Effective Date: 01-10-2025

Terms of Business

Company Registration: 15523120 (England & Wales)
VAT Number: 502 1750 39
Registered Office: 8 Maryatt Avenue, Harrow, HA2 0SS
Email: info@expertglazinglondon.co.uk
 Website: www.expertglazinglondon.co.uk

1) Who we are and how these terms work

1.1 These Terms of Business (“Terms”) apply to every quotation, order, and supply of goods or services by Expert Glazing London Ltd (“Expert Glazing London”, “we”, “us”, “our”) to any customer (“you”, “your”).
1.2 By placing an order, you confirm that you are over 18 years old and agree to be bound by these Terms.
1.3 Some provisions apply differently depending on whether you are a consumer or a business. You are a consumer if you are an individual buying wholly or mainly for personal use and not for your trade, business, craft or profession.
1.4 If you are a business customer, these Terms constitute the entire agreement between us. You acknowledge that you have not relied on any statement or representation that is not set out in these Terms.

2) Contacting each other

2.1 You can contact us by email at info@expertglazinglondon.co.uk .

2.2 If we need to contact you, we will do so by email or post using the details you provide with your order.
2.3 “Writing” includes email.

3) How the contract is formed

3.1 Our quotations are usually valid for 30 days unless stated otherwise.
3.2 Your order is an offer to buy. A binding contract is formed when we confirm acceptance in writing or when we receive the full payment/deposit stated in the quotation and commence work—whichever occurs first. Please check your pro-forma/invoice carefully before paying.
3.3 If we cannot accept your order (for example due to lack of stock, machine failure, pricing/description error, inability to deliver to your address, or capacity constraints) we will inform you and refund any sums paid.
3.4 We primarily supply within the UK mainland. If delivery to your address is not possible, we will notify you and refund any payment taken.

4) Products, measurements and suitability

4.1 Images and descriptions on our website or in materials are for illustration. Colours and finishes may vary due to screen settings and manufacturing processes.
4.2 Technical specifications are provided for guidance. Unless we expressly agree otherwise, all sizes and dimensions are subject to a manufacturing tolerance of ±4mm.
4.3 We can advise on product options, but you (or your appointed professional) are responsible for ensuring the product meets your project’s requirements, building regulations and any other standards. Obtain approvals (e.g., building control) before ordering bespoke items.
4.4 If you provide measurements, you are responsible for their accuracy. Bespoke items cannot be changed once production starts.
4.5 Fixings and building materials are not included unless clearly stated. You must ensure any fixings or ancillary materials used are compatible and suitable.
4.6 You are responsible for ensuring suitable access, lifting capability, weights handling, and any site requirements. Do not schedule installers until goods have arrived and been checked. We are not liable for labour/plant costs due to delivery delays.
4.7 Our suppliers may update product specifications. Where needed, we may substitute components of at least equivalent quality and performance. If a material is unavailable, we’ll discuss options with you.

5) Warranties (third-party) and spontaneous breakage

5.1 We are a supplier, not a manufacturer. Any product warranties originate from our manufacturers/suppliers and are subject to their terms. We will help you submit a claim, but we are not liable under those third-party warranties.
5.2 To make a warranty claim, you must notify us in writing with: your order/delivery reference, a description of the issue, and clear photographs—within the warranty period and in any case promptly upon discovery.
5.3 Warranties usually require goods to have been stored, handled, installed and maintained per industry standards (e.g., relevant BS/EN standards, GGF guidance) and supplier instructions. Misuse, improper installation, alteration, neglect, impact, chemical incompatibility, or fair wear and tear will invalidate cover.
5.4 If an inspection is required and the manufacturer ultimately rejects the claim (e.g., goods are within tolerance or not defective), you may be charged a reasonable inspection/collection fee.
5.5 Spontaneous breakage: Toughened glass can very rarely fail without apparent cause (e.g., nickel sulphide inclusions). Heat soak testing can reduce but cannot eliminate this risk. Expert Glazing London accepts no liability for spontaneous breakage of toughened or heat-soaked glass unless expressly agreed in writing.

6) Changes

6.1 Your requests: If you wish to change your order, contact us immediately. We will confirm if changes are possible and advise on any price, lead-time or technical impacts. Bespoke items already in production cannot usually be amended.
6.2 Our changes: We may make minor technical changes (e.g., to comply with law/standards or improve performance) that do not affect normal use. For any material changes, we will notify you—if you do not accept them, you may cancel and receive a refund for undelivered items.

7) Delivery and collection

7.1 Delivery charges are stated in your quotation/order. Please provide the full delivery address, accurate postcode, and a daytime contact.
7.2 After processing your order, we’ll advise an estimated delivery window. Typical lead times are 3–20 working days for standard/bespoke glass, but bespoke/peak/seasonal periods may be longer. Dates are estimates, not guaranteed.
7.3 If access is restricted (narrow roads, weight limits, stairs, etc.) tell us in advance.
7.4 Delivery is kerbside. You are responsible for unloading and must have adequate personnel and equipment on site. Our drivers are not permitted to assist with manual handling. Risk of damage passes on delivery to your address or to your carrier at collection.
7.5 If you need to rearrange delivery, please give at least 72 hours’ notice. Less notice may incur a re-delivery fee. If no one is available to take delivery, re-delivery/storage charges may apply.
7.6 Stillage/returnable frames: Where applicable, stillages must be made available for collection within 2 weeks of delivery. Failure to return may incur a reasonable replacement charge.
7.7 You own the goods once we receive full cleared payment.

8) Services (if we install or carry out site works)

8.1 Start dates and estimated completion dates will be agreed in writing.
8.2 If we cannot perform services due to issues within your control—e.g., incorrect measurements, unsafe conditions, inadequate access/parking/power/lighting, unsuitable substrates, or lack of site access—we may:

  • leave goods on site (at your risk) and retain up to 50% of the day’s labour/attendance; and

  • charge for any additional visits required; and/or

  • charge reasonable storage where returning goods is necessary.
    8.3 We may take site photos before/after for quality and records. Tell us if you object.

9) Your rights to cancel/end the contract

9.1 Your rights depend on what you purchased, whether you are a consumer or a business, and the reason for cancellation.
9.2 You may end the contract and receive a refund for products not provided if:

  • we propose a material change you do not accept;

  • we made a clear pricing/description error and you do not wish to proceed; or

  • you have another legal right to end the contract.
    9.3 Consumer “cooling-off” (distance sales): You generally have 14 days to change your mind about non-bespoke goods and certain services (see below). You must pay return costs and keep goods in resalable condition.
    9.4 Cooling-off does not apply to:

  • services already completed with your prior consent;

  • goods that are inseparably mixed with other items after delivery;

  • bespoke/made-to-measure products (most glass we supply).
    9.5 For services, consumers may cancel within 14 days of acceptance unless you requested an earlier start. If you cancel after work begins, you must pay for work performed up to cancellation.
    9.6 If you cancel where we are not at fault and no cooling-off right applies, we may deduct reasonable costs and losses incurred up to the date of cancellation.

10) How to cancel/return

10.1 To cancel, email info@expertglazinglondon.co.uk with your order number and request.
10.2 If products have been dispatched and you are entitled/required to return them, return to the UK address we provide, or request a collection (collection charged at our actual glass courier rate unless the goods are faulty/misdescribed).
10.3 Refunds will be made to your original payment method. We may deduct:

  • any reduction in value caused by handling beyond what would be permitted in a workshop/showroom;

  • the difference between your chosen delivery and the least expensive delivery option we offer;

  • charges for services already supplied (pro-rated).

11) Problems with products

11.1 Inspect goods on arrival and report any visible damage/shortage within 24–48 hours (state your order reference and include clear photos).
11.2 If you are a consumer, your statutory rights under the Consumer Rights Act 2015 apply. Where goods are faulty, we will arrange repair, replacement or refund as appropriate and cover reasonable return/collection costs.
11.3 If you are a business:

  • You must note damage/defects on the delivery note where possible and notify us in writing within 24 hours of delivery, give us a reasonable opportunity to inspect, and return the item at our cost if agreed.

  • Our obligation is, at our option, to repair, replace, or refund the price of the defective goods. Do not reject an entire consignment if some items are conforming—re-delivery costs for sound items may be charged.

  • We are not liable where defects arise from misuse, non-compliance with instructions, fair wear and tear, your specifications/drawings, alteration/repair without consent, or abnormal conditions.

12) Prices and payment

12.1 Prices are in GBP and exclude VAT unless stated. If VAT rates change, we will adjust the charge unless you have already paid in full.
12.2 We use reasonable care to ensure pricing accuracy. If a clear pricing error occurs, we may cancel and refund.
12.3 Accepted payment methods are shown on your invoice/checkout (e.g., bank transfer, card, approved payment processor).
12.4 Goods: payment is due before manufacture/dispatch (or as agreed in writing).
12.5 Services: deposits and staged payments may apply as set out in the order; final balances are due on completion or as invoiced. Invoices are payable within 2 working days unless otherwise agreed.
12.6 Late payments may incur interest at 4% per annum over Bank of England base rate, accruing daily until paid. For business customers, payment must be made without set-off.

13) Our liability

Consumers
13.1 We are responsible for foreseeable loss or damage caused by our breach or lack of reasonable care and skill. We do not exclude liability where it would be unlawful to do so (including death/personal injury caused by negligence; fraud; or your statutory rights).
13.2 If we provide services at your property, we’ll make good damage caused by us. We are not responsible for pre-existing defects or for issues arising from your installer’s work.

Businesses
13.3 We do not limit liability for death/personal injury caused by negligence, fraud, or title.
13.4 Except as expressly stated, all terms implied by statute are excluded to the fullest extent permitted by law.
13.5 Subject to 13.3, we are not liable for loss of profit, revenue, business, contracts, data, or any indirect or consequential loss. Our aggregate liability is limited to the price paid for the goods/services in question.

14) Intellectual property

14.1 All designs, drawings, images, text and materials we supply remain our intellectual property unless agreed otherwise. You must not reproduce or use them for any other purpose without our written permission.
14.2 If you provide images of completed projects, you retain copyright but grant us a non-exclusive, royalty-free, worldwide licence to use them in our marketing (unless you withdraw consent in writing).

15) Data protection

15.1 We will use your personal information in accordance with our Privacy Policy (see our website footer).

16) Assignment, third-party rights, severability, waiver

16.1 We may transfer our rights/obligations to another organisation; we will notify you if we do.
16.2 You may transfer your rights only with our written consent (consumers may transfer warranty claim rights to a new owner of the product, subject to proof of ownership and the manufacturer’s terms).
16.3 No third party has rights to enforce these Terms.
16.4 Each clause operates separately. If any clause is unlawful, the rest remain in force.
16.5 Delay in enforcing these Terms is not a waiver.

17) Force majeure

17.1 Neither party is liable for delay or failure due to events beyond reasonable control (e.g., acts of God, war, terrorism, epidemic, governmental action, strikes, transport failures, extreme weather, supplier shortages). If the event lasts more than 30 days, either party may terminate on 14 days’ notice.

18) Governing law and jurisdiction

18.1 These Terms are governed by the laws of England and Wales.
18.2 Consumers may bring proceedings in their local UK jurisdiction.
18.3 For business customers, the courts of England and Wales have exclusive jurisdiction.

Schedule — Warranty Guidance (Summary)

(This Schedule is provided for information only. Any warranty is provided by the original manufacturer/supplier and subject to their detailed terms. Your statutory rights are unaffected.)

A) Insulating Glass Units (IGUs) / Stepped IGUs / Flat Rooflight IGUs

  • Typical cover: visual obstruction due to internal condensation or (where applicable) degradation of certain coatings within the sealed cavity, within the stated period of the manufacturer.

  • Conditions: handling, storage, glazing and maintenance must follow relevant British Standards (e.g., BS 8000-7), GGF guidance, and the manufacturer’s data sheets (including compatible sealants/setting blocks).

  • Exclusions: external damage, frame distortion, building movement, chemical incompatibility, non-approved surface films/coatings, high-altitude use without specification, or installation outside recommendations.

  • Inspection: assessment typically follows GGF document 4.10 Visual Quality (viewed at prescribed distances/lighting). Units within tolerance are not defective.

  • Remedy: at the manufacturer’s option, supply of a replacement IGU or reimbursement of reasonable replacement cost of the IGU only (not re-glazing, access, or decoration). Replacement units inherit the original warranty expiry.

B) Toughened Safety Glass / Laminated Toughened Glass

  • Manufactured to applicable standards (e.g., BS EN 12150, BS EN 14449).

  • Unless expressly stated, no additional product warranty beyond statutory rights.

  • Spontaneous breakage risk (e.g., NiS) is inherent; heat soak can reduce but not eliminate risk.

C) Back-Painted Glass

  • Unless expressly stated, no additional warranty beyond statutory rights. Colour/finish variance and edge conditions must be accepted within industry tolerances.

D) Hardware and Fixings (e.g., channels, clamps, hinges, handles, locks, standoffs)

  • Any manufacturer warranty applies to the hardware item only (where provided).

  • Exclusions typically include cosmetic wear, surface tea-staining on stainless steel, anodised finish patina, misuse, non-compliant installation/maintenance, chemical exposure, or using unfinished/uncoated items in corrosive environments.

E) Posi-style/frameless base channels (where supplied)

  • Where a third-party warranty exists (often 12 months), defects in materials or manufacture may be repaired or parts replaced by the manufacturer subject to inspection.

  • The warranty usually excludes routine cleaning, cosmetic wear, corrosion from harsh environments, misuse, alteration, and any works not carried out to the manufacturer’s installation/maintenance guides.

  • Replacement components are current-spec at the time of replacement and covered only to the end of the original warranty term.

Warranty process

  • Notify info@expertglazinglondon.co.uk as soon as possible (and at least 2 weeks before expiry of any manufacturer warranty). Provide your order/delivery reference, description of the issue and clear photos. We will liaise with the supplier/manufacturer. Decisions are the manufacturer’s sole discretion. Inspection/collection fees may apply to unsuccessful claims.

Quick consumer summary (optional for your checkout page)

  • Most of our products are bespoke and therefore non-returnable unless faulty or not as described.

  • Report delivery damage/shortages within 24–48 hours with photos.

  • Non-bespoke accessories can be returned within 14 days (unused, in original packaging); you pay return costs unless faulty.

  • Delivery is kerbside; you must arrange unloading.

  • Full Terms of Business apply.