TERMS AND CONDITIONS

These Terms and Conditions apply to all sales contracts made by SWR Ltd (“the Seller”). By placing an order, you (“the Purchaser” or “the Customer”) agree to be bound by these terms unless otherwise agreed in writing. Your statutory rights are not affected by these terms.

1. GENERAL

1.1 All sales contracts with SWR Ltd incorporate these Terms and Conditions unless varied by written agreement between both parties.
1.2 Any conflicting terms in a customer’s purchase order will have no effect unless expressly agreed in writing by the Seller.

2. CATALOGUES AND MARKETING MATERIAL

2.1 Catalogues, price lists, and advertising materials are intended only as a general guide to the type of products available.
2.2 Information, images, and descriptions in such materials do not form part of any contract and are not to be taken as a warranty or guarantee of specification, performance, or suitability.

3. PRICES

3.1 All quotations are valid for 30 days unless otherwise stated in writing.
3.2 Unless agreed otherwise, the price payable will be the price in force at the date of despatch, plus VAT at the applicable rate.
3.3 All prices are subject to change without notice.

4. PAYMENT

4.1 Goods must be paid for in full at the time of ordering unless credit terms have been agreed in writing.
4.2 Where account facilities are in place, payment is due within 30 days of the invoice date.
4.3 For installation products and services, a deposit (as shown on the order) is required on confirmation. The remaining balance is due after delivery or, if installation is included, on the agreed installation date unless a 7day grace period or finance agreement is in place.
4.4 The Seller reserves the right to charge interest at 5% above the Bank of England base rate on late payments until full payment is received. The Seller may also recover reasonable costs of debt collection.

5. DOORSTEP SALES – COOLING OFF PERIOD

5.1 For orders placed away from our normal business premises (e.g. our representative in your home or workplace), you have a statutory 14-day cooling-off period under the Consumer Contracts Regulations 2013 starting from the date the order is placed for orders including a service or from the initial delivery date for supply only.
5.2 You must notify us in writing within this period if you wish to cancel your order. The provided cancelation form must be completed, or see point 13 for ways to obtain the required form.
5.3 If the goods have not been dispatched, we will refund all monies the same way they were paid within 14 days of receiving your written cancellation or receipt of returned goods.

5.4 If applicable, any related credit agreements will automatically be cancelled if the order is cancelled within the cooling off period mentioned in point 5.1
5.5 Some products (for example, bespoke/personalised goods, orders worth less than £42) are exempt from this cooling-off period.
5.6 If goods have been delivered, you must return them at your cost in a resaleable condition within 14 days of cancellation.
5.7 If you fail to return the goods, we may deduct the cost of recovery from your refund.

6. TRANSFER OF TITLE (OWNERSHIP)

6.1 Ownership of goods transfers to you only once full payment has been received by the Seller.
6.2 Until ownership passes, goods remain the property of the Seller and must be kept safe, insured, and clearly identifiable.

6.3If sold on to a 3^rd party, before transition of ownership, it is as an agent of the Seller and all monies to be held in trust for the Seller until ownership has passed to the Purchaser
6.4 If payment is not received when due, the Seller may recover the goods without affecting any other rights under the contract. Seller retains the right to pursue legal action if required.

7. DELIVERY

7.1 Any stated delivery times are estimates only. Whilst every reasonable effort is made to meet delivery dates, delays may occur and do not entitle the Customer to cancel the order or claim damages.
7.2 Requests to postpone delivery will be considered at the Seller’s discretion. Any additional storage or handling costs will be chargeable to the Customer.
7.3 When goods are sold “carriage paid”, delivery is complete once the goods are unloaded from the delivery vehicle, at which point responsibility transfers to the Customer.

8. DAMAGE IN TRANSIT

8.1 Any goods damaged during delivery should be rejected immediately and noted with the courier. Any signed for but damaged goods will be chargeable.
8.2 Claims for damage or loss in transit must be made in writing as soon as reasonably possible. Damaged goods must be retained for inspection.

9. RETURN POLICY

9.1 Bespoke, Modified or Customised goods cannot be returned, this includes Pre-cut, pre-drilled, glued and preassembled balustrade components.

9.2 SWR must approve eligibility of return prior to any arrangements being made. All goods to be returned within 21 days of receipt, unless otherwise agreed in writing.

9.3 All returned items must be unused, in 100% re-saleable condition and in original packaging. SWR reserve the right to charge a 25% restocking fee for returned items where applicable.

9.4 A delivery note/invoice copy must accompany all returns. Any transport costs for returned items are the customers liability and are non-refundable.

9.5 Once SWR have received, inspected and approved a return, a refund will be made via the original payment method or as a credit to account for those with credit facility.

9.6 Any damaged or defective goods can be returned for a full refund, see point 8 above for items damaged on arrival. All damage/shortage claims to be made as soon as reasonably possible.

10. LIABILITY AND WARRANTY

10.1 If a defect in materials or workmanship is found within 12 months of delivery, the Seller may, at its discretion, repair or replace the goods (excluding carriage costs). This will be the Customer’s sole remedy.
10.2 For installation works conducted by the Seller, a 24-month workmanship guarantee applies. Where repair is not possible, the Customer will be entitled to a refund of installation costs only.
10.3 The Customer is responsible for ensuring compliance with local planning or building regulations. The Seller accepts no liability for non-compliance.

10.4 While every effort is made to ensure the structure of a building is suitable for installation of our products, if on rare occasion an unforeseen issue arises, we will recommend a local builder. We will endeavour to negotiate favourable pricing and confirm no profit or margin will be added to any costs. Customer welcome to appoint own builder but all works must be completed within 60 days.

11. FORCE MAJEURE

11.1 The Seller will not be liable for delays, failure to perform, damage or injury caused by circumstances beyond its reasonable control (e.g. act of God, war, extreme weather, strikes, government actions, supply shortages, etc.).
11.2 In such cases, the Seller may suspend or cancel the contract without liability.
11.3 English law governs this contract, and disputes are subject to the jurisdiction of the courts of England.

12. GLASS

12.1 Glass is supplied by third-party manufacturers.
12.2 Prices are subject to market fluctuations.
12.3 Where the Seller does not carry out installation, all glass measurements are the Customer’s responsibility.
12.4 Minimum order and delivery charges may apply.
12.5 Glass will be delivered to the nearest accessible point; movement thereafter is the Customer’s responsibility.
12.6 Tolerances apply in accordance with BS EN 14179-1:2016 Clause 8.1 and BS EN 12543.
12.7 Guidance on accepted visual characteristics is available at doorsandawnings.co.uk/what-to-expect-from-your-glass.

13. COMPLAINTS

13.1 We aim to provide products and services of the highest standard. If you are dissatisfied, please contact us as soon as possible so we can put things right. Please read our complaints procedure which can be found on our website, by clicking here or by contacting us (01442 219 611 / accounts@swrgroup.com).
13.2 If a complaint cannot be resolved internally, you may refer it to the Dispute Resolution Ombudsman (as part of the Which? Trusted Traders scheme) on 0117 981 2929 or via their website.

14. NOTICE OF CANCELLATION

Please complete and return the cancellation form. This form can be accessed by contacting us (01442 219 611 / accounts@swrgroup.com), you can download it on the link below)

Download, Complete, and return this form ONLY IF YOU WISH TO CANCEL THE CONTRACT

Send completed form to: SWR LTD, 2 – 4 Eastman way, Hemel Hempstead, Hertfordshire, HP2 7DU, United Kingdom or fax 01442 259 918 or email accounts@swrgroup.com

15. PROMOTIONS AND OFFERS – “INSPIRE A FRIEND”

Upon completion of your installation, you may receive an Inspire a Friend code.

You’ll receive a £100 John Lewis/Waitrose voucher for each referred customer who completes and pays in full for an eligible installation order. The offer excludes repairs and spare parts. You may refer multiple customers and receive multiple rewards. SWR Ltd reserves the right to withdraw or amend this offer at any time.

16. COLOUR VARIATIONS

16.1 Whilst every effort is made to ensure colour consistency, variations in RAL colours may occur between different materials, finishes, or production batches. Such variations are a normal result of the manufacturing process and are not considered a defect.

16.2 Colours shown in printed materials, illustrations, or digital images are provided for general guidance only. Due to differences in lighting, printing, and screen display settings, the final product colour may differ. The Seller cannot guarantee an exact colour match between products or between any product and its representation.