What to know about deposits, contracts and cancellation rights before you sign anything.
It is common practice in the glazing industry for installers to request a deposit on order, with the balance due on or after completion, though exact arrangements vary between companies. Always get the deposit amount, payment schedule and what happens to your deposit if the order is delayed or cancelled clearly stated in writing before you pay anything.
A written contract should clearly set out the specification agreed, total price, payment schedule, estimated lead time, and guarantee terms. It should also reference the company's terms and conditions, including what happens in the event of a dispute. Never proceed on a verbal agreement alone, however trustworthy the salesperson seems.
Under the Consumer Contracts Regulations, if you agree to a purchase away from the trader's business premises, such as during a home visit, you typically have a fourteen-day cooling-off period during which you can cancel without penalty. There are specific rules around work starting during this period, so ask your installer to explain how this applies to your order.
If you decide to cancel within your cooling-off rights, you should notify the company in writing as soon as possible and keep a copy of your cancellation notice. A reputable installer will handle this professionally and refund any deposit paid where cancellation rights genuinely apply, in line with the relevant consumer protection rules.
Consumer protection law also covers the quality of goods and services supplied. If work is not carried out with reasonable care and skill, or products are faulty, you generally have the right to have issues put right, and in some circumstances to a partial refund or replacement. Document any issues clearly and raise them with the company promptly and in writing.
If a dispute cannot be resolved directly with the installer, organisations such as Citizens Advice or trade body dispute resolution schemes can offer independent guidance. Keeping thorough records, including your contract, correspondence and photographs of any issues, will make it much easier to resolve a dispute fairly if one arises.
There is no legal requirement to pay a deposit, but it is common commercial practice in the glazing industry, particularly for bespoke manufactured products. Always ensure the deposit terms are clearly documented before you pay.
Under the Consumer Contracts Regulations, purchases agreed away from a trader's premises typically carry a fourteen-day cooling-off period, though specific rules can apply if you request work to begin sooner. Ask your installer to confirm exactly how this applies to your order.
You are generally entitled to cancel within the cooling-off period by notifying the company in writing, subject to any specific conditions around work already started or bespoke items being manufactured. Check your specific contract terms for full details.
Raise the issue with the installer promptly and in writing, with photographs where relevant, and give them a reasonable opportunity to put things right. If the issue remains unresolved, independent advice from a body such as Citizens Advice can help clarify your options.
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