Last Updated: September 2026
Prime Glazing UK Ltd supplies and installs predominantly bespoke, made-to-measure products manufactured specifically for individual customers and properties. These include windows, entrance doors, aluminium systems, conservatories, roof systems and other specialist glazing products.
Due to the bespoke nature of these products, cancellation and return rights may differ from those applying to standard, off-the-shelf goods.
This policy should be read alongside your individual quotation, Supply & Installation Agreement, approved specification, survey documentation and any applicable Notice of the Right to Cancel.
Nothing within this policy or our contractual documentation excludes or restricts a consumer’s statutory rights.
1. Bespoke and Made-to-Measure Products
The majority of products supplied by Prime Glazing are individually manufactured according to measurements, configurations, colours, finishes, glass specifications, hardware choices and other requirements agreed for a particular customer and property.
Where goods are made to the consumer’s specifications or are clearly personalised, the statutory cancellation right which would otherwise apply to certain distance or off-premises contracts may not apply to those goods.
Customers should therefore not assume that a bespoke order can be cancelled simply because it is within 14 days of placing the order.
Where a statutory cancellation right does apply, Prime Glazing will honour that right in accordance with applicable law.
2. Before Your Order Enters Manufacture
If you wish to cancel or change your order, you should notify Prime Glazing in writing as soon as possible.
Where the order has not entered manufacture, we will review the cancellation request against the terms of your Supply & Installation Agreement and any statutory cancellation rights applicable to the contract.
Any refund or amount payable will take account of the customer’s legal rights, the contractual position and, where legally permissible, work or services already properly undertaken at the customer’s request.
3. Production Approval
Before bespoke products are released into manufacture, customers may be asked to approve final drawings, dimensions, colours, finishes, opening configurations, glazing, hardware and other relevant specifications.
It is the customer’s responsibility to carefully review the information presented for approval and notify Prime Glazing of any discrepancies before providing approval.
Once written production approval has been provided and the order has been released into manufacture, changes may not be possible.
Any requested alteration subsequently accepted by Prime Glazing or the manufacturer may result in additional charges and revised manufacturing or installation timescales.
4. Cancellation After Manufacture Has Commenced
Once bespoke or made-to-measure products have been released into manufacture, cancellation will ordinarily not be accepted where the statutory cancellation exemption for goods made to the consumer’s specifications or clearly personalised applies.
The Customer may remain responsible for sums properly due under the Supply & Installation Agreement and for losses and costs reasonably incurred by Prime Glazing as a consequence of the cancellation, subject always to applicable consumer law and Prime Glazing’s duty to mitigate its losses where required.
Any entitlement to retain payments already made or recover further sums will be determined in accordance with the contract and applicable law.
5. Deposits and Staged Payments
Deposits and staged payments are payable in accordance with the payment schedule contained within the customer’s Supply & Installation Agreement.
Payments made towards bespoke products should not be regarded as automatically refundable simply because the customer subsequently decides not to proceed.
Where the customer has a statutory or contractual right to cancel, any refund due will be calculated and processed in accordance with that right.
Where no such cancellation right applies and Prime Glazing has incurred manufacturing, supplier, survey, design, administration or other reasonable project costs, these may be taken into account to the extent permitted by the contract and applicable law.
6. 14-Day Cancellation Rights
Certain contracts concluded at a distance or away from Prime Glazing’s business premises may carry a statutory cancellation right.
Where such a right applies, the customer will be provided with the appropriate cancellation information.
However, statutory exceptions exist, including in relation to goods made to the consumer’s specifications or clearly personalised.
The precise cancellation rights applicable to an individual project will therefore depend upon the nature of the goods and services being supplied and the circumstances in which the contract was entered into.
7. Requesting Work During a Cancellation Period
Where a statutory cancellation period applies and the customer expressly asks Prime Glazing to begin providing services during that period, Prime Glazing may commence those services in accordance with the customer’s express request.
If the customer subsequently exercises a valid statutory cancellation right, the customer may be required, where permitted by law, to pay an amount proportionate to services properly supplied before cancellation.
Any such charge will be dealt with in accordance with applicable consumer legislation.
8. Faulty, Damaged or Incorrect Products
The bespoke nature of a product does not affect a customer’s statutory rights where goods are faulty, damaged, incorrectly supplied or do not conform to the contract.
If you believe there is an issue with a product or installation, please notify Prime Glazing as soon as reasonably possible and provide sufficient information to allow us to investigate the matter.
We may arrange for the installation or product to be inspected before determining the appropriate remedy.
Depending upon the circumstances and applicable consumer rights, this may include repair, replacement, repeat performance, price reduction or, where the law provides for it, rejection and/or refund.
Prime Glazing must normally be given a reasonable opportunity to investigate and, where appropriate, provide the remedy available under applicable consumer law.
9. Returns
Because the majority of our products are bespoke and made specifically for individual properties, they cannot ordinarily be returned simply because the customer has changed their mind.
This does not affect the customer’s rights where goods are faulty, not as described, do not meet applicable statutory requirements or where another statutory right of return or rejection applies.
Customers should contact Prime Glazing before attempting to remove, return, alter or arrange third-party remedial work to products supplied by us.
10. Installation and Snagging
Minor snagging items can occasionally arise following the installation of bespoke windows, doors and associated products.
Where legitimate snagging items are identified, Prime Glazing will record, assess and rectify them within a reasonable timeframe.
The existence of a minor snagging item does not automatically mean that the entire installation is defective or that the whole contract may be cancelled.
Any payment dispute arising from outstanding work or snagging will be considered in accordance with the Supply & Installation Agreement and the customer’s statutory rights.
11. Third-Party Alterations and Repairs
If a customer believes that remedial work is required, Prime Glazing should be given a reasonable opportunity to inspect and, where appropriate, rectify the issue.
Customers are advised not to instruct another contractor to alter, dismantle or repair products supplied or installed by Prime Glazing before giving us a reasonable opportunity to assess the issue, except where urgent action is reasonably necessary to prevent damage, protect safety or where the law otherwise permits.
Unauthorised third-party alterations may affect applicable contractual or manufacturer warranties where the alteration contributes to the defect or prevents proper assessment or repair. This does not affect statutory consumer rights.
12. Manufacturing and Installation Delays
Manufacturing and installation dates provided by Prime Glazing are estimates unless expressly agreed in writing as fixed contractual deadlines.
Lead times can occasionally be affected by circumstances outside our reasonable control, including manufacturer delays, material shortages, adverse weather, transport disruption or other events affecting the supply chain or safe installation.
Where delays occur, the rights and obligations of Prime Glazing and the Customer will be determined in accordance with the Supply & Installation Agreement and applicable consumer law.
A delay does not automatically entitle a customer to cancel where Prime Glazing remains entitled to perform the contract.
13. Refunds
Where Prime Glazing agrees, or is legally required, to provide a refund, it will be processed within the timeframe required by applicable law.
Where legislation requires reimbursement using the customer’s original payment method, Prime Glazing will do so unless the customer expressly agrees otherwise.
Prime Glazing will not impose a refund fee where doing so would be prohibited by law.
14. Guarantees and Warranties
Products and installations may benefit from:
- Prime Glazing workmanship or installation guarantees;
- Manufacturer warranties;
- Insurance Backed Guarantees; and
- FENSA certification where applicable.
The precise guarantees applicable to each installation will depend upon the products and services purchased.
Guarantees and manufacturer warranties are additional to the customer’s statutory rights and do not replace or restrict those rights.
15. Contractual Terms
Every installation is governed by the Supply & Installation Agreement and associated documentation accepted by the customer.
Where there is any inconsistency between this general website policy and the specific terms agreed for an individual project, the contractual documentation will apply to the extent that those terms are lawful and enforceable.
Nothing within Prime Glazing’s terms, this website policy or any guarantee is intended to exclude or restrict rights that cannot legally be excluded or restricted.
16. How to Cancel or Raise a Concern
Cancellation requests, complaints, refund requests and notifications of alleged defects should be made in writing wherever possible so that we can maintain an accurate record.
Please contact:
Prime Glazing UK Ltd
Email: tom@primeglazing.co.uk
Telephone: 01244 637576
Please provide your full name, installation address, contract or quotation reference where available, and sufficient information regarding your request.
17. Statutory Rights
Nothing within this policy affects your statutory rights.
Prime Glazing operates in accordance with applicable UK consumer legislation, including the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where any provision of this policy or our contractual documentation conflicts with a statutory consumer right that cannot legally be excluded or restricted, that statutory right will take precedence.