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Terms & Conditions

ADOORED LIMITED | STANDARD TERMS AND CONDITIONS FOR GOODS AND SERVICES

General Terms

These terms and conditions apply to the use of this Website and by accessing this Website and/or placing an order over the telephone through our Customer Services team, you agree to be bound by the terms and conditions which are set out below.

We reserve the right to amend our product range at any time. We reserve the right to correct any omission or error in any of our sales literature, online information, customer paperwork or other document without any liability to us.

All prices and specifications, whether produced online or otherwise, as subject to survey and qualification.

All toplight and sidelight prices are based on squared edged products as displayed on the door designer. Prices for arched or shaped toplights and sidelights are available upon request.

Every attempt has been made to ensure colours shown are accurate, but due to printing processes (in the case of printed documents and brochures etc.) and materials used, or due to discrepancies on settings between third party browsers and devices, colours may be slightly different on screen or on print compared to the finished door.

Every attempt has been made to ensure glass is represented as accurately as possible within the limitations of displaying a transparent material in print / on screen.

The Website is owned by Adoored Limited. Registered office: Adoored Ltd, 1 Grove Place, Bedford, MK40 3JJ. Company Number: 08209008. Telephone number: 0330 333 4499. Email: customerservice@adoored.co.uk

Adoored Limited is authorised and regulated by the Financial Conduct Authority in relation to credit broking.

Adoored Limited is a member of the Double Glazing and Conservatory Ombudsman Scheme (DGCOS).

Acknowledgement and Acceptance of your Order

All doors, top lights, side lights and flag lights supplied by Adoored Limited are made to order. Once you place an order with us we will arrange for our approved partner company to survey your property. Any fitting issues will be identified at this stage. When you have placed your order you will receive an Order Confirmation email detailing your specifications. Please check this carefully.

Please be aware that you are responsible for ensuring that you have the necessary planning permission for improvements to your property and that you advise us by email to customerservice@adoored.co.uk if a Fire Door is required.

Processing your Order

Quoted prices are valid for 1 month from the date of the quote.

Once your survey is complete our Customer Service Team will contact you to confirm that you are happy for the door to go into manufacture. The payment process depends on whether you have chosen to pay via Sage Pay or use the finance provided by Barclays Partner Finance.

It is important that you check the information provided in your Order Confirmation as we will be unable to amend the door style, colour etc. once the door has gone into production.

. For customers using the Sage Pay facility this means that once the survey has been completed and you have emailed us to confirm that the order is correct we will process your deferred payment and no change can be made to the order after this point. For finance customers, once you have signed and returned your finance documents to us and the survey has been completed and you have emailed us to confirm that the order is correct we will order your door materials and no change can be made to the order after this point.

Payments via Sage Pay over the Phone or Online

If you chose to pay through Sage Pay your card payment will then be processed in line with the information on our Website. The order contract will be deemed to be in place once the survey is completed and you have emailed us to confirm that the details in the Order Confirmation email are correct.

It is important that you understand that the order is a legally binding contract. Your statutory rights, including any cancellation rights, are not affected.

Finance Payments

If you chose the Finance option you will have received a phone call from one of our Customer Services representatives to take you through the finance application and if you were accepted by our finance provider, Barclays Partner Finance, your documents will be sent to you for you to sign and return to us. Please sign and return the documents as soon as possible as the order contract will be deemed to be in place only when these signed documents are returned to us and you have emailed us to confirm that the details in the Order Confirmation email are correct.

The terms of the Barclays Partner Finance Privacy Policy can be found at www.barclayspartnerfinance.com/privacy-policy.html.

It is important that you understand that the order is a legally binding contract. Your statutory rights, including any cancellation rights, are not affected.

Our Services

Our services relate to the surveying and installation of the products specified in your Order Confirmation as confirmed by our Site Survey document and any subsequent agreement with you. Please be aware of the following;

  • We will only supply products where we have carried out a site survey unless you choose to measure your own door, in which case you need to refer to the Supply Only Orders section of these terms and conditions; (Our preference is to survey the door, and taking your own measurements is at your own risk.)
  • We will only install products where we have carried out a site survey;
  • We will only install products supplied by us;
  • Our services do not include the provision of any structural works except where specifically identified on the site survey document and subsequently agreed by us to do so. Structural works mean any building work required on the property to allow one of our products to be installed. This could include the installation of a lintel for instance.
  • Our services do not include the provision of any making good except where specifically identified on the site survey document and subsequently agreed by us to do so. Making good means any work required to areas adjacent to the door installation. This could include painting and decorating or plastering for instance.
Delivery and Installation

Once your order has been placed Adoored Limited will advise you on the estimated delivery or installation date. We currently deliver our doors to the whole of the UK on a supply only basis. For installations our coverage area is currently 20 miles around Milton Keynes, Bedford, Luton, Warrington, Liverpool, Manchester, Birmingham and Leicester. We are able to install anywhere in the UK but additional charges may apply. Installations can take place between 8 – 5 Monday to Friday depending on the availability of our Approved Installation Partner. You will be contacted by our Approved Installation Partner a few days before installation to agree a suitable time and date. We will aim to install / deliver at the agreed time but can not guarantee this where circumstances arise which are outside of our control.

For delivery only orders, please ensure that somebody will be at home to receive the delivery, as deliveries can not be made if the paperwork is not completed and the door and ancillary products are not signed for. If an additional delivery has to be arranged there will be an extra charge for this payable before the delivery is made.

Please ensure that any necessary permission is gained prior to installation as appropriate. Please also ensure that any wires or cables passing through the door or frame or attached to either are removed. Re-connection afterwards is not included in the work we offer. Any objects which may obstruct installation such as furniture or plant pots should be removed and please inform our Approved Installation Partner of any parking restrictions which may affect access of their vehicles.

Please advise our Approved Installation Partner if you would like to keep your old door, otherwise we will remove the old door and recycle it where possible. Our Approved Installation Partner will also remove all packaging, but ‘making good’ such as touching up paintwork is not included in our work other than any additional work identified in the Survey and paid for when the Order was placed.

Our standard Adoored installation includes the following;

  • Frame fitted directly to the brick or blockwork;
  • A normal external finish – silicone: 1 x trim all round, render or pebbledash: up to 1.25 square metres (2.5cm all round);

In some circumstances, your home may need extra work, the surveyor will discuss this with you during the survey. The following rates will apply:

  • Grade 1 – Any internal or external finish being more than 1 x trim all round;
  • Grade 2 – Any making good externally, being render or pebbledash, exceeding 1.25 square metres, but less than 5 square metres; Any making good internally being plaster exceeding 1.25 square metres, but less than 5 square metres.
  • Grade 3 – POA – Any making good externally, being render or pebbledash, exceeding 5 square metres; Any making good internally being plaster exceeding 5 square metres.

Payment will be taken prior to work commencing. If you’re not comfortable going forward at this stage, then tell the surveyor and you will incur no cost.

Any defects must be notified by phone on 0330 333 4499 within 72 hours of installation and confirmed in writing within 7 days to customerservice@adoored.co.uk

Areas of Operation

We can install at most mainland UK addresses. The post codes we are currently unable to cover are as follows;

  • AB10 to AB99 inclusive (Aberdeen)
  • DD1 to DD11 inclusive (Dundee)
  • GY1 to GY9 inclusive (Guernsey)
  • HS1 to HS9 inclusive (Outer Hebrides)
  • IM1 to IM99 inclusive (Isle of Mann)
  • IV1 to IV63 inclusive (Inverness)
  • JE1 to JE4 inclusive (Jersey)
  • KW1 to KW17 inclusive (Orkney Islands, Kirkwall, Stromness)
  • LL58 to LL78 inclusive (Anglesey)
  • PA20 to PA78 inclusive (Paisley)
  • PH1 to PH50 inclusive (Perth)
  • PO30 to PO41 inclusive (Isle of Wight)
  • TR1 to TR93 inclusive (Truro area)
  • ZE1 to ZE3 inclusive (Shetland Islands)
Supply Only Orders

Any supply only order will incorporate the delivery of the products specified on your Order Confirmation. We do not include ancillary items such as trims, mastic, fixings and the like in our supply only packages.

Supply only orders will not benefit from the one year workmanship guarantee available with our supply and installation service.

Where you decide to not to use our survey service and provide us with your own measurements this is entirely at your risk and Adoored will not be responsible for incorrectly measured products and/or incorrectly specified products. You will be asked to check and confirm manufacturing information prior to your order being processed.

You will have responsibility for the products as soon as you have signed for them and taken ownership.

Where you have opted for a Supply Only Order and used our finance facility you will be required to sign the Completion Note on delivery of your door. If nobody is available to sign this note then the delivery will not be made and you may incur charges for re-delivery in addition to any delivery charge already made which will be payable in advance of the new delivery being made.

Fire Doors

It is your responsibility to check with your Local Authority whether or not a Fire Door is required and if so to advise Adoored of this by emailing customerservice@adoored.co.uk Adoored offer Fire Doors in a limited style range and we will advise you of the Fire Door range and pricing. Our standard lead time may be increased for Fire Doors.

Additional Keys

If you have selected Premium Installation or ordered additional keys from us we will order the additional security keys for you. Your door will be delivered to you or installed with 3 keys on a fob which has codes on it. You will need to call Adoored on 0330 333 4499 or email us on customerservice@adoored.co.uk with the key codes. We will then order the extra keys and post them to you. For security reasons Adoored will not post the keys to the property where the door has been fitted so please provide us with an alternative postal address such as a work, friend or family postal address.

On Installation Day

Please ensure our Approved Installation Partner can gain access as agreed and as stated above. Your old door will be removed and your new door and sidelight, top light, flag light (if applicable) will be installed. All packaging will be removed together with your old door unless otherwise requested by you. To make sure you are completely satisfied with your installation the team will ask you to sign for your new door after it has been installed.

Cancellation Policy

If you need to cancel your order with Adoored Limited, the following refunds apply:

  • If cancellation is requested prior to your order being confirmed following our survey visit, there will be no charge.
  • If cancellation is requested at any point prior to installation after payment has been made, the installation cost only will be refunded.
  • If cancellation is requested at any point after the installation date has been agreed, there will be no refund.

In order to cancel your order you will need to write to us at Adoored Limited, Cranfield Innovation Centre, University Way, Cranfield University Technology Park, Cranfield, MK43 0BT or email us at customerservice@adoored.co.uk Please reference your surname and post code in all correspondence.

Your Guarantee

All products supplied by Adoored Limited are supplied with a 10 Year Warranty which will be sent to you after we receive confirmation from our Approved Installation Partner that you have signed to say that you are happy with your installation.

All workmanship provided by Adoored Limited has a 1 Year Workmanship Warranty from the date on which the door was installed.

It is quite common for a new door to move slightly after installation. Such movement can be corrected by carefully adjusting the hinges. Full instructions are available on request and this is the responsibility of the customer.

All warranty work is covered by Adoored Ltd but we reserve the right to make a small charge where the work required is as a result of mis-handling of the products.

The Guarantee is subject to the customer maintaining the door in accordance with Care Guide.

Your Obligations

In order for us to manufacture and install your door, we need you to co-operate with the following conditions;

  • Apply for and obtain any necessary permissions, licenses and consent which may be needed prior to work starting, at your own cost;
  • Check if a Fire Door is required and if so advise us by email at customerservice@adoored.co.uk
  • Ensure we have reasonable access to your property to complete the survey and installation;
  • Supply us with any information that we might request or need to be able to complete the work;
  • Be available to sign the job completion sheet when we have installed your door / or sidelight and toplight requirements in accordance with the order you placed with us;
  • Where necessary, allow us access to power and lighting to complete our works.

Before we start our work, please make sure you have done the following;

  • Arranged for any wires or cables passing through the door, or attached to it to be removed. You will need to get these re-connected afterwards as this is not included in our works;
  • Removed any furniture or ornaments that are in the vicinity of the door so that our installers have room to work in;
  • Advised us if there are any parking restrictions that will prevent us from getting close to your property.
  • Let us know if you would like to keep hold of your old door to use elsewhere. Please be aware that once we have removed it from site for recycling, we will be unable to return it;
  • Made arrangements to keep children and pets away from the doorway during installation to keep them safe.
What we will Deliver to you and How You can Help

We will supply our products to you in order to fulfill your order in accordance with the description and appearance on our website and the products will be in satisfactory order. The installation workmanship will be provided with a 1 year Workmanship Warranty.

We will ensure that we (or our Approved Installation Partner) install the door/s, sidelight/s, toplight/s, flag light/s using the appropriately skilled workmanship, and we warrant that this installation will be in accordance with your order and will provide you with a 1 year Workmanship Warranty.

In the unlikely event that we do not deliver the products in accordance with the standards set out above we will at our discretion:

  • Replace or repair the faulty products free of charge (or the relevant part of the products), or put right any workmanship within the relevant warranty period outlined above, or if we agree with you to refund the price of the goods found to be faulty within the warranty periods outlined above if they are found to be problematic due to faulty parts or workmanship, Adoored Limited will then have no further liability to you for these goods or the installation of the goods.
  • These are conditions you need to meet to make sure that the warranty remains valid. For example;
  • If any goods supplied by us are used in any way other than in accordance with the Care Guide then Adoored Limited will not be held responsible.
  • If you have arranged your own installation, or if the installation is carried out by anyone other than our Approved Installation Partner, and the installation is incorrect Adoored Limited cannot be held responsible.
  • If the goods are repaired or modified by you Adoored Limited will not be held responsible.
  • If the goods are used in any way other than that understood by the term ‘normal domestic use’ Adoored Limited will not be held responsible.
  • If the door / goods are used in any way which would not be expected under the term ‘normal wear and tear’ then Adoored Limited will not be held responsible.
  • If the goods or installation provided by Adoored Limited are found to be defective during the relevant warranty periods (as described above), Adoored Limited will, at our discretion, either put right the installation, or refund the price, but in the case of the latter option Adoored Limited will not accept any further liability for the goods or services.
Limitations on Liability

These terms and conditions are not set out to limit or exclude liability for the following:

  • Fraud or misrepresentation made by any employee of Adoored Limited
  • Death or personal injury caused by the negligence of Adoored Limited or its employees
  • Any other form of liability which can’t be restricted by law

Adoored Limited will not be liable for any loss or damage suffered by the Customer, however that damage was caused, whether by negligence, or breach of contract in excess of the price of the goods and services supplied.

Adoored Limited will not be liable to the customer or any other party for any loss of profit or other loss suffered by the customer however caused as a result of negligence, or breach of contract or otherwise.

Delay or Failure to Perform

Adoored Limited will not be liable for any delay or failure to perform resulting from any event or circumstance outside of our reasonable control such as strikes, accidents, acts of God, war, fire, breakdown of machinery, or shortage of raw materials from a natural source of supply and under any of these circumstances Adoored Limited will be entitled to an extension in which to fulfill any obligations.

Severance

If any court of law deems any part of these Terms and Conditions to be invalid or illegal for any reason then all other aspects of the Terms and Conditions will still remain valid.

Complaints

Complaints Handling Procedure

  • Adoored Limited will provide any customer requesting a copy of our complaints procedure to the customer within 5 working days.
    Ombudsman Scheme – Handling of disputes
  • Any disputes, differences and questions which at any time arise between the parties to this agreement will be dealt with in accordance with our Complaints Procedure, which is available on request by emailing customerservice@adoored.co.uk Any customer not satisfied by the response from Adoored Limited has the right to refer the matter to the Double Glazing and Conservatory Ombudsman Scheme (DGCOS) at no cost to the customer.
  • Where a matter referred for conciliation or mediation has not been resolved within one month or such later time as the parties may agree in writing either of the parties shall have the right to request that the matter(s) in dispute be resolved by arbitration and/or determined by the Ombudsman pursuant to the rules of The Quality Assurance Ombudsman Scheme, 1996, or any subsequent modification thereof.
  • Where the complainant party is a consumer as defined in the Unfair Terms in Consumer Contracts Regulations, 1999 and in the Arbitration Act, 1996, or any re-enactment or statutory modification of either, this clause shall only apply where the complainant, in writing, requests a resolution by conciliation, mediation or determination/arbitration after the arising of the dispute, difference or complaint or question.
  • In the event of any dispute arising during the course of or subsequent to completion of the contract the customer will not be entitled to withhold payment in excess of an amount representing the reasonable cost of the work required to rectify or replace any allegedly defective Works which are the subject of the dispute.
Privacy

Adoored Limited use personal information you supply to us online as outlined in our Privacy Policy. Adoored Limited recognise that privacy is a serious issue and will not share your data with any organisation outside our distribution channels which include our suppliers, Approved Installation Partner and the DGOCS.

Damage to your Computer

We make every effort to ensure that this website is free from viruses or defects. However, due to the nature of the Internet, we can not guarantee that your use of this website won’t affect your computer. We recommend that you purchase the right firewall and anti-virus software to use this and other websites and screen out anything that may damage it. We shall not be liable in the very unlikely event that while using this website your computer equipment is damaged.

Intellectual Property

You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all materials and / or content made available as part of your use of this website shall remain at all times with us or licensors. You are permitted to use this material only as expressly authorised by us.

You acknowledge and agree that the material and content contained within this website is made available for your personal and non-commercial use only and that you may only download such material and content for the purpose of using this website. You further acknowledge that any other use of the material and content of this website is strictly prohibited and you agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.

Landlords

It is your responsibility to provide us with your contact details and the address to which all correspondence with regard to your order should be sent to. Adoored will not be held responsible for sending any correspondence to the tenanted property if we are not advised of an alternative postal address.

The landlord will need to be present for both the survey and installation appointments. If you delegate responsibility for the survey to a tenant or other individual, Adoored will not be held responsible for the choices made with regard to the specifications for the door including cylinder options, accessory choices, or any other aspect of the order recorded by the surveyor where the landlord is not present.

If Adoored are installing / delivering the door for you at the rented property, the landlord will need to be present to sign for Completion Note for delivery / installation. Adoored will not be held responsible for any issues arising due to a tenant or other individual signing for the installation.

For Finance orders the landlord must be present to sign the Completion Note. Adoored withhold the right not to deliver or install the door where the landlord is not present which may result in additional charges being incurred to arrange a further installation or delivery date.

Commercial / Trade Customers

Please request our Commercial Terms and Conditions by emailing customerservice@adoored.co.uk