Conditions

Terms and Conditions govern all transactions made via the Crystal Gate online store. NP23 LTD T/A Crystal Gate, located at Maes Thornton, NP23 5DS Ebbw Vale, Wales (Company No. 15667144, VAT No. 477526454), is the Seller. Orders can be placed using the configurator, which allows customers to customise their products. In case of technical difficulties or if a product cannot be configured as desired, customers can request a manual quotation via email. Orders require confirmation from Crystal Gate, usually within a few hours during business hours. Buyers are responsible for checking specifications before finalising an order. Orders can be cancelled within 24 hours with a small administrative fee; after this period, cancellation is not possible. All prices include 20% VAT, which is itemised in the invoice. Payment methods include credit/debit cards, bank transfers, and financing options for regular customers. Full payment is required before production begins. Each order has an estimated production time, which will be provided upon order confirmation (usually within 24 hours). Changes to an order are allowed within 48 hours of placement. In the event of significant production delays, a discount may be offered. Delivery is available only within the UK. Orders of five or more products include free shipping; otherwise, delivery costs will be specified in the confirmation email. The Seller is not responsible for transport delays but may offer a discount in case of extreme delays. Upon delivery, the Buyer must inspect the products before unloading and provide the driver with a unique PIN code sent after confirmation. The Buyer is solely responsible for the accuracy of measurements and product specifications. Custom-made products cannot be returned due to Buyer errors, but a measurement service is available for an additional fee. Complaints related to transport damage or manufacturing defects must be reported in accordance with our separate Complaints Policy. Accepted claims may result in repair, replacement, or a refund. The warranty covers five years for windows and three years for balcony windows and aluminium profiles. Some non-standard products are excluded from warranty, and customers will be notified upon confirmation. Warranty is valid only if the product is installed by a certified FENSA installer. The Seller does not cover damage caused by improper use, mechanical damage, unauthorised repairs, or incorrect installation. The Seller is not liable for delays due to unforeseen circumstances, indirect damages such as income loss, or incorrect installation performed by third parties. Under UK Consumer Contracts Regulations, custom-made products are not eligible for contract withdrawal, but cancellations are possible within 24 hours of order placement. For data security and privacy details, refer to our Data Security Policy. All images, descriptions, and configurator tools remain the intellectual property of Crystal Gate and may not be copied or used without permission. These Terms are governed by the laws of England and Wales, with the Welsh courts having jurisdiction over any disputes. Mediation should be attempted before legal proceedings. For any questions, customers can contact sales@crystalgate.co.uk or call +44 333 577 0858. Our business hours are Monday – Friday, 08:00 – 17:00 (excluding bank holidays). NOTE: The full content will be sent along with the order confirmation.