Customer Statutory Rights

Last updated: 1 July 2026

This page provides a plain-language summary of your statutory rights as a customer of Clearglaze Midlands Ltd.

It is intended to help explain how UK consumer rights may apply to windows, doors, conservatories and related glazing products supplied and installed by us.

This page should be read alongside our:

• Terms & Conditions

• Warranty Policy

• Quotation

• Order confirmation

• Aftercare guidance

• Any manufacturer-backed guarantee documents provided to you

Nothing in our Terms & Conditions, Warranty Policy, manufacturer guarantees or other customer policies affects your statutory rights.

1. Your rights for goods

Under the Consumer Rights Act 2015, goods supplied to consumers must be:

• Of satisfactory quality

• Fit for purpose

• As described

For Clearglaze Midlands Ltd, this may apply to products such as:

• Windows

• Doors

• Conservatory components

• Glazing units

• Frames

• Locks

• Handles

• Hinges

• Other supplied materials

If goods are faulty, not as described, or not fit for purpose, you may be entitled to a remedy. Depending on the circumstances, this may include:

• Repair

• Replacement

• Price reduction

• Refund

Because many of our products are made to measure or manufactured specifically for your property, the appropriate remedy will depend on the nature of the issue, the stage of the order, whether the product has been installed, and whether the fault can reasonably be repaired or replaced.

2. Your rights for services

Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill.

For Clearglaze Midlands Ltd, this applies to services such as:

• Surveys

• Installation work

• Remedial work

• Related fitting services

If a service has not been carried out with reasonable care and skill, you may be entitled to repeat performance, where the issue is put right within a reasonable time and without significant inconvenience.

Where repeat performance is not possible, or cannot be completed within a reasonable time, you may be entitled to a price reduction depending on the circumstances.

3. Made-to-measure and bespoke products

Many products supplied by Clearglaze Midlands Ltd are made to measure, bespoke, specially ordered or manufactured specifically for your property.

This means cancellation rights may be limited once:

• An order has been confirmed

• Materials have been ordered

• Manufacturing has started

• Costs have been incurred

This does not remove your statutory rights if goods are faulty, not as described, not fit for purpose, or if services are not carried out with reasonable care and skill.

4. Cancellations and home-visit contracts

Clearglaze Midlands Ltd provides a local survey, supply and installation service. We do not operate as a standard distance-selling business for online product sales.

Where a contract is agreed away from our business premises, such as during a home visit, cancellation rights may apply under the Consumer Contracts Regulations 2013.

However, cancellation rights can be affected where:

• Products are made to measure or personalised

• Work has already started with your agreement

• Materials have been ordered specifically for your property

• Manufacturing has begun

• A service has already been partly or fully performed

Where applicable, we will explain cancellation arrangements as part of the order process. If you are unsure whether cancellation rights apply to your order, please contact us as soon as possible.

5. Warranty and manufacturer guarantees

Clearglaze Midlands Ltd provides a standard 10-year warranty on qualifying products supplied and installed by us, subject to the terms, exclusions and maintenance requirements set out in our Warranty Policy.

Some products, parts, glass units, hardware or components may also be covered by separate manufacturer-backed guarantees.

These warranties and guarantees are in addition to your statutory rights. They do not replace or reduce your legal rights under UK consumer protection law.

Please refer to our Warranty Policy for full details of:

• What is covered

• What is excluded

• How to make a claim

• Customer maintenance responsibilities

• Inspection arrangements

• Manufacturer-backed guarantees

6. CERTASS registration

Clearglaze Midlands Ltd is CERTASS registered.

Where applicable, qualifying replacement window and door installations will be registered through CERTASS under the relevant Competent Person Scheme.

Where a Building Regulations Compliance Certificate is required and applicable to the work carried out, this will be arranged through CERTASS following completion and registration of the installation.

CERTASS registration does not replace your responsibility to obtain any required:

• Planning permission

• Listed building consent

• Conservation area approval

• Landlord consent

• Leaseholder consent

• Other property-specific permission

7. What our policies mean

Our Terms & Conditions, Warranty Policy, quotations, order confirmations, aftercare guidance and manufacturer-backed guarantees explain how we work, what is included, what is excluded and how issues are handled.

These documents are intended to provide clarity. They do not replace, limit or reduce your statutory rights.

If there is a genuine issue with goods or services supplied by Clearglaze Midlands Ltd, we will review the matter and take reasonable steps to resolve it in line with your legal rights and our own policies.

8. If you have a concern

If you believe there is a fault with your installation, product or service, please contact Clearglaze Midlands Ltd as soon as possible.

Please provide:

• Your name and contact details

• The installation address

• The approximate installation date

• A description of the issue

• Photographs or videos where helpful

• A copy of your invoice, order confirmation, warranty document or proof of purchase where available

We may need to inspect the issue before confirming the appropriate next steps.

9. Where to find more information

For more information about consumer rights in the UK, you may wish to contact Citizens Advice or refer to official UK government consumer guidance.

You may also wish to review:

• Terms & Conditions

• Warranty Policy

• Privacy Policy

• Cookie Policy

10. Contact

If you have a question about your statutory rights, warranty cover or an issue with your installation, please contact:

Clearglaze Midlands Ltd
16 Tewkesbury Dr, Kimberley, Nottingham, NG16 2QG
Email: info@clearglazemidlands.co.uk
Telephone: (+44) 7896 293261

Statutory rights summary: your legal rights are not affected by our Terms & Conditions, Warranty Policy or manufacturer-backed guarantees.