Terms and Conditions
Contents
- Title
- Objective
- Policy
- Related Policies, Procedures and Forms
- Department Responsible for Procedure
- Dates Approved or Amended
- Contact Information
- Title
Terms & Conditions for Windows and Doors – CO-GI-PO-47
- Objective
- Policy
Our Terms and Conditions for products are shown directly below.
About Us:
Dunster House Ltd. is dedicated to your total satisfaction. If you have any suggestions or comments, please contact us.
Contact Details:
Dunster House Ltd.
Factory 1
Caxton Road
Elms Farm Industrial Estate
Bedford
Bedfordshire
MK41 0LF
Phone: 01234 272445
VAT Registration Number: 623 8011 69
Company Number: 02913901
By purchasing from Dunster House Ltd. it is assumed that the customer agrees to all terms and conditions.
Last updated: 3 April 2026
1. Introduction
1.1 The Company is Dunster House Ltd.
1.2 The Purchaser is the person or their Agent buying upon their behalf and is responsible for all measurements and designs given to the Company.
1.3 All orders are bespoke and made to measure.
2. Purchasing Products
2.1 All dimensions to be supplied in Metric. All designs are as viewed from the Outside at point of order.
2.2 All units are supplied to site unglazed due to the safety requirements for manual handling.
2.3 Orders and any changes to orders will only be acceptable and binding once confirmed in writing.
3. Payment
3.1 Payment must be made in full and cleared funds received by Dunster House at least 3 workings days prior to the confirmed delivery date.
3.2 If payment is made over the phone through Paytia via Credit/Debit card, the card must be registered to the delivery address. If payment is made online via the website, and has successfully passed a 3D secure check, a different delivery address can be accepted.
3.3 Payments made by Bank Transfer/BACS, should reference the Sales quote/order number provided at point of purchase, and will be cleared the following working day after receipt.
3.4 Cheques received can be accepted. They must be received by Dunster House a minimum of 7 working days prior to delivery date. Only once we have confirmation the cheque has cleared can we release the goods.
3.5 Payment must be made no later than 1 month after the Purchaser is notified by the Company that the goods are ready.
4. Delivery
4.1 The contract turnaround period commences from the next working day after the order has been placed.
4.2 We deliver goods:
- to the first safe and accessible point at the front of your property
- up to a maximum of 20m from the delivery vehicle, provided the vehicle can be legally and safely parked at the kerbside (see 4.3 below).
If there is no available space at the front of the property (e.g. terraced house, no front garden, obstructions to safely unload) then the goods will be delivered to an adjacent public highway in accordance with Rule 239 of the Highway Code, prohibiting unnecessary obstruction of the road. This may include at the rear of the property if safe and legal to do so. For properties with considerable distance between the front of the property and the first safe and accessible point (e.g. a driveway of over 30m), we will discuss an appropriate drop point with you before confirming delivery. We do not deliver:
- through side passages, alleys, garages, or gates;
- into rear gardens;
- into houses, garages or internal buildings;
- through neighbouring land or property.
Where a mutually agreed safe drop point cannot be established, the Company reserves the right to cancel the order prior to the manufacturing of any goods. You (the customer) are responsible for moving the goods onwards from any public highway. Once goods are unloaded, they become your responsibility.
4.3 Our standard delivery vehicle is a 3.5-tonne box van. You must ensure the access road:
- can legally and physically accept a 3.5-tonne vehicle
- is free from weight, width, height, or turning restrictions
- is not obstructed by parked cars, roadworks, or temporary closures
If delivery is attempted and cannot be completed due to access issues that were reasonably foreseeable and not declared to us in writing beforehand, the delivery will be aborted, and an attempted delivery charge will apply. We will take reasonable steps to check access limitations with you before delivery. Damage to lawns, flowerbeds, driveways or surfaces caused by navigating narrow or difficult access routes is the customer’s responsibility.
4.4 Delivery can only take place at an appropriate drop point, where the vehicle can be legally and safely stopped in accordance with UK rules for loading/unloading. We may still deliver to a contentious drop point, such as:
- single yellow lines, during permitted loading times;
- loading bays, during permitted hours;
- residential permit zones, if loading is allowed.
We may also deliver on double yellow lines, in accordance with Rule 238 of the Highway Code, but reserve the right to request you inform the local authority before we confirm delivery if we feel the delivery may cause an obstruction to traffic. If your property is within a restricted zone, or qualifies as a contentious drop point, you must arrange any required permits or written council approval before delivery. If this is not provided, we may cancel or postpone the delivery at our discretion. In every delivery, final decision to stop or unload rests with the Driver, who must comply with road traffic law and safety obligations. In all cases, we cannot deliver where loading is prohibited, including:
- double yellow lines with loading bans (marked by yellow kerb stripes);
- double red lines, red routes or clearways (unless within a specific loading bay area and/or timeslot);
- bus stops, pedestrian crossings, zig-zag markings or any other road marking, configuration or signage that prevents the safe stopping or unloading of the vehicle, as described in Rule 243 of the Highway Code;
- anywhere that creates a danger to road users or pedestrians or totally blocks a single-track road (i.e. one lane for two-way traffic flow).
Any concerns we or you have about the drop point are to be discussed at the point of sale, although may be re-considered by the Company when arranging delivery.
4.5 There must be a clear, safe route from the vehicle to the drop point that meets all the following conditions:
- firm ground;
- free of slip/trip hazards;
- no steep slopes or unstable surfaces;
- free of obstructions (bins, parked cars, walls, hedges, low tree branches).
You must also ensure there is sufficient space for the goods to be placed at the drop point. For uPVC and glass this must include vertical leaning space and not directly onto concrete or other hard surfaces as this is likely to damage the product. If the route or placement area for the goods is unsafe or unsuitable then the goods will be delivered to an adjacent public highway in accordance with Rule 239 of the Highway Code, prohibiting unnecessary obstruction of the road, or returned with the driver and an attempted delivery charge will apply (see Section 5). As per Section 4.2, we do not move goods through neighbouring gardens, garages, or inside buildings.
4.6 We operate throughout England over a set delivery area. Deliveries can occur between 8:00am and 6:00pm on the day of delivery. You can track your delivery vehicle on our website on the day of delivery and our delivery team will call before delivery to advise upon an approximate arrival time. This call should be up to an hour before intended delivery, but may be at shorter notice due to traffic, drop progress or any other delivery factors outside our control.
4.7 Please ensure that an adult with the authority to accept the goods (you or your Agent) are available on the day of delivery and to move the goods onwards (if applicable). Should we arrive and find that no-one is present to accept the goods, we will not deliver the goods: our delivery teams are not permitted to leave any products that have not been signed for.
4.8 An attempted delivery charge will apply, for any delivery where no one is present to sign for the goods. We will remain at location for no longer than 10 minutes, subject to the vehicle being legally and safely parked, after which time the vehicle will depart and delivery will have to be re-organised with our Despatch department. In these cases, an attempted delivery charge still applies.
4.9 Our products contain packaging material with many wrapped in protective packaging for transportation. Any packaging will remain as most should be kept in place until the goods have been installed and must be disposed of by the customer.
4.10 Time shall not be of the essence in this contract. We always use our best endeavours to deliver on the ‘Anticipated delivery date’ (shown on your copy of the order confirmation if you have chosen a delivery date prior to this being printed) or within the ‘Delivery within approximately’ timeframe (shown on your copy of the order confirmation if no specific date has been chosen yet). The Company is not responsible for delivery delays due to reasonable unforeseen circumstances, such as Driver sickness or heavy traffic. In the unlikely event that something does delay your delivery, we will contact you to reorganise your delivery date within a reasonable period of time.
4.11 We will always contact you to agree a delivery date with you prior to us delivering. If you have any questions about your delivery date, please ring our Despatch team on the telephone number given on the first page of the order confirmation.
4.12 You will need to ensure that an adult is available all day to receive delivery of the goods. All units and panels are supplied to site unglazed due to the safety requirements for Manual Handling. Any damaged/broken parts must be raised with the driver at the point of delivery, noted by the driver on our handheld delivery software system. If any damage is discovered after delivery, you must report this to our Customer Service team at cs@dunsterhouse.co.uk within 2 calendar days from receipt of delivery to assist our operational efficiency. This 2-day notification period does not affect your statutory rights.
For sealed units specifically, the Purchaser or their nominated adult must inspect all sealed units at the point of delivery. Any visible damage, breakage, or concerns must be noted and acknowledged with the driver at the time of delivery. Failure to inspect sealed units at the point of delivery, or failure to note damage with the driver will result in any subsequent claims for damaged sealed units being rejected and replacement sealed units will need to be purchased.
4.13 If items are missing from your order, this must be raised with the driver at the point of delivery and noted by the driver on our handheld delivery software system. If missing items are noticed after delivery, you must report this to our Customer Service team at cs@dunsterhouse.co.uk within 2 calendar days from receipt of delivery to assist our operational efficiency. As per Section 4.12 above, this 2-day notification period does not affect your statutory rights. In all cases, we will then deliver the missing items within a reasonable timeframe - typically within one to two weeks assuming replacement parts are in stock, however if we have to back order or manufacture parts then the timeframe may be longer.
4.14 The Company is not responsible for any costs incurred, either to yourself or any third party, for any delays in delivery that impact on any building schedule for any product or item. You must check all parts are present and correct before confirming an assembly date or prior to engaging a third party to carry out the installation so that in the unlikely event that parts may be missing, wrong or damaged you ensure we have reasonable time to arrange for delivery of new parts.
4.15 If you opt to collect you will need to arrange a collection by contacting us on 01234 224498. Once agreed with our Despatch department, if you are collecting your goods you will be notified of a collection date. Please bring a copy of your order confirmation including order number and a form of ID. We are unable to release goods without a valid form of ID. Our team will pick the goods however will be unable to assist with the loading of the items.
4.16 The Company will do all it reasonably can to meet the delivery/collection period advised however unexpected delays can occur. In the unlikely event that these affect the Purchaser's delivery/collection, delivery/collection will be reorganised within a reasonable period of time.
4.17 All risks in the goods shall pass to the Purchaser or nominated Agent upon delivery. However, for sealed units, risk passes only after they have been inspected at the point of delivery and any damage has been recorded with the driver. Sealed units must not be placed directly onto concrete or other hard surfaces. It is the Purchaser’s responsibility to ensure that a suitable, prepared area is available for safe delivery. The Company will ensure its delivery teams do not place sealed units directly on concrete and will instead position them safely on appropriate supports. If no suitable location is provided by the Purchaser, the sealed units will be left in the safest manner reasonably possible, and risk will pass to the Purchaser.
4.18 If we supply goods that differ from those ordered, including higher-value items sent in error, this does not constitute a sale of those goods to you. Title to incorrectly supplied goods remains with us and you are not entitled to keep or use them. We will arrange and cover the cost of any incorrectly supplied items.
5. Additional Costs
5.1 If we attempt a delivery and are unable to do so due to a breach of our delivery terms by the customer then we will make a charge for that attempted delivery which is payable prior to any re-delivery. These charges reflect no more than our direct costs of attempting delivery and will be charged as outlined below, assuming our normal methods/vehicles were utilised.
Order Value Re-delivery Fee
Up to £1000 £50
£1001 – £3499 £200
£3500+ £400
In the unlikely event that we attempted to deliver to you by courier then we will charge you a fee of £10, which is no more than the courier’s cost-plus packaging.
5.2 If there are any additional costs associated with any re-delivery due to a change being required to our normal method of delivery as outlined in our delivery terms for the redelivery then this charge will also be given to the customer and payable before such redelivery takes place.
6. Order Changes and Cancellations
6.1 Your order might be cancelled if the goods you ordered were listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our supplier.
6.2 This order can be cancelled but as all windows, doors and other products are manufactured to the Purchaser's specific requirements and cannot be resold, all costs incurred by the Company up to the point of cancellation including but not limited to manufacture of the goods will be chargeable. If you cancel your order within 2 hours of making payment you will receive a full refund. Any notification of cancellation must be made in a clear statement in writing to cancellations@dunsterhouse.co.uk.
6.3 We may cancel the order if we have offered at least 3 different delivery dates and these dates have been refused by the customer. We reserve the right to cancel the order if we have repeatedly attempted to contact the customer, via phone, text message or email, and have had no contact with you for 2 weeks from the date of the first contact attempt by our Despatch teams. If you are going to be unavailable during the period from ordering your goods until the end of the Turn Around period, you must inform us at point of sale. All costs incurred by the Company up to the point of cancellation including but not limited to manufacture of the goods will be chargeable and deducted from any refund owed due to the bespoke nature of the goods. Goods will be held up until this point and scrapped once cancelled.
6.4 We will automatically cancel all orders if delivery is not successful 4 weeks after the end of the Turn Around period. All costs incurred by the Company up to the point of cancellation including but not limited to manufacture of the goods will be chargeable.
6.5 We will cancel the order if you fail to pay for the goods as outlined in the section ‘Payment’. All costs incurred by the Company up to the point of cancellation including but not limited to manufacture of the goods will be chargeable.
6.6 If we do cancel your order we will notify you and will refund you within 14 days. We will not be obliged to offer any additional compensation for disappointment suffered.
6.7 Any and all changes made to orders will be chargeable to the Purchaser at the cost of those changes as each item is bespoke. This reasonable charge will vary dependent upon the progress already made with the original order prior to any change, and the nature of the change. The costs incurred by the Company are not just limited to manufacturing and physical production costs.
6.8 Should the Purchaser become aware that they need to change their order, whether or not the extent of the change required is unknown, the Purchaser must request in writing that the order is placed 'on hold' so that no further processes are carried out by the Company. The order will only be taken 'off hold' once the Purchaser confirms their changes, if any, in writing.
6.9 The turnaround period will be restarted from the next working day after the Company is informed of any change to the order by the Purchaser. The turnaround period may change in length depending on the type of changes made. In such cases, the Purchaser will be notified of the turnaround period.
7. Installation
7.1 We recommend that a competent or qualified person carries out the installation of the 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 please contact the Company's Customer Service department at cs@dunsterhouse.co.uk.
7.2 Due to on-site handling, installation methods and the type of opening that the goods are being installed into, minor adjustments may need to be made by the installer.
7.3 The Company may make minor technical changes to the specification of the Purchaser's products that will not be to the detriment of their function or appearance and will not affect the price. The Purchaser will be advised of any major changes to be approved by the Purchaser, or the Company will refund the Purchaser in full.
7.4 Before commencing your installation or hiring a third party to install your product, please ensure that the goods have been physically delivered, examined and checked for design details and sizes. Check that all parts are present and correct so that in the unlikely event that parts may be missing, wrong or damaged you ensure we have reasonable time* to arrange the delivery of the new parts before you commence installation, confirm an assembly date or prior to engaging a third party to carry out the installation.(*Please note that a reasonable time would typically be within one to two weeks as parts may need to be manufactured.) Should you use a third party to carry out the installation please ensure that you give them sufficient time to familiarise themselves with and check the materials before committing to an installation date.
7.5 Upon receiving your goods, we recommend you follow the installation instructions carefully step by step, as we will not be held liable for damage claims due to incorrect assembly. Our Guarantees do not include or cover the following should the product fail or not perform due to the following:
- Failure to correctly assemble the goods as per the assembly instructions
- Wilful damage
- Negligence and incorrect use
If you cannot locate your instructions, please check the customer log in area on our website to download your instructions or contact our Customer Services department at cs@dunsterhouse.co.uk.
8. Rectifying Defects
8.1 After delivery of the goods the Purchaser shall examine them as soon as reasonably possible and before removing any existing windows and doors or commencing installation. As per 4.12, please note that any claims for damaged sealed units made after delivery will not be accepted, and replacement sealed units will need to be purchased.
8.2 We will supply goods that are in conformity with the contract. However, should any defect occur with the product within a reasonable period after delivery, please notify the Company is notified of any fault, damage or missing items as soon as reasonably possible in writing from the invoiced customer (named person on order), either by post to Customer Services, Dunster House Ltd. Factory 1, Caxton Road, Bedford, MK41 0LF, or email to cs@dunsterhouse.co.uk. Please include either your order number starting with SO or your postcode so we are able to locate you on our system.
8.3 Our Customer Services department operate a ticket system. On receipt of your email the system will allocate you a ticket number and a queue position. Please be assured that our team will respond, and we recommend not sending multiple emails as this will move your queue position and delay a response.
8.4 Please note that any problems that occur due to the natural properties of the materials are not defects.
8.5 If a defect occurs which is the fault of the Company, the Company will give you appropriate options which may include replacement, repair or partial refund.
8.6 The Company reserves the right, in agreement with the Purchaser, to request an Independent Inspection of any allegedly defective goods, or to carry out a mutually agreed inspection to identify whether the goods have been properly installed, used, maintained, stored or serviced. The Company reserves the right to make a charge to cover any reasonable costs if the goods have not been properly used, installed, maintained, stored or serviced.
8.7 Where the defect is deemed to be the customer’s fault for any reason e.g. incorrect installation, poor maintenance, use of defective materials supplied by the customer or misuse of the product, any rectification will be chargeable to the customer.
8.8 If you do not give us a reasonable opportunity to rectify any defect we will not reimburse you if you choose to rectify it yourself or with a third party.
9. Liability
9.1 If any term or other provision of this Agreement is determined to be invalid, illegal or incapable of being enforced by any rule or law, or public policy it will be severed from the Agreement. All other terms and provisions of this Agreement shall nevertheless remain in full force and effect.
10. Price Promise
10.1 We are so confident with our product and prices that we are offering a price promise. We believe that "You won't find the same quality product, level of service or price to match- If you do, we guarantee we can beat it. "
10.2 This guarantee relates to an equivalent product, with an equivalent level of service, from a company with equivalent history (10 years trading or more) for a lower amount. Please provide us with a copy of a quote or website so we can verify the details.
10.3 We retain the right to refuse this offer. Sash windows not included.
11. Reaching us
11.1 If you need to reach us, prior to delivery please
Call us on: 01234 272 445, or
Write to us at: Dunster House Ltd, Factory 1, Caxton Road, Elms Farm Industrial Estate,
Bedford, Bedfordshire, MK41 0LF
Email us at: windows@dunsterhouse.co.uk / enquiries@dunsterhouse.co.uk
For all post-delivery enquires please write to us detailing your query through either: email at cs@dunsterhouse.co.uk or post your enquiry to: Customer Services, Dunster House Ltd, Caxton Road, Bedford, MK41 0LF.
This will enable us to comprehend your query and respond appropriately and professionally. Please refer to our website for Customer Services opening times.
12. Privacy Policy
12.1 We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the General Data Protection Regulation). For details of our privacy policy please refer to our website www.dunsterhouse.co.uk/privacy-policy
13. Invalidity/Severability
13.1 If any term or other provision of this Agreement is determined to be invalid, illegal or incapable of being enforced by any rule or law, or public policy it will be severed from the Agreement. All other terms and provisions of this Agreement shall nevertheless remain in full force and effect.
13.2 These Terms and Conditions can only be amended in writing by a Director of Dunster House Ltd.
14. Force Majeure
14.1 Under these Terms & Conditions “Force Majeure” is defined as any cause beyond our control including, but not limited to, War, Act of God, Act of Terrorism, Fire, Flood, Explosion, Natural Catastrophes, Civil/Military Disturbances, Strikes, Theft or Weather.
14.2 We will not be held liable or responsible for any failure or delay in our obligations under these Terms and Conditions if the failure or delay is caused by Force Majeure.
Warranties
1. Warranties - Profile Colour
SELECTA SYSTEMS LTD profiles are extruded using formulations that have been tried and tested from our approved suppliers. The warranty is issued based on proven technology for UV stabilised products and in association with our raw material suppliers.
SELECTA SYSTEMS LTD undertake to warrant their PVC-U 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
Foiled Profiles: 5 Years with respect to adhesion of laminate, shape retention and impact strength retention.
2. Warranties - Residential Door Panels
During the period of the warranty any part of the profile found to be defective under the terms of this warranty will be replaced free of charge by SELECTA SYSTEMS LTD and will be delivered by SELECTA SYSTEMS LTD free of charge to the premises of the relevant fabricator.
This warranty is conditional on the profiles being handled and applied in a proper way and in compliance with any instructions, specifications or guidelines that are provided by SELECTA SYSTEMS LTD.
This warranty is effective for a period of ten / five years (whichever is applicable), from the date of delivery of the profile to the fabricator and shall not exceed the provisions contained herein.
This warranty is issued by SELECTA SYSTEMS LTD as an addition to the rights of the fabricator under statute and in no way affects the statutory rights of the fabricator.
3. Warranties - Residential Door Panels
A 5-year Guarantee on the sealed units and a 1-year guarantee on the furniture is provided by the Company, Dunster House Ltd.
4. Warranties - Composite Door Lock Cylinder
A Warranty is provided on the Ingenious lock cylinders by the Manufacturer, Ingenious Locks & Hardware, Whittington Hall, Whittington Road, Worcester, Worcestershire, England, WR5 2ZX free of charge, and forms no part of the overall cost of this order. Dunster House Ltd. is not party to the Warranty in any way. To make a claim against this Warranty, or for any queries regarding it, the Purchaser must contact Ingenious Locks & Hardware. Ingenious Locks & Hardware undertake to warrant their products for a period of 5 years against the event of a break-in succeeding through failure of their products. Further information on the Warranty offered by the Manufacturer can be found at https://apecs.co.uk/aisecure/warranty
5. Warranties – Composite Door Panels
This warranty is issued by DoorCo. M6 Motorway House, Charter Way, Macclesfield, SK10 2NY.
ORiGINAL: 20 year structural guarantee • 10 year guarantee against cracking of internal and external skins, delamination and distortion. • UV stability we guarantee that the test result show over a period of 10 years the colour will not exceed a delta E of 9 according to BS EN ISO 11341 • 10 year solid paint guarantee • 5 year guarantee on stain colour.
• GRiPCORE: 10 year structural guarantee • 10 year guarantee against cracking of internal and external skins, delamination and distortion. •UV stability we guarantee that the test result show over a period of 10 years the colour will not exceed a delta E of 9 according to BS EN ISO 11341 • 10 year solid paint guarantee • 5 year guarantee on stain colour.
• FLiP: 10 year structural guarantee • 10 year colour guarantee for standard through coloured cassettes. 5 year guarantee for colour stability of painted and stained cassettes - we guarantee that the test result show over a period of 10 years the colour will not exceed a delta E of 9 according to BS EN ISO 11341
BRiTDOR: 10 year structural guarantee•10 year guarantee against cracking of internal and external skins, delamination and distortion. • Weathering resistance Discoloration of grey scale stage≥3 is at natural weathering: permitted in accordance with ISO 4582, analysis ISO 105-A02 with a total exposure to radiation of min. 8 GJ/m² as per procedure 1, DIN EN 513. • 10-year colour fast guarantee on PVC skins.
Exclusion from Coverage The following are but not limited to examples specifically not covered by the warranty or which shall void this warranty and will not be considered defects in material or workmanship as applied to this limited warranty:
- Defect or damage arising from shipment or transportation.
- Defect or damage due to improper storage, handling, installation, cleaning, maintenance, finishing, improper glazing, acts of God, intentional human acts, fire, corrosive materials, misuse, abuse, or
- Circumstances beyond the control of DoorCo.
- Attempts to repair the product by someone other than DoorCo or an authorized representative of DoorCo.
- Defect or damage resulting from customer’s failure to perform normal care and maintenance of product.
- All components that are not manufactured by DoorCo.
- Labour, shipping, consequential damage or loss or other charges incurred or claimed by customer.
Doors in which the basic structure has been altered.
Guarantees
1. Sealed Unit (Double Glazing) Guarantee
Dunster House Ltd. (" the Guarantor") hereby guarantees all sealed unit components against visible condensation inside the sealed unit for the duration of 5 years from the first date of delivery.
Covered is the cost of re-supplying an identical or comparable sealed unit to replace a sealed unit that is proven to have visible condensation inside it. This includes the cost of transport of any such sealed unit to the customer's original delivery address providing that this is within the territorial scope of this Guarantee. It does not cover the cost of installation of the sealed unit and does not cover the cost of removing and/or collection of the defective sealed unit. Consequential costs or losses are not covered.
The term 'visible condensation' as used in the Guarantee refers to water droplets forming against the inside surfaces of the panes of glass that are at least 0.5mm in diameter.
This does not affect the statutory rights of consumers, exclude or restrict the liability of the Guarantor for death or personal injury caused by negligence, or for fraudulent misrepresentation.
Conditions
- Any claim must be made in writing and accompanied with a proof of purchase, details of failure and photographic evidence of failure.
- The products must have been correctly installed and only subject to normal domestic use and maintenance. This includes ensuring that drainage holes are kept free of obstruction and that packers are used underneath the sealed unit to hold the sealed unit up from the bottom of the sash.
- No Guarantee is offered on products subject to abuse, negligence, improper use, modifications or attachment to equipment other than our own
- The territorial scope of this agreement is the United Kingdom Only.
Exclusions
- Any sealed unit with broken glass or seals that have been tampered with.
Guarantor's name and address:
Dunster House Ltd.
Caxton Road
Bedford
MK41 0LF
E-mail: cs@dunsterhouse.co.uk
2. Furniture (Hinges, handles etc.) Guarantee
Dunster House Ltd. (" the Guarantor") hereby guarantees all furniture components (hinges, handles, locks) against failure in operation for the duration of 1 year from the first date of delivery.
Covered is the cost of re-supplying an identical or comparable furniture component to replace a furniture component that is proven to have failed in operation. This includes the cost of transport of any such furniture component to the customer's original delivery address providing that this is within the territorial scope of this Guarantee. It does not cover the cost of installation of the furniture component and does not cover the cost of removing and/or collection of the furniture component. Consequential costs or losses are not covered.
This does not affect the statutory rights of consumers, or exclude or restrict the liability of the Guarantor for death or personal injury caused by negligence, or for fraudulent misrepresentation.
Conditions
- Any claim must be made in writing and accompanied with a proof of purchase, details of failure and photographic evidence of failure.
- The products must have been correctly installed and only subject to normal domestic use and maintenance. This includes ensuring that the service instructions in the leaflet 'Looking after your Investment' are followed.
- No Guarantee is offered on products subject to abuse, negligence, improper use, modifications or attachment to equipment other than our own.
- The territorial scope of this agreement is the United Kingdom Only.
Guarantor's name and address:
Dunster House Ltd.
Caxton Road
Bedford
MK41 0LF
E-mail: cs@dunsterhouse.co.uk
- Related Policies, Procedures and Forms
CO-GI-PO-40 – Terms & Conditions
- Department Responsible for Procedure
Operations Department
- Dates Approved or Amended
16 October 2025
15 April 2026
- Contact Information
All questions regarding this document should be sent to Operations ops@dunsterhouse.co.uk
Send notifications of errors or changes to ops@dunsterhouse.co.uk
