Terms & conditions of sale

Last updated: 7 November 2026.

1. About us

These terms apply to every order placed through glazingcounter.co.uk. The seller is Promatic Ltd, trading as Glazing Counter (company number 16540008, registered in England and Wales; registered office Unit 10 Hill Park Farm, Wrotham Hill Road, Sevenoaks, TN15 7QA; VAT number GB520226441). In these terms “we”, “us” and “our” mean Promatic Ltd T/A Glazing Counter, and “you” means the customer. You can contact us at orders@glazingcounter.co.uk.

2. What we sell

We sell doors, windows, roof lanterns and related glazing products on a supply-only basis. Unless we agree otherwise in writing, we do not survey, install or fit products, and you are responsible for arranging a competent installer. Most products are made to measure to the sizes, colours and options you choose.

3. Prices

Prices on the website include VAT at the current rate unless stated otherwise. Delivery is quoted separately by postcode. Prices for non-standard sizes, colours, glass and other options are estimates until we confirm them. If we make an obvious pricing error we will tell you before accepting your order.

4. How the contract is formed

1. When you submit the basket on our website you send us an order request. This is not a payment and does not create a contract.
2. We check your sizes, specification, delivery address and price, and may contact you to clarify details.
3. We then email you a written order confirmation and an invoice. The contract is formed when we send that confirmation.
4. We may decline an order request, for example if a product is unavailable or the specification is not technically possible.

5. Payment

We do not take payment on this website. Payment is by bank transfer against our invoice, using the details on the invoice. Unless we agree otherwise, payment in full is due before your products are ordered or manufactured. Lead times start when cleared funds are received. Always check our bank details by phone or by email to orders@glazingcounter.co.uk before paying; we will never change our bank details by email without confirming in another way.

6. Your measurements and specification

You are responsible for the measurements, opening directions, handing, colours and other options you give us, and for checking the order confirmation carefully. Products are made to the confirmed specification. If you are unsure, use a professional surveyor or installer before ordering. We are not responsible for products that do not fit because of measurements or details supplied by you or your installer.

7. Cancellation rights for consumers

If you are a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 normally give you 14 days to cancel a distance contract. This right does not apply to goods made to your specifications or clearly personalised, which includes our made-to-measure doors, windows and roof lanterns, once the contract has been formed.

For standard stock-size items that are not made to order, you may cancel within 14 days of receiving the goods by emailing orders@glazingcounter.co.uk. You must return the goods unused, complete and in their original packaging within 14 days of telling us, and you pay the cost of return unless the goods are faulty. We will refund the price and standard delivery cost within 14 days of receiving the goods back, and may deduct an amount for any reduction in value caused by handling beyond what is needed to inspect them.

You may cancel a made-to-measure order without charge before we have confirmed it. If you ask to cancel after confirmation, we will try to help, but we may charge for costs already incurred, including materials and manufacturing.

8. Delivery

We deliver to UK mainland addresses on a date we agree with you. Delivery is to the kerbside or nearest accessible point on the ground floor unless agreed otherwise. Someone aged 18 or over must be present to receive and inspect the goods, and you must make sure there is suitable access and people to help unload heavier items. Delivery dates are estimates; we will keep you informed of any delay. Risk passes to you on delivery, and ownership passes to you when we have received payment in full. See our delivery information.

9. Inspection and damage

Please inspect the goods on delivery, before signing, wherever possible. Note any visible damage or missing items on the delivery note. Report any damage, shortage or incorrect item to orders@glazingcounter.co.uk, with photos, within 48 hours of delivery and before installation. Do not install damaged or incorrect goods: installation may make it impossible to assess or replace them. This does not affect your statutory rights for faults that could not reasonably be seen on delivery.

10. Faulty goods and your statutory rights

If you are a consumer, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. If goods are faulty, you may be entitled to a repair, replacement or refund. Contact orders@glazingcounter.co.uk with your order reference, a description and photos. Nothing in these terms affects your statutory rights. Manufacturer warranties, where provided, are in addition to these rights.

11. Returns

Made-to-measure products are non-returnable unless faulty or not as described. See our returns policy.

12. Our liability

If we break these terms we are responsible for loss or damage you suffer that is a foreseeable result of our breach, but not for loss that was not foreseeable. We are not liable for losses caused by incorrect measurements or specifications supplied by you, by installation, or by unsuitable building work. If you are a business customer, we are not liable for loss of profit, loss of business or indirect loss, and our total liability is limited to the price paid for the products concerned. Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot legally be limited.

13. Trade customers

Where you buy in the course of business, the consumer cancellation rights in section 7 do not apply, and the parts of these terms that refer only to consumers do not apply to you.

14. Events outside our control

We are not responsible for delays caused by events outside our reasonable control. If that happens we will contact you, and you may cancel and receive a refund for products not yet delivered if the delay is substantial.

15. General

We may update these terms from time to time; the version in force when your order is confirmed applies. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, except that consumers living in Scotland or Northern Ireland may also bring proceedings in their local courts.