Terms & Conditions

Last updated: 14 September 2026

Energy Windows N E Limited
Company number: 08562842 · VAT number: GB173068016
Registered office: 12a Victoria Industrial Estate, Victoria Road West, Hebburn, Tyne and Wear, NE31 1UB
Telephone: 0191 489 5314
Email: info@energywindowsne.co.uk

1. Your order

Submitting an online enquiry, quotation request, appointment request or call-out request does not itself place an order or confirm a visit. We will contact you to discuss the details. Any applicable visit or repair charges will be explained before you agree to the work.

Your written quotation, agreed specification, order confirmation and these terms describe the work we will undertake. Please check the product details, colours, opening styles, glazing and installation requirements before approving your order.

Nothing in these terms limits your statutory consumer rights.

2. Technical survey

Orders requiring a technical survey are subject to confirmation that the proposed installation is suitable. If the survey identifies changes to the specification, price or work required, we will explain these and obtain your agreement before proceeding.

If we cannot carry out the agreed work and you do not accept an alternative, we will cancel the affected work and refund payments relating to it.

3. Prices and payment

The quotation will state the total price, including applicable VAT, together with the deposit and any payment stages.

Unless another arrangement is agreed in writing, the balance becomes due when the agreed installation is completed. Please tell us promptly about any disputed amount so we can investigate. These terms do not remove your legal rights to withhold an appropriate amount where work or goods are defective.

4. Changes to your order

Changes requested by either party must be agreed in writing, including any effect on price or completion dates.

We will not make material changes to the agreed appearance, performance or specification without your agreement.

5. Access and preparation

You must provide reasonable, safe access to the working area and tell us about known hazards or relevant property restrictions.

Please move fragile items and clear the immediate working area before installation. Any need for access to electricity, water or additional preparation will be discussed with you.

6. Installation and making good

We will carry out the work with reasonable care and skill. Your quotation will explain what removal, disposal, finishing and making-good work is included.

Redecoration is included only where expressly agreed. This does not exclude our responsibility for damage caused by our failure to exercise reasonable care and skill.

7. Installation dates and delays

We will agree an installation date or estimated period and keep you informed of significant changes.

If a delay occurs, we will explain the reason and discuss a revised date. Your statutory rights concerning delay, cancellation and refunds remain unaffected.

8. Cancellation

Your cancellation rights depend on how the contract is agreed and whether the goods are genuinely made to your specifications.

Where a statutory cancellation right applies, we will provide the required information, applicable deadline and cancellation form before you enter the contract.

Genuinely bespoke goods may be exempt from the statutory change-of-mind cancellation right. We will explain any applicable exemption before you order. This does not affect your rights where goods are faulty, misdescribed or incorrectly installed.

If you ask to cancel where no statutory or additional agreed cancellation right applies, we will consider your request. Any cancellation charge must be fair, reflect losses reasonably incurred because of the cancellation, and take account of costs saved or amounts recovered. We will explain any proposed deduction.

9. Product quality and condensation

Goods must meet the agreed description and applicable statutory quality requirements.

Condensation can depend on ventilation, humidity, temperature and other building conditions. We do not promise that replacement windows will eliminate all condensation. This does not exclude responsibility for a defective product or incorrect installation.

Any assessment of glass appearance must use an appropriate standard and must not remove your statutory rights.

10. Guarantees and registration

Your written guarantee will explain its provider, duration, coverage, exclusions and claim procedure.

For eligible work, we will arrange the applicable CERTASS registration and provide details of certification and any insurance-backed guarantee included with your order.

Guarantees are additional to your statutory rights.

11. Problems and complaints

Please contact us promptly if you believe there is a problem, giving your name, installation address, order reference and a description of the issue. Photographs may help us assess it.

We will investigate and arrange an appropriate remedy where required. Contacting us by telephone or email does not affect your statutory rights.

12. Personal information

We use personal information to handle enquiries, fulfil orders, register relevant installations and provide aftercare. Our Privacy Notice explains this processing and your information rights.