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. Where a customer fails to do so, Caddy Windows reserves the right to decline or limit the affected claim and shall not be responsible under this guarantee for any additional damage, deterioration, or costs resulting from that failure.

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, at its discretion, arrange repair or replacement as appropriate.

3.2 Outside the Aftercare Period, an Engineer Visit Fee is payable per reported issue and covers attendance, assessment and any minor adjustment or repair that can reasonably be completed during the visit. Where a fault is confirmed as covered under the Product Guarantee, the affected part will be repaired or replaced at no additional cost. This does not affect your statutory rights.

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 Where the original supplier or manufacturer has ceased trading, entered administration, liquidation or bankruptcy, or is otherwise unable or unwilling to honour its product guarantee, Caddy Windows shall not independently underwrite that guarantee and shall not be liable under this guarantee to provide or fund replacement goods or components from an alternative supplier or manufacturer. This does not affect your statutory rights.

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 All guarantee claims are assessed by Caddy Windows using its professional judgement and industry experience. Caddy Windows may require reasonable evidence to establish that a reported fault is a manufacturing defect covered by this guarantee. Where Caddy Windows reasonably determines that an issue falls outside the scope of the guarantee, the claim will not be accepted.

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 surface finish, plating, coating, or cosmetic appearance of chrome, satin, gold, bronze, graphite, and black door ironmongery is covered for 12 months only.

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

8.1 Any amendment, modification, adjustment, repair or alteration made to a product without the prior written authorisation of Caddy Windows may invalidate the guarantee in respect of that product and any fault, damage or deterioration arising from or affected by that work.

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

9.1 The standard guarantee does not apply to products installed in marine, coastal, industrial or other environments where exposure to corrosive, hazardous or abnormal conditions may adversely affect the product. Products installed in such environments are 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 these Terms & Conditions from time to time. Any amendment will apply to new orders from the date it takes effect. Amendments will not retrospectively reduce the substantive Product Guarantee rights applicable to an existing order.

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 Caddy Windows may update its aftercare, service, and booking terms from time to time, including the methods for reporting faults, submitting information, providing evidence, arranging appointments, and communicating with customers. Customers must follow the reasonable service procedures in place at the time a service request is made, provided those procedures do not materially reduce the substantive Product Guarantee rights applicable to their order.

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 will be suspended immediately and will resume only once all outstanding sums have been paid in full. Any period of suspension will not extend or restart the original guarantee period.

11.7 Where a formal legal dispute or court proceeding directly concerns the defect, works or remedy that are the subject of a guarantee claim, Caddy Windows may suspend the affected guarantee work where it is reasonable to do so pending resolution of that dispute. This will not affect guarantee support for unrelated matters.

11.8 Where any dispute relating to goods, works, or defects is resolved by formal settlement, price reduction, or court judgment, all guarantee obligations in respect of the affected products, works, or issues shall terminate immediately, unless otherwise expressly agreed in writing in the settlement or specified by the court.

11.9 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.

11.10 If any provision of these Terms & Conditions is found to be invalid, unlawful or unenforceable, that provision shall be treated as removed to the extent necessary, without affecting the validity or enforceability of the remaining provisions.

This guarantee does not cover:

12.1 Any product damage caused by accident, neglect, misuse, general wear and tear, attempted forced entry, criminal damage, deliberate damage, or other external causes.
12.2 Any physical damage, scratching, cracking, or breakage to glass occurring after installation. Internal condensation caused by sealed unit seal failure remains covered in accordance with the applicable guarantee period.
12.3 Any claim in respect of products or components where guarantee coverage is expressly dependent upon manufacturer backing, and the original manufacturer rejects the claim in accordance with their terms, or is unable or unwilling to assess or honour the claim.
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 Defects must be reported promptly. Where delayed reporting causes secondary damage, inflates repair costs, or prevents proper assessment, Caddy Windows reserves the right, based on our technical assessment, to decline, limit or recharge the claim.
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 claim relating solely to the cosmetic appearance, surface finish, plating, coating, or colour of door ironmongery, where the operation or security of the moving part is not materially affected.
12.12 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.
12.13 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.
12.14 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.
12.15 Caddy Windows also reserves the right to refuse service entirely in cases of fraud, false reporting, or repeated unreasonable conduct.
12.16 Where Caddy Windows is prevented from completing the original works or carrying out reasonable inspection, repair or rectification due to customer refusal, denial of access or non-cooperation, Caddy Windows may decline the affected claim and shall not be liable under this guarantee for any resulting or additional damage, deterioration or costs.