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Terms & Conditions

  1. This document is intended to contain all the terms upon which the Purchaser agrees to purchase the goods described overleaf from the Company. Any additional term, condition or verbal request to make any changes to this contract must be written on the contract and be signed by the Purchaser and the Company’s Representative.
  2. The Purchaser shall grant the Company’s Representatives unrestricted access to the premises at all reasonable times for the purpose of taking measurements, of carrying out the works forming the subject of the contract and for any subsequent remedial work if required. In some cases, the Company may need to site skips, ladders, scaffolds or vehicles on the premises to complete its contractual obligations. The Purchaser agrees at no cost to the Company to provide such electricity, gas or water to enable the Company to complete the installation and, if necessary, any remedial works. In event of access being required to neighbouring land, it is the Purchaser’s responsibility to ensure that access is granted. The Company shall not be held liable for any delays arising out of the Purchaser’s inability to gain such access.
  3. The Purchaser is advised that goods ordered under contract are made to the customer’s own specifications and therefore there is no right to cancel this order under the provision of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 – Prime Glazing UK Ltd provides all customers with a voluntary cancellation period (“cooling off period”) of 7 days following the date of order is placed (see Note 23).
  4. As soon as practicable and in any event within 14 days of the date of this Agreement the Company will arrange an appointment for detailed measurements of the proposed works to be taken by a representative of the Company (“The Survey”) so that the Company may satisfy itself of:
(a) The technical feasibility and viability of the works.(b) Compliance with applicable legal requirements(c) The appropriateness of the price specified overleaf after assessing (a) and (b) above.The Survey will be carried out at the earliest opportunity and not later than 21 days after the date of the Agreement.The time limits provided in this clause are subject to access being provided by the Customer in accordance with clause 2 of the Agreement.
  1. The Company agrees to supply the goods and services at the price specified in the Agreement subject to the Surveyor’s approval of the feasibility of the works and correctness of the price. In the event of any modification to the works or price being required due to survey, within 28 days of the survey the Company shall either cancel the Contract or send the Purchaser a written notice explaining the reason for any modification required to the works or price. For example, the reason may be due to additional building work such as new lintels, legal requirements or the discovery of asbestos related materials within the vicinity which were not identified at the time of the original viewing of the property.
If the Purchaser does not accept the proposed modifications and variations to the contract price within 14 days of their notification, the contract shall be cancelled.Thereafter the Company reserves the right to cancel the Contract only in the event of unsatisfactory credit reference(s) being obtained of the Purchaser or in accordance with clause 7.
  1. If the Contract is cancelled in accordance with clauses 3 or 5 of the Agreement any deposit paid shall be refunded to the Purchaser in full within 21 days of cancellation.
  2. The deposit will be held against any charges arising under clauses 8 or 9 where they apply, or in partial settlement against the balance payable on completion of the Contract under Clause 18.
  3. (a) The Company will, unless otherwise agreed in writing, make any application for Planning Permission on behalf of the Purchaser. The cost of securing planning will be the responsibility of the Purchaser.
(b) It is the Purchaser’s responsibility to inform the Company by completing the boxes provided on the Survey Form which will be produced at the time of Survey whether the premises are a listed building or within a conservation area as defined by Statute, in which case the Company will make the necessary application on behalf of the Purchaser.(c) Should any Approval:(i) Prove to be obtainable only by revision of the works specified overleaf the Company will quote a revised price to the Purchaser. In the event that this is not accepted by the Purchaser within 7 days of the quotation the Company will be at liberty to cancel the Contract by written notice to the Purchaser; or(ii) Not be forthcoming the Company will likewise be at liberty to cancel the Contract.(d) Provided that if the Purchaser fails to inform the Company that the premises are a listed building or within a conservation area the Company shall be entitled to assume without any further enquiry that either they are not or that that the Purchaser has obtained any relevant Consent or Approvals to the carrying out of the works and shall be under no liability whatsoever in the event of any enforcement or other action by the local Authority or any other person or body.
  1. If the Contract is cancelled in accordance with clause 8 the company will refund such money as appropriate having considered the goods and services provided; including planning applications.
  2. If the Purchaser cancels the contract otherwise than in accordance with these terms and conditions, the Company reserves the right to charge the following, which represent the losses and expenses incurred by the Company prior to cancellation:
(a) Up to 25% of the total contract price where the Purchaser cancels prior to commencement of the Survey;(b) Up to 30% of the total contract price where the Purchaser cancels after commencement of the Survey but prior to commencement of manufacture;(c) Up to 80% of the total contract price where the Purchaser cancels after commencement of manufacture but prior to commencement of the Installation.
  1. Representative and Showroom samples and photographs are used to demonstrate a typical unit and its composition. No guarantee is given that the units supplied will conform exactly to any samples shown at the time of sale. Measurements made by the Company’s Sales representatives are approximate and used only for the purposes of calculating the price specified overleaf. The Company reserves the right to make minor non-aesthetic alterations to the specification of the products described overleaf.
  2. Unless otherwise agreed in writing the Company will not undertake the relocation of any gas, electrical, wiring, plumbing or telephone installation. Suitable arrangements should be made by the Purchaser for any such works to be carried out prior to commencement of the works required under this contract.
  3. The company will use its best endeavours to honour any installation date given but cannot be held liable for any losses suffered because of any delay that has resulted from factors that are outside the reasonable control of the Company. Such factors include (but are not limited to) adverse weather or traffic conditions, mechanical breakdown, or previous contracts over-running for reasons that could not reasonably have been foreseen. If the Company is unable to meet an installation date, it shall give the Purchaser as much notice as possible and arrange an alternative convenient date.
  4. If the specified works are not completed within the estimated delivery period quoted overleaf, the Purchaser may serve written notice on the Company requiring that the works be completed within a reasonable period, being in any event not less than 6 weeks, as the Purchaser may specify (“The Complete Notice”). If the work is not completed within that extended period, the Purchaser may cancel the Contract by serving written notice of cancellation on the Company. The Company recommends that any notice is sent by Recorded Delivery. Notwithstanding the foregoing;
(a) The company shall not be liable for any delay in the completion of the work which arises from causes beyond the reasonable control of the Company. Where a Completion Notice has been served that Notice shall be automatically extended to consider any such delays that have occurred; and(b) The Purchaser shall remain liable to pay for such part of the work as has been completed in cases where the Purchaser cancels the Contract part completed.
  1. The Company’s formal written Warranty will be sent to the Purchaser upon receipt of the balance payable on completion. The Company provides a 12-year Warranty subject to the inclusions and exclusions specified below.
The Company undertakes to repair or replace free of charge any products manufactured or supplied by the Company which prove defective because of faulty materials or workmanship from the date of installation during the above warranty periods.Any repair work carried out or replacement parts supplied within this warranty period will also be covered by the Warranty, but only for the remainder of the Warranty period.The Purchasers attention is drawn to the maintenance instructions found on the reverse of the Company’s Warranty.The Company accepts no liability in respect of the following:(a) Damage due to Purchaser, animals, Insects, Rodents or Others, Accident, Storm, Flood, Neglect, Misuse, faults or premature deterioration which result from the Purchasers failure to comply with any maintenance instructions printed on the reverse of the Warranty or any relevant manufacturer’s Warranty(b) The failure of the installation to reduce or eliminate condensation(c) Damage caused by movement, expansion or contraction of ground or soil, due to underground or mine workings, climatic changes, water content, or tree root activity.(d) Damage to the product attributable to the failure of foundations or structure when these have not been constructed by the Company.(e) Discolouration or frost damage to brick work.(f) Minor defects to plaster work or brick work due to settlement.(g) Damage or deterioration to the product arising out of normal wear and tear in the home, pollution and the effect of sea or salt water.(h) The fading or discolouration over time due to natural causes.(i) Any pointing or mastic joints.(j) Staining caused by customer using any substances whatsoever.(k) Batteries, fuses and lightbulbs(l) Specialist items such as electronic handles, which carry the relevant manufacturers guarantee.Any claim under the Warranty should be notified to the Company as soon as possible.The Company will not consider any claim in respect of scratches to the external faces of any glass supplied unless such a claim has been notified to the Company in writing within 12 weeks of the installation.This does not affect the Company’s obligation to exercise reasonable care and skill when performing its contractual responsibilities to the purchaser and to use products that are of satisfactory quality and fit for their normal purposes.All repairs will be completed in normal working hours 9.00am to 5.30pm Monday to Friday excluding Bank Holidays. A request to attend outside of those hours would be chargeable at our prevailing rates.

SUPPLY ONLY CONTRACTS:The Company’s above Warranty applies to products which have been supplied and installed by the Company. When the Purchaser or a third party installs the product, the Warranty under this Contract is limited to the Product only.Should the product become defective because of faulty materials and requires a replacement component, our responsibility would be limited to supplying the replacement component only.This means that the Company takes no responsibility for installation work performed by the Customer or a third party.As such all visits to the Purchasers property during or after the installation would be chargeable whatever the reason.
  1. If the Purchaser sells the Property, the Company will on request transfer the unexpired portion of the Warranty to the new owner in return for payment of a nominal transfer fee. The Company reserves the right to make reasonable changes to the transfer fee on a regular basis. Any request to transfer must be made within three months of the sale of the property to allow the Company to advise the new owner of their maintenance obligations. Failing this, the Company reserves the right to charge the new owner for an inspection of the installation prior to transferring the Warranty. Please inquire about transfer fee applicable at the time of making the transfer request. If a replacement warranty certificate is required a cost of £20 inclusive of VAT is chargeable.
  2. The Company will make good any damage caused during the installation to render or brick work immediately surrounding the product installed. The Company does not undertake to provide matching rendering or specialised finishes such as pebble-dash. The Company does not undertake to avoid damage to surrounding wallpaper, paintwork or other decorations which is reasonably commensurate with the fitting of the products in the usual way. The Company accepts no responsibility for any damage resulting from structural or other defects in the property at which the installation is carried out but any complaint or claim by the Purchaser for compensation for damage done by the Company must be made in writing to the Company.
  3. The balance is payable on completion of the installation and when the goods and services specified overleaf have been supplied. Payment shall be by cash, debit card, cheque payable to Prime Glazing UK Ltd and crossed “A/C payee only”, or in the case of finance, the relevant signed completion note. We do not accept balance payments by credit card. If payment is not made on the due date in accordance with this clause, the Company shall have the right to require payment of reasonable interest on the outstanding amount from the due date until date of actual payment. Any variation in the applicable rate of VAT, or where no VAT is shown overleaf as chargeable, any imposition of VAT after the date of the contract overleaf will be passed to the Purchaser. Any further costs incurred in recovering any debt either by this company or by any third-party collection agency will be added to the outstanding debt.
  4. Where a Purchaser is arranging finance for the product the company reserves the right to defer commencement of manufacture until the Purchaser has produced a copy of a written offer from the building society, Finance House, Bank or other lender
  5. By signing this agreement, the Purchaser confirms that he is the owner of the property at which the installation is to take place and that he/she has complete authority to enter into this agreement. The Purchaser will also be asked to confirm this on Survey. The Company is only prepared to contract with the Purchaser on this basis. The Company reserves the right to carry out checks to verify ownership of the property
If the Company discovers that the Purchaser is in breach of this clause, the Company may in absolute discretion:(a) Cancel this Agreement, in which case the Purchaser shall be liable to the Company for all costs incurred to date.(b) Continue with the agreement provided that the Purchaser makes such stage payments as are reasonable considering the costs that have been or will be incurred by the Company in performing the contract.
  1. The contract price set out overleaf is inclusive of VAT at the prevailing rate as at the date of this contract unless specified otherwise. VAT is chargeable on the full contract value at the applicable rate at point of final invoice/installation. Any variation in the applicable rate of VAT between the date of the Contract and invoice/installation date will be passed to the Purchaser.

  2. NOTICE OF RIGHT TO CANCEL
The Purchaser may choose to cancel this contract with Prime Glazing UK Ltd, but he/she MUST DO SO IN WRITING by delivering a written notice of cancellation to: Prime Glazing UK Ltd, Unit 9, Europa Court, Dee View Boulevard, Chester CH1 4NP or sending it via email to: info@primeglazing.co.uk within 7 days of placing your order. Please state your Contract Number (if known), name, full address including post code and a contact number.Notice of cancellation is deemed to be served as soon as it is posted/sent (postmark stamped date) or, in the case of electronic mail, on the day it is sent. If this agreement is cancelled, any related credit agreement will automatically be cancelled. The purchaser may be required to pay for goods and services supplied if the contract has started with the Purchaser’s written agreement before the end of the cancellation period.As per clause 3 above, goods ordered under this contract are excluded from the statutory cancellation provisions of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 as they are made to the purchaser’s own specifications and property requirements.

CUSTOMER COMPLAINTS PROCEDURE

Prime Glazing UK Ltd aims to get things right first time around, but if we don’t customers may write to the Head of Compliance, Prime Glazing UK Ltd, Unit 9, Europa Court, Dee View Boulevard, Chester CH1 4NP or send an email to info@primeglazing.co.uk. Complaints relating to financial matters that have not been resolved within 8 weeks of referral may be referred to the Financial Ombudsman Service. Full details about our complaint’s procedure are available upon request.V6_Jan 2024

Dispute Resolution
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