Cancellation & Refund Policy

Sussex Window Works Ltd supplies windows, doors and related products that are generally made to measure and manufactured specifically for an individual customer's property.

Because of the bespoke nature of these products, cancellation and refund arrangements may differ from those applying to ordinary off-the-shelf goods.

Nothing in this policy affects your statutory rights.

Cancelling an Order

If you wish to cancel an order, please contact Sussex Window Works Ltd in writing as soon as possible.

Whether an order can be cancelled and whether any charges will apply will depend upon the stage the order has reached.

Our customer contract provides that cancellation requires our written agreement.

Made-to-Measure Products

Windows, doors and other products are generally manufactured specifically for your property using measurements, colours, configurations and specifications agreed with you.

Once an order has entered manufacture, it may not be possible for us to reuse or resell those products.

We will explain any applicable cancellation charge having regard to your individual contract, the stage reached by the order and your applicable statutory rights.

Cancellation Following Survey

Orders are subject to our final survey.

If our survey establishes that the proposed installation is not reasonably feasible and Sussex Window Works cancels the agreement for that reason, any deposit paid will be returned and the agreement will end without further obligation.

Cancellation by Sussex Window Works

If circumstances outside our reasonable control mean that we are unable to fulfil your order and we cancel the agreement, your deposit will be returned in full and you will have no further obligation under that order.

Faulty or Damaged Goods

Cancellation of an order is different from your rights where products are faulty, damaged or have not been supplied in accordance with the contract.

If a product supplied by Sussex Window Works is damaged or faulty, please contact us promptly so that we can investigate.

Where appropriate, Sussex Window Works will repair or replace the product.

This does not affect your statutory rights.

Payment Refunds

Where a refund is approved, we will normally return the refund to the original payment method used for the payment.

We aim to process approved refunds promptly and normally within 5 working days of confirming that the refund is due.

Once we have processed the refund, the time taken for the funds to appear in your account will depend on your bank, card issuer or payment provider. In some cases, this may take up to 10 working days.

A refund of a card payment does not necessarily mean that the underlying contract has been cancelled. Any refund will be considered in accordance with your individual contract and applicable consumer rights.

If you believe you have made an online payment in error, please contact us promptly and quote your invoice number and payment reference where available.