Legal

Terms & Conditions

General

Most of the doors and windows we sell are either reclaimed, surplus stock or mis-measured items (products that have been manufactured to the wrong specification). By buying from us you are giving a door or window a second chance, helping to reduce waste and prevent any additional damage to the environment.

All of our products go through a multi-stage quality assurance check procedure. We make every effort to ensure that all products we supply are fully functional, complete wherever possible and accurately described. Where there are defects, these would have been listed in the description and you would have been made aware before finalising the sale agreement.

As some of the items are pre-owned, there may be some wear marks, defects or missing parts, all of which would have been documented and photographed in the listing, as well as described verbally at the point of sale.

Although we try to describe items as accurately as possible, there may be the odd occasions where measurements may have been inaccurately made or transcribed. It is therefore important that the customer confirms the suitability of the product prior to commencing building work.

Customers cannot purchase any parts or paint for the items and request a refund without prior agreement with the company. We do not offer compensation for anyone's time spent loading, unloading, moving the items, purchasing, fixing, or installing parts or painting. Any concerns should be raised at the moment of delivery / collection and must be agreed upon during delivery / collection; otherwise, no compensation will be provided.

Right to Refuse Service

We advertise across multiple platforms and reserve the right to refuse or cancel any order if an item has already been sold, is out of stock, damaged, or for any other valid reason. We also reserve the right to refuse service to any customer (or their associates) who is rude, abusive, or threatening toward our team, as well as to anyone linked to individuals on our blacklist.

Delivery

We can provide an in-house delivery service at a very competitive price. Please check our postcode finder for guidance pricing on delivery costs or contact our sales team who will be happy to help. Please note that the delivery price given is only a guide price as we may need to factor in other costs (Toll Charges, ULEZ and Congestion Charges) required to make the delivery.

We aim to clear our warehouse as quickly as possible, so delivery can take anywhere from one day up to two weeks, depending on stock and location. To keep shipping costs low, we don't offer fixed days or time slots, but you'll receive a confirmed delivery window (date and approximate time) 24–48 hours beforehand. If you require delivery on a specific date, please enquire about our premium delivery service (additional fee applies). If you need us to store your items, please let us know — storage fees will apply.

When your purchase is processed by our sales department, you will be requested to assist with unloading the purchased products from the delivery van. This practice is essential to help us maintain reasonable delivery costs. It's your responsibility to assess the situation and decide whether you can provide assistance. You can decline to assist with unloading when the sale is processed.

If you decline to assist with unloading, we will need to send one or two additional drivers, and each person will cost an additional £200. We find that many of our customers appreciate the cost-saving advantages of participating in the unloading process.

Our company has 10 years of experience transporting large, heavy and fragile items such as doors and windows and we take care to securely strap and protect items during transit in our vehicles. We take full responsibility for the safe delivery of items that are entrusted to our delivery team.

Please note that we provide curbside delivery only. If the driver voluntarily assists with moving items to another location on your property, we do not assume responsibility for these actions.

The customer is responsible for inspecting the item(s) upon delivery and ensuring that they have all the parts associated with it.

Identification Requirement for Delivery

We reserve the right to request a valid form of identification upon delivery to confirm that we are delivering the order to the correct recipient. If the person receiving the delivery is unable to provide proof of identity matching the order details, we reserve the right to refuse delivery and return the item.

Free Delivery Offer

Please note that our free delivery service is subject to certain terms and conditions. Should you decide to return your order, the following fees will be deducted from your refund:

• £40 administrative charge
• £45 delivery charge
• £45 collection charge

Alternatively, you are welcome to return the item yourself to our warehouse to avoid the collection charge.

Assistance with Offloading

Please note that deciding to assist with offloading is entirely your responsibility. You must assess your own capabilities and strength before choosing to help. We do not assume any responsibility for your decision, and we are not liable for any injuries to you or damage to the item that may occur during offloading. Additionally, if the item is damaged during this process, we reserve the right to refuse a return.

Are there extra charges for multiple item deliveries?

For the majority of sales, there is no extra charge when delivering more than one item, although we reserve the right to increase charges in exceptional circumstances.

Very large items (over 5.5m in length) or items that cannot be fitted into our vehicles may require specialist courier services which we can arrange at additional cost.

When can I expect delivery of my order?

Delivery schedules can vary depending on location. We schedule deliveries within the Home Counties on a weekly basis and our aim is to deliver nationally within two weeks.

Our delivery routes generally cover an area of around 150 miles radius from our base in Luton (Bedfordshire).

Please contact our Sales Team for deliveries outside our delivery area as we may be able to arrange delivery through our approved couriers.

Cancelling or rescheduling a delivery

If you choose to cancel an already scheduled and agreed delivery, please be aware that you will incur additional charges for rescheduling the delivery, subject to availability in our system. Additionally, there will be storage charges applied. For detailed information on storage charges, kindly refer to the Storage section. It's important to note that if you decline the initially offered delivery date, we reserve the right to impose additional storage charges as outlined in that section.

Collection

All our products are available for collection during normal working hours. If you require collection outside of these times please speak with our sales team who may be able to assist. We strongly advise that you measure the carrying capacity of your vehicle prior to collection, to ensure that it will fit into the vehicle.

We are unable to provide wrapping, packaging material or straps that may be required during transit and advise that you bring whatever you require to securely transport your item with you. If you are using a third-party courier please ensure they are aware of this requirement.

Green Doors and Windows Ltd cannot wrap items prior to collection and cannot be responsible for items that are damaged during the loading and transported by yourself or a third party courier. Our staff will be on hand to help move the item to the courier vehicle.

Green Doors cannot be responsible for items that are damaged while loading, transported by yourself or a third party courier. There are plenty of staff more than happy to help you load, should you need a hand.

The customer is responsible for inspecting the item(s) upon collection and ensuring that they have collected all the parts associated with it. Green Doors is not responsible for any items that the customer may have missed during the collection process.

Glazing

All glazing units are checked for condensation and replaced if required, any that are not replaced you will be made aware of. The new glazing units our glazier provides come with a 5-year (wooden units) or 10-year (uPVC or aluminium units) warranty and they are required to meet the Glass and Glazing Federation (GGF) Code of Good Practice that are in place at the time of purchase.

Any minor defects or blemishes within the glazing unit should be within the GGF accepted guidelines (a copy of which can be requested if required). Glazing units need to be inspected before any rendering, plastering or other work adjacent to the glazing is carried out.

Glazing in pre-owned units we sell is not covered by the GGF code.

Green Doors and Windows Ltd cannot be held responsible for any delays that may be incurred due to the late delivery of glazing units which, in turn, delays the delivery of our product to you. Unfortunately, we are unable to deliver the product separately from any associated glazing unit, without having to charge for two separate deliveries.

Fitting

We advise that customers do not prepare openings in readiness for the delivery of our products, until the product has arrived. Should the product not prove satisfactory for the customer, we may not be able to provide a suitable alternative as we are not a manufacturing company, so cannot provide bespoke items.

We cannot provide compensation for any building work carried out in anticipation of the delivery of our products or for any costs incurred in the fitting of the products.

Please do not fit any doors or windows until you are fully satisfied with the product as we cannot be held liable for any cost incurred as a consequence of fitting. Damage that is caused during the fitting of our products will not be our responsibility.

To ensure the item functions properly, please use a "FENSA approved installer" when fitting the item. This ensures correct installation. You must provide their FENSA details and telephone number when requesting after-sales care from us. Please note, we reserve the right to withhold after-care service if the item was not installed by a FENSA approved fitter.

It is important that doors and windows are fitted by an accredited installer in order for them to function correctly. This is especially important in respect to bi-folding, sliding and French doors as these products need to be fitted with precision. The glazing units within them need to also be "toe & heeled" so as not to put excess weight on the hinges and moving mechanisms. Doors not installed correctly could cause issues with the operating & locking mechanism and malfunction after fitting.

Green Doors and Windows Ltd cannot be held responsible for poor workmanship in the installation of our products. We would not recommend that a general builder or carpenter would attempt to install our products, especially bi-folding, sliding and French doors.

Storage

If you need us to store your items, please let us know when placing the order, storage fees will apply.

If you require us to store the items please see below the storage charges. This fee is calculated based on the specific items ordered and their dimensions. It helps cover warehouse costs and optimises space utilisation, as each stored item impacts available storage for others. Kindly note that the storage fee must be paid in advance. The pricing below applies for week 1 and 2 of storage:

Please note that following the initial 2 weeks of storage, the prices will double every 2 weeks unless a storage agreement was arranged at the point of sale.

Items can be stored for a maximum of 3 months. After this timeframe, a delivery date must be scheduled within a week of the call. If scheduling a delivery isn't feasible, a 50% refund for the item/items will be issued (storage charge not eligible for a refund).

Kindly be aware that storage costs are to be maintained monthly. Should you wish to store items, full payment is required.

Please note that if an item has been stored with us for 60 days, you will have only 14 days from delivery to arrange a return.

Returns

At Green Doors and Windows Ltd, we understand that our customers may re-evaluate their building plans or realise post-delivery that a product doesn't fit their requirements.

We offer a 60-day return period for items no longer required, provided they are in the same condition as delivered. Refunds will be given minus any associated delivery, administrative, and collection fees.

Beyond the 60-day period, we may decline refund requests for items customers no longer need.

For locations within our delivery radius, our in-house logistics department will facilitate the return.

If you're outside our delivery area, you will need to arrange and bear the return expenses.

If you are within our coverage zone, a Green Doors representative will contact you to fix the collection date. Collections will be scheduled anytime within the next three working weeks.

Once our driver or a specified courier picks up the returned item, an inspection phase spanning approximately 5 working days will commence.

Ensure the product is repackaged as initially received and all components are intact. While an initial assessment is done during collection, a comprehensive check will take place at our warehouse.

A fixed fee of £40 (+3.5% of any Klarna order) will be deducted from your refund/cancellation.

Why there is a £40 admin fee (+3.5% of any Klarna order) for returns and cancellations

As much as we would like to waive this fee, unfortunately, it is not possible due to the high costs associated with cancellations.

• Transactional fees: Our card fees range from 1% to 2.8%. Klarna charges 4.99%. When transactions are refunded, no payment provider refunds the transaction fees.
• Re-listing costs: Our business is unique, and 99% of our products are unique. When an order is cancelled, we have to re-list the product, which costs us both time and money.
• Storage and delivery: We have multiple warehouses, so items may have been brought over to our main warehouse for delivery, which incurs labour and fuel costs.
• Paperwork and admin: Once an order is placed, we have to process it through the system, issue invoices, and remove the item from all selling platforms. Once the sale is cancelled, we also have to process the return credit note and issue the refund.

Should any essential parts be missing, we reserve the right to either delay the refund or adjust the refundable amount.

Following a successful inspection with no missing components, the due refund will be credited within the next 5–10 working days.

We can't refund bespoke glazing units you've sanctioned us to source from external glazing entities. This ensures we aren't stuck with specific units that may not suit other clients' needs.

Ownership of goods remains with the seller until they have been collected or delivered, and full payment has been received. Items may not be collected or delivered without payment in full.

We strive to ensure our customers are pleased with our offerings and will always honour rights detailed in the Consumer Rights Act 2015.

Thank you for choosing Green Doors and Windows Ltd.