1. About Us and How to Contact Us

1.1 Who we are

Eden Glass is a company registered in England and Wales. Company number 16904052.

1.2 How to contact us

Email: info@edenglass.co.uk

Phone: 01245 939083

Address: Kao Hockham Building, Edinburgh Way, Harlow, England, CM20 2NQ

1.3 Working hours

Monday to Thursday: 08:00–16:00
Friday: 08:00–12:00
Saturday: By appointment
Sunday: Closed

2. Your Order

2.1 When the contract starts

Your contract with Eden Glass begins when we confirm your order in writing, usually after a site survey and once the final specification and price have been agreed. If anything in your Order Confirmation differs from these Terms, the Order Confirmation takes priority.

2.2 Measurements and supply-only orders

If you provide your own sizes and specifications to us, you are responsible for their accuracy. We are not liable for issues caused, or costs incurred due to incorrect measurements or third-party installation.

2.3 Price changes before manufacture

If material or supplier costs increase significantly between deposit and manufacture, we may need to revise the price. We will always discuss and agree this with you before proceeding.

2.4 If we cannot proceed

In some situations, we may not be able to proceed with an order. If this happens, we will explain why and refund any payments made for work not carried out.

2.5 Quotation validity

All quotations are valid for 30 days from the date of issue unless stated otherwise.

3. Pricing and Payments

3.1 Pricing

Unless stated otherwise, prices include VAT, standard delivery and installation.

3.2 Payment structure

Installation orders:

35% deposit to secure your order
50% due 7 working days before installation
15% on completion

Phased installations:

35% deposit on total order
Remaining balance payable in phases, 7 working days before each install phase and 15% balance following completion of each phase

Supply-only orders:

50% deposit
50% before delivery or collection

3.3 Payment methods

Bank transfer, Visa and Mastercard accepted. All payments must be cleared before goods are released or installed.

3.4 Late payments

We may charge interest on overdue amounts at 5% per year above the Bank of England base rate (minimum 5%), calculated daily.

3.5 Invoice queries

If you believe an invoice is incorrect, notify us promptly and we will review it before applying any interest.

4. Delivery and Installation

4.1 Timing

Installation and delivery dates are estimates. We will always aim to meet them, but delays can occur due to factors outside our control.

4.2 Access to your property

You must inform us of any restrictions (tight access, parking limits, etc.) in advance.
If we cannot access the site, additional charges may apply.

4.3 Parking and permits

You are responsible for providing suitable parking or covering any associated costs unless agreed otherwise.

4.4 Lifting and specialist equipment

Where specialist equipment is needed (e.g. cranes or towers) and not included in your quotation, we will advise you following survey. You are responsible for equipment left on-site when we are not present.

4.5 Changing your installation date

Single-day jobs: minimum 7 days of notice is required
Multi-day jobs: minimum 14 days of notice is required

Short notice changes may result in charges.

4.6 Failed installation visits

If we attend your project and cannot proceed due to access issues, site readiness, or conditions differing from those agreed, we reserve the right to charge for the visit. Any outstanding balance and charges must be cleared before re-attendance.

5. Site Responsibilities

5.1 Structural openings

All structural supports (lintels, steels, etc.) must be correctly installed, stable and free from movement. We require zero movement tolerance. Additional charges may apply if this causes delays, issues with the operation of our products or the need for any re-work.

If structural issues are found, we may need to pause works and quote separately for any additional work required.

5.2 Site readiness

You are responsible for providing:

Clear and safe access to all work areas
A tidy working environment
No interference from other trades during installation
Access to basic utilities such as water and power

5.3 Scaffolding

If you already have scaffolding in place, this must not obstruct the work area unless agreed beforehand. Obstructions may result in delays and additional costs.

Where scaffolding is included within our quotation, it is based on the access requirements identified at the time of survey. If site conditions change or additional access requirements are identified after this point, we reserve the right to revise costs accordingly.

5.4 Fixtures and fittings

You must remove items such as blinds, curtains, radiators, alarms, and cables before installation. We are not responsible for damage to items left in place.

5.5 Finishing works

Our work does not include plastering, decorating, flooring, or external finishes unless clearly stated. Any making good carried out is not covered by our guarantee.

5.6 Weather sealing and follow-on works

Our installation may rely on further works (render, cladding, etc.) to fully seal the opening. Until these works are completed, the installation may not be fully weather-tight.

5.7 Delivery for supply-only

Products will be delivered to the nearest safe point (typically kerbside). You are responsible for unloading and handling from that point.

6. Guarantees and Aftercare

All products come with manufacturer warranties as specified in product documentation.
Our standard guarantee covers frames and sealed units for 10 years from installation.
Hardware (handles, locks, hinges) is typically covered for 2 years.
An optional Insurance-Backed Guarantee is available for complete peace of mind.
Guarantees do not cover damage caused by misuse, accidents, failure to maintain, or unauthorised modifications.
Normal wear and tear is not covered under guarantee.

7. Legal Terms

7.1 Ownership and responsibility

For supply-only orders, responsibility passes when goods are delivered or collected. For installation contracts, responsibility passes once installation is complete.

You are responsible for ensuring the site remains secure during installation. If goods are lost or damaged due to site conditions or security, we reserve the right to recover costs.

Ownership of all goods remains with Eden Glass until full payment is received.

7.2 Cancelling your order

You may cancel before manufacture. Once production has started, cancellation may result in charges up to the full order value due to the bespoke nature of the products.

7.3 Cooling-off period (your right to cancel)

If your contract is agreed in your home, online, or over the phone, you have the right to cancel within 14 days of signing the contract.

You must notify us in writing within this period.

If you request work to begin within the 14-day cooling-off period, you must provide written consent. If you then cancel, we may charge for work completed, materials ordered, and costs already incurred.

7.4 If we need to cancel

We may cancel the contract where continuing is not reasonably possible or commercially viable. Any payments for work not carried out will be refunded, less any costs already incurred.

7.5 Reasons we may cancel

We may cancel the contract if:

Payments are not made on time
Required information is not provided
Access is denied
The site is unsafe or not as agreed
The contract is otherwise breached

7.6 Liability

We are responsible for losses directly caused by our actions where reasonably foreseeable.

We are not liable for:

Loss of income or business
Indirect or consequential losses
Pre-existing issues within the property
Minor defects that do not affect function

7.7 Events outside our control

We are not responsible for delays caused by circumstances beyond our control.

7.8 Your rights

Nothing in these terms affects your legal rights as a consumer.

7.9 Legal jurisdiction

These terms are governed by English law.

7.10 Disputes

Where applicable, disputes may be referred to an independent dispute resolution provider before legal action is taken.

7.11 Privacy

Your personal data will be handled in accordance with our Privacy Policy.

Eden Glass Ltd