Terms of sale

1. Who we are. Sash & Pane is a trading name of Valinor Holdings Limited, registered in England & Wales, company no. 16552620; registered office: 7 Orchard Street, London E17 6LE. "We/us" means Valinor Holdings Limited; "you" means the customer.

2. What we sell. Made-to-measure timber windows and doors, manufactured to the dimensions and specification you approve. Because every item is made to your measurements, these are bespoke goods in law. We supply only — we do not install.

3. Ordering. Your order proceeds in three steps: (a) you configure and pay the deposit; (b) we issue production drawings showing every item's final dimensions; (c) you approve the drawings, and manufacture begins. Nothing is manufactured until you approve your drawings.

4. Prices and payment. Product prices are in GBP and include VAT at the prevailing rate. Delivery is estimated at checkout and the exact amount is confirmed on your balance invoice; the balance (including any delivery adjustment) is payable before dispatch. Payment: 50% deposit at order; the balance before dispatch. We invoice the balance when your order completes manufacture; dispatch and delivery are booked once it's paid. If the balance remains unpaid 30 days after invoice, we may charge reasonable storage.

5. Cancellation. Up to the moment you approve your production drawings, you may cancel for a full refund of your deposit. Once you approve the drawings and manufacture begins, the order cannot be cancelled: made-to-measure goods are exempt from the usual 14-day distance-selling cancellation right (Consumer Contracts Regulations 2013, reg. 28(1)(b)). This does not affect your rights in respect of faulty goods.

6. Measurements and re-makes. (a) If we manufacture outside the dimensions you approved, we re-make the affected item free of charge, with priority. (b) If you used our measuring service (£249), we guarantee the fit: a mismeasure by our surveyor is re-made free. (c) If you supplied your own measurements and an item does not fit, we will re-make it at 70% of the then-current list price. (d) Items faulty or damaged on arrival are replaced free — report within 48 hours (statutory rights unaffected).

7. Delivery. Anywhere in the UK, kerbside, on an agreed date. Risk passes to you on delivery; title passes on receipt of full payment. You are responsible for safe storage and for your installer from that point.

8. Guarantee. 10 years joinery and construction; 5 years factory paint finish; 5 years sealed glazing units — per our published guarantee terms, which form part of these terms. Statutory rights unaffected.

9. Liability. Nothing in these terms limits liability for death or personal injury caused by negligence, or fraud. Otherwise our liability under an order is limited to the price paid for that order; we are not liable for installation costs, consequential loss, or delay outside our control.

10. General. These terms are governed by the law of England & Wales; courts of England & Wales have jurisdiction. We may update these terms; the version at the time of your order applies.