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  1. YOUR RIGHT TO CANCEL

    • You have the right to cancel your contract with Alexander Windows within 14 days without giving any reason.
    • Your right to cancel and cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the product(s).
    • To exercise this right, you must inform us of your decision to cancel the contract by a clear statement of written means (e.g a letter by post, fax or email). You may use the model cancellation form available here, but it is not obligatory.
    • To meet the cancellation deadline, you must send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
  2. WHEN YOU DO NOT HAVE THE RIGHT TO CANCEL

    • You do not have the right to change your mind or cancel the contract when the supply of product(s) are made to measure or are clearly personalised.
  3. EFFECTS OF CANCELLATION

    • If you cancel the contract, we will reimburse to you all payments received from you except:
      • the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us; and
      • any loss in value, if the loss is the result of unnecessary handling of the product(s) by you.
    • We will make the reimbursement without undue delay, and not later than:
      • 14 days after the day we receive the product(s) back to our warehouse; or
      • if the product(s) had not been supplied to you, 14 days after the day you informed us of your right to cancel.
    • We will make the reimbursement due to you using the same means of payment you used to pay for the product(s) you ordered, ie back on your credit card, unless we have expressly agreed otherwise. We may hold back reimbursement until we have received the product(s) back in our warehouse.
    • If your order has been received and you exercise your right to cancel, you will have to make your own arrangements and bear the direct cost of returning the product(s) to our warehouse. The cost for returning products will vary from carrier to carrier and will depend on the postcode collection point and the size and weight of the product.
    • The product(s) must be insured by you and the transport company must allow time for checking the product(s) whilst in their presence for any missing parts or damage. If this checking time is not allowed, then you agree to accept our finding once checked.
    • We strongly advise that you take photographs of each individual package to be returned to us and supply these photos to us prior to collection from your chosen transport company. This is for your own protection against goods arriving to us damaged.
    • If you cancel your contract with us we request that the product(s) should not be unpacked on arrival where it is not necessary to assess or handle the product(s). If you do unpack, it is your responsibility and in your own interest to ensure adequate packing of the product(s) for them to be returned to our warehouse.
    • If you have installed the product(s) and exercise your right to cancel, it is your responsibility to have the product(s) uninstalled, packaged sufficiently for transportation back to us and accept that the product(s) will be classified as used and therefore we have the right to deduct from your reimbursement the lost value of the products(s) for resale.
  4. TRANSIT DAMAGE

    • If the product(s) are received by you and has transit damage to the outer packaging then this must be noted when signing the carrier’s delivery note or handheld computer. If it is obvious that the whole set (as applicable) has been damaged during transit then you can refuse delivery and ask for a replacement set to be sent.
  5. YOUR OBLIGATION TO RETURN REJECTED PRODUCTS.

    • If you wish to exercise your legal rights to reject the product(s) you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on 0161 482 2300 or email us at info@alexanderwindows.co.uk for a return label or to arrange collection.

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