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Frequently asked questions

Can I specify a preferred delivery date


Delivery dates are dependent upon our suppliers manufacturing timescales, however if you do have a preffered delivery date please make a note in the additional text box on the order form and we will confirm by email. The latest information from our suppliers is are as follows;​

  • Panoramic Slide and Turn Doors - 7 Days
    • Special Ral colours allow an extra 3 weeks
  • Korniche Roof Lanterns - 7 Days
    • Special Ral colours allow an extra 3 weeks
  • Reynaers Sliding and Bi-folding Doors - 21 Days
    • Special Ral colours allow an extra 3 weeks
  • Skylux iWindows and Verandas - 21 Days
    • Special Ral colours for Verandas allow an extra 3 weeks
  • Erhardt Awnings and Pergolas - 14 Days
    • Special Ral colours and fabrics allow an extra 3 weeks
  • EcoSmart Fireplace - 14 Days
Whilst we will endeavour to meet your date we do make all our products to special order, therefore delivery is subject to manufacturing timecales.




Do you hold Stock Items


No, all our products are made to order. This allows you to specify exact sizes, choose your options including special RAL colours and it allows us to ensure and check each order prior to shipment. This way we ensure that your products are perfect for your needs.




Do you install


We don't install, our products are designed to be easily fitted by a competent installer or builder and come with full instructions, saving you £100's on additional install costs. If your project does not involve a builder and you need to find an installer we can put you in contect with specialist fitters and tradespeople, who charge reasonable and monitored prices for survey and fitting. Make a note when you complete your order and we will call you back with details. A word of caution: There are companies out there who offer cheap products at "cost price", then charge an exhorbitant amount to fit. You end up paying more. Please be aware. The TODAYco will always get you the best product price and we also monitor fitters prices to ensure you get the best service for the lowest overall price. Alternatively there are a number of trusted trades websites that may be able to help you find a local trader. www.ratedpeople.com www.findatrade.com www.trustedtraders.which.co.uk www.checkatrade.com www.mybuilder.com




Has my order been gone through


Once you've placed your order online you'll receive a confirmation e-mail. This will detail all the items you have ordered, any options, special requirements and your preferred delivery dates. However, we will update you with changes to delvery timescales. Please NOTE: you will only receive this e-mail if you have provided us with a valid e-mail address.

If you have not received this e-mail, please check to ensure it has not been filtered into your junk or spam folder. Call our Customer Care Team if you still can't find it.




Can I specify non-standard sizes


Our configurator allows you to specify to the cm the height (or depth) and width of each product, unless otherwise specifed as set sizes. Note it is important that your actual size fits the chosen opening, for example. Click here tonread this short guide to measurements. However for special sizes or other non-standard requiremenst please call us to discuss your needs as there is nearly always a solution.




Can I specify non-standard RAL colour


Yes, on the configurator please chose the RAL colour option and select the exact RAL code in the dropdown list below. For special finishes please call us with your requirements.




What happens if I need to wait for a final survey


This is not a problem, you can place your order based on current or 'off plan' dimensions. Make a note on your order that manufacture is subject to final survey and we will place this on hold until you give the final go-ahead. If your dimensions change, let us know and we will amend accordingly and send you a new order. Please note this may be subject to price change id the sizes vary greatly.





Returns Policy

Returns & Refunds Summary


Please read this information to ensure a speedy return of your order. All our products are made-to-measure to your specific requirements. In Summary

  • Tell us you want to cancel your order within 14 calendar days of placing your order
  • We cannot accept products that have been installed
  • We cannot cancel an order for products in manufacture
  • Cancellations of an order prior to manufacture are subject to a services charge = 30% of the total order
  • We cannot consider damage claims 48 hours after receiving your goods
  • We cannot accept returns for made-to-measure products
  • We cannot accept return requests after 14 days of delivery




Returns Period


Returns Period You must tell us in writing within 14 days of placing your order that you want to return it
If you make a purchase online but change your mind once you’ve received your order, under the Consumer Contracts Regulations 2013, you are entitled to a full refund (via the original payment method) provided you notify us within 14 days that you wish to cancel your contract.

Once you've notified us of your order cancellation, we will confirm in writing that your cacellation has met our terms and conditions of trading.
Products That Cannot be Returned Any products that have been installed All made to measure products, this includes our roof lanterns, rooflights and all doors and windows, awnings and pergolas which cannot be re-used, returned or refunded unless they are defective or have been damaged in transit.




Customer Responsibilities


Taking Care of Products You will naturally wish to inspect the products you order. However, you do have a statutory duty to take reasonable care of the goods. If you have any doubt about your purchase, we strongly advise you not to open the boxes or packaging as we will not accept returns of unpackaged products. Please ensure you do not damage the items and if you wish to return anything, that it reaches us in resalable condition. Customers’ liability for diminished value of the product Please check your order before you open it. If in doubt please call us before you open it. Under distance selling regulations, we are permitted to reduce your refund for any reduction in the value of the products due to the condition in which you have returned them. For example this would include anything more than superficial damage to, or opening of the box, or poor storage. Packaging Please be aware it is your responsibility to ensure that the goods are suitably packaged and in the same condition as they arrived ready for collection. All packaging has a product overview on the outside of the boxes. If the information given does not meet your needs please do not open the boxes. Simply return them to us as soon as possible so we can help you. If you are unsure of the suitability of the goods you have ordered, please get in touch.




Refunds


Cancellation & Time Prior to Delivery Cancellations are subject to our refunds and returns policy, please see earlier section. If you cancel your order before receiving it, and within the timescales of our terms and conditions , we will reimburse you all payments received from you, including the costs of delivery 14 days after the day on which we received the cancellation of your order. After Delivery We may make a deduction from the refund for loss in value of any goods supplied if the loss is caused by unnecessary handling by you or installation. We’ll make this refund without undue delay and no later than: 14 days after the day we receive the goods from you to us or to our supplier's warehouse, or, If no goods were supplied, 14 days after the day on which we received the cancellation of your order. The refund will be made using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of your refund.




Damaged & Faulty Goods


Our refund policy does not affect your statutory rights with respect to faulty or goods that arrived damaged. Whilst we do everything we can to ensure your order reaches you in perfect condition, sometimes accidents happen. Under the Consumer Rights Act, you can reject a faulty item, which you must do within 30 days and get a refund, repair or replacement. Please let us know as soon as possible if you have received a faulty item and we will be happy to help you. Consumer Contracts Regulations We make every effort to keep up with the latest online selling regulations. We have updated our cancellation and returns policies to reflect and comply with changes made to the Consumer Rights Act 2015 and the Consumer Contracts Regulations in 2014. Which? has summarised the Regulations on its website.





 

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Our Products
Slide & Turn Doors
Slide & Turn Doors

Panoramic

Roof Lanterns
Roof Lanterns

Korniche

Pergolas
Pergolas

Erhardt

Bi-folding Doors
Bi-folding Doors

Reynaers

Roof Lights
Roof Lights

Skylux

Awnings
Awnings

Erhardt

Slim-frame Sliding Doors
Slim-frame Sliding Doors

Reynaers

Verandas
Verandas

Skylux

Fire Pits and Tables
Fire Pits and Tables

EcoSmart

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