Terms & conditions

1. Your contract with us

These terms apply to consumer orders with Spectrum Glazing Limited, trading as Spectrum Glazing, for the goods and work described in your accepted quotation and order documents. A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. Business and trade orders require separately agreed business terms.

We are registered in England and Wales under company number 10914582. Our registered office and correspondence address is 18 High Street, Brightlingsea, Colchester, Essex CO7 0AE. Contact sales@spectrumglazing.co.uk or 01206 258056.

Your contract includes the agreed specification, drawings, price, payment schedule, these terms as supplied before acceptance, and any agreed changes. We will confirm your order in writing. Information and promises about our goods or services that the law makes binding remain part of the contract. A specific agreed term takes priority over a general term, subject always to your statutory rights.

This version is dated 11 November 2026. It applies where provided and agreed as part of a new contract; publishing it does not change an existing contract. Keep the version supplied with your order. We will provide your contract and applicable cancellation information in a form you can retain, such as email or paper.

2. Survey, specification and approvals

Please check the order details, opening directions, colours, finishes, glazing, hardware and drawings, and tell us promptly about any discrepancy. Computer visualisations are illustrative; the agreed written specification and approved drawings define the work. Samples illustrate appearance, subject to reasonable manufacturing variation and the agreed specification.

Orders requiring a technical survey are subject to satisfactory survey findings. Our survey covers the proposed installation and accessible relevant areas; it is not a full structural survey unless expressly included. This does not reduce our responsibility to use reasonable care and skill or to identify issues that a competent installer should identify.

We will explain any necessary design, specification or price changes and obtain your agreement before manufacture or affected work proceeds. We will not substitute materially different products without agreement. If the survey shows that we cannot safely or lawfully carry out the agreed work and no suitable alternative is agreed, we will explain why and refund payments for goods or services not supplied. A separately agreed survey fee is payable only where it was clearly disclosed and lawfully earned.

3. Price, variations and additional work

The contract price and payment stages are those in your accepted order. Consumer prices include VAT and unavoidable charges. Where a charge cannot reasonably be calculated in advance, we will explain how it is calculated before you commit. Optional extras, access equipment and approval costs will be identified before commitment. We will not add an automatic supplier surcharge to an accepted fixed price.

Changes requested by either party must be agreed, including the scope, price and likely effect on timing. Email is acceptable. Our installers cannot commit you to extra paid work without your agreement.

Hidden defects such as inadequate lintels, defective supporting structures, concealed services or suspected asbestos may require additional investigation or work. We will explain the issue, make the affected area safe where reasonably necessary, and seek agreement to the additional scope and price before proceeding. You are not responsible for costs caused by our breach or by matters we should reasonably have identified and allowed for.

Unless included in your order, moving alarms, curtains, blinds, cables or pipes, extensive plastering, tiling, decoration and upgrades to existing structures are outside the price. Your quotation should identify the making good included. We remain responsible for damage caused by our failure to take reasonable care.

4. Payments, completion and overdue sums

Please pay the deposit, stage payments and balance on the dates or milestones stated in your agreed payment schedule. A stage payment is due only when its agreed milestone has been reached. We will identify the work completed and any outstanding items. Finance arrangements are governed by the agreed lender documents; we do not require you to confirm work is complete when it is not.

Tell us promptly if you dispute an invoice and explain the reasons. Pay undisputed amounts when due. Nothing prevents you from withholding an amount you are legally entitled to withhold, asserting a valid claim or set-off, or using statutory remedies. Minor snagging does not automatically justify withholding the whole contract balance; any retention should be proportionate to the issue and your legal entitlement.

Normal drying or curing of properly completed plaster, concrete or finishes does not by itself defer an otherwise due payment. Where further contracted work must wait for drying, that work and its payment stage remain outstanding until the agreed milestone is achieved.

If an undisputed payment is overdue, we may give written notice identifying the sum and allowing at least 14 days to pay before reasonably suspending further deliveries or work. We will consider any genuine dispute and leave work safe. Any resulting rescheduling or reasonable direct additional costs will be explained and evidenced, with avoidable costs reduced.

We may pursue unpaid sums through lawful debt recovery or court proceedings. Interest and recovery costs are payable only where lawfully recoverable or awarded by a court. We do not impose the statutory business-to-business late-payment charges on consumer contracts. Late payment does not remove your statutory rights or automatically invalidate your guarantee.

5. Ownership of goods and responsibility for loss

To the extent permitted by law, all goods supplied by us under your contract remain the property of Spectrum Glazing Limited until we have received the full contract price, including agreed variations and VAT, in cleared funds. Part payments do not, by themselves, transfer ownership of individual goods. This clause relates only to that contract and does not secure unrelated debts.

Until ownership passes, please take reasonable care of goods in your possession and do not sell or pledge uninstalled goods belonging to us. This does not prevent installation authorised under the contract.

Retention of title is subject to the law on fixtures: once goods become part of a building or land, our ownership rights may cease. This clause gives us no automatic right to enter your property or remove installed windows, doors, roofs or other fixtures. Recovery of any goods requires your lawful consent or appropriate legal authority, with credit given for payments and recovered value so that there is no double recovery.

Risk and ownership are different. Goods remain at our risk until delivered into your physical possession, or that of a person you nominate, except where the law provides otherwise for a carrier you independently commission. We remain responsible for damage caused by our installers and for goods or work that do not meet the contract or statutory requirements.

6. Access, preparation and site safety

Please provide agreed, safe access for survey, delivery and installation; clear the work area; protect or move valuables; keep children and pets away from working areas; and tell us about known hazards, hidden services and restrictions. Any required use of electricity, water, parking or storage will be agreed.

We will take reasonable precautions to protect your property and keep the site safe. If access is unavailable or work is unsafe, we may pause the affected work and explain what is needed to continue. Where a delay is your responsibility, we may recover reasonable, evidenced additional costs that could not reasonably be avoided, such as a wasted booked visit or necessary storage, after explaining them to you. No automatic penalty applies.

If a serious access problem continues, we will normally give at least 14 days’ written notice to put it right before considering termination. Any financial settlement will reflect work properly supplied, actual recoverable losses and savings, rather than automatically charging the remaining contract balance.

7. Permissions and Building Regulations

Before work starts, our order documents will identify who obtains and pays for planning permission, Building Regulations approval, structural design, landlord or freeholder consent, party wall arrangements and any other required permissions. Please tell us if the property is listed, in a conservation area, leasehold or subject to restrictions.

Where our contract includes obtaining an approval or arranging certification, we will do so. You must obtain permissions expressly allocated to you and supply evidence when needed. We will not knowingly proceed with work that requires an outstanding approval.

We remain responsible for compliance applicable to our work and for required notifications or certification within our agreed scope. CERTASS certification applies only to eligible work; extensions and other building work may require a different Building Control route. No clause transfers our statutory responsibilities to you.

8. Delivery, installation and delays

We will agree a delivery or installation period and explain whether a date is an estimate or a firm commitment. Tell us before ordering if a particular completion date is essential. Where no time is agreed, the applicable statutory rules on delivery and reasonable time apply.

Work may involve separate trades, inspections and drying periods and may not be continuous. We will keep you informed of significant changes. If an event outside our reasonable control delays work, we will notify you promptly, explain the effect and take reasonable steps to reduce the delay.

This is not a blanket exclusion of liability for delays. If we miss a legally binding essential deadline, fail to deliver or complete within the applicable time, or a prolonged delay gives you a legal right to end the contract, you retain that right and any refund or other remedy available by law.

9. Cancellation and made-to-measure orders

Your cancellation rights depend on what you buy and how the contract is made. We will explain the applicable position before you commit. Merely describing a product as “bespoke” does not remove a statutory right to cancel.

For qualifying distance or off-premises service contracts, the cooling-off period normally ends 14 days after the day the contract is made. For qualifying sales contracts, including goods supplied with installation, it normally ends 14 days after the day you or your nominated recipient receives the goods; for a single order delivered separately, this is normally the last item. You can also cancel before delivery. Statutory extensions apply if required cancellation information has not been supplied.

The statutory change-of-mind cancellation right does not apply to goods genuinely made to your specifications or clearly personalised, including qualifying made-to-measure windows and doors. Standard goods do not become exempt merely because they are ordered for you. We will assess the actual contract, including any separate services, and explain any applicable exception. Faulty-goods and other statutory rights remain unaffected.

There is generally no automatic statutory change-of-mind cooling-off right for a contract made on our premises. An earlier home visit followed by acceptance later is not, by itself, a sufficient basis for us to deny cancellation rights: the actual circumstances and legal classification matter. Certain new-building contracts have different rules; ordinary renovation work is not automatically exempt.

Where a cancellation right applies and you want services to start during that period, we will obtain your express request (on a durable medium for an off-premises contract) and provide the required information. If you then cancel, we may charge only the lawful proportionate amount for services supplied up to cancellation. A service-contract cancellation right is lost on full performance only if the required express request and acknowledgement were given. Completing installation does not by itself extinguish a separate right to cancel non-exempt goods.

To exercise an applicable right, send a clear statement to sales@spectrumglazing.co.uk or Spectrum Glazing Limited, 18 High Street, Brightlingsea, Colchester, Essex CO7 0AE. You can also call 01206 258056. Using the model notice below is optional. You do not have to use recorded delivery or a particular form. Sending your notice before the deadline is sufficient.

Where you lawfully cancel within a cooling-off period, we will refund the amounts required by law, including standard delivery charges where applicable, using the original payment method unless otherwise agreed, without a refund fee. Refunds are normally due within 14 days of notice; for goods, where legally permitted, we may wait until their return or evidence of return. Goods must normally be returned within 14 days of cancellation.

Any responsibility for direct return costs, including an estimate for bulky goods, must have been disclosed before the contract; otherwise we bear those costs. Where the law requires us to collect off-premises goods, we will do so at our expense. Only legally permitted deductions, such as diminished value from excessive handling, may apply.

Outside a statutory cancellation right, contact us as soon as possible if you wish to cancel. We will seek to minimise losses and provide an itemised calculation of reasonable, legally recoverable losses directly resulting from your cancellation, allowing for saved costs, supplier refunds and resale. Bespoke goods already committed to manufacture may create substantial losses.

Deposits are not automatically non-refundable, we will not recover the same loss twice, and any balance of your payment will be returned. No charge applies for exercising a legal cancellation or termination right because of our breach.

10. Optional model cancellation notice

Complete and send this only if you wish to cancel a contract to which a cancellation right applies.

To: Spectrum Glazing Limited, 18 High Street, Brightlingsea, Colchester, Essex CO7 0AE; sales@spectrumglazing.co.uk.

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods / for the supply of the following service: [details]. Ordered on / received on: [date]. Name of consumer(s): [name]. Address of consumer(s): [address]. Signature of consumer(s) (only if this notice is on paper): [signature]. Date: [date]. Delete as appropriate. You may add your order reference to help us locate the contract.

11. Product appearance, care and condensation

Goods must meet the agreed specification and applicable legal standards. We will assess reported scratches, visual defects, colour differences or distortion against the product specification, relevant current technical guidance and your statutory rights. There is no blanket rule that every mark invisible from two metres is acceptable.

Some optical effects, external condensation and variation between materials can occur without a product defect. Condensation on room-facing glass is influenced by humidity, heating and ventilation; replacement glazing alone does not guarantee its elimination. Condensation between sealed panes may indicate unit failure and should be reported.

Follow the product-specific cleaning, lubrication, ventilation and care instructions supplied. Allow new building materials to dry with appropriate ventilation and heating, and protect unfinished timber as advised. Damage demonstrably caused by misuse, accidental damage, unsuitable cleaning or unrelated third-party work may fall outside a voluntary guarantee. These exclusions do not cover our defective goods, poor installation or failure to give suitable instructions.

12. Guarantees and insurance-backed cover

Your statutory rights are separate from, and are not limited by, any guarantee. A guarantee expiry date does not decide whether goods were sufficiently durable or whether you have a legal claim against us. You may contact us directly about goods we supplied; a manufacturer’s warranty does not replace our responsibilities.

Unless a different product-specific guarantee is clearly agreed before your order, the published guarantee periods are: uPVC frames against warping, cracking and discolouration — 10 years; sealed glass units against failure evidenced by condensation between the panes — 5 years; window and door hardware — 1 year; self-cleaning conservatory roof glass — 5 years; integral blinds — 5 years. The applicable guarantee documents explain the covered component, start date, remedies and any manufacturer conditions. Longer guarantees expressly promised for your order remain binding.

Retrofitting direct-fix blinds: You must obtain prior written permission from Spectrum Glazing Ltd before retrofitting any direct-fix blind system to roof, window or door systems supplied or installed by us. Please provide details of the proposed blinds, their weight and fixing method so that compatibility and any manufacturer requirements can be checked. Some blind systems add height or thickness, increase the weight and load on hinges, rollers and other hardware, or contribute to heat build-up around the glazing.

These changes may affect operation and the applicable manufacturer’s guarantee. Any effect on guarantee cover is subject to the relevant manufacturer’s terms and the connection between the alteration and the defect or damage claimed. Fitting blinds without permission does not automatically remove cover for unrelated defects, and your statutory consumer rights remain unaffected.

Please report a problem promptly, with your order reference and photographs where possible, and allow reasonable access to inspect and put it right. A report made more than 14 days after discovery does not automatically invalidate your rights. Damage caused by an unrelated third party does not invalidate cover for an unrelated defect. Our transferable installation guarantee may pass to a subsequent property owner; manufacturer warranties and insurance transfers remain subject to their own terms.

We arrange insurance-backed protection for qualifying installations as specified in your order and policy documents. Any QANW deposit protection or insurance-backed guarantee is subject to the actual policy, including eligibility, registration, insured events, limits and exclusions. It is not unlimited insurance for every payment or every problem and does not replace our own obligations. Ask us for your cover documents if they have not arrived.

13. If goods or work are faulty

Goods must be of satisfactory quality, fit for an agreed purpose and as described. Services must be performed with reasonable care and skill. Depending on the circumstances, the Consumer Rights Act 2015 provides rights to reject goods, repair or replacement, repeat performance, a price reduction and other remedies.

The short-term right to reject faulty goods normally lasts 30 days, with the start and any pause determined by law. Installed goods are not automatically excluded. Where the only breach is incorrect installation under section 15, the statutory remedy sequence differs: repair or replacement and then, where the conditions are met, price reduction or final rejection.

For the statutory repair, replacement, price-reduction and final-rejection remedies, a fault appearing within six months is generally presumed to have existed at delivery unless we show otherwise or that presumption is incompatible with the goods or fault. Different evidential rules can apply to short-term rejection and later claims. This summary does not restrict any remedy or require you to prove more than the law requires.

Please give us a reasonable opportunity to inspect and provide the applicable remedy, without restricting any immediate right to reject or urgent action needed to prevent harm. Signing a completion or satisfaction note does not waive rights relating to hidden defects or other statutory claims.

14. Responsibility and limits of liability

We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. We are not responsible for losses that were not reasonably foreseeable when the contract was made, or for damage we did not cause, subject to your legal rights.

These consumer terms concern domestic use. We do not accept liability for business losses such as lost business profits or business interruption under a domestic consumer order, to the extent the law permits. Any business use or special requirement should be disclosed before contracting.

Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability or consumer right that cannot lawfully be excluded. We remain responsible for subcontractors carrying out our contractual work.

15. Complaints and resolving disagreements

Please contact aftercare@spectrumglazing.co.uk, call 01206 258056 or write to our registered office, giving your order reference, the issue and the outcome you seek. We will investigate, arrange an inspection where appropriate and explain our response and proposed next steps.

If we cannot resolve your complaint, we will provide details of an appropriate accredited alternative dispute resolution provider and explain whether we are required or willing to participate. Any applicable trade-scheme complaint process will also be explained. For eligible registered replacement window or door installations, CERTASS can consider Building Regulations compliance concerns after our complaints process has been exhausted; it does not decide general financial disputes or award refunds.

You retain the right to seek independent advice, use applicable card or finance-provider remedies and bring court proceedings. These terms are governed by the law of England and Wales, without depriving consumers elsewhere of mandatory local protections or the right to use a court available to them by law.

16. Personal information and general terms

We use contact details, survey information and relevant site photographs to quote, perform and administer your contract, arrange required certification and cover, and deal with service or legal issues in accordance with applicable data protection law. Contact us for information about the handling of your project records. Any marketing use of identifiable project photographs is handled separately and requires an appropriate lawful basis.

If a provision is found unlawful or unenforceable, the remaining provisions continue so far as legally possible. A delay in enforcing a right does not automatically waive it. We will not change the agreed terms of an existing contract simply by updating this website.