At MonoLux Windoor, we want every customer to feel confident when ordering windows and doors from us. We supply made-to-measure UPVC, aluminium and other window and door products, as well as selected standard non-custom products where available.
This policy explains when returns, refunds and cancellations are available. Nothing in this policy affects your statutory rights under UK consumer law.
30-Day Returns for Standard Non-Custom Products
For standard, non-custom windows, doors or other products that have not been made, altered or manufactured specifically to your measurements or specifications, MonoLux Windoor offers a 30-day free return period from the date of delivery.
To qualify for a return, the product must be:
unused
uninstalled
undamaged
unmodified
in its original condition
suitable for resale
returned within 30 days of delivery
There is no restocking fee or administration fee charged by MonoLux Windoor for approved eligible returns.
Once the returned product has been received and inspected, we will issue a full refund to the original payment method within 7 days.
How to Request a Return
To request a return, please contact us within 30 days of delivery:
Email: info@monoluxwindoor.co.uk
Phone: 07438 728514
Please provide:
your full name
order number
date of order
date of delivery
reason for the return
photographs of the product where helpful
We will confirm whether the product is eligible for return and explain the next steps.
Free Return Method
For eligible standard non-custom products, return or collection is free where the return has been approved by MonoLux Windoor in advance.
Depending on the size and type of product, we may arrange collection or provide instructions for returning the item.
Products must be kept reasonably safe and protected while awaiting collection. Damage occurring after delivery because of improper storage, handling or alteration may affect eligibility for a refund.
30-Day Cancellation Before Production Starts
Customers may cancel an order within 30 days of purchase and receive a full refund, provided the order has not entered bespoke production or custom processing.
For this policy, production or custom processing may include:
final site survey and confirmed manufacturing measurements
manufacturing being released or instructed
glass production
frame production
cutting or fabrication
colour or finish customisation
hardware customisation
configuration specifically made for your property
installation preparation
any other manufacturing work carried out specifically for your order
If cancellation is requested within 30 days and bespoke production has not started, the full payment will be refunded to the original payment method within 7 days.
Bespoke and Made-to-Measure Windows and Doors
Most MonoLux Windoor products are made specifically for each customer’s property following measurements, design choices and specifications.
This may include products manufactured with:
custom widths or heights
specific frame colours or finishes
customer-selected glazing
specific opening configurations
custom handles or hardware
bespoke door or window designs
site-specific measurements
customer-approved drawings or specifications
Once bespoke manufacturing or custom processing has started, the product cannot normally be cancelled, returned or refunded because of a change of mind.
This is because made-to-measure windows and doors have been manufactured specifically for your property and cannot normally be resold.
This does not affect your rights if the product is faulty, damaged, incorrectly manufactured, not as described or installed without reasonable care and skill.
Faulty, Damaged or Incorrect Windows and Doors
All MonoLux Windoor windows and doors are covered by your statutory consumer rights.
Products must be:
of satisfactory quality
fit for purpose
as described
If your window or door is faulty, damaged, incorrectly manufactured or supplied incorrectly, please contact us as soon as reasonably possible.
Please provide:
your order number
a description of the issue
clear photographs or videos
any relevant measurements
access for inspection where required
Where a fault or manufacturing issue is confirmed, we will provide an appropriate remedy. Depending on the circumstances, this may include:
adjustment
repair
replacement
reinstallation
replacement of the affected component
partial refund
full refund where legally required or agreed
Approved remedial work resulting from a confirmed manufacturing, supply or installation fault will be carried out at no additional cost to the customer.
30-Day Right to Reject Faulty Products
Customers have statutory rights under the Consumer Rights Act 2015.
If a product is faulty, not of satisfactory quality, not fit for purpose or not as described, you may have the right to reject it within the first 30 days and receive a full refund, subject to the circumstances and applicable consumer law.
This protection applies to eligible faulty products, including made-to-measure windows and doors.
After the initial 30-day period, repair or replacement will normally be considered first, where required under consumer law.
Installation Issues
All MonoLux Windoor installations are carried out using reasonable care and skill.
If you believe there is an issue with installation workmanship, please contact us as soon as possible.
We will assess the issue and, where an installation fault is confirmed, arrange appropriate remedial work at no additional cost.
Examples may include:
alignment or adjustment issues
sealing problems
fitting issues
installation-related damage
problems with opening or closing caused by installation
other confirmed workmanship defects
Refund Timing
Approved refunds will be issued to the original payment method.
For eligible standard returns, refunds are normally processed within 7 days after the returned product has been received and inspected.
For approved cancellations before production starts, refunds are normally processed within 7 days after cancellation has been confirmed.
For faulty, damaged or incorrectly supplied products, the appropriate refund or remedy will be confirmed after assessment of the issue.
Product Appearance and Minor Variations
Colours, finishes, glass and other product characteristics may appear slightly different depending on lighting, screen settings, manufacturing batches and material characteristics.
Website images, brochures, photographs and samples are intended as a guide.
Minor variations that fall within normal manufacturing tolerances are not normally considered defects unless they materially affect the appearance, function or agreed specification of the product.
Exclusions
Our return, warranty or aftercare provisions do not cover problems caused by:
misuse or neglect
accidental or impact damage
normal wear and tear
alterations or repairs carried out by unauthorised third parties
structural movement of the property
pre-existing building defects
damage caused after installation by other trades
improper maintenance or cleaning
circumstances outside MonoLux Windoor’s reasonable control
These exclusions do not apply where the product was faulty when supplied or where your statutory consumer rights apply.
Delays and Supply Issues
We always aim to manufacture and install products within the agreed timeframe.
Occasionally, delays may occur because of manufacturing delays, supplier issues, glass availability, transport problems, weather, access restrictions or circumstances outside our reasonable control.
If a significant delay occurs before bespoke production has started, you may be able to cancel the affected part of the order and receive an appropriate refund.
Pricing or Specification Errors
If there is an obvious pricing, technical, measurement or specification error before final acceptance and production, MonoLux Windoor may contact you to correct the order or, where necessary, cancel it.
Any payment relating to an order cancelled by MonoLux Windoor will be refunded in full.
Your Statutory Rights
Nothing within this Returns, Refunds & Cancellation Policy limits or excludes your statutory rights under applicable UK consumer legislation, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
Contact Us
For returns, cancellations, refunds, faulty products or aftercare support, please contact:
MonoLux Windoor
Email: info@monoluxwindoor.co.uk
Phone: 07438 728514