Guarantee

Terms & Conditions
1. The guarantee period starts from the date that the original goods are received.
2. All guarantees are dependent upon regular care and maintenance in accordance with our Maintenance Handbook.
3. 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.
4. To report any faults or defects, you must do so online via www.caddywindows.co.uk/issue. We aim to respond within 5 working days.
5. 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.
6. After evaluation, if it is agreed that defects are covered under guarantee, Caddy Windows will arrange to make good by repair or replacement at our discretion. We aim to attend within 20 working days, plus the lead time of any replacement goods.
7. 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, then we will use an alternative product as recommended by the original manufacturer.
8. 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.
9. 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.
10. An annual service from Caddy Windows is required to maintain the operation and longevity of the moving parts. If an annual service from Caddy Windows has not been carried out, then the guarantee period for moving parts is reduced to 12 months.
11. Customers must retain proof of annual service appointments conducted by Caddy Windows to maintain the guarantee validity for moving parts. Failure to provide such documentation may result in the reduction or voiding of guarantee coverage for moving parts.
12. Our standard Composite Doors with foam core are guaranteed against manufacturing defects, discolouration, and cracking for 5 years.
13. The guarantee period for double glazed units with Integral Blinds is reduced to 5 years.
14. The guarantee period for chrome, satin, gold, bronze, graphite and black door ironmongery is reduced to 12 months.
15. Unless otherwise specified, all products and materials will have a standard guarantee period of 12 months.
16. 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.
17. If the property is sold, the old homeowner can transfer the guarantee to the new homeowner via email to Caddy Windows. By doing so, they consent to the disclosure of relevant installation discussions and information.
18. 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.
19. Caddy Windows limits its liability for indirect or consequential damages arising from defects or faulty manufacture, beyond what is legally required. In no event shall Caddy Windows be liable for any incidental, special, indirect, or consequential damages, including, but not limited to, loss of profits, revenue, or data, arising out of or in connection with the use or performance of its products or services, even if advised of the possibility of such damages.
20. 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.
21. This guarantee is provided by Caddy Windows Ltd of 8 Enterprise Trade Centre, Hengrove Way, Bristol, BS4 1UN and it does not affect your statutory rights.
22. Caddy Windows retains the right to amend these terms and conditions. Such changes will become effective immediately upon updating on our website and will be available for your review.
23. 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.
24. If Caddy Windows installs components or sealed units into any existing frames not under guarantee by Caddy Windows, we cannot be held liable for any operational issues or related problems arising from the quality or condition of the existing frames. The components and sealed units provided by Caddy Windows in such cases are guaranteed for a maximum of 12 months. Caddy Windows is not responsible for ensuring the performance or suitability of frames supplied by third parties

Exclusions
This guarantee does not cover:-
a) Any product damage caused by accident, neglect, misuse, or general wear and tear.
b) Any glass damage or breakage.
c) Any claim not approved by the original supplier or manufacturer.
d) Any direct loss, indirect loss, or consequential loss arising from defects or faulty manufacture.
e) Any fault or defect not reported via www.caddywindows.co.uk/issue.
f) Any fault or defect not reported within 14 calendar days of noticing it.
g) Any products supplied or installed outside of the United Kingdom.
h) Any product where full payment has not been received by Caddy Windows.
i) Any site visit required to investigate, inspect, or install goods provided on a supply-only basis.
j) Any claims for compensation or costs of third-party contractors.
k) Any moving part older than 12 months, unless an annual service has been performed by Caddy Windows.
l) Any chrome, satin, gold, bronze, graphite, or black door ironmongery older than 12 months.