It is the aim of everyone at B & G Windows to ensure that customers experience total satisfaction and peace of mind and in doing so we will always aim to be prompt, courteous and helpful. Should you have a complaint or any question, please email us at info@bandgwindows.co.uk.
Please take a moment to read our terms and conditions carefully, as they will form the buyer and seller contract we enter into with you. Your statutory rights will not be affected or compromised in any way.

General Conditions

A binding contract is achieved once we have dispatched an order confirmation by email to you. Each order will be deemed a separate contract.
Orders placed through us by consumers are protected by The Consumer Protection (Distance Selling) Regulations 2000 (as amended), the Electronic Commerce (EC Directive) Regulations 2002 and the Sale of Goods Act.

This contract is governed by English law.

• Any goods delivered should be fully inspected upon arrival to ensure their condition, type and quantity and you should inform us as soon as possible after receipt of any damage or discrepancies.
• To inform us of any goods that are faulty or damaged please contact us using the email address: info@bandgwindows.co.uk or write to B & G Windows 2 Birchway Hatfield Herts AL10 0PD.

Please arrange to return the goods as soon as possible. We will send you by e-mail/post a returns form and number within 24hrs from receiving your e-mail / letter. Please ensure this is returned with the product to us. You may wish to keep a copy of this for your records.

Ordering the goods

Once the order has been made and you have received confirmation in most circumstances you will be unable to change the order.

Should you need to amend the order in any way including address details please can you contact the business by: info@bandgwindows.co.uk or write to B & G Windows 2 Birchway Hatfield Herts AL10 0PD.

Delivery charges

If your products are in stock they will generally be dispatched the same day by Royal Mail First Class Recorded Service provided the order is received before 3:00pm, otherwise we expect to deliver within 10 days. Special order delivery times may be extended in some cases and you will be notified if this is the case. You will receive a notice by e-mail confirming when your order has been dispatched.

If your order has not been dispatched within the ten-day period, and we have not confirmed an exact dispatch date in this time, we will contact you again by email at this time to update the delivery position.

Delivery is within the UK. This includes the Scottish Highlands,UK Islands and Northern Ireland. If you are located outside of the UK or the Republic of Ireland we are unable to deliver.

We will use our best endeavours to deliver the next working day but we cannot be held responsible and will not guarantee for failure to deliver the next working day during peak seasonal trading periods, periods of industrial action, natural disasters or in areas of extreme weather or other outside influences that may affect delivery. In some cases in may be possible for you to pay extra for fast track courier service.

The following carriage rates apply (subject to change) :

• P&P- weight up to 2kg (£6.00 incl. VAT)
• P&P- weight up to 4kg (£10.50 incl. VAT)
• P&P- weight up to 8kg (£15.50 incl. VAT)
• P&P- weight 10kg or more requiring courier (£25.00 incl. VAT)

It is not possible for us to arrange delivery on a Sunday or bank holiday.

It is the responsibility of the person placing the order to ensure that the order can be received. If Royal Mail are unable to leave the parcel safely a card is left giving details of how to arrange re-delivery (dependent on local delivery service) or where to collect the parcel from locally. The customer will need to make contact direct with Royal Mail for this.

If a delivery is returned to us for what ever reason an additional charge will apply for the carriage to return the package and to re-send the parcel back to its destination. The charge applied will depend on the carriage charge in force at that time. You will be informed of this charge and have the opportunity to cancel the order as required.

In the rare event that the parcel does not turn up Royal Mail will classify the parcel as lost (this does not include attempted deliveries that have not been collected or re-arranged deliveries or deliveries where a signature has been obtained at the destination address). Please contact us as soon as possible to advise you have not received the parcel and we will arrange for either the goods to be re-sent or a full refund to be given.

Prices and Payment

The price you pay for the goods is that which prevails at the time you place your order. The following applies :

• The price quoted at the time of order will be the current selling price of those goods. Prices given are inclusive of vat at the rate of 20%.
• Payment is required at the time of ordering in UK pound sterling.
• Credit card payments will incur a 3% handling fee.

Product Guarantees

In the event of any product failure, goods must be returned to us for evaluation of any mechanical defect and this may involve the manufacturer at our discretion to determine the cause of the problem. Goods that have been subject to excessive wear and tear or accidental damage will not meet the terms of any guarantee. In most other cases we will replace or refund goods that are faulty due to mechanical defects within six months of delivery, however replacement will be entirely at our discretion.

Returns policy

All goods are required to be :

• of satisfactory condition
• fit for purpose, and,
• as described.

If you receive goods that do not meet the above legal requirements you will be entitled a legal remedy and should contact us as soon as possible.

If you receive a damaged item please can you contact us as soon as possible to arrange the return of the item.

Returns under Distance Selling Regulations

Where goods have been ordered by distance means, you have the right to cancel this contract from the date the order has been placed up to 7 working days from the delivery of the goods. If you choose to entertain your rights the notification must be in writing.

Your refund will include the initial delivery charge but you must pay and arrange to have the item returned to us.

Cancellations under these regulations need to be done in writing to: info@bandgwindows.co.uk or write to B & G Windows 2 Birchway Hatfield Herts AL10 0PD

Products that are bespoke will not be able to be returned in conjunction with these regulations.

It is important that the returned items are in their best possible condition, so please can you keep care of the item and its packaging where possible. Items should be returned as soon as possible.

Refunds will be issued within 30 days of notification of cancellation.

If you fail to return the items back to us we will arrange for them to be collected and charge you for the cost of collection.