At EverFrames, we want our customers to order with confidence. Many of the windows, doors and related products we supply are manufactured specifically to the measurements, design and specification provided when the order is placed. Customers should carefully check all measurements, specifications, colours, opening configurations and other product details before confirming an order.
Made-to-Measure & Bespoke Products
Most windows, doors and glazed products supplied by EverFrames are made to order to the customer’s individual measurements and specifications. Because these products are manufactured specifically for you, orders for bespoke or made-to-measure products cannot normally be cancelled, returned or refunded once the order has been accepted and manufacture has begun.
This includes situations where incorrect measurements or specifications have been supplied or approved by the customer. Your statutory rights are not affected. If goods are faulty, damaged, not as described, or have been manufactured incorrectly against the confirmed specification, please contact EverFrames as soon as possible so that we can investigate and resolve the issue.
Cancelling or Amending an Order
If you wish to cancel or amend an order, you must contact EverFrames within 24 hours of placing the order. Requests should be submitted as soon as possible and must include your name, order number and details of the requested cancellation or amendment. We will acknowledge your request and confirm whether it can be accepted within two working days. An acknowledgement does not guarantee that the cancellation or amendment can be made. If manufacture has not yet started, we will make reasonable efforts to cancel or amend the order. However, we cannot guarantee that a request received within the 24-hour period can be accepted, as orders may be processed or sent to manufacture immediately. Where costs have already been incurred in processing the order, ordering materials or preparing the product for manufacture, these costs may be deducted from any refund where legally permitted. Once manufacture of a bespoke or made-to-measure product has started, cancellation or amendment will normally no longer be possible.
Standard / Non-Bespoke Products
Where you purchase a standard, non-bespoke product online or at a distance, you may have the right to cancel your order within 14 days of receiving the goods in accordance with the Consumer Contracts Regulations 2013. Goods should be returned in reasonable condition. Unless the goods are faulty or EverFrames has agreed otherwise, the customer will normally be responsible for the cost of returning them. This cancellation right does not generally apply to products manufactured or altered to the customer’s individual measurements or specifications.
Checking Your Delivery
Customers should inspect their goods as soon as reasonably possible following delivery. If you believe an item has been damaged in transit, is faulty, is missing, or does not match your confirmed order, please contact EverFrames as soon as possible. Where possible, please provide your order number, details of the affected item and photographs showing the issue. Where transit damage is suspected, photographs of the packaging should also be provided. Please do not install a product that you believe is damaged, faulty or incorrect without contacting us first.
Faulty or Incorrect Goods
If goods supplied by EverFrames are faulty, damaged or do not conform to the agreed specification, we will deal with the matter in accordance with your statutory rights under the Consumer Rights Act 2015. Depending on the circumstances and your legal rights, this may include repair, replacement, a price reduction or refund. EverFrames may need to inspect the product or request photographs and other information before determining the appropriate remedy.
Customer Measurements & Specifications
EverFrames supplies products based on the measurements and specifications provided and approved by the customer unless we have expressly agreed to provide a separate measuring service. The customer is responsible for ensuring that all measurements and specifications supplied to EverFrames are correct.
EverFrames cannot take responsibility for products that have been manufactured correctly to the measurements and specifications supplied or approved by the customer.
If a product does not fit due to incorrect measurements or specifications provided or approved by the customer, the product will not be considered faulty and EverFrames will not be responsible for the cost of replacement. If this happens, please contact us. Where possible, we will try to assist with arranging a replacement product, which may be subject to additional charges.
Changes After Ordering
Any requested change to dimensions, colour, glass, hardware, opening configuration or other specification must be requested within 24 hours of placing the order. Requests should be made in writing and must include the order number and full details of the proposed changes. EverFrames will confirm within two working days whether the requested changes can be accepted. We cannot guarantee that changes can be made once an order has been processed or entered manufacture.Where a change is possible, additional charges may apply. If a requested amendment is received after the 24-hour period, EverFrames may still consider it where manufacture has not started, but acceptance will be entirely subject to the status of the order and any costs already incurred.
Refunds
Where a refund has been agreed, it will normally be made using the original payment method. EverFrames will process approved refunds promptly and within any time limits required by applicable consumer law. Please allow additional time for your bank or payment provider to process the payment.
Delivery & Returns
Where goods need to be returned because they are faulty, damaged or incorrectly supplied, EverFrames will deal with reasonable return or collection costs in accordance with your statutory rights. For eligible cancellations of standard, non-bespoke goods, delivery and return costs will be handled in accordance with applicable consumer legislation.
Installation
EverFrames operates primarily as a supply-only service unless installation has specifically been included and confirmed as part of an order. Customers arranging their own installation are responsible for ensuring that products are correctly installed, handled and stored. EverFrames cannot accept responsibility for damage or faults caused by incorrect installation, handling, storage, modification, misuse or work carried out by a third party.
Your Statutory Rights
Nothing within this policy is intended to exclude or restrict your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Contact EverFrames
If you need to cancel or amend an order, report a problem or discuss a return, please contact EverFrames within the applicable time frame and provide your name, order number and details of your request.
EverFrames
Email: sales@everframes.co.uk
Telephone: 03330 348711
Address: 24 Landport Terrace, Portsmouth, United Kingdom, PO1 2RG
