What types of façade systems do you install?

We install rainscreen cladding, metal facades, composite panels, decorative façade systems, and fire-safe cladding solutions.

Do you offer fire-safe cladding replacements?

Yes, we provide certified fire-safe cladding solutions for commercial, industrial, and residential buildings according to UK regulations.

Terms & Conditions

General Terms and Conditions for the use of this website.

Please note that these terms and conditions are for the use of the website only, any agreed contract will contain our full terms and conditions relevant to that contract. We offer a bespoke full service based on the client’s specific requirements, their technical specifications and their required timeframe.

Our website is a small window into our services and projects which our client’s needs will expand. However, we are the owner or the licensee of all intellectual property rights in our website, and in the material, such as images and copy, published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

This website makes no commitments and none should be inferred. Any commitment will only come in the form of a written contract.

Governing law.

These terms of use, their subject matter and their creation (and any non-contractual disputes or claims) are governed by English law. By using this site, you agree to the exclusive jurisdiction of the courts of England and Wales.

Terms and Conditions

Introduction

Welcome to the Façade Creations Ltd website. These Terms and Conditions (“Terms”) govern (a) your use of our website and (b) any purchase of goods or services from Façade Creations Ltd (“we”, “us”, “our”). By accessing our website or placing an order, you agree to these Terms. If you do not agree, you should not use this website or order our goods/services.

These Terms are designed to comply with current UK laws and regulations, including the Consumer Rights Act 2015, the Electronic Commerce (EC Directive) Regulations 2002, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the UK GDPR and Data Protection Act 2018, and the Business Protection from Misleading Marketing Regulations 2008 (among others). Nothing in these Terms will affect your statutory rights as a consumer under these laws.

Scope of Goods and Services

Façade Creations Ltd specializes in the design, supply, and installation of external building façade products and related services. Our offerings include bespoke design solutions tailored to each client’s specifications (a “Bespoke Order”), as well as standard facade components and consulting services as described on our website. All products we supply, whether standard or bespoke, are intended for construction and installation projects; any design or technical advice we provide is part of our service offering.

Please note that most of our goods are custom-manufactured or sourced to meet your specific requirements (e.g. dimensions, materials, finishes). Bespoke or personalized goods are exempt from the usual 14-day consumer cooling-off cancellation period under UK law (see Cancellation and Returns below for details). We are committed to ensuring that all goods and services we provide conform to the agreed specifications and are of high quality, in compliance with the Consumer Rights Act 2015. This means the goods will match their description, be fit for their intended purpose and of satisfactory quality. Services we provide (such as installation or design services) will be carried out with reasonable care and skill, as required by law.

Our website content (including product descriptions, drawings, images, and case studies) is provided to give you an overview of our goods and services. Any images, drawings or descriptions on our site or in our brochures are for illustrative purposes only. They are not guaranteed to be an exact representation of the final goods or part of the contract, but we endeavor to ensure all such marketing materials are accurate and not misleading. In accordance with the Business Protection from Misleading Marketing Regulations 2008, we will not knowingly make false or misleading claims about our products or services.

Placing an Order & Contract Formation

Order Process: Our typical ordering process for bespoke projects is as follows:

Initial Inquiry: You contact us to request a quote for specific goods and/or services. We may discuss your requirements, conduct site visits, or review specifications before preparing a quote.
Quotation: We will provide you with a written quotation detailing the proposed goods/services, technical specifications or design, the price (fee) including any applicable VAT and other charges, estimated lead times, delivery address, and any special terms or limitations of liability. This quotation constitutes our offer to you to supply the goods/services as described. Quotes are generally valid for 14 days from the date of issue (“Quotation Period”), unless stated otherwise.
Your Acceptance: To accept the quotation, you must notify us in writing within the Quotation Period (e.g. by email or letter) confirming you accept and wish to proceed. You should carefully review the quotation and these Terms before accepting. By accepting, you confirm that all specifications in the quote meet your requirements and that you agree to be bound by these Terms. If anything is unclear, please contact us to discuss before accepting.
Order Confirmation & Invoice: Upon receiving your written acceptance, we will confirm the order and issue you an invoice for the agreed price. At this point (and provided the payment conditions below are met), a contract will come into effect (“Commencement Date”) between you (“Customer”) and Façade Creations Ltd for the sale of the goods and/or provision of services detailed in the quotation. We will reference these Terms in the order confirmation or invoice.
Payment: You must pay the invoice in accordance with the payment terms (see Pricing and Payment section). For most orders, full payment is required upfront within the acceptance period to form a binding contract. In some cases, we may allow a deposit (see below). If you fail to pay as required, no binding contract will exist and we will not be obliged to supply the goods/services.
Fulfilment: Once payment is received (or the required deposit for qualifying orders), we will proceed to fulfill your order. This may include finalizing designs, procuring or manufacturing materials, and scheduling installation/delivery. We will use all reasonable endeavours to meet any agreed delivery or installation date (see Delivery and Fulfilment section).
Delivery & Acceptance: We will notify you when the goods are ready to be delivered or installed. The goods and any agreed installation services will be provided on the scheduled date, at which point you (or your authorized recipient) will receive them. Acceptance of the goods/services occurs on the date of delivery to you or completion of installation. (Note: This does not affect your legal rights regarding faulty goods or poor services but signifies that the order has been fulfilled.)
Contract Formation Exceptions:

For supply-only orders (goods without installation) we may allow a 60% non-refundable deposit to form the contract, with the remaining 40% payable on or before delivery. In such cases, the contract becomes binding once the deposit is paid within the acceptance period.
If we agree to a staged payment plan or credit account, the contract is formed when you pay the first scheduled payment (or deposit) as per the invoice terms, and you must then pay remaining instalments by the dates specified.
If no payment is made within the acceptance period (and no other arrangement is agreed in writing), the quotation/offer lapses and we reserve the right not to proceed.

No Other Terms: These Terms (together with any terms stated in our quotation or invoice) form the entire agreement between you and Façade Creations Ltd for your order. Any terms you seek to impose (for example, in a purchase order or correspondence) are excluded and will not form part of the contract, unless expressly agreed in writing by us. In particular, any standard terms of purchase you may have are overridden by these Terms. If we have published earlier versions of terms on our website, the version in effect at the time of your order (as referenced in the quote/invoice) will apply, superseding any prior terms.

Checking Your Order: It is your responsibility to ensure all details in the quotation and order confirmation are correct and complete. Please review specifications (measurements, materials, designs, quantities, etc.) carefully. If you need to correct any errors or make changes, inform us immediately. Changes after the order is confirmed may not be possible or may incur additional costs (see Changes to Order below). We are not liable for any inaccuracies in specifications that you provided to us. By accepting the quotation, you warrant that any information or specification you have provided is accurate and suitable for your needs.

Pricing and Payment

Prices: All prices for our goods and services are specified in the quotation or invoice. Unless stated otherwise, prices are in Pounds Sterling (GBP) and exclusive of VAT (UK Value Added Tax) and any other applicable taxes. Any VAT or taxes will be indicated on the invoice and charged at the prevailing rate. The price will also include any additional costs or charges we have itemized, such as packaging, delivery, insurance, or special handling fees – these will be clearly listed in the quotation/invoice. We take care to ensure pricing information is correct. However, if we discover an obvious error in price, we will inform you as soon as possible and give you the option to reconfirm the order at the correct price or cancel for a full refund.

Quotation Validity: Quotations are generally valid for 14 days (the “Quotation Period”). If you accept after this period, we may need to re-issue a quote (for example, if material costs have changed). A quote that has expired is not binding until re-confirmed by us in writing.

Payment Terms: Payment is due as per the schedule on your invoice. Standard terms are: 100% payment upfront at the time of order acceptance (within the acceptance period) for full supply-and-install contracts. For supply-only product orders, we require a 60% non-refundable deposit at order confirmation and the remaining 40% upon delivery of the goods. If we approve a different instalment plan or you have a credit account with us, the invoice will specify the amounts and due dates for each payment.

All payments must be made in GBP via bank transfer (BACS) to the account details provided on our invoice, unless we explicitly agree to accept an alternative payment method. Ensure you include any reference information we request to match your payment. You are responsible for any bank charges or transfer fees so that the full invoice amount is received by us.

Payment Confirmation: We will issue a receipt or payment confirmation once we have received your payment in full. If you have paid a deposit for a supply-only order, we will confirm receipt and remind you of the balance due on delivery. We will not begin procurement, production or delivery scheduling until the required payment has cleared in our account. The timeline for funds to clear depends on your payment method, and we are not responsible for delays caused by banking processes. If payments are made in instalments, we reserve the right to pause work and withhold delivery at any stage until the corresponding payment is received.

Changes to Order: Once an order is confirmed and we have started obtaining materials, planning or work, you cannot make changes to a bespoke order without our written consent. Any requested modification (e.g. design alteration, quantity change, specification tweak) is subject to our approval. We may, at our discretion, allow a change and if so, we will inform you of any adjustment to the price or timeline. Generally, if materials have already been ordered or work has begun, changes will increase the cost. We will issue an additional invoice for the extra costs due to the change, which must be paid within the period specified. If you do not pay for the approved changes, we reserve the right to revert to the original order specification and price. Note that even if changes are made, any original delivery timeline may restart from the date of change (since new materials or re-planning might be required).

Additional Charges: The quoted fee covers the work as specified. If it becomes necessary to incur extra expenses to fulfill your order (beyond those included in the quote), we will seek your approval first. For example, if you request an upgraded material or if unexpected site requirements demand additional components, we will inform you and only proceed with your written consent to the extra charges. Any such additional costs will be invoiced to you.

Late or Missed Payments: Time of payment is of the essence. You must pay all invoices by the due date agreed, without any set-off or deduction (you cannot withhold any part of payment for any counterclaim or dispute, except as required by law). If you miss a payment deadline, we will send you a reminder (by email or letter) requesting immediate payment. If payment is still not made, we reserve the right to suspend further work or deliveries and ultimately to cancel the contract for your breach. In such case, we may keep any sums already paid (as compensation for work done and costs incurred) and you will remain liable for any balance of work already completed or goods delivered.

Additionally, we may charge interest on overdue amounts. Interest will accrue on any late payment at 3% per annum above the Bank of England’s base rate, from the date the payment was due until the date it is received in full. This interest will accrue daily. We may also claim reasonable debt recovery costs as permitted by law. These remedies are in addition to any statutory right to interest (for example, under the Late Payment of Commercial Debts (Interest) Act for business transactions).

If you are on a credit account or installment plan and miss a payment, we may terminate that arrangement immediately – meaning the full remaining balance becomes due and payable, and any credit facility is withdrawn. We also reserve the right to offset any amount you owe us against any amount we might owe you.

Retention of Title: All goods supplied remain our property until paid for in full. Ownership (title) of the products will not pass to you until we have received cleared funds for the full price of the goods and any other sums due. This means if you have only paid a deposit or part-payment, the goods remain ours until the balance is paid. However, risk in the goods passes to you upon delivery (see Delivery section), so you should insure any goods that have been delivered to you even if not fully paid. Until title passes, you must not sell or encumber the goods and must keep them safe and identifiable as our goods. We have the right to reclaim any goods which have not been paid for (even if delivered) in accordance with our legal rights.

Delivery and Fulfilment

Lead Time: We will make every reasonable effort to supply and deliver your goods, or perform installation services, by the agreed date or within the estimated timeframe discussed. Lead times will be specified in the quotation or confirmed when you place your order. However, all delivery or installation dates are estimates – time is not guaranteed unless we explicitly promise a “time is of the essence” deadline in writing. We cannot be held liable for minor delays or delays due to circumstances beyond our control (see Force Majeure below).

Method of Delivery: We will deliver the goods to the address provided in your order or quotation. Delivery may be carried out by our own team or by a reputable third-party carrier. For large installation projects, delivery will typically occur directly to the site on the scheduled installation date. We will give you advance notice of delivery dispatch or the delivery/installation appointment.

Risk and Title: The risk of loss or damage to goods passes to you once the goods are delivered to your address or site and signed for (or when installation is completed, if we are installing). This means that after delivery, you are responsible for protecting the goods from loss or damage. If you have arranged your own carrier to collect the goods from us, risk passes to you upon collection by that carrier. (Note: if you are a consumer, and we arrange delivery, the law says risk passes on physical receipt of the goods by you or your designated recipient, not earlier. We insure goods in transit until they reach you.)

Ownership of the goods remains with us until full payment is received, as explained under Retention of Title in the Pricing and Payment section. If you have not paid in full by the time of delivery (e.g. paying balance on delivery), we deliver the goods to you on trust and reserve the right to retrieve them if you fail to pay the remaining amount.

Inspection on Delivery: Upon delivery, you (or your agent receiving the goods) should inspect the items for any obvious physical damage, shortages, or errors. Please report any issues within 48 hours of delivery so we can address them. For installed goods, we will consider the works complete once you sign off the job or if you begin using the goods, but you should still notify us promptly of any concerns. Any minor issues or defects that do not prevent use of the goods should be noted and we will arrange remedies in line with the Warranty section.

Acceptance: You will be deemed to have accepted the goods and services on the delivery/installation date except to the extent you inform us of a problem (damage, not as described, etc.). Acceptance in this context means you acknowledge we have fulfilled the order. This does not waive your right to seek remedies for defective goods or services discovered later (within warranty or statutory periods). It does, however, mean that after delivery, the order is considered completed and any further requirements would be a new order or warranty claim rather than part of the original order process.

Installation Services: If we are providing on-site services (such as fitting façade panels, windows, etc.), you must ensure the site is prepared and accessible at the agreed time. We will let you know in advance if you need to arrange any site preparations (e.g. scaffolding, permits, clearing the area). If we arrive to find the site unsuitable or unsafe for installation, we may charge for wasted time or reschedule at our discretion. We will perform the installation with reasonable skill and care, and in compliance with applicable health and safety regulations. Our team or subcontractors will follow any site rules you provide, as long as you communicate them to us in advance.

During installation, please keep the work area clear of other trades or obstructions. We ask that you (or someone on your behalf) be available on site or reachable to resolve any queries during the work. Once installation is finished, we will do a walkthrough with you (if you are present) to confirm completion.

Failure to Deliver: If we fail to deliver the goods or services by a date agreed as essential, you may have the right to cancel the order and receive a refund for undelivered items. If no specific essential date was agreed, we will try to deliver within a reasonable time. In the rare event we cannot fulfill the order at all, we will inform you and refund any payment for undelivered goods. This paragraph does not apply to delays caused by your own acts or omissions (for example, if you asked us to postpone delivery, or you provided incorrect address information, etc.).

Force Majeure (Events Outside Our Control): If our performance of any obligation is prevented or delayed by an event outside our reasonable control, we will not be liable for that delay or failure. Such events may include, for example, acts of God (natural disasters, extreme weather), fire, explosion, war, terrorism, civil unrest, strikes or labor disputes, epidemics/pandemics, government restrictions, failure of suppliers or transport networks, or any circumstance beyond our control. We will notify you as soon as possible if such events occur. If a force majeure event causes a significant delay, we will work with you to arrange a new delivery date once the event is resolved. If the event makes fulfillment impossible or significantly delayed, either party may have the right to cancel the contract. If cancellation due to force majeure occurs, we will refund any payment for goods/services not provided, but we shall not be liable for any additional compensation for the delay. Nothing in this clause excuses you from paying for goods/services already delivered.

Cancellation and Returns

This section explains your rights and obligations if you or we cancel an order, and any returns or refunds. Different rules apply depending on whether you are a consumer (individual acting outside business) or a business customer, and whether the goods are bespoke.

Your Right to Cancel (Consumer Cooling-Off): If you are a consumer who has purchased goods or services at a distance (e.g. via our website, email, or phone) or off-premises (e.g. at your home), the Consumer Contracts Regulations 2013 may give you a legal right to cancel the contract within 14 days without giving any reason. This “cooling-off” period for goods starts from the day after you (or someone you nominate) receives the goods, and for services it starts from the day after you place the order (or from when the contract is formed). If this law applies and you exercise your right to cancel, you must inform us of your decision to cancel within the 14-day period and then return any goods (at your cost) within 14 days of notifying cancellation. We will provide a refund for the goods and standard delivery costs within 14 days of receiving the returned goods (or of you providing evidence of return) in accordance with the law.

However, please note: Many of our products are bespoke and made-to-order. The law provides an exception to the 14-day cancellation right for “goods made to the consumer’s specifications or clearly personalised”. This means if you order custom-made façades, windows, or other bespoke items from us, you will not have the automatic legal right to cancel 14 days after delivery, because the goods cannot be resold or reused due to their bespoke nature. Similarly, if you ask us to begin a service (like design work or installation) within the cooling-off period and we have fully performed the service within that period, you may lose the right to cancel that service under Regulation 36 of the 2013 Regulations. We will obtain your express consent to start services within 14 days if applicable, and acknowledgment that you may be charged for work done or lose the right to cancel once the service is completed.

Our 48-Hour Cooling-Off Policy: Notwithstanding the above legal exemption for bespoke goods, Façade Creations offers customers a 48-hour cooling-off period on new orders. This applies to all orders once confirmed, except where otherwise stated (for example, it may not apply if installation is scheduled to begin within 48 hours of order). During this 48-hour window after you place your order/accept our quote, you may cancel for any reason and receive a full refund of any payments made, provided we have not already significantly progressed your order. This is a goodwill policy to assist customers, especially for bespoke orders (which otherwise carry no cancellation right by law).

To cancel under this 48-hour policy (or under the 14-day consumer right, if applicable), you must contact us in writing – either by email to info@facadecreations.co.uk or by a signed and dated letter sent by recorded delivery to our registered office. We will base the effective cancellation time on when we receive your email or letter. Verbal cancellations (e.g. by phone) are not accepted, to ensure clarity of your request. Please clearly state your order details and that you wish to cancel. You may (but are not required to) give a reason for cancellation; feedback is appreciated but not mandatory.

If you cancel within the 48-hour window and we have not yet incurred irreversible costs, we will cancel your order and issue a full refund. However, it is important not to delay your decision – if you wait beyond 48 hours, or if we have already commenced work or ordered materials, certain costs may not be refundable. We often start processing orders immediately after confirmation (especially ordering custom materials once a deposit or payment is received), so even within 48 hours some expenses might be committed. In such cases, we will discuss the situation with you and may deduct those incurred costs from your refund if cancellation is still requested. (For example, if we already ordered bespoke materials on your behalf the same day you confirmed, the cost of those materials might not be recoverable.)

Cancellation After 48 Hours (Outside Cooling-Off): If you request to cancel after the initial 48 hours have passed (and no statutory right applies), cancellation will be at our discretion and subject to conditions. Generally:

No Refund of Deposits: Any deposits or part-payments you have made will be non-refundable once the 48-hour cooling period has expired. This is because we commit those funds to project costs. If you have paid in full, we will determine what portion of that payment is recoverable (if any) based on the work status (see below).
Work in Progress Charges: We will assess the status of your order in our production schedule as of the date of your cancellation request. You will be responsible for any costs corresponding to work already done or materials ordered up to that point. For instance, materials costs are generally not reimbursable once we have placed orders with our suppliers, because those materials are custom-cut or procured for your project and we must pay our suppliers regardless of your cancellation. Likewise, if we have begun fabrication or assembly of your products, or design and drafting work, the associated labor and production costs cannot be refunded. In summary, any portion of the price that covers work already completed or irreversible commitments will be retained by us to cover those expenses. We will only refund any part of the price that corresponds to work not yet done or costs we can avoid, if any.
Administrative Cancellation Fee: In addition, if you cancel after 48 hours, we reserve the right to charge an administrative cancellation fee of £250 to cover handling of the cancellation and any re-planning or restocking efforts. This fee (if applicable) will be deducted from any refund or billed to you if no refund is due. (If, alternatively, you wish to significantly change your order after the cooling-off period – effectively substituting a new order – we may also charge this £250 as a reconfiguration fee.)
Procedure: To cancel after 48 hours, you must still notify us in writing (email or recorded letter, as described above). We will confirm receipt of your cancellation and let you know of any outstanding payments due (for work done/costs) or the net refund, if any, we can offer after deducting incurred costs. We will also confirm termination of the contract in writing, releasing both parties from further obligations moving forward (aside from payment of due sums). Any remaining balance on your invoice for work already performed will become payable immediately upon cancellation, if it’s not covered by payments, you’ve already made. We may issue an additional invoice for any cancellation fee or costs due, which must be paid within 7 days.

Effects of Cancellation: Once an order is cancelled and confirmed by us, we will cease work on it and not deliver any remaining goods or services. If you later change your mind and wish to reinstate the order, it will be treated as a new order – the production schedule will reset, and prior timelines may no longer apply. We cannot guarantee that we can “pick up where we left off,” but we will do our best to accommodate if feasible. Any new order may be subject to a new quote and potentially different pricing if costs have changed.

Returns of Goods: Because our products are custom-made, we generally do not accept returns after delivery unless the product is faulty or not as described (in which case, you have rights as detailed under Warranty and consumer law). For non-bespoke items (if any) where a 14-day cooling-off applies, any goods returned must be in unused, resalable condition. You must arrange and pay for the return of the goods to us. We recommend using a tracked and insured delivery method because you are responsible for the goods until we receive them back. We reserve the right to reduce any refund if the product value is diminished due to handling beyond what is necessary to inspect the item (as allowed under the Consumer Contracts Regulations).

Our Right to Cancel: In certain circumstances, Façade Creations may cancel your order (terminate the contract) by giving you notice. We will do this only for valid reasons, such as:

If you commit a serious breach of your obligations under these Terms (for example, failing to provide necessary information or access, or failing to pay an amount due).
If you demand significant changes to the goods/services that we cannot accommodate or which would fundamentally alter the contract beyond what was agreed.
If we discover, in the case of a business customer, that you have become insolvent, entered administration, liquidation, or similar (or, for an individual, become bankrupt), or appear heading into financial distress such that we believe you may not be able to fulfill payment or contractual obligations.
If unforeseen circumstances make it impossible or highly impractical to fulfill the order – for example, our supplier ceases operations and no alternative is available, or fulfilling the contract would violate an applicable law or government order. This includes if we are instructed by a government authority or court to cancel the order.
If we have reason to believe that proceeding with the contract could harm our reputation or result in legal liability. For instance, if it comes to light that the project will be used for an unethical or unlawful purpose, we may cancel.

If we cancel the contract for reasons not due to your fault (e.g. force majeure or our inability to supply), we will refund any payments for goods/services not provided. If the cancellation is due to your breach or fault, we may treat it similarly to if you had cancelled after 48 hours: deposits and payments already made are non-refundable and we reserve the right to claim for any additional costs or losses incurred due to your breach. In case of your breach, we will notify you of the cancellation and any outstanding sums (including potentially the £250 cancellation fee for administrative costs) which you must pay within 7 days.

We will strive to communicate with you and potentially resolve issues before cancelling. Cancellation by us will be a last resort. If we do cancel, we will confirm it in writing (email or letter), and the contract will end immediately on the date of that notice.

Consequences of Cancellation – Summary: Ending the contract (whether by you or us) does not affect any rights and responsibilities that have accrued prior to cancellation. For example, if payments are owed or if either party has liability for breach of contract, cancellation does not waive those. Certain provisions in these Terms intended to survive (such as limitations of liability, governing law, etc.) will remain in effect.

Consumer Statutory Rights on Cancellation: Nothing in the above cancellation policy is intended to limit a consumer’s statutory rights. If you are a consumer and we fail to deliver goods or perform services with reasonable care and skill, you may be entitled to cancel and get a refund under the Consumer Rights Act 2015. If we deliver faulty goods, you likewise have rights to reject them within a certain timeframe or have them replaced or repaired (see Warranty below). The remedies provided in our Terms are in addition to those rights. For detailed information on your rights to cancel or return products, you can consult Citizens Advice or other consumer protection resources.

Your Obligations as the Customer

By placing an order with Façade Creations or using our services, you agree to the following obligations on your part:

Provide Accurate Information: You must provide us with truthful, accurate and complete information as needed for the order. This includes specifications, measurements, design requirements, delivery address, and any constraints we should know about. We rely on the details you give us. We are not liable for issues arising from inaccurate or incomplete information you supply (for example, if a measurement you provided was wrong, leading to a misfit). You also agree to promptly provide any additional details or decisions we reasonably require during the project. Timely communication will help avoid delays.
Cooperation: You agree to cooperate with us in all matters relating to the supply of goods and services. For instance, you (or your representative) should be available to review designs, respond to questions, and be present (or reachable) on delivery/installation day. Cooperation also means obtaining any necessary permissions or consents that are outside our scope: for example, if required, you must secure planning permission, building regulations approval, landlord consent, or access rights for installation at your property. We can assist by providing technical details, but it’s your responsibility to ensure any third-party approvals are in place.
Site Access and Preparedness: If we are performing services at your site, you must ensure we have safe and reasonable access to the work area. The site should comply with health and safety requirements. Inform us of any hazards (e.g. asbestos, unstable structures) in advance. You should also ensure that any prerequisite work (by you or others) is completed before our installation (e.g. openings prepared, structural supports in place if needed). Delays or additional costs caused by an unprepared site or denied access may be chargeable to you.
Payments on Time: You must pay all amounts due according to the agreed schedule without delay. See Pricing and Payment for details on late payments and our remedies. Failure to pay on time is a breach of your obligations and can lead to contract termination and additional charges (interest, debt recovery costs) as described.
Proper Use of Products: Once goods are delivered/installed, you must use them in accordance with any instructions or guidance we provide (or that are standard for such products). For example, if we supply windows, you should use and maintain them as per any manuals (avoiding misuse like using excessive force or the wrong cleaning agents). If the product is technical, ensure that only qualified persons operate it (if applicable). Misuse or failure to follow maintenance guidelines could void your warranty (see Warranty section) and may make you responsible for damage.
Duty to Notify of Defects: If you discover an issue with the goods or our work, you should inform us within a reasonable time. For instance, if you notice a fitting problem during installation, let our installers know immediately so it can be addressed on the spot. If you notice a defect after delivery, notify us as soon as possible (and within the warranty period). Early notification can prevent further damage and will facilitate any remedies. Delaying notification of a known problem could potentially worsen the situation and might limit certain remedies if it contravenes the conditions of our warranty (e.g. using a clearly faulty product continuously and causing more damage).
Legal Compliance on Your End: You agree to comply with all relevant laws and regulations applicable to your role in the project. For consumers, this might simply mean you won’t ask us to do anything illegal. For business customers or project managers, it includes adhering to construction site regulations, CDM regulations if you’re the principal contractor, etc., as applicable. You also agree not to put us in a position where fulfilling the contract would violate any law.

If you fail to meet any of the above obligations, it may result in delays, additional costs or liability for you. In some cases, it could relieve us from responsibility for a related breach. For example, if you provide wrong specifications and that causes the goods to be unsuitable, we cannot be held liable for delivering according to the specs you gave. Similarly, if we cannot install on time because the site was not ready, we aren’t liable for that delay. We will attempt to work around problems cooperatively but reserve our legal rights if your non-compliance causes us loss or prevents us from performing the contract.

Acceptable Use of Our Website

When using our website (facadecreations.co.uk) and any related online services, you agree to abide by the following acceptable use terms:

Lawful Use: You will use our site only for lawful purposes. You must not use it to engage in any fraudulent activity, spread malware, transmit illegal or harmful content, or violate any applicable laws and regulations.
No Harmful Behavior: You must not attempt to gain unauthorized access to our website, server, or any related systems. This includes not attempting to hack, introduce viruses, worms, logic bombs or other material that is malicious or technologically harmful. You should not attack our site via a denial-of-service attack or a distributed denial-of-service attack. We report any such breach to the relevant law enforcement authorities and will cooperate by disclosing your identity to them as needed.
No Infringing or Offensive Content: If our website allows you to upload or submit content (e.g. an enquiry form, comments, or file uploads), you must ensure your content does not infringe any intellectual property rights, privacy rights, or other rights of any third party. Your content should not be defamatory, obscene, discriminatory, or otherwise objectionable. We reserve the right to remove any user-submitted content from our site at our discretion.
Respect Our Data: You must not harvest or scrape data from our site or use any automated bots or scripts to access or collect our content without our permission. The site is provided for customers to browse and use directly. Any attempt to data-mine or misuse our site’s information (for example, for competitive intelligence in a disallowed manner) is prohibited.
Account Security: If you have an account or login credentials on our site (for example, to access a client portal or downloads), you are responsible for keeping those credentials confidential. Do not share your username or password with others. You must notify us immediately if you suspect any unauthorized use of your account or security breach.

We strive to keep our website safe and accessible. However, we do not guarantee that our site will be available uninterrupted or error-free at all times. We may suspend or restrict access for maintenance or for security reasons. We will try to give advance notice of any downtime when feasible. We also do not guarantee that our site or server will be free of viruses or other harmful components. You are responsible for configuring your own devices and software to access our site, and we recommend using updated antivirus and security software.

Website Content and Intellectual Property: All content on our website – including text, images, graphics, logos, designs, brochures, and software – is owned by us or our licensors and is protected by copyright, trademark and other intellectual property laws. You may access and print content from our site for your personal use or for evaluating our products/services, but you must not use it for any commercial purpose without our express permission. You must not modify copies of any materials from the site, and our status (and that of any identified contributors) as the authors of content must always be acknowledged. If you breach these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of materials you have made.

External Links: Our website may contain links to third-party websites for your convenience (such as partner organizations, articles, etc.). These links do not signify endorsement, and we have no control over the content or practices of those external sites. If you follow external links, understand that they have their own terms and privacy policies, and we do not accept responsibility for them.

No Reliance on Website Information: Information on our website is provided for general guidance and promotional purposes. While we strive for accuracy, it may not always be up-to-date or applicable to your specific situation. For instance, case studies or blog posts on our site are for insight and should not be taken as direct guarantees or advice for your project. The website content does not constitute a binding offer or contract – any commitments regarding our goods or services will be confirmed in a written quotation or contract. If you need specific advice or up-to-date information, please contact us directly.

By using our site, you acknowledge that you do so at your own risk. We exclude liability to the fullest extent permitted by law for any loss or damage arising from use of our website or reliance on its content (see also Limitation of Liability below, which applies to website usage as well as transactions).

Data Protection and Privacy

Façade Creations Ltd is committed to protecting your personal data. In the context of providing our goods and services, we may collect and process personal information about you (for example, your contact details, project address, and any details needed for design/installation). We act as the “data controller” for this information, determining the purposes and means of processing.

Use of Personal Data: We will use your personal data solely for legitimate purposes related to our business: this includes processing and fulfilling your orders, communicating with you about your project, providing customer support, and (if you have consented) sending you relevant marketing communications. We may also use data for administrative and accounting purposes (e.g. invoicing) and to comply with legal obligations. We do not sell your personal information to third parties. We will not share your data with any third parties except as necessary to carry out our contract (for example, sharing your delivery address with a courier, or giving our installer your phone number for coordination) or as required by law.

Legal Compliance: We handle all personal data in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This means we ensure there is a lawful basis for processing your data (such as fulfilling a contract or obtaining your consent for marketing), and we uphold principles of data minimization, accuracy, confidentiality, and storage limitation. We have implemented appropriate technical and organizational measures to secure your data. For instance, digital records are stored in secure systems, and any physical documents are kept in secure files. We use reputable software tools (for example, Sage for invoicing and Logical for quotations/design) as part of our data processing, and these are utilized in compliance with data protection requirements.

Your Rights: Under data protection law, you have rights regarding your personal data. These include the right to access the data we hold about you, to request correction of any inaccuracies, to request deletion of your data (where applicable), to restrict or object to certain processing, and the right to data portability. You also have the right to withdraw consent at any time if we rely on consent as a basis for processing (such as for marketing emails). To exercise any of these rights, please contact us via the contact details in the Company Information section.

Marketing Communications: We will only send you marketing emails or newsletters if you have actively opted in or if you are an existing customer and the content relates to similar goods/services you originally purchased (and you have not opted out). You can unsubscribe from marketing messages at any time by clicking the unsubscribe link in the email or by contacting us. Any personal data used for marketing (like your name and email) will remain confidential and we will never disclose it to third parties for marketing their products without your explicit consent.

Disclosure of Data: We will not disclose your personal data to third parties outside our organization except in a few scenarios: (a) to our service providers or subcontractors who are assisting in the delivery of your order (and then only what is necessary, and under obligations of confidentiality – e.g. giving an installer your name/address) ; (b) if required by law or a governmental authority (for example, if asked by law enforcement or if required for tax/audit purposes) ; or (c) if we have your explicit permission to do so. In any such case, we will ensure the third party is bound to protect your data to standards comparable to ours.

Data Retention: We will retain your personal information only as long as necessary for the purposes it was collected – generally, we keep records of transactions for at least the warranty period of the products or as required for legal/tax purposes. For example, invoices and contracts may be kept for 6 years or more. We securely dispose of or anonymize data when it is no longer needed.

Data Security: We employ up-to-date security measures. However, no system is completely infallible. By using our services, you acknowledge that the internet is not 100% secure and we cannot guarantee absolute security of data transmitted to our site (any transmission is at your own risk). Once we have your data, we will use strict procedures to try to prevent unauthorized access. If there is ever a data breach that poses a risk to your rights and freedoms, we will inform you and the Information Commissioner’s Office (ICO) as required by law.

For full details on how we manage personal data (including cookies usage on our site), please refer to our Privacy Policy available on our website. Our Privacy Policy is hereby incorporated by reference into these Terms. By agreeing to these Terms, you also acknowledge our Privacy Policy. If you have any questions or concerns about your privacy, you can contact us or consult our Data Protection Officer (if one is appointed in our Privacy Policy).

Intellectual Property Rights

Our Intellectual Property: As between Façade Creations and the Customer, all intellectual property rights in any materials, content, or deliverables that we create or supply under the contract shall remain owned by us, unless otherwise expressly agreed in writing. This includes (but is not limited to) the rights in any technical drawings, CAD designs, plans, prototypes, models, documentation, or bespoke fabrication processes we develop for your project. We retain ownership of these creations and any underlying know-how or methodologies. For clarity: you will have ownership of the physical goods purchased (after full payment, per Retention of Title), but the design and technical IP embodied in those goods or related documentation typically remains our property.

If you have a need to obtain ownership or exclusive rights to any specific IP (for example, architectural drawings) as part of the project, this must be negotiated separately and explicitly agreed. In absence of such agreement, we only grant you a license to use the intellectual property in the deliverables for the purposes of the project and the intended use of the goods. For instance, if we provide custom design drawings as part of a façade installation, you are licensed to use those drawings to construct, install, and maintain that façade on your building, but you do not have the right to use the same design for other projects or to share/resell the design to third parties.

Customer’s Intellectual Property: In some cases, you might provide us with materials that are subject to your or a third party’s intellectual property rights – for example, a logo or emblem to be etched on glass, a specific architectural design or plan from your architect, or any trademark/branding you supply for inclusion in the project (“Customer IP”). You warrant that you have full rights or authority to provide and license such Customer IP to us. By supplying Customer IP to us, you grant us a non-exclusive, royalty-free license to use, reproduce, modify, and incorporate that IP strictly for the purpose of fulfilling your order. For example, if you give us a CAD file of a pattern to cut into panels, we are licensed to use that file to produce the panels for you. We will not use your provided IP beyond what is necessary for your project without your permission.

You agree to indemnify us for any claims, losses or damages that arise from our use of Customer IP as provided by you. This means if a third party alleges that the Customer IP infringes their rights (for instance, you asked us to use an image or design you didn’t have rights to), you will be responsible for any resulting costs, liabilities or legal fees we incur due to that infringement claim. (In practice, if we suspect any issue with IP you provide, we may raise it with you rather than proceeding blindly.)

Website and Branding: All logos, brand names, trademarks, and content on our website or in our communications are our property (or that of our partners/suppliers). You are not permitted to use our trade name “Façade Creations” or our logos in any way that could confuse or mislead, without our prior written consent. You may, however, refer to our company name when discussing the project or giving references (for example, telling others we did work for you, which we welcome), as long as it’s truthful and not derogatory.

Third-Party IP: If any third-party intellectual property is included in the goods or services we provide (for example, a component made by another manufacturer, or software we install), your use of that component may be subject to the third-party’s license terms. We will inform you if this is the case and provide or direct you to the relevant terms. You agree to comply with any such third-party license requirements.

No Copying or Reverse Engineering: You shall not copy, reproduce, reverse-engineer, or decompile any products or designs we supply, except to the extent allowed by law or as necessary for their intended use. For example, you shouldn’t take a custom panel we made and send it to another fabricator to duplicate en masse, unless this was agreed and any design rights issues resolved. Similarly, you shouldn’t disassemble any proprietary component beyond what’s needed for maintenance.

If the contract ends or if it becomes clear that certain intellectual property needs to be transferred (for instance, if you specifically commissioned a unique design and part of the deal is you own the design), we will execute appropriate assignments or licenses to give effect to that, subject to any agreed fees. But by default, commissioning work from us does not automatically transfer IP ownership to you beyond the license to use the results for their intended purpose.

Confidentiality

Throughout our dealings, either party may receive confidential or sensitive information from the other. For example, we might share technical know-how, pricing structures, or design prototypes; you might share building plans, budgets, or personal information of project stakeholders. Both parties agree to keep such information confidential, using it only for the purposes of fulfilling the contract.

Confidential Information: includes any technical, financial, or business information that is not public knowledge – such as designs, formulations, customer lists, strategies, or any documents marked as confidential. It also includes any personal data or private details you provide us that aren’t intended for public disclosure.

Each party shall not disclose the other’s confidential information to any third party, except to those within their organization (employees, officers, advisers, subcontractors) who need to know it for carrying out the contract and who are bound to keep it confidential. For example, we can share necessary info with our subcontracted installer to do the job, and you might share our quote with your finance team – these are permitted uses. Both parties must ensure anyone they involve also respects the confidentiality obligations.

The obligation of confidentiality does not apply to information that:

is already publicly available through no breach of these Terms;
was lawfully in the recipient’s possession before disclosure by the other party;
is lawfully disclosed to the recipient by a third party without restriction; or
is required to be disclosed by law or by a governmental authority or court (in which case, the disclosing party should, if lawful, notify the other in advance to allow attempts to contest or limit the disclosure).

This confidentiality clause continues to apply even after the contract has ended. We take your privacy and confidential matters seriously and expect the same in return.

Please note, our Privacy Policy covers how we handle personal data specifically (see Data Protection section above). This confidentiality section is broader, covering business and technical information.

Limitation of Liability

Use of Website: First, regarding use of our website (non-transactional use), we remind you that we provide the site on an “as is” basis and we do not accept liability for any loss or damage arising from your use of or inability to use the site, or reliance on any content on the site, to the fullest extent permitted by law. We do not exclude liability for death or personal injury caused by our negligence in the context of website use either (see below for general liability exclusions that apply in all contexts).

Transactional Liability: Now, regarding our liability under the contract for supply of goods/services: We will compensate you for any foreseeable loss or damage you suffer that is a direct result of our breaching this contract or our failing to use reasonable care and skill, subject to the limitations below. We are responsible for losses that are the natural, foreseeable consequence of our breach. We are not responsible for losses that are not foreseeable – meaning, not an obvious result of our breach or not something you or we would have contemplated at the time of entering the contract.

To the extent permitted by law, our total liability to you for any claims arising under or in connection with the contract (whether in contract, tort (including negligence), breach of statutory duty or otherwise) is limited to the total amount you paid us for the goods and services in question. In other words, if you paid £10,000 for a project, our maximum aggregate liability would be £10,000. This cap reflects the allocation of risk between us: our pricing is based on this limitation. If you require a higher liability cap or insurance cover, we can discuss adjusting the price accordingly before entering the contract.

Additionally, we will not be liable for any indirect, special or consequential losses. This includes things like loss of profits, loss of revenue, loss of anticipated savings, loss of business opportunities, loss of goodwill or reputation, or any other indirect economic or financial loss. For example, if our product was delivered late and that caused you some knock-on business loss, or if a defect meant you had to close your shop temporarily, we do not accept liability for those consequential costs. We also do not cover pure economic loss or damage to property that is not the subject of the contract. Our liability is focused on either repairing/replacing the product or compensating up to the contract value for direct loss.

We will not be responsible for damage to property or fittings at the installation site except to the extent we were negligent. We take care during installation, but minor scuffs or decorative damage can occur; we do not undertake to make good such minor damage (for instance, redecoration or touch-ups around installed windows) unless explicitly included in the scope.

Non-excludable Liability: Nothing in these Terms excludes or limits liability which cannot legally be excluded or limited. For example, we do not exclude or limit liability for: (a) death or personal injury caused by our negligence or the negligence of our employees or agents ; (b) fraud or fraudulent misrepresentation ; (c) any breach of your consumer rights in relation to the goods, including that goods are of satisfactory quality, fit for purpose, and as described (for consumers, our limitations are subject to the Consumer Rights Act 2015 which might render a limitation unenforceable if it deprives you of statutory remedies); (d) defective products under the Consumer Protection Act 1987 (if applicable); or (e) any other liability that cannot be excluded by law.

If you are a consumer, the law prevents us from excluding liability for supplying defective products that cause damage to your personal property above a certain threshold, or for not supplying goods that conform to the contract. Any terms that attempt to totally exclude liability for faulty goods or poor service to a consumer would be ineffective. Our limitations are intended to be read in harmony with your statutory rights – we limit liability to the extent we can, but not beyond what is permitted. For instance, while we cap liability at the price paid, if a court found that under CRA this cap deprives you of an adequate remedy for a failure on our part, the cap might not apply to that scenario.

If you are a business customer, it is hereby agreed that the provisions of the Sale of Goods Act 1979 and Supply of Goods and Services Act (as amended) that can be excluded are excluded to the fullest extent permitted. Your remedies are limited as set out herein.

Specific Exclusions: Without limiting the generality of the above, we specifically will not be liable for:

Issues caused by Customer or Third Parties: If a loss or damage results from something you did or failed to do (breach of your obligations) or something a third party did (like other contractors on site), we are not liable for that. For example, if after we install a façade panel, a different contractor damages it, that’s not on us. If you provided a flawed specification and the product fails due to that, we are not responsible (we delivered to the spec). You agree to indemnify us for any claims arising from your own negligence, breach or misconduct. This means if a third party sues us for something that was in fact due to your action (or your agents), you will cover our costs and losses. (For instance, if we install according to your instructions and it violates a regulation and someone is fined or injured, you will bear the responsibility if it was your directive that caused it.) This indemnity extends to claims against our employees or subcontractors as well.
Business Losses: If you are a business, any loss of profit, revenue, contracts, business interruption, or opportunity costs are excluded, as mentioned.
Property Damage on Site: We are not liable for any pre-existing structural issues or defects in your property that may be revealed or exacerbated by our work. For instance, drilling to install a frame might reveal weak plaster; we aren’t responsible for the pre-existing condition. We also cannot be responsible for any ancillary costs like redecoration or repainting around the installation area unless explicitly included.
Delays or Failure due to Force Majeure or Customer Fault: As noted under Delivery and Force Majeure, we are not liable for failures caused by force majeure events or by your delays/failures to meet obligations. For example, if a storm (force majeure) halts work, we aren’t liable for resulting delays. Similarly, if you gave us the wrong address and delivery failed, we aren’t liable for that failed delivery.
Consequential Damages: Any knock-on harm, such as the cost of hiring alternative contractors because of some issue, or damages you owe to third parties due to our delay, etc., are not recoverable from us under these Terms.
Data Loss or IT issues: If in the rare course of providing services we handle any of your IT systems or data (unlikely in façade work, but say we provide a digital model), we are not liable for loss or corruption of data unless we explicitly took on that duty and were negligent.

Transportation and Third-Party Services: If we arrange transportation of goods or engage third-party services on your behalf, we do so as part of our performance. We will choose reputable carriers or subcontractors. However, we are not liable for the acts or omissions of independent carriers or subcontractors beyond our control, except as required by law. We will have our own contracts and insurance with them. For example, if a courier crashes and your goods are destroyed, our liability to you is limited as above (and we would likely claim on transit insurance to fulfill your order or refund you). We will not be liable for any special damages arising from such incidents (like your consequential losses).

Insurance: We maintain appropriate insurance cover – including product liability, public liability, and professional indemnity insurance where relevant – to provide some recourse in the unlikely event of major issues. This is both for your protection and ours. Our liability limitations are not an attempt to shirk responsibility, but to ensure a fair allocation of risk. If you require evidence of our insurance for your records, we can provide certificates on request (e.g. for construction site compliance).

To summarize, except for the areas we cannot limit by law, our liability to you is limited to direct damages up to the amount you have paid us, and we are not responsible for indirect or consequential losses. We strongly encourage all customers (particularly business clients or high-value project owners) to have their own insurance in place as well – for example, construction all-risk insurance, property insurance, etc., to cover any damages that fall outside our responsibility.

Warranty and After-Sales Support

We stand behind the quality of our products and services. We offer warranties as outlined below, in addition to your statutory rights. These warranties apply to the original Customer and are non-transferable unless otherwise stated. (If a special situation arises, such as selling the property with the façade, we can discuss assigning the warranty to the new owner, but that may require our approval.)

Standard Product Warranty: We warrant that upon delivery and for the duration of the warranty period, the goods supplied will: (a) conform in all material respects to the description and specifications agreed; (b) be of satisfactory quality (within the meaning of the Sale of Goods Act 1979 and Consumer Rights Act 2015) – essentially free from material defects in design, material and workmanship; and (c) be reasonably fit for any particular purpose you have made known to us (and that we have agreed they will fit) . Similarly, for services performed (like installation), we warrant they will be carried out with reasonable care and skill.

The warranty period for different products may vary. We will specify the warranty length for your particular goods either in an Appendix/Warranty Schedule attached to the contract, in the quotation, or in a warranty certificate provided at completion. As a general guide, many façade components come with manufacturer warranties (e.g. coating finishes might have a 5–20-year guarantee depending on the product, glass units might have 10 years against seal failure, etc.). If applicable, we will pass on any manufacturer’s warranty to you (meaning you have direct rights against the manufacturer in addition to our warranty). If no specific period is stated, our default warranty for workmanship and materials is 12 months from delivery/installation.

In some cases, our warranty commitments are tied to compliance with certain schemes or standards. For example, for window installations, regulatory certification may be done under schemes like FENSA or CERTASS; gas installations might relate to Gas Safe (formerly CORGI) if relevant. Our warranty is applicable only where the goods/services have been delivered and (if installation is involved) fitted in accordance with relevant accredited standards or schemes. In practical terms, this means if we installed windows, we likely did so under FENSA or equivalent certification – our warranty assumes the installation meets those standards, which it will if done correctly under the scheme.

Exclusions: The warranty does not cover:

Damage or defects arising from fair wear and tear or aging (for example, slight fading of colors, normal sealant degradation over many years, etc.).
Misuse, neglect, or improper operation by the customer or third parties. If you or someone else fails to follow our or the manufacturer’s instructions for use, maintenance, or care, and that causes a problem, it is not covered. For instance, if you use a high-pressure washer incorrectly on façade panels against our advice and cause damage, that’s on you.
Defects resulting from unauthorized modifications or repairs. If you alter the product or have someone else attempt a repair, our warranty may be void for that component.
Issues caused by external factors beyond our control, such as structural building movement, subsidence, fire, flood, extreme weather, or chemical exposure, unless the product was explicitly warranted to withstand those and failed.
If the product was made to a design or specification provided by you, and the failure is due to that design (not a manufacturing fault), then the warranty doesn’t cover the suitability of your design. (This aligns with the principle that we aren’t liable for defects attributable to your specifications.)
Glass breakage after installation (unless due to an inherent flaw not detectable at handover) typically is not covered, as glass can break due to impact or stress not related to our installation. Tempered glass for instance can occasionally suffer spontaneous breakage due to nickel sulfide inclusion – this is rare but we follow standards to minimize that risk. If such industry-known issues occur within a short time, we may work with suppliers on goodwill replacements, but it’s not strictly guaranteed unless stated.
Maintenance items: things like seals, gaskets, hardware adjustments may need periodic maintenance. We will inform you of maintenance requirements. Failure to maintain (e.g. not lubricating moving parts annually, not cleaning drainage channels) could void warranty for related failures.

Claiming Warranty Service: If you believe some or all of the goods/services do not meet the warranty standard during the warranty period, you must notify us in writing within a reasonable time of discovery of the defect. For example, if you find a defect two weeks after delivery, don’t wait six months to tell us. Prompt notice helps us verify the issue and potentially limit further damage. Ideally, notify us within 7 days of noticing the problem, and definitely before the warranty period expires.

Upon notification, we may ask for details or evidence of the defect (you can send photos, etc.). We may need to inspect the goods on site or have you return the goods to us for examination. If the item is large or fixed, we’ll likely come to you. If it’s feasible to return (and we request it), it would be at your expense to send it back to us, unless we agree otherwise. (If the defect is confirmed and it was our fault, we may at our discretion refund reasonable shipping costs you incurred returning a defective smaller item.)

After verification, if the product is indeed defective due to a breach of our warranty, we will at our option either: repair the item, replace it with an equivalent new item, or, if repair/replacement is impractical or disproportionate, we may offer an appropriate partial or full refund of the purchase price . We will choose the remedy that is most feasible and cost-effective considering the nature of the defect and your legitimate interests. Our aim will be to rectify the problem to your satisfaction in a reasonable time. Note that in consumer cases, the Consumer Rights Act gives you the first right to ask for repair or replacement, and if that cannot be done within a reasonable time or causes significant inconvenience, you can claim a price reduction or reject for refund. Our policy mirrors these rights, and we intend to follow that framework: we’ll attempt repair/replacement first if possible.

Repair/Replacement Details: We may carry out repairs on site if suitable or take the item back to our workshop. If replacement is required, we will provide new goods of the same or similar specification. Any repaired or replaced item will continue to be covered under the original warranty terms for the remainder of the original warranty period (or a minimum of 3 months from the repair date, whichever is longer). The warranty period does not restart completely; except the portion of time the item was with us for repair may be added. If a particular defect has been fixed, and it reoccurs, we’ll address it as long as it’s still within warranty.

We will not charge you for the repair or replacement of a valid warranty claim item – those costs are on us. However, if we investigate and find no defect, or that the issue was caused by something not covered (like misuse or external cause), we reserve the right to charge you a call-out or inspection fee to cover our time and costs. We’ll be transparent about this.

No Refund if Fixable: You do not automatically get a refund if a product is faulty. The standard approach (especially for bespoke items) is that we have the opportunity to fix or replace the defective goods first. You cannot immediately demand a refund or cancellation of the whole contract at the first sign of a minor defect, provided we are willing and able to correct it. In legal terms for consumers, a refund for faulty goods is generally available only if a repair or replacement is impossible or unsuccessful, or if the defect is identified very early (within 30 days of delivery, consumers have a short-term right to reject for refund in some cases). We ask that you allow us a reasonable chance to rectify any issues. If we acknowledge a fault and are actively working to fix it within a reasonable timeframe, we would not offer a refund at that stage. If our attempts to repair or replace ultimately fail, or cause you undue inconvenience, then a refund or price reduction may be appropriate as a last resort, in line with your statutory rights.

Customer Cooperation: To claim under warranty, you must indeed have paid for the goods in full. Also, you may be asked to provide proof of purchase (invoice, contract) and evidence of proper maintenance if relevant. The warranty may require that any routine service (for example, if we specify that after 2 years some components need checking) has been carried out.

If a defect requires urgent attention to prevent further damage (for example, a leak), please take reasonable steps to mitigate damage (like turning off water source, covering area) while waiting for us. We won’t be liable for damage you could have prevented by simple mitigation.

Additional Guarantees: If any additional or longer guarantees are provided by manufacturers of components, we will pass those on to you. For example, coated aluminum panels might have a 25-year finish guarantee from the coat applicator. We will supply relevant certificates or documentation for such guarantees with your handover pack. These are separate from our warranty; they are direct from manufacturer to you (often requiring you to register or comply with certain care instructions). Make sure to fill any registration forms if needed to activate those warranties.

Marine or Special Environments: If your project is in a high-corrosion environment (e.g. seaside) or using specially sourced outsourced goods, different warranty terms might apply. We will inform you if, for instance, a “marine grade” specification has a different guarantee or maintenance regime. We may need to provide a bespoke guarantee for such situations, or the supplier might provide one. If you have requested such an environment usage, clarify warranty expectations with us.

Statutory Rights Reminder: Our warranty is provided in addition to your legal rights. For consumers, goods that fail to meet the standards can be remedied under Consumer Rights Act as mentioned. This warranty does not affect those rights – it is intended to give you clarity on our responsibilities beyond the minimum required. If a problem arises outside the warranty period, you may still have some rights under law if the issue was latent or if durability expectations weren’t met. We will handle such cases in good faith according to the law.

Health and Safety

We prioritize safety in our operations. Both parties agree to adhere to relevant health and safety regulations and guidelines.

If there are specific health and safety protocols on your site (for example, construction site rules, required PPE, sign-in procedures), please inform us in advance or upon arrival. Our team will comply with reasonable site rules.

We particularly acknowledge any current public health guidelines (for example, COVID-19 related measures, if applicable). At the time of writing, UK Government guidance on COVID-19 may evolve. We commit to following up-to-date government health guidelines during our work. This might include social distancing, wearing masks, using sanitizers, etc., as relevant. We will communicate any safety measures we need the customer to assist with (like keeping a safe distance, ventilating areas, etc.).

Both you and we agree to not do anything that would jeopardize health and safety. If we see a dangerous condition on your site (like unstable structure or exposed electrical wiring), we may pause work until it’s addressed. Likewise, if you feel any practice of our team is unsafe, you should alert us immediately so we can rectify it.

In case of any accident or incident during our work, we have procedures to handle it. We maintain liability insurance to cover accidents but obviously aim to avoid any incidents through preventive measures.

You also agree not to expose our personnel to hazardous materials without warning. If your building has known hazards (asbestos, etc.), inform us so we can take proper precautions or arrange specialized handling.

Compliance with Laws and Policies

Both parties shall comply with all applicable laws and regulations in relation to the performance of this contract. This includes (but is not limited to) compliance with:

Anti-Bribery and Anti-Corruption: We have a zero-tolerance policy for bribery and corruption. Both you and we agree to adhere to the Bribery Act 2010 and not engage in any form of bribery in connection with this contract. Neither party will offer, give, solicit or accept any inducement or reward (financial or otherwise) to improperly influence any act or decision relating to this contract.
Modern Slavery: We ensure, to the best of our ability, that our operations and supply chains are free from modern slavery and human trafficking. If you are a business, you likely share this commitment. We each agree to comply with the Modern Slavery Act 2015 (if applicable) and any of our own published policies on the matter.
Trade Sanctions and Export Controls: If any aspect of the project involves international components, both parties confirm that they are not violating any trade sanctions or export control regulations.
Misleading Marketing & Trading Fairly: We abide by consumer protection laws including the Consumer Protection from Unfair Trading Regulations 2008 and Business Protection from Misleading Marketing Regulations 2008. We will not knowingly make false or misleading statements about our products or services. You also agree not to misrepresent facts to us. Any comparative advertising we do will comply with legal standards.
Environmental Regulations: Where applicable, we will dispose of waste responsibly and follow environmental regulations (like Waste Electrical and Electronic Equipment – WEEE, for any electronic components replaced, etc., or proper disposal of construction waste). If you have specific environmental requirements or policies, please let us know.
Building Regulations and Standards: We will ensure our work (especially installations) complies with relevant building regulations and standards. For example, glazing will meet safety glazing standards (BS EN 12150, etc.), fire-rated products will be per their ratings, etc. If any compliance certificates are needed (such as FENSA certificate for window replacements in dwellings), we will supply that post-completion. You may need those documents for your records/property compliance.
Planning Permissions: We assume that you have (or do not require) planning permission or listed building consent for the work you’re asking us to do. Unless explicitly stated, obtaining planning permission is your responsibility, not ours. However, if you need technical information from us to support an application, we can provide it. We will comply with any planning conditions that affect how we install (if known to us).
Fire Safety and CDM: If our work is part of a larger construction project, compliance with CDM 2015 (Construction Design and Management Regulations) may be required. We will cooperate with the principal contractor or principal designer as needed on safety planning. For fire safety, any products we provide that are fire-rated will come with the necessary certifications, and we’ll install according to those specifications to maintain rating.

This list is not exhaustive, but the core idea is both parties will do what the law expects in their roles. If any change in law or new regulation necessitates a change in our goods or services, we reserve the right to make such change (for example, if a new safety regulation bans a certain material, we may substitute an equivalent). We will inform you as soon as reasonably practicable of any such necessary changes.

Complaints and Dispute Resolution

Complaints: We hope you are satisfied with our products and services. If you are not, we encourage you to let us know so we can put it right. In the event you wish to raise a complaint or concern, please contact us as follows:

Contact Person: [Name or Department, e.g. Customer Services or a specific manager]. (If unspecified, you can address it to our director or use the general contact, and it will be escalated appropriately.)
Contact Method: Email us at [appropriate email, possibly a dedicated one like info@facadecreations.co.uk as in the original text] or write to our registered address with the details of your complaint. You may also call us to discuss, but for a formal complaint we prefer written communication so we can properly document and address it.
Information to Provide: Please include your name, contact information, the nature of the complaint, relevant dates, and any supporting details (e.g. order number, who you dealt with, photographs of any issue).

We take complaints seriously and will acknowledge your complaint within a reasonable time (usually 2 business days). We will then investigate the matter. Our aim is to resolve complaints amicably and swiftly, ideally within 7 days of receiving all details. Some issues may take longer if they involve technical investigations or third parties, but we will keep you informed of progress.

If your complaint relates to a defect or service issue, it may fall under warranty – we will handle it per the Warranty terms (repair/replace etc.). If it’s about our customer service or something else, we will address it through our internal processes.

If we reach a solution, we will confirm it to you in writing. For example, we might agree to remedial work, a goodwill gesture, or an apology with steps to prevent recurrence, depending on the issue.

Alternative Dispute Resolution: If we cannot resolve a dispute between us through our internal complaint handling and negotiation, we may suggest Alternative Dispute Resolution (ADR). This could involve mediation – where an independent mediator helps us reach a mutually acceptable solution – or arbitration for a binding decision. We are not obligated to use ADR, but in consumer cases, we will inform you of a certified ADR entity that you could use, if you wish, once our internal process is exhausted (this is a requirement under EU-derived consumer ADR laws, though not mandatory for us to submit to ADR). If both parties agree, we could refer the dispute to that mediator or arbitrator.

For consumers: you can also seek assistance from agencies like Citizens Advice or Trading Standards. Under EU law (if applicable), there’s an Online Dispute Resolution (ODR) platform that can forward disputes to ADR for online purchases, though since we mostly do bespeak offline projects, that may not be relevant.

Legal Proceedings: These Terms are governed by English law (see Governing Law section below). If a dispute still isn’t resolved, either party may pursue legal action. For consumers, this would typically be in the county courts (small claims track for smaller sums). For business disputes, it could be in the High Court depending on claim size. We hope to avoid litigation but note that both parties retain the right to go to court if needed.

Even if court proceedings are initiated, we can still negotiate or settle at any time.

Continued Performance: During a dispute, both parties shall endeavor to continue performing any undisputed parts of the contract. For example, if there’s a dispute about one window’s quality, that shouldn’t halt payment for other completed works that are not in dispute. Likewise, we shouldn’t refuse to do warranty fixes on something just because there’s another issue under dispute, as long as they’re separate.

Complaints about the Website: If your complaint is about our website (e.g. content issues, IP infringement, accessibility problems), you can similarly contact us, and we will address those as well.

Governing Law and Jurisdiction

These Terms and any contracts between us for the sale of goods or provision of services are governed by the laws of England and Wales. This means the interpretation of the Terms and any dispute arising out of them will be resolved under English law. If you are a consumer and you live elsewhere in the UK (Scotland or Northern Ireland), you may have certain protections or mandatory rights under local consumer laws; however, the core contract law applicable will still be English law.

We and you both agree that any disputes or claims (including non-contractual disputes or claims) will be subject to the exclusive jurisdiction of the courts of England and Wales. In other words, if either party wishes to bring court proceedings, it shall be in the courts of England and Wales.

If you are a consumer resident in Scotland or Northern Ireland, you additionally have the right to bring a claim in the courts of your home country. (Exclusive jurisdiction to England and Wales is standard, but consumer law allows you to sue in your local court if you live in another part of the UK.) If you live outside the UK and entered this contract, normally English courts will have jurisdiction, unless compulsorily provided otherwise by international consumer law.

We hope to resolve any disagreements in a friendly way (see Complaints section). But if court is needed, the above jurisdiction clause will apply.

Language: These Terms are drafted in English. If they are translated into another language, the English version shall prevail in case of conflict. The contract between us will be concluded in English.

Rights of Third Parties: For completeness, note that a person who is not a party to this contract (for example, a subsequent owner of a building, or an insurer) has no right to enforce any term of this contract under the Contracts (Rights of Third Parties) Act 1999 without our and your express agreement. This clause does not affect any right or remedy of a third party which exists or is available apart from that Act. Essentially, only we and you have rights under this agreement. (One exception: if you bought goods as a gift for someone, that person may have rights under consumer law to claim for faults, but they cannot sue on the contract for things like breach of contract unless assigned – usually it’s simpler that you, as the buyer, handle any claims.)

Entire Agreement: These Terms and any documents expressly referred to in them (such as the quotation, any agreed amendments in writing) constitute the entire agreement between you and us. You confirm that you have not relied on any statement, representation, or warranty that isn’t set out in the contract. (If something was said or promised by our salesperson but isn’t in the final agreement, this clause means it cannot be claimed later. That said, this does not limit liability for fraud or misrepresentation.)

Severability: If any provision of these Terms is found by a court or competent authority to be invalid, illegal, or unenforceable, that provision (or part-provision) shall be deemed deleted or adjusted to the minimum extent necessary, and the remaining provisions shall continue in full force and effect. In other words, the rest of the contract stands even if one clause fails. For instance, if a limit of liability is deemed too low for consumers and thus unfair, that part might be struck out, but everything else remains binding.

No Waiver: If either party delays or fails to enforce a contractual right or remedy, that does not mean they have waived that right. For example, if you pay us late and we don’t immediately charge interest, we can still do so for that late payment or future late payments; our not enforcing once is not a waiver of our rights. Any waiver of any term has to be explicit and in writing to be effective.

Variation: No variation of these Terms shall be effective unless agreed in writing and signed by both parties. This means you cannot change the terms by sending in new ones on a purchase order unless we explicitly sign acceptance, and we cannot unilaterally change terms either (except as allowed for changes in laws or minor updates on our website terms for future orders). Once a contract is formed, any changes (like extra work, extensions, etc.) should be confirmed in writing (email is fine for most purposes, but significant changes ideally formally documented).

Assignment: You may not assign or transfer your rights or obligations under the contract to anyone else without our prior written consent. For example, you can’t transfer the contract to a different customer or site without our agreement. We can assign or subcontract our obligations, for instance, we might subcontract installation to a trusted installer – but we will remain responsible to you for the fulfilment of the contract. If we transfer our business or this contract to another entity (like a company merger or sale), we will notify you but generally your rights will remain unaffected.

Notices: Any formal notices under this contract should be in writing. We accept email as written notice for most purposes (particularly for cancellations, complaints, etc., as noted). Notices can also be mailed to the addresses in the Company Information section. A notice is deemed received: if email, on the day of sending (or next business day if sent after 5pm or on weekend) provided no bounce-back is received; if post, 2 business days after posting (or 5 if international) via recorded delivery.

These Terms are intended to create a legally binding agreement that protects both your rights and our interests in a fair manner. If you have any questions about these Terms, please contact us before placing an order. We appreciate your business and look forward to successfully completing your project with Façade Creations Ltd under these Terms and Conditions.