for the purpose of facilitating recall procedures.
10. Governing Law & Amendments to These Terms
10.1 These Terms and Conditions shall be governed by and construed in accordance with the laws of Scotland. Any disputes arising out of or in connection with these Terms will be subject to the exclusive jurisdiction of the courts of Scotland.
10.2 No delay, neglect, or forbearance on our part in enforcing any provision of these Terms of Sale will be, or be deemed to be, a waiver of, or in any way prejudice, any of our rights.
10.3 If any provision of these Terms of Sale is, for any reason, held to be unenforceable, illegal, or invalid, the unenforceable, illegal, or invalid provision will not affect the remainder of these Terms of Sale, which will continue in full force and effect.
10.4 No addition to, or modification of, any provision of these Terms of Sale will be binding on us unless made in writing and signed by our duly authorised representatives. ("Writing" includes email).
10.5 These Terms of Sale, together with our Privacy Policy, Cookie Policy, Terms and Conditions, and your order details, contain the entire agreement and understanding relating to the subject matter of your order. They supersede any earlier agreements, understandings, or arrangements (whether oral or written) relating to that subject matter, but do not supersede our Terms and Conditions of Use. You acknowledge that you are not placing your order based on any statement, representation, warranty, or other provision except those expressly contained or referred to in these Terms of Sale. Nothing in these Terms limits or excludes our liability.
10.6 Nothing in these Terms of Sale affects your statutory rights as a consumer.
10.7 We reserve the right to amend these terms and conditions at any time. Any changes will be effective from the date they are posted on this website. It is your responsibility to review these terms regularly to ensure you are aware of any updates.
11. Terms Specific to Composite Doors, uPVC, and Aluminium Panels
11.1 Product Specifications
11.1.1 All composite doors, uPVC, and aluminium panels sold on our website are manufactured according to the highest industry standards. Please ensure that you have checked the product specifications and measurements carefully before placing an order.
11.1.2 As composite doors, uPVC, and aluminium panels are customisable products, variations in colours, finishes, and fittings may occur. The product images shown on the website are for illustration purposes only and may not always accurately reflect the actual product. It is the customer’s responsibility to verify their chosen specifications before purchase.
11.1.3 It is important to note that specific measurements for composite doors, uPVC, and aluminium panels must be provided accurately by the customer. We will not be held liable for errors resulting from incorrect measurements supplied by the customer. If incorrect measurements are provided, no refund or exchange will be issued, except at our discretion.
11.2 Lead Time and Delivery
11.2.1 Composite doors, uPVC, and aluminium panels are made-to-order products, and as such, delivery times will vary. Typically, lead times for these products range between 5 to 21 days, depending on the specific product and order volume. Any lead times provided are estimates only, and we cannot guarantee delivery within these timescales.
11.2.2 As these products are custom-made, any delays caused by unforeseen circumstances will not be deemed a breach of contract. We will keep the customer informed of any changes to delivery schedules. Replacement products supplied under a warranty or fault claim may be subject to the manufacturer’s lead times.
11.2.3 Delivery of composite doors, uPVC, and aluminium panels may require specialised handling and, in some cases, additional delivery costs due to the nature and size of these items. Any such charges will be communicated to the customer before the order is finalised.
11.3 Installation and Handling
11.3.1 All composite doors, uPVC, and aluminium panels must be installed by a qualified professional. We do not provide installation services. Incorrect installation by unqualified persons can void the manufacturer’s warranty.
11.3.2 It is the customer’s responsibility to ensure that the delivered products are handled with care. Any damage caused by mishandling after delivery is not covered under warranty, and no refunds or replacements will be provided in such cases.
11.3.3 Composite doors, uPVC, and aluminium panels must be stored in dry, flat conditions before installation to avoid warping, moisture damage, or other environmental impacts. Failure to store the products properly may void any warranties.
11.4 Returns and Cancellations
11.4.1 As composite doors, uPVC, and aluminium panels are custom-made products, cancellations are NOT accepted after placing the order. Orders cannot be cancelled or refunded, except at our discretion, as manufacturing processes will have commenced.
11.4.2 Once an order has been placed, amendments to the size, design, or specifications of composite doors, uPVC, or aluminium panels cannot be made.
11.4.3 Custom-made composite doors, uPVC, and aluminium panels are non-returnable unless they are faulty or not as described. Customers are encouraged to thoroughly inspect their goods upon delivery and report any issues to us within 5 days so we can assist in raising a claim with the manufacturer. After this period, we may be unable to assist with replacement or repair claims.
11.5 Warranty and Liability
11.5.1 Composite doors, uPVC, and aluminium panels come with a manufacturer's warranty, which typically covers defects in materials and workmanship for a specified period, usually 10 years. Full warranty details will be provided with your purchase. The warranty does not cover wear and tear, accidental damage, or damage resulting from improper installation.
11.5.2 Any modifications made to composite doors, uPVC, or aluminium panels, including cutting, drilling, or altering the product in any way that deviates from the manufacturer’s instructions, will void the warranty.
11.5.3 In the case of a warranty claim, we reserve the right to review the issue and determine whether it is covered by the warranty. If valid, the manufacturer will arrange repair or replacement at no cost to the customer.
11.5.4 In the event of a delivery issue, fault, or valid warranty claim, the manufacturer will coordinate directly with the customer regarding inspection, collection, repair, or replacement. We will assist in forwarding claim details, but the manufacturer is responsible for arranging any necessary collection and delivery.
11.5.5 Our liability for any defect or fault in composite doors, uPVC, or aluminium panels is limited to the value of the product. We are not liable for any additional costs incurred by the customer, such as installation fees or delays caused by defective products.