These terms apply to purchases of windows, doors and related products from EverFrames through our online shop. Please read them before placing an order and keep a copy for your records.
Please also read our Refund & Cancellation Policy, which explains our cancellation, amendment and returns process. The versions of these terms and that policy supplied when you order apply to your contract. Neither document limits your statutory rights, including the cancellation and faulty-goods rights explained below.
EverFrames
24 Landport Terrace
Portsmouth
United Kingdom
PO1 2RG
Email: sales@everframes.co.uk
Telephone: +44 (0) 3330 348711
In these terms, “we”, “us” and “our” mean EverFrames. “You” means the person placing the order. A consumer is an individual buying wholly or mainly for purposes outside their trade, business, craft or profession. Provisions described as consumer rights apply to consumers.
Nothing in these terms excludes or limits rights that cannot lawfully be excluded or limited.
The product description and the specifications agreed for your order form part of our contract. These may include dimensions, frame and door styles, colours, glazing, opening direction, hardware and accessories.
Product images illustrate appearance and may show optional items. The description and your selected options determine what is included. Screen settings can affect colour appearance; if an exact colour match matters, contact us before ordering. This does not excuse a material difference from the agreed description or any sample on which you reasonably relied.
We will not substitute a materially different product or specification without your agreement.
Before submitting an order, check all measurements, quantities and options, including:
If you are unsure, ask us for clarification or obtain assistance from a suitably qualified installer before ordering. Product dimensions should not be assumed to be the same as structural opening dimensions.
Where we manufacture or source goods to measurements and selections you provide, you are responsible for their accuracy. If we supply the agreed specification correctly but it is unsuitable because of an error you made, a replacement or alteration may be chargeable. We will explain any proposed cost before you agree to it.
This does not remove our responsibility for incorrect information, advice or measurements we provide, or for goods that fail to meet the contract or your statutory rights.
Submitting an order is an offer to buy the selected goods. An automated acknowledgement confirms receipt of your order; it is not acceptance unless it expressly says that we have accepted it.
The contract is formed when we send written confirmation accepting your order. We will provide the order details and these terms in a form you can save. If we cannot accept an order, we will explain this and promptly refund any payment taken for it.
If clarification of a specification or measurement is needed, we will contact you before accepting the affected order. Check your confirmation and tell us promptly if you notice an error.
Prices are in pounds sterling. Consumer prices include any applicable VAT. Delivery and other agreed charges will be shown or explained before you commit to the order, together with the total payable.
Payment is due as shown at checkout or in the written payment arrangement agreed for your order. Any deposit, balance and payment dates must be explained before you agree to them. A deposit is not automatically non-refundable.
If we identify a price error before accepting your order, we will contact you with the correct price. You can choose whether to proceed or receive a refund of any payment taken. We will not automatically take additional payment or unilaterally increase an agreed price after accepting the order.
For amendments to any order, or a discretionary cancellation of made-to-measure or bespoke goods, contact us as soon as possible and within 24 hours of placing your order. Please send amendment requests in writing to sales@everframes.co.uk, including your name, order number and the full details of the proposed changes.
We will acknowledge your request and confirm within two working days whether it can be accepted. Acknowledgement is not approval. Orders may be processed or sent to manufacture immediately, so a request made within 24 hours is not guaranteed to be accepted and does not itself suspend manufacture.
If manufacture has not started, we will make reasonable efforts to accommodate your request. We may also consider a later request, depending on the order’s status and costs already incurred. Once manufacture of bespoke goods has started, changes or discretionary cancellation will normally no longer be possible.
If a change is possible, we will explain any effect on price and delivery and obtain your agreement before proceeding. Any deductions from a discretionary cancellation refund must be lawful and fair, as explained in section 7.
The 24-hour request window applies only to amendments and discretionary cancellations. It does not shorten a consumer’s statutory cancellation period for eligible standard goods, require statutory cancellation to be in writing, or restrict rights relating to faulty, damaged or incorrectly supplied goods.
The statutory change-of-mind cancellation right does not apply to goods made to your individual specifications or clearly personalised, such as a window manufactured to your specific measurements.
The exemption applies only where the goods genuinely qualify. Selecting colours, handles or other options from a standard range does not, by itself, make a product exempt. Where applicable, we will identify the made-to-measure or personalised nature of the goods before you order.
For qualifying goods, the exemption can apply even before manufacture begins. Nevertheless, contact us using the process in section 6 if you want to cancel: we will check whether a cancellation can be agreed and explain any proposed charge or refund. Any agreed charge must be fair and reflect our actual net loss, allowing for costs saved or recoveries made. We will not automatically retain all payments regardless of the circumstances.
This exemption does not affect your rights where goods are faulty, damaged, incorrectly supplied or otherwise fail to meet the contract.
Available delivery destinations, charges and arrangements will be explained before you order. We will deliver within the period agreed with you. If no different period is agreed, consumer orders will be delivered without undue delay and within 30 days of the contract being made.
Made-to-measure products may require a longer agreed lead time. If a particular delivery date is essential, tell us before ordering so we can confirm whether we can meet it.
If delivery is delayed, we will contact you and explain the position. Consumers may set a reasonable additional delivery deadline and cancel if it is missed. Immediate cancellation may be available if we refuse delivery or an essential agreed deadline is missed. Where you are entitled to cancel for non-delivery, we will refund the affected payment without undue delay.
Tell us about restrictions that could affect safe delivery, including narrow access, parking restrictions or limited unloading space. Any special unloading or assistance requirements must be agreed in advance. If delivery fails for a reason within your control, we may seek reasonable, necessary redelivery costs after explaining them to you; we do not charge you for a failure caused by us or our delivery provider.
For consumers, risk normally passes when you, or a person you nominate, physically receive the goods. A different legal rule applies if you independently appoint a carrier we did not offer. Ownership passes once we have received full payment.
Please check goods promptly for visible damage, missing items and specification errors, ideally before installation. If possible, photograph any concern and contact us with your order number. Signing for a delivery or failing to report a problem immediately does not remove your statutory rights.
If you notice a defect or incorrect specification, avoid installing or altering the affected item until we have discussed the appropriate next step. We will not treat installation alone as removing rights relating to a hidden defect.
Installation, surveying, removal of existing products and disposal are included only if expressly agreed in your order. Otherwise, you are responsible for arranging suitable installation and any necessary property approvals. We remain responsible for product conformity and any installation or advice we have agreed to provide.
Follow the applicable installation, storage and maintenance instructions. We are not responsible for damage caused solely by incorrect installation or misuse by someone for whom we are not responsible. This does not limit rights arising from defective goods or instructions we supply.
If you are a consumer buying goods that are not exempt under section 7, you can cancel without giving a reason from the time you order until 14 days after the day you or your nominated recipient receives them. Where one order is delivered in separate items or parts, the period normally runs from receipt of the last item or part.
Tell us before the deadline by email, telephone, post or another clear statement. You can use the optional cancellation form below, but you do not have to.
Return the goods within 14 days after telling us you are cancelling, unless we have agreed to collect them. Contact us for the appropriate return arrangements, especially for large or fragile products; this does not make your cancellation dependent on our approval.
You pay the direct return cost only where we informed you of that obligation before the contract. For goods that cannot normally be returned by post, we will disclose the cost or a reasonable estimate before you order. If we have not provided the legally required information, we will bear the return cost.
You may inspect goods as you reasonably would in a shop. Where legally permitted, we may deduct an amount for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. We do not apply an automatic restocking charge to statutory cancellations.
For cancellation of an entire eligible order, we refund the price and the cost of our least expensive standard delivery option. Additional costs for an enhanced delivery service you chose are not refundable under the statutory change-of-mind right.
Refunds are made without undue delay, using the original payment method unless you expressly agree otherwise, and without a refund fee. For returned goods, the deadline is normally 14 days after we receive them or evidence of their return, whichever is earlier. If we have offered to collect them, we will refund within 14 days of receiving your cancellation notice. If goods have not been supplied, we will refund within 14 days of that notice.
Any lawful deduction will be explained. Refunds for faulty goods are governed by your separate rights below.
Consumer goods must be of satisfactory quality, match their description and be fit for any particular purpose made known to us where the law requires this.
If goods do not meet these requirements, you normally have a 30-day short-term right to reject them for a refund. After that, you can generally require a repair or replacement, subject to the statutory rules. This must be free of charge, within a reasonable time and without significant inconvenience. If the remedy is unavailable, fails or is not provided as required, you may be entitled to a price reduction or final rejection.
Contact EverFrames directly: you do not have to pursue the manufacturer instead. We will cover reasonable return or collection costs for a valid claim and any other remedy costs the law requires us to meet. An agreed statutory rejection refund will be paid within 14 days of our agreeing that you are entitled to it.
These rights also apply to made-to-measure products. They do not depend on a manufacturer’s guarantee.
Any additional commercial or manufacturer guarantee will be described in the relevant product or guarantee information. Its duration, coverage and conditions are those supplied for that product; no particular guarantee period is implied for all products by these terms.
A guarantee supplements your statutory rights. Its expiry or an exclusion under its terms does not, by itself, end a valid statutory claim against us.
We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. Loss is foreseeable if it is an obvious consequence or was reasonably contemplated when the contract was made.
We do not exclude liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot legally be excluded. Nothing here removes a consumer’s right to recover reasonable losses, including appropriate installation or removal costs, where the law provides that remedy.
If an event outside our reasonable control affects fulfilment, we will tell you and take reasonable steps to reduce the impact. This does not remove your statutory delivery, cancellation or refund rights.
Please contact sales@everframes.co.uk or +44 (0) 3330 348711 with your order number and a description of the issue. We will investigate and work with you to resolve it.
If our complaints process ends without resolution, we will provide our final response and information about any applicable alternative dispute resolution arrangement. You retain the right to seek independent advice and pursue a court claim.
We use personal information to process orders, arrange payment and delivery, provide customer service and meet legal obligations. Our Privacy Policy explains this processing and your data protection rights.
The version of these terms agreed when you order applies to that order. Later website updates do not change an existing contract without agreement or a legal requirement.
If a provision is unenforceable, the remaining provisions continue to apply where possible. A delay in enforcing a right does not mean it has been waived.
These terms are governed by the law of England and Wales. Consumers retain any mandatory protections applicable where they live. Consumers in Scotland or Northern Ireland may bring proceedings in their local courts; this clause does not require them to bring a claim only in England and Wales.
Complete and send this form only if you wish to cancel an order for which a cancellation right applies. You may instead make any other clear statement of cancellation.
To: EverFrames, 24 Landport Terrace, Portsmouth, United Kingdom, PO1 2RG
Email: sales@everframes.co.uk
