1.1 The guarantee period starts from the date that the original goods are received.

1.2 The Aftercare Period covers the first 12 months from the date the original goods are received and includes complimentary support for settling or adjustment issues.

1.3 After the Aftercare Period, continued support remains available through our Engineer Visit service, designed to help resolve any new or ongoing issues efficiently.

1.4 All guarantees are dependent upon regular care and maintenance in accordance with the Maintenance Handbook.

1.5 The operational hours for Caddy Windows’s Aftercare Department are between 8am and 4pm, Monday to Friday, excluding any public holidays or company shutdown periods.

1.6 Caddy Windows reserves the right to dispatch a Service Engineer to evaluate the reported issue. If an appointment is required, it will be arranged at a mutually agreed time. We aim to attend within 20 working days.

2.1 Faults must be reported online via www.caddywindows.co.uk/issue. This is a condition of the guarantee and ensures accurate logging, processing, and assignment of engineer visits. We aim to respond within 5 working days.

2.2 Customers must take reasonable steps to prevent further damage or deterioration once a fault is identified. Failure to do so may result in the guarantee being voided.

2.3 Caddy Windows may request photographic or video evidence to assess the reported issue remotely before confirming a service appointment. Failure to provide such evidence when requested may result in a declined service visit.

3.1 If a defect is confirmed under guarantee, Caddy Windows will arrange repair or replacement.

3.2 Outside the Aftercare Period, an Engineer Visit Fee applies once per reported issue. This fee covers the engineer’s time and assessment, including up to two visits if required: the first to inspect and diagnose the issue, and the second to return and complete the repair.

3.3 If further work is declined by the customer, the initial visit remains fully chargeable.

3.4 Engineer Visit fees may also apply where no fault is found, or where the issue relates to maintenance, environment, or third-party works beyond our control.

3.5 Caddy Windows reserves the right to charge a call-out fee if the customer is not present at the agreed appointment time or cancels the appointment with less than 24 hours’ notice.

4.1 Where replacement goods are required, an identical product will be sourced from the original manufacturer and used where possible. If identical goods cannot be sourced, Caddy Windows will use a suitable alternative at our discretion, based on product compatibility and industry standards.

4.2 If replacement goods are supplied under the guarantee, the remaining duration of the original guarantee period will apply to the replacement goods. The guarantee period will not restart from the time the replacement goods are supplied.

4.3 Where Caddy Windows installs components or sealed units into existing frames not under our guarantee, we are not liable for operational issues arising from the condition or quality of those frames.

4.4 The components or sealed units provided in such cases are guaranteed for a maximum of 12 months.

4.5 Caddy Windows does not guarantee the performance or suitability of frames supplied by third parties.

5.1 If the original supplier or manufacturer is unable to trade due to force majeure events, including but not limited to scenarios such as administration, liquidation, bankruptcy, or any similar circumstance, then the guarantee will be null and void.

5.2 In the event of force majeure events, including acts of God, natural disasters, war, terrorism, governmental actions, labour strikes, or any similar unforeseeable circumstances beyond its control, Caddy Windows shall not be held liable for any failure to perform its obligations under this guarantee.

6.1 An annual service by Caddy Windows is required to maintain cover for moving parts. If a service has not been performed, the guarantee period for moving parts is reduced to 12 months.

6.2 Customers must retain proof of annual service appointments carried out by Caddy Windows to maintain guarantee cover for moving parts. Failure to provide this may result in the guarantee being reduced or voided.

7.1 Our standard Composite Doors with foam core are guaranteed against manufacturing defects, discolouration, and cracking for 5 years.

7.2 The guarantee period for double glazed units with Integral Blinds is reduced to 5 years.

7.3 The guarantee period for chrome, satin, gold, bronze, graphite and black door ironmongery is reduced to 12 months.

7.4 Unless otherwise specified, all products and materials will have a standard guarantee period of 12 months.

8.1 If any amendments or modifications have been made to the product without written authorisation by Caddy Windows, including but not limited to removing, adjusting, or adding components, it shall nullify and void the guarantee.

8.2 This guarantee applies only to the original named customer and is not transferable.

9.1 Any location that may be deemed as a hazardous condition i.e. marine, industrial environment etc, then the standard guarantee is not valid. If an alternative guarantee is not agreed prior to the placement of order, then the goods will be supplied without guarantee.

10.1 Caddy Windows accepts no liability for indirect or consequential losses beyond those required by law. This includes, but is not limited to, any loss of profits, revenue, or data arising from the use or performance of its products or services, even if we have been advised of the possibility of such losses.

10.2 The maximum liability of Caddy Windows under this guarantee shall not exceed the original value of the individual product or component supplied that is subject to the reported defect.

10.3 This excludes any indirect or consequential costs not directly related to the repair or replacement of the affected item. This guarantee does not extend to ancillary costs including, but not limited to, scaffolding, access hire, redecoration, or loss of use.

11.1 This guarantee is provided by Caddy Windows Ltd of 8 Enterprise Trade Centre, Hengrove Way, Bristol, BS4 1UN. It applies in addition to your statutory rights and does not affect them in any way.

11.2 Caddy Windows may amend, update or replace these Terms & Conditions at any time. Changes take effect immediately once published at www.caddywindows.co.uk/guarantee and apply to all ongoing cover, service requests, and support obligations unless otherwise agreed in writing at the time of order. By submitting a service request or seeking to rely on this guarantee, you agree to the latest version of the terms.

11.3 Any contract incorporating these conditions shall be governed by and construed in accordance with the laws of England and Wales and both parties hereby agree to submit to the exclusive jurisdiction of the English Courts.

11.4 By reporting a fault, submitting a service request, or otherwise seeking to rely on the guarantee (whether online, by phone, or in writing), the customer confirms acceptance of the most recent version of the Guarantee Terms & Conditions as published at www.caddywindows.co.uk/guarantee.

11.5 Any customer approvals or agreements provided via email, website form, or other electronic communication shall be deemed legally binding.

11.6 If any payment due to Caddy Windows remains outstanding, guarantee cover shall be suspended until full payment is received.

11.7 If payment remains overdue more than 30 calendar days after the invoice due date, Caddy Windows reserves the right to cancel the guarantee in full.

11.8 Where the original contract is the subject of a formal dispute or legal claim, or where the customer seeks to rely on the guarantee as part of a complaint, compensation demand, or legal action, Caddy Windows reserves the right to suspend all guarantee support until the matter is resolved.

11.9 Where a dispute relating to the original contract or installation is resolved by formal settlement or court judgment, all remaining guarantee obligations shall be terminated, unless otherwise stated in the terms of the settlement or judgment.

11.10 If your installation was registered with FENSA, the FENSA certificate is linked to the property and remains valid for future homeowners. This certificate confirms Building Regulations compliance but does not extend or transfer the Caddy Windows product guarantee.

This guarantee does not cover:

12.1 Any product damage caused by accident, neglect, misuse, or general wear and tear.
12.2 Any glass damage or breakage.
12.3 Any claim not approved by the original supplier or manufacturer.
12.4 Any direct loss, indirect loss, or consequential loss arising from defects or faulty manufacture.
12.5 Any fault or defect not reported via www.caddywindows.co.uk/issue.
12.6 Any fault or defect not reported within 14 calendar days of noticing it.
12.7 Any products supplied or installed outside of the United Kingdom.
12.8 Any product where full payment has not been received by Caddy Windows.
12.9 Any site visit required to investigate, inspect, or install goods provided on a supply-only basis.
12.10 Any claims for compensation or costs of third-party contractors.
12.11 Any moving part older than 12 months, unless an annual service has been performed by Caddy Windows.
12.12 Any chrome, satin, gold, bronze, graphite, or black door ironmongery older than 12 months.
12.13 Any claim related to the natural ageing or cosmetic deterioration of surfaces, finishes, or materials, including fading, minor scuffs, or discolouration, where performance is not affected.
12.14 Any misuse of the Aftercare Period, including repeated, excessive or unreasonable requests for engineer visits that do not relate to new or unresolved post-installation issues.
12.15 Caddy Windows reserves the right to refuse service or withdraw guarantee support in cases of abusive behaviour, repeated non-cooperation, or deliberate obstruction of Caddy Windows’ assessment or repair process.
12.16 Caddy Windows also reserves the right to refuse service entirely in cases of fraud, false reporting, or repeated unreasonable conduct.
12.17 This guarantee shall be void in its entirety if Caddy Windows is prevented from completing the original works or returning to rectify outstanding items due to customer refusal, denial of access, or non-cooperation.