Legal
Last updated: April 2026 | Pilgrim uPVC Specialists Ltd
These Terms and Conditions govern all quotations, orders, supply, and installation work carried out by Pilgrim uPVC Specialists Ltd ("the Company", "we", "us", "our"). By accepting a quotation, placing an order, or instructing us to carry out any work, you ("the Customer") agree to be bound by these Terms and Conditions. Please read them carefully before proceeding.
All quotations provided by Pilgrim uPVC Specialists Ltd are valid for a period of 14 calendar days from the date of issue, unless otherwise stated in writing. After this period, the quotation expires and we reserve the right to revise pricing to reflect any changes in material costs, labour rates, or other relevant factors.
Quotations are based on the information provided to us at the time of survey or enquiry. Any changes to the specification, scope of work, or site conditions discovered after the quotation is issued may result in a revised quotation being submitted for the Customer's approval before work proceeds.
All prices quoted are exclusive of VAT unless expressly stated otherwise. VAT will be charged at the rate applicable at the time of invoice.
Important: Written Confirmation Required
No order will be processed, and no materials will be ordered or manufactured, until written confirmation of the order has been received from the Customer.
Verbal instructions will not be accepted under any circumstances. All orders must be confirmed in writing — this includes confirmation by email, signed order form, or written letter. This requirement exists to protect both parties and to ensure that every order is processed accurately and to the Customer's exact specification.
Written confirmation of an order constitutes the Customer's acceptance of these Terms and Conditions in full. The Company reserves the right to decline any order at its discretion prior to written acceptance.
For all supply and installation contracts, the following payment schedule applies:
25%
Deposit
Due upon written confirmation of order. No order will be processed until the deposit is received.
50%
Before Production
Due prior to manufacture or fabrication commencing. Work will not proceed until this payment is received.
25%
On Completion
Due upon satisfactory completion of installation. Payment is required on the day of completion.
All payments are due by the dates specified above. The Company reserves the right to suspend or cancel work where payments are not received on time. In the event of late payment, the Company reserves the right to charge interest at 8% above the Bank of England base rate per annum under the Late Payment of Commercial Debts (Interest) Act 1998.
Supply Only: Payment on Collection
All supply-only orders (where the Customer is collecting goods and arranging their own installation) are subject to full payment prior to or at the point of collection. Goods will not be released until payment has been received and cleared in full. No credit terms apply to supply-only transactions unless a trade account has been established (see Section 6).
We take great pride in the quality of our products and workmanship. If you are not satisfied with any aspect of the goods supplied or work carried out, we ask that you follow the procedure below:
Reporting Window: 3 Days
Any issues, defects, or complaints relating to an installation or supply must be reported to us in writing within 3 calendar days of the date of installation or collection. Reports received after this period may not be accepted as a warranty or workmanship claim.
All complaints must be submitted in writing — by email to [email protected] or by recorded delivery to our registered address — and must include:
Upon receipt of a valid complaint, we will acknowledge it within 2 working days and aim to inspect and respond with a proposed resolution within 5 working days. We will not accept liability for issues that arise from misuse, improper maintenance, third-party interference, or normal wear and tear.
Trade account facilities may be made available to trade customers at the sole discretion of Pilgrim uPVC Specialists Ltd. Trade accounts will only be considered after a minimum period of 3 months of satisfactory trading on a payment-on-collection or deposit basis, during which time all payments must have been made on time and in full without dispute.
Applications for trade accounts must be made in writing and are subject to a credit assessment. The Company reserves the right to refuse, withdraw, or vary account terms at any time. Account credit limits and payment terms will be agreed in writing and form part of a separate trade account agreement.
Once an order has been confirmed in writing and the deposit paid, cancellation may result in the forfeiture of the deposit to cover costs already incurred (including survey, design, and material ordering costs). Where materials have already been ordered or manufactured, the Customer may be liable for additional costs beyond the deposit.
Any changes to a confirmed order must be requested in writing as soon as possible. Changes may not be possible once materials have been ordered or manufacturing has commenced, and any changes that are accepted may result in revised pricing and/or revised delivery timescales.
All delivery and installation dates provided are estimates only and are not guaranteed. Timescales may be affected by factors outside our control, including supplier lead times, weather conditions, and access to the property. We will endeavour to keep the Customer informed of any changes to agreed timescales.
The Company shall not be liable for any loss or damage arising from delays in delivery or installation where such delays are caused by circumstances beyond our reasonable control.
Title (ownership) in all goods supplied by the Company shall remain with the Company until full payment has been received. Risk in the goods passes to the Customer upon delivery or collection. In the event of non-payment, the Company reserves the right to recover goods in which title has not passed.
The Company's total liability to the Customer in respect of any claim arising out of or in connection with these Terms and Conditions shall not exceed the total value of the contract to which the claim relates. The Company shall not be liable for any indirect, consequential, or economic loss, including loss of profits, loss of business, or loss of anticipated savings.
Nothing in these Terms and Conditions shall limit or exclude the Company's liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.
Where the Customer is a consumer (i.e. an individual acting outside the course of a business), these Terms and Conditions are subject to the Consumer Rights Act 2015 and all other applicable consumer protection legislation. Nothing in these Terms and Conditions affects your statutory rights as a consumer.
These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. The parties agree to submit to the exclusive jurisdiction of the courts of England and Wales.
If you have any questions about these Terms and Conditions, please contact us:
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