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Bespoke Doors and Windows in South London
Free Windows & Doors Quote
Contact us for a Free Windows and Doors Survey in South London

1. ILLUSTRATIONS - any illustrations on the order, schedule of work, or in our promotional literature are for your information only and will not be to scale. The Customer accepts that size, scale and colour may differ from any illustrations.

2. VARIATIONS - Any variation to this order requested by the Customer must be agreed upon by Bespoke windows & Doors RG Ltd (Bespoke RG) and confirmed in advance in writing.
2.1. The price will be affected by any material changes that the Customer request or which are agreed upon and deemed necessary following the survey.
2.2. Bespoke RG may make minor technical changes to the specification or products, which will not be to the detriment of their appearance and will not affect the price.
2.3. Any changes requested after the order form has been signed are usually not possible unless the manufacturer agrees to them. This, however, will affect the overall lead time and cost. Any variations or additional work agreed upon are subject to payment before placing the order or starting the work.
2.4. Windows and doors supplied by Bespoke RG have standard ironmongery included in the price. Should you require a custom/ different ironmongery, etc then it will be subject to an additional fee for the parts and the fitting. The standard ironmongery, etc allowance won't be deducted from the invoice.

3. ACCESS TO PROPERTY - Once we start the project access to the property will be required at all times during our working hours from 7.30 am to 6 pm. Access is required throughout the duration of the project. The team will try to accommodate the Customer's preference, however, it is not always achievable. Please note that if our team is unable to gain access to the property an extra charge will have to be applied to your invoice. If possible, please arrange the spare keys for the team's disposal.
3.1. Should you have any pets, please secure their well-being during the installation.
3.2. Our team requires toilet access during the installation with direct access to running water in order to clean the tools at the end of the day. If this is not possible, please inform the office. The portable toilet hire must be arranged in such case. This will be subject to additional cost.
3.3. We endeavour to deliver the parking cones one day prior to the planned installation. Please use them to secure the parking space in front of the property if you do not have a driveway. Parking space is essential on the first day of installation for product delivery.
3.4. The Customer is required to confirm appointments by accepting the online calendar invitation or email.

4. PROJECT DURATION - The duration of each project is estimated and based solely on our past experiences with similar tasks undertaken by Bespoke RG. As it is an estimate we are not in the position to guarantee a precise completion date due to vast unforeseen circumstances such as human factors, weather, or even road traffic. Therefore, we would like to inform you that on some occasions the finalisation of the project might be delayed marginally.
4.1. Bespoke RG will not be deemed liable for any delay in the completion of the work, which arises from causes beyond the control of Bespoke RG (Including not limited to fire, flooding, civil disturbance strike action by others, criminal damage, COVID-19, or acts of war).

5. THE ESTIMATE only covers the works and materials listed. All other works and materials not included in the estimate will be treated as additional works and materials. All additional work will be consulted and estimated before the commencement of the project as additional work. This work will only commence after the payment is received. The invoice will be issued before the start of the project. Additional work has to be confirmed in writing and paid in advance.
5.1. Due to the current volatile nature of the market in raw materials, our estimates are only valid for 7 days. In the event of non-payment of the deposit within 3 days from accepting the estimate, the invoice and estimate are invalid.
5.2. Prior to accepting the quote/ paying the deposit/ signing the order form please make sure that the specifications of the required product are correct. Please contact the office if something is unclear. 5.3. Scaffolding is not included in estimate as standard unless otherwise agreed. The customer is responsible for making suitable arrangements.
5.4. Radiator, plantation shutters, blinds, etc removal and reinstallation are not included in the estimate.

6. SUPPLY ONLY ESTIMATES - Please check the product for faults upon delivery. We do not bear any responsibility or liability for problems arising from the faulty installation. If our installer will have to inspect an installation due to allegedly faulty windows (or any other product), it is subject to a £250+Vat call-out fee, paid in advance. In case of a confirmed fault, the call-out fee will be refunded.
6.1. Bespoke RG does not bear responsibility for orders placed based on customer measurements if the product won't fit.
6.2. Important information about timber sash windows to consider: While traditional, these windows can be quite noisy in their operation.
6.3. Fensa and Installsure registration is not included in the Supply Only Estimates.

7. ESTIMATE MATERIALS NECESSARY TO FULFIL THE PROJECT - The material cost stipulated in the estimate is only an estimate and includes materials we deem vital to carry out the work and based on our initial survey of the property upon commencing the project. Although we ensure that our quotes are as accurate as possible unforeseen costs can occasionally occur, as when the initial survey is taken it is sometimes impossible to know all eventualities. We would like to inform you that there are circumstances that need additional material, not already incorporated in our Estimate, which may arise on an Adhoc basis. Therefore, the price of the initial estimate will be adjusted to reflect the cost of additional material. Any additional options and variations to the project, not already included in the quote, will increase the scope and complexity of the planned work. The price of the existing estimate will be subjected to a change to reflect it.
7.1. If in the opinion of the Bespoke RG surveyor or our technical staff, the work cannot be satisfactorily or safely carried out, we will write to you giving you the reasons. If no satisfactory alternative can be agreed then we may cancel the agreement in which event any deposit will be refunded, less any costs incurred by Bespoke RG.
7.2. Bespoke RG will not be responsible for payment for any work Customer deems necessary done by external builders. All work will be done by Bespoke RG 's team or an appointed subcontractor. Should any future dispute arise, the Customer must provide three estimates for the work in question.

8. ORDER - The Customer has to check and confirm the order in the written form via online signature. Bespoke RG will place the order or start the project only after receipt of the signed Order Form or Building Project. Please sign and return the form within 7 days of receiving the document. Bespoke RG is not able to guarantee the price past this time, in such case quote will have to be revised. The order will be processed on the next working day. Orders received on Fridays will be processed on Mondays.
8.1. If the ordered product arrives different/faulty from the manufacturer despite the correct order placed by Bespoke RG, then it will be rectified in a timeframe provided by the manufacturer. The product will be installed and reinstalled (if necessary) at no additional cost occurring to the Customer. Bespoke RG will not be liable for the delay and inconvenience caused by the manufacturer's mistake.
8.2. The current lead time will be confirmed at the time of the order. Please bear in mind order lead time is counted from the date of signing the online order form.
8.3. Bespoke RG is closed for Christmas Break between 15/12 till 10/01. This may cause delays/ longer waiting times in the installation schedule for the following year. Delays may occur during the Easter time as well.
8.4. The delivery date of your order is not the installation date. Please bear in mind that the faster we receive the deposit, the faster we are able to order your product and book you for installation. 
8.5. Bespoke RG comes into the contract with the Customer named on the Invoice, therefore, we will not accept the instructions with regards to the design, installation, snagging from the architects, site managers, builders, etc, unless otherwise agreed in writing prior to commencement of the project.

9. ORDER CANCELLATION - If the Customer cancels the order after the online order form is signed, the deposit is non-refundable. Should you wish to cancel prior to that, your deposit will be refunded less the administrative costs (max 5% of the project value) plus parking, CC, and ULEZ costs.
9.1. On rare occasions Bespoke RG will have to cancel the order, in such case, the Customer will be notified and the full deposit refunded.

10. PAYMENT – Please refer to the Payment Schedule.
10.1. If the invoice is not paid within the due date, the Customer will receive Reminder 1, Reminder 2 (both via email in the morning). If the account is still in the arrear, the team will be withdrawn from the site on the following day. The Final Reminder 3 is a notice of immediate withdrawal of the team from the project. The reinstatement of the team on site depends on their current schedule and might take between 7 to 14 working days or to be confirmed.
10.2. Payments via online links & credit cards will be subject to an administration fee of 5% of the overall invoice value. In such cases, Stage 3 and Stage 4 (Installation) must to paid upfront.

11. INSTALLATION - Bespoke RG will not be held responsible for the lack of adequate support such as lintels within the existing structure, during the course of the fitting of the Bespoke RG products. Bespoke RG will not be responsible for repairing any defect that existed before the installation or for any damage arising from such a defect.
11.1. It is the responsibility of the Customer to ensure any work carried out to the property is not in contravention of any Covenants or Byelaws held over the property.
11.2. Bespoke RG will not undertake to move fixtures, fittings, furniture, or relocate services such as pipes, curtains, cables, radiators, or burglar alarms. Bespoke RG will refit TV aerial cables, telephone wires, and doorbells when necessary, at the sole risk to the Customer.
11.3. Bespoke RG will make good (excluding decorations) internally and externally within 200mm of each new unit, but cannot be responsible for any non-matching due to the weathering or aging of existing finishes such as bricks, and pebble dashing, rendering, or Tyrolean, etc. Where cover trims cannot be fitted, Bespoke RG will make good to a pre-decoration standard, but will not be responsible for any redecoration.
11.4. Bespoke RG recommends installing windows and/or doors prior to the internal & external redecorating (this includes the period/ featured facades, restoring brickwork, etc) when there is an ongoing building project. This is to avoid any unnecessary damage to the work that is already done by other building teams. Should the Customer decide otherwise, then Bespoke RG will not be held responsible for any excessive damage which is caused by removing the existing windows and/or doors. When it is not possible due to the multiple teams' involvement, then it is recommended to have a 500 mm (each side) unfinished surface around the windows and/or doors.
11.5. Bespoke RG cannot guarantee that any existing frames when removed will be intact for use elsewhere.
11.6. All existing frames or scrap materials will be removed and disposed of by Bespoke RG unless the Customer specifically asks Bespoke RG to do otherwise, prior to commencement of the installation. Gentle removal is subject to an additional payment. 
11.7. The sequence of placing the orders determines the order of installations.We will try to accommodate your request to work alongside your building team, however, this is not always possible.
11.8. If the installation is not carried out within 30 days from the date proposed by Bespoke RG due to the Customers preference/unavailability, then the Customer is liable for the storage fee, charged at £20 + Vat per day per order. Due to the current volatile nature of the market in raw materials, the Installation Estimate will have to be revised afterward.

12. PROTECTION - Bespoke RG does not take responsibility for the damaged property due to unsuitable protection equipment/materials used. We use standard protection (depending on the project: dust sheets, boards, and self-adhesive carpet/hard floor protection), therefore, it is a Customer's responsibility to notify us if it is not suitable.
12.1. If a survey has been prepared whilst there was a building site, then floor protection is not included. If the building becomes habitable in the meantime, then a quote will have to be updated to reflect the change.

13. FAULTS - Any faults must be identified and detailed in writing within no more than 7 working days of delivery of items in a query to the site. We will have no liability for any faults that are identified after this period has elapsed. We will do our best to repair the faults in a satisfactory manner in the shortest time frame possible, based on the fitting schedule and the distance up to the customer premises.
13.1. For repairs or replacements under warranty, the Customer has to be sympathetic with the situation and understand that Bespoke RG will repair or replace the goods, but not in a specific time frame, to avoid any financial loss occurred by individual trips, specific access hours, personalised requests from the Customer or fluidity of current projects. All claims must be made in written form along with photographic evidence or a video.
13.2. If repair is necessary for faults arising from neglect or misuse or by the use of improper cleaning materials, then it would have to be carried out at a cost to the Customer.
13.3. If any issues/faults occur after the signing of the End of Project Letter and the team will have to check it, the inspection will be charged at £250+VAT. The fee will be refunded if the product is faulty. In case of the Customer's misuse, the fee shall not be refunded.

14. WARRANTY - The workmanship is covered under the workmanship warranty for a period of 12 months. Warranty is lost due to unpaid invoices (in such case Bespoke RG will not be held responsible for any damages occurring due to not completing the works and team withdrawal), and individual alterations made to the product after the installation. If after the installation the building is still an active building site then adequate protection (to prevent excessive dust and debris from damaging the mechanisms) must be used on newly fitted windows and/or doors in order to preserve the Warranty.

14.1. Goods supplied by the Bespoke Windows & Doors RG Ltd have a warranty of:

* or as per Manufacturer's Terms & Conditions.
The foregoing warranty covers only the doors and windows used properly and according to the user's manual.

14.2. The following requirements should be met in particular:


14.3. Warranty does not involve the following:


14.4. Warranty is lost due to the following:


14.5. Warranty period is calculated from the date of the invoice / installation.


14.6. Bespoke Windows & Doors RG Ltd will deal with your claim as following:


14.7. Warranties & Liability


14.8. Warranty will be issued only after the End of Project Letter is signed and the final balance is paid. A warranty won't be issued if the invoices remain unpaid for more than 3 months.

15. SNAGGING - It is used to describe the process of checking building works before they finish, and compiling a list of unsatisfactory or outstanding works to be done. Upon completion End of Project Letter must be signed.
15.1. The customer is required to check the final snagging alongside the team member during the last day of scheduled works. Only one final snagging visit is included in the estimate, therefore please make yourself available to attend. Each additional visit will be charged at £250+VAT.

16. PARKING – The customer is responsible for the car park cost, congestion charge, ultra-low emission zone charge, where charges apply. Please prepare permits in advance of the planned installation. The unpaid parking, etc fees are subject to an additional cost. The final invoice for the parking costs (where charges apply) will be issued after the end of the project. All outstanding balances must be paid before the rubbish removal and Fensa registration.

17. RUBBISH - will be removed after we receive the signed End of Project Letter along with any outstanding payments. Usually, Friday, Saturday or Monday (up to 7 working days upon complition) unless otherwise agreed.

18. FINAL ACKNOWLEDGEMENTS.
18.1. Like for like replacement means an exact replacement of the original windows/doors in terms of materials, proportions, and method of opening. Glazing pattern (fenestration), construction detailing, and decorative finish is subject to special order and has to be confirmed in advance and in writing.
18.2. We do not take responsibility if your existing blinds or plantation shutters will not fit the new windows or doors.
18.3. Windows, Doors, and Plantation Shutters are bespoke products, therefore non-refundable. If you do not receive the Fensa registration confirmation within 14 days from signing the End of Project Letter, please contact us as soon as possible. After this period lapses, the Final Inspection has to be booked. The Assessor needs to check the installation and it is subject to £250+Vat fee.
18.4. I acknowledge, that I am not permitted to ask for contact details of subcontractors working at my premises in order to book new projects. All future (additional) work has to be obtained (estimated) via Bespoke RG's office. I understand that breaching this condition will result in not having the manufacturer's warranties.
18.5. I understand that Bespoke RG might put the advertisement banner in front of my property for the duration of the project, usually 14 working days. I have no objections, otherwise, I will notify the office.

19. PHOTOS AND VIDEOS - At the beginning of the project the team will take pictures of the work area as evidence of existing damages/faults within the property prior to commencement of the project/installation. Those photos will be only used should future dispute arises. After completing the project, the team will make a video to evidence fully functional products.
19.1. Bespoke RG reserves the right to take photographs and videos during each appointment at the Customer's premises (starting with the initial survey appointment).
19.2. I give consent to Bespoke RG to take the photos or/and videos of my property (outside and inside - depending on the project) before, during, and after the project. I acknowledge that those photos or/and videos might be used on the company's website or any other platform Bespoke RG is a member of. No personal details will be shared along with the photographs or/and videos.

20. By signing below I acknowledge that I have fully read, understood, and accept the Bespoke Windows & Doors RG Ltd policy. I understand that if I have any questions or concerns about this policy, it is my responsibility to discuss this with the team of Bespoke RG.