Terms of sale

Your order

1. 1.Supply only. Prices are for supply only. Survey, delivery and installation are included only where they appear as a line on your quotation.
2. 2.Sizes. On a “supply to your sizes” quotation, you are responsible for the sizes you give us. Where we survey, we are responsible for the sizes we measure, provided the openings are not altered after our survey. Tell us before ordering if anything changes.
3. 3.Payment. A deposit (60% unless your quotation says otherwise) places the order. The balance is due in cleared funds before delivery.

Delivery

1. 4.Lead times. Lead times are the manufacturer’s estimate. We will tell you promptly if a date moves. If delivery is more than 8 weeks later than the estimate we gave you, you may cancel and we will refund what you have paid.
2. 5.Delivery. Delivery is to the kerbside unless agreed otherwise. You arrange enough people or equipment to offload and store the products safely, and someone must be there to sign. Risk passes to you on delivery.
3. 6.Checking your delivery. Please note any visible damage or shortage on the delivery note, and tell us in writing with photos within 48 hours, so we can replace it quickly and claim from the carrier. This does not affect your legal rights for faults found later.

Ownership, cancelling and our responsibility

1. 7.Ownership. Products remain Vitrova’s property until paid for in full.
2. 8.Cancelling. Products are made to your sizes and specification, so once we have placed your order with the manufacturer you cannot cancel it for a refund. If you cancel before then, we refund your deposit less costs we have reasonably incurred. If you book a survey online or by phone, you can cancel it within 14 days; if you ask us to survey within that time and then cancel, you pay for the survey already carried out.
3. 9.Our responsibility. If you are a consumer, nothing in these terms affects your legal rights. We are responsible for loss you suffer that is a foreseeable result of our breaking this contract, including the reasonable cost of removing and refitting a faulty product we replace. We are not responsible for loss that was not foreseeable, or for the work of an installer you appoint. If you are buying for a business, our total liability is limited to the price of the products, and we are not liable for loss of profit, loss of business or indirect loss. Nothing limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow us to limit.

When you arrange your own installation

1. 10.Your installer. If installation is not on your quotation, you appoint, instruct and pay your own installer. Your contract for the installation is with them, not with Vitrova, and Vitrova does not supervise their work.
2. 11.Installation pack. We give you an installation pack for your products: sizes including add-ons and cills, glass weights, threshold and fixing details, and installation requirements. Your installer must follow it and the manufacturer’s instructions, and should ask us before adjusting, cutting or removing any part.
3. 12.Our survey. Our survey measures the openings so the products can be made. It is not a structural survey and does not check lintels, walls, floors or drainage, or whether the work needs Building Regulations approval.
4. 13.Ready for the products. The openings must stay as we surveyed them and be ready for installation when the products arrive, including any lintel and threshold support. Store the products as the pack describes until they are fitted.
5. 14.Building Regulations. Fitting windows and doors is building work under the Building Regulations. You and your installer are responsible for the installation complying, including building control approval or registration through a competent person scheme, and any structural work. We are responsible for the products meeting the specification on your quotation, such as the stated U-values and safety glazing.
6. 15.Product guarantee. Our guarantee covers faults in the products. It does not cover faults caused by installation that did not follow the pack, by poor storage, or by later alteration. This does not affect your legal rights.
7. 16.Installers you invite through your portal. We provide the tool for you to invite installers, compare their prices and record who you appoint. We do not vet, recommend or appoint installers, and a listing on our system is not an endorsement. Prices are each installer’s own; we can see them, as the portal tells you and them.
8. 17.Our optional installation. If we have offered installation as an option, the price is held until the date shown. If you take it up, we reissue your quotation with installation included, and our installation terms then apply.

General

These terms are governed by the law of England and Wales. If you are a consumer living elsewhere in the UK, you can also bring proceedings where you live. If something goes wrong, tell us first through our contact page and we will try to put it right. How we use your information is in our privacy notice.