THESE TERMS
1.1 What these terms cover
These terms apply to the supply and installation of made-to-measure windows, doors, and glazing products (“Products”) by Lux Glazing.

1.2 Why you should read them
Please read these terms carefully before placing your order. They explain how we supply our Products, your cancellation rights, what happens if there is a problem, and other important information.

BESPOKE PRODUCTS
2.1 Made-to-measure products
All windows, doors, and glazing products supplied by Lux Glazing are custom-manufactured to the measurements and specifications confirmed during our on-site survey.

2.2 No right to cancel after production begins
Under the Consumer Contracts Regulations 2013, made-to-measure or personalised goods are exempt from the standard 14-day cooling-off period once production has started.

You may cancel your order before production begins. Once production has started, cancellation is not possible unless the Products are faulty or not as described.

CANCELLATION BEFORE PRODUCTION
3.1 Cancelling before manufacture
You may cancel your order at any time before production begins. If cancellation occurs after the site survey but before manufacture, we may retain a reasonable amount from your deposit to cover survey and administrative costs.

3.2 How to cancel
To cancel your order before production begins, please contact us in writing by email or post.

YOUR RIGHTS IF THERE IS A PROBLEM
4.1 Summary of your legal rights
We are legally required to supply Products that are:
• Of satisfactory quality
• Fit for purpose
• As described

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015.

4.2 If the Product is faulty
If your Product is faulty, incorrectly manufactured, or not installed with reasonable care and skill, you are entitled to remedies under consumer law.

Depending on the circumstances, this may include:
• Repair
• Replacement
• Price reduction
• Refund

4.3 Reporting an issue
If you believe there is a fault, please contact us as soon as reasonably possible with details and photographs where available. We may inspect the Product to assess the issue.

4.4 Timeframes
You have legal rights in relation to faulty goods for up to six years under UK law. Reporting an issue within the first 30 days may entitle you to a full refund if the fault is confirmed. After this period, we will normally offer repair or replacement as a first remedy, in line with consumer law.

INSTALLATION
5.1 Installation standards
All installations are carried out by Lux Glazing’s installation team using reasonable care and skill.

5.2 Installation issues
If you believe installation workmanship is not satisfactory, please notify us. We will assess the issue and, where appropriate, correct any installation faults.

EXCLUSIONS
We are not responsible for:
• Damage caused by misuse, impact, or neglect
• Normal wear and tear
• Alterations or repairs carried out by third parties
• Issues caused by structural movement or pre-existing building defects

These exclusions do not apply where the Product is faulty or where your statutory rights apply.

HOW TO CONTACT US
If you need to report an issue or cancel an order before manufacture, please contact:

Lux Glazing

85 Great Portland Street, First Floor, London, W1W 7LT

0207 101 4407

07301 157 788

info@luxglazing.co.uk