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FAQ
Ordering and Delivery
How do I place an order?
You can now easily and safely get an estimation, place an order and purchase goods through our new online service. Shop with peace of mind and be assured that our site is operated using a highly secure Protx payment system. Any personal information given will be used only by us to process your order. We accept VISA, Master Card, Debit Cards and Personal Cheques. Alternatively, you can telephone us on 01234 272445, fax us on 01234 272588, or post your order to us. Please send a 20% deposit or full payment with a written order giving full details (sketches and all relevant dimensions in mm) of the items you require as viewed from the outside. Please leave your telephone number and state a convenient time for us to contact you to confirm details and arrange delivery. Confirmation of your order will be forwarded to you.
Our office opening hours are:
- Monday to Friday: 08:30am - 18:00pm
- Saturday: 09:00am - 16:00pm
- We are open most Bank Holidays from 9:00am - 16:00pm
- Sunday (between 1st April and 31st August): 10:00am - 16:00pm
Where do you deliver to?
This site delivers products to mainland England and Wales, using our own fleet of vehicles.
How long will it take for my order to arrive?
Shortly after you place your order, our dispatch department will contact you to arrange a suitable delivery date with you. In order to keep our costs (and therefore our prices) down, we operate a multi-drop delivery system and are not able to give a delivery time. Delivery turnaround for Dunster House windows and doors is typically 10 working days, but please contact our estimating department on 01234 272445 for up to date information.
Do I need to be present on the day of delivery to receive my goods?
We deliver to your Kerbside. Please ensure that someone is available all day, on the day of delivery who is capable of assisting the driver in unloading and checking the goods when they arrive. If there is not someone there present to receive the goods a re-delivery charge will be applied.
How much does delivery cost?
Delivery is free on all orders over £700 in total.
All orders under £700 will require a delivery charge of £30.
Orders will only be acceptable and binding in writing. Should you change the details of the order once we have commenced the manufacturing process, we reserve the right to make a charge for reasonable costs involved as each item is bespoke. As all windows, doors and conservatories are manufactured to your specific requirements, your order cannot be cancelled unless we are in breach of our obligations to you.
We will repair or replace any goods as a result of defective materials or manufacture. Your Statutory Rights are not affected. We also reserve the right, in agreement with you, to request an Independent Inspection of any suspect goods, or to carry out a mutually agreed inspection to identify whether the goods have been properly installed, used, maintained, stored or serviced. We reserve the right to make a charge to cover any reasonable costs if the goods have not been properly used or installed.
Windows and Doors
Do you offer an installation service?
We are a supply only company. We recommend that a competent or qualified person carries out the installation of goods supplied. Please ensure that the general guidelines supplied with the delivery for the fitting of the goods are read and understood before commencing or organising installation. If in doubt contact our offices.
Guarantees:
PVCu Profile White: 10 years as per Selecta Window Systems Ltd. statement below in italics.
PVCu Profile Laminated: 5 years as per Selecta Window Systems Ltd. statement below in italics.
A guarantee is provided on the profile by the manufacturer, Selecta Window Systems Ltd., free of charge, and therefore forms no part of the overall cost. Dunster House Ltd. is not party to the guarantee in any way.
Selecta Window Systems Ltd. Birmingham B44 9EG, undertakes to warrant their PVCu window and door profiles for a period of:
White Profiles: 10 years with respect to colour stability, shape retention, impact strength retention and resistance against attack from salt laden atmosphere, cement mortars, and certain other materials used in house construction.
Laminated Profiles: 5 years with respect to adhesion to laminate, shape retention, and impact strength retention. Laminate profile is very heat absorbent and is therefore not suitable for sunny or warm locations. Please consider this when surveying your installation.
Sealed Units: 5 years against condensation inside the sealed unit, please follow our glazing instructions to ensure the correct installation of the sealed units.
Furniture: 1 year against failure in operation. Please follow the service instructions in the leaflet 'Looking after your Investment'.
Panel Products: White: 5 years against discolouration.
Woodgrain (Laminate) panels are very heat absorbent and are therefore not suitable for sunny or warm locations. Please consider this when surveying your installation.
What happens if there’s a problem with my new windows and doors?
Very simple, we ask that you check your windows and/or doors prior to removing the old frame. It’s unlikely you’ll find a problem because all of our products are rigorously quality checked before they are delivered. But just in the same way that you’d check your parachute before you jump out of a plane, not after, it’s the same fitting windows and doors. Have a look at them, make sure everything is as you ordered it, that the specification is correct, that everything opens and works properly, that you’re happy with the standard of the sealed units (glass), that there are no imperfections, that everything lines up as you would expect and that generally you’re happy that everything is as it should be, and don’t forget to read the Installation Instructions in full, hold items up to the light and don’t install when it’s getting dark. It may take a few minutes to fully check each item but it’s normal practise in the industry because once you remove the old frame you’re past a point of no return. Ok, so let’s say you’ve found something that you want to query. First port of call is to quickly send an email to our customer services department with your invoice number and what you’d like to query. They’ll probably reply with a couple of pertinent questions to see if there is a potential genuine problem. Worst case scenario, well as we don’t employ service engineers, we’re a Supply Only Company after all, we’ll come out, pick up the item and bring it back in to our factory for inspection and repair or replace if necessary. If unnecessary we’ll organise with you to drop it back out to your house, naturally there would be a charge for the collection and re-delivery in the event no problem was found, equally this, of course, wouldn’t cost anything if there had been a manufacturing error. Don’t forget, we’re making your windows and/or doors to measure so we can’t just send out a new one as this would be unreasonably costly and our prices would go up, this is why we would need to reassure ourselves and yourself that there is a genuine problem, another reason why we’d collect them in the event of a query. We manufacture all our goods to a commercial standard and would check to this standard if we bring them back in. You can be assured that our excellent product knowledge nurtured over years in the trade will ensure a fair assessment. And that’s it, we check them, you check them before you fit them and if there’s a problem we’ll bring them back in to inspect and replace if necessary, like we said, very simple!
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