General Terms and Conditions

Effective / Start date: 18 September 2024

Company: Casen Doors (“we”, “us”, “our”)

Please read these terms before placing an order. They explain how bespoke products are approved and manufactured, when payments are due, how delivery and fitting work, and the rights that apply if something goes wrong. If anything is unclear, please contact us before paying the deposit.

Payment stage	Supply-only order	Supply + fit order
On order / before work starts	50% deposit	50% deposit
Production complete, before shipment	Remaining 50%	30%
14 calendar days before the confirmed final delivery date	-	Final 20%

 

Key terms at a glance

This summary highlights important commercial terms. The full clauses below form part of every Contract and provide the complete detail.

PAYMENT SCHEDULE

Supply-only order:

- 50% deposit when the order is placed.

- Remaining 50% when production is complete and before shipment.

Supply + fit order:

- 50% deposit when the order is placed.

- 30% when production is complete and before shipment.

- Final 20% no later than 14 calendar days before the confirmed final delivery date.

Timing note: If a final delivery date for a supply + fit order is confirmed less than 14 calendar days in advance, the final 20% is due immediately when that date is confirmed.

- Drawing approval. Production begins only after the required deposit has cleared, the Contract has been accepted by Casen and the Customer has approved the technical drawing in writing. Approval confirms the design choices and Customer-supplied information clearly shown on the drawing.

- Bespoke orders. Many Casen doors, canopies and related products are manufactured, cut, drilled, glazed, finished or configured specifically to the Customer's approved measurements or specification. Where Goods are legally made to the Consumer Customer's specifications or clearly personalised, the statutory 14-day change-of-mind cancellation right does not apply. Rights relating to faulty, misdescribed or non-conforming Goods remain unaffected.

- Supply-only responsibility and pre-installation checks. Unless a Casen survey is expressly included, the Customer is responsible for measurements, opening suitability, installation, off-loading and site handling. Before cutting, drilling, altering or installing the Goods, the Customer and installer must carry out a reasonable pre-installation check and stop the affected work if an apparent shortage, visible damage, dimensional discrepancy or configuration issue is identified.

- Supply + fit scope. Unless the Order Confirmation says otherwise, one standard non-intrusive site measurement and installation-readiness survey is included. Standard fitting covers delivery to the agreed site, normal handling to a prepared and safely accessible opening, fitting of the quoted door components, standard fixings and perimeter sealant, adjustment and basic testing, and removal of our packaging and installation debris. Structural work, removal or disposal of an existing door, decoration, electrical work, specialist access or lifting equipment and permissions are excluded unless expressly quoted.

- Delivery dates and dependent trades. Lead times and dates described as estimated, anticipated, target or provisional are estimates only. A date becomes a Confirmed Date only when Casen expressly confirms it in writing. Customers should not make irreversible or time-critical third-party commitments in reliance on an estimated or provisional date and should take reasonable steps to avoid unnecessary loss.

- Delivery and off-loading. Supply-only delivery is normally kerbside or to the nearest safe and accessible point. Unless otherwise agreed in writing, the Customer must provide suitable people and equipment to off-load and move the Goods safely.

- Cosmetic issues and guarantee scope. The 10-year commercial guarantee is a functionality guarantee and does not provide separate long-term cover for cosmetic wear, weathering or changes in appearance. If Goods arrive with a cosmetic issue, or are cosmetically damaged during Casen delivery or fitting, the Customer should report it promptly and give us a reasonable first opportunity to inspect and carry out an appropriate professional repair. This does not reduce mandatory legal rights.

- Customer and Business Customer status. These terms can apply to both consumers and business customers. Statutory consumer protections apply where the Customer is acting as a Consumer Customer. Business-specific provisions apply only where the Customer is acting wholly or mainly for business purposes.

General Terms and Conditions

1. About these terms

1.1 These terms apply when Casen Doors Ltd supplies doors, canopies, hardware, accessories or related products (Goods), and where agreed, survey, delivery or installation services (Services). They apply to orders made through our Website, by email, Whatsapp or other communication method, at our premises, or following a visit to a Customer's property.

1.2 Customer means the person, company or organisation named in the Order Confirmation. A Consumer Customer is an individual acting wholly or mainly for purposes outside that individual's trade, business, craft or profession. A Business Customer is a Customer acting wholly or mainly for purposes relating to a trade, business, craft or profession. Unless expressly stated otherwise, these terms apply to both. References to statutory consumer rights apply only where the Customer is a Consumer Customer.

1.3 These terms do not reduce any mandatory rights under applicable law. If a mandatory legal rule conflicts with these terms, that rule takes priority. Nothing in these terms removes any right or remedy that applicable law does not permit us to exclude or limit.

1.4 The version supplied to the Customer before the Contract is made applies to that Contract. We may update the Website version for future orders, but an update will not change an existing Contract unless both parties agree in writing or a change is required by law and does not reduce the Customer's rights.

2. About Casen Doors

2.1 Casen Doors Ltd is a private limited company registered in England and Wales under company number 15964506. Our registered office is Regus Group, 59-60 Thames Street, Casen Doors, Windsor, England, SL4 1TX.

2.2 Customers can contact us at enquiry@casen-doors.com or +44 7511 143189. Our Website is https://casen-doors.com/.

3. Contract documents and priority

3.1 The Contract consists of: the accepted Quote or Order Confirmation; the approved technical drawing and written Specification; these terms; and the policies expressly incorporated below. Any written variation agreed after the Contract is made also forms part of the Contract.

3.2 If there is an inconsistency, a later written variation agreed by both parties takes priority, followed by the Order Confirmation or Quote for price and scope, the approved technical drawing for product details, these terms, the Shipping Policy for delivery arrangements, and the guarantee policy for the voluntary guarantee. Mandatory law always takes priority.

3.3 Where relevant, the Contract incorporates our Shipping Policy (https://casen-doors.com/policies/shipping-policy), 10 Years Functionality Guarantee Policy (https://casen-doors.com/policies/refund-policy) and Privacy Policy (https://casen-doors.com/policies/privacy-policy). The applicable contractual version of an incorporated Shipping Policy, Guarantee Policy, Care and Maintenance Guide or other contractual policy is the version supplied or made available to the Customer before the Contract was made and, where practicable, identified by date or version in the Order Confirmation or order record. A later Website update applies only to future Contracts unless both parties expressly agree otherwise or the change is required by law and does not reduce the Customer's existing contractual or mandatory rights.

4. Quotes, orders and contract formation

4.1 A Quote is based on the information available when it is prepared. It is valid for the period stated in the Quote. If no period is stated, it is valid for 90 calendar days, provided the design, measurements, delivery address, material costs, taxes and scope remain unchanged.

4.2 Product listings, Website prices, brochures, samples and preliminary discussions invite the Customer to place an order; they are not, by themselves, our acceptance of an order. A Customer's order is an offer to buy the Goods and Services described.

4.3 The Contract is made when we issue a written Order Confirmation accepting the order after the required deposit is received, or when we otherwise confirm in writing that the order has been accepted. An automated receipt or payment acknowledgement is not an Order Confirmation unless it expressly says so.

4.4 If we cannot accept an order, we will tell the Customer and refund any amount paid for that order. Reasons may include unavailability, inability to deliver or install safely at the address, an obvious price or description error identified before acceptance, or inability to meet a material requirement.

4.5 The Customer must check the Order Confirmation promptly and tell us about any apparent error. We will correct any error agreed by both parties in writing. This clause does not transfer responsibility for an error made by us.

4.6 We will not commence bespoke procurement or manufacturing until the Contract has been accepted by us and the applicable pre-production requirements have been satisfied. Where a survey, technical drawing or design service forms part of the Contract, that work may be scheduled after acceptance and receipt of the required payment. Manufacturing begins only after any required technical drawing has been approved in writing, the deposit has been paid, and all information needed for production has been provided.

5. Product descriptions, samples and suitability

5.1 We will supply Goods that match the agreed description and Specification, subject to reasonable manufacturing tolerances and the natural variations described below. The approved technical drawing is the principal record of dimensions, configuration, opening direction, finish and hardware.

5.2 Website images, photographs, videos, display settings and small samples may not reproduce colour, texture, sheen or scale exactly. Natural timber, patina, stone-like, handmade and batch-finished materials can show reasonable variations in grain, tone, texture and pattern. These inherent variations are not defects by themselves.

5.3 If an exact colour reference, grain direction, finish, performance rating, fire rating, security certification, glazing specification or other characteristic is essential, the Customer must identify it before the Contract is made and it must be recorded in the Quote or Specification. PAS 24 or other certification is included only where expressly stated in the Order Confirmation.

5.4 The Customer must tell us before ordering about any unusual exposure or intended use that may affect suitability, including a coastal or marine location, unusually exposed elevation, persistent driving rain, extreme humidity, direct solar exposure, lack of shelter, high-traffic commercial use or a special regulatory requirement. If a particular Product requires a canopy, shelter, special finish or maintenance regime as a condition of suitability, we will identify that material requirement in writing before the Contract is made.

5.5 We may make minor technical changes that do not materially reduce appearance, functionality, performance or quality and are reasonably necessary to comply with law, safety requirements or manufacturing improvements. We will seek the Customer's agreement before any material change.

6. Measurements, surveys and technical drawings

6.1 For a supply-only order, unless the Quote expressly includes a Casen survey, the Customer is responsible for the accuracy and completeness of all measurements and for confirming that the opening, threshold, structure and surrounding works are suitable for the Goods. The Customer should use a competent surveyor or installer.

6.2 For a supply + fit order, unless the Order Confirmation expressly states otherwise, one standard non-intrusive site measurement and installation-readiness survey is included. The survey records dimensions and conditions that can reasonably be observed without opening walls, floors, ceilings or finished surfaces and without specialist testing. It does not include structural engineering, destructive or intrusive investigation, asbestos investigation, detection of concealed services, damp investigation, testing of hidden substrates or investigation of concealed defects, structural movement or other conditions that could not reasonably be identified during the survey. Additional or specialist surveys are outside the standard scope unless expressly included in the Quote.

6.3 After the deposit is received and the Contract has been accepted, we will prepare a technical drawing or Specification where required. Production does not begin until the Customer has approved it in writing. Approval confirms the Customer's design choices and information clearly shown on the drawing, including door style, opening direction, configuration, finish, glazing, hardware and any dimensions supplied by the Customer. Where Casen itself carried out an included site measurement for a supply + fit order, drawing approval does not transfer responsibility to the Customer for a measurement error caused by Casen.

6.4 Manufacturing dimensions may intentionally differ from structural opening dimensions to allow installation tolerances. The approved drawing will record the manufacturing size. Once a drawing is approved and manufacturing has commenced, a Customer-requested change is subject to clause 7 and may require a revised price, drawing and lead time.

6.5 After a Casen survey or measurement has been completed, the Customer must notify us before manufacture or installation of any alteration that may affect the Goods or fitting, including changes to the structural opening, finished floor level, wall build-up, cladding, render, threshold, insulation, drainage, lintel, surrounding structure or finishes. We are not responsible for a measurement or fit problem to the extent it is caused by a material site alteration made after our survey and not disclosed to us before manufacture or installation.

7. Changes requested after ordering

7.1 A requested change is effective only when agreed by us in writing. We will explain any effect on price, lead time, delivery, fitting or guarantee coverage before the Customer confirms the change.

7.2 Changes requested after drawing approval or after materials have been ordered or manufacturing has started may not be possible and may involve reasonable additional costs. We will not impose additional charges without the Customer's express agreement.

7.3 If unexpected site conditions make the agreed fitting method unsafe or impracticable, we will explain the issue and any reasonable alternative or additional work. We will not carry out chargeable extra work without the Customer's agreement, except for limited work reasonably necessary to make the site temporarily safe.

8. Price, VAT and additional costs

8.1 The Contract price is stated in the Quote or Order Confirmation. The Quote will state whether VAT applies and will show the total price payable, including VAT and any unavoidable charges where required by law.

8.2 If a cost cannot reasonably be calculated in advance, we will explain before the Contract how it will be calculated. Any optional service or extra charge requires the Customer's express agreement.

9. Payment terms

9.1 The payment schedule in the Key terms at a glance section is a material part of the Contract unless a different schedule is expressly stated in the Order Confirmation.

9.2 Supply-only: a 50% deposit is due when the order is placed. The remaining 50% is due when production is complete and before the Goods are dispatched or shipped. We will not dispatch until the full price and any agreed charges have been received in cleared funds.

9.3 Supply + fit: a 50% deposit is due when the order is placed; a further 30% is due when production is complete and before the Goods are dispatched or shipped; and the final 20% is due no later than 14 calendar days before the confirmed final delivery date. If that date is confirmed less than 14 calendar days in advance, the final 20% is due immediately on confirmation. Delivery or installation may be withheld until all amounts then due have cleared.

9.4 The deposit is a part-payment toward the Contract price and enables design, procurement and production work to begin. It is not automatically forfeited in every cancellation. Where the Customer cancels without a statutory or contractual right to do so, clause 17 explains how we calculate any amount retained or refunded.

9.5 If an amount is overdue, we may give written notice and suspend drawing work, procurement, production, shipment, delivery or fitting until payment clears. Any resulting dates may be rescheduled. We may charge reasonable additional storage, rebooking or transport costs caused by the delay and will explain them.

10. Production and lead times

10.1 The production lead time starts only after the required deposit has cleared, the technical drawing has been approved in writing, and all information needed from the Customer has been supplied. The applicable estimated lead time will be stated in the Quote, Order Confirmation or written update.

10.2 Published or quoted lead times are estimates unless we expressly agree a fixed deadline in writing. They may change because of an agreed design change, delayed Customer information or approval, material availability, logistics or an event outside reasonable control. We will keep the Customer reasonably informed of a material delay.

10.3 We remain responsible for performing our contractual obligations where we use a manufacturer, carrier, surveyor, installer or other subcontractor to perform those obligations on our behalf. We are not responsible for the acts, omissions, workmanship, advice or services of an independent installer, builder, architect, electrician, locksmith, carrier, designer, contractor or other third party selected, appointed or instructed directly by the Customer where that third party's work falls outside the Goods or Services Casen agreed in writing to provide. If an issue has more than one cause, Casen is responsible only to the extent that loss or damage was caused by Casen's breach of Contract or failure to exercise reasonable care and skill.

11. Delivery and shipping

11.1 Delivery arrangements are also governed by our Shipping Policy. The delivery address, included delivery service and any charge are stated in the Quote or Order Confirmation.

11.2 Supply-only delivery is normally to the nearest safe and accessible roadside or kerbside point. The Customer must arrange sufficient competent assistance and suitable equipment to off-load and move the Goods unless off-loading or carrying assistance has been agreed in writing. The driver is not required to manually unload, carry or move Goods where doing so would be unsafe or outside the delivery service stated in the Order Confirmation. A 7.5-tonne lorry may be used, so access restrictions, parking limits, narrow roads, weight limits and turning constraints must be disclosed in advance. If safe unloading cannot take place because the Customer has not provided previously notified people, equipment, access or other agreed arrangements, the delivery may be treated as a Customer-caused failed delivery under clause 15.

11.3 For supply + fit orders, we may pre-deliver the Goods before the fitting appointment or deliver and fit on the same day. We will confirm the intended arrangement. If Goods are pre-delivered, the Customer must provide a secure, dry and suitable storage location and must not unpack, move or alter the Goods except as agreed or reasonably necessary to check for transit damage.

11.4 Any production, shipment, delivery or installation date described as estimated, anticipated, target, provisional or similar is an estimate only and is not a Confirmed Date. A date becomes a Confirmed Date only where Casen expressly states in writing that the date is confirmed.

11.5 Once a Confirmed Date has been agreed, it may be changed where: (a) the Customer requests or agrees to the change; (b) an amount due has not cleared; (c) information, approval, access, off-loading arrangements or site readiness required from the Customer has not been provided; (d) an agreed variation affects the programme; or (e) an event outside Casen's reasonable control under clause 24 prevents performance. If Casen cannot meet a Confirmed Date for another reason, we will tell the Customer as soon as reasonably possible and offer the earliest reasonable alternative date.

11.6 The Customer must take reasonable steps to avoid unnecessary loss arising from the timing of delivery or installation. Unless Casen expressly agrees otherwise in writing, the Customer should not arrange irreversible or time-critical third-party work or commitments, including removal of an existing door, builders, decorators, electricians, locksmiths, accommodation, equipment hire or other dependent trades, in reliance on an estimated or provisional date. For a supply-only order, dependent installation work should be arranged only after the Goods have been delivered and the Customer or installer has had a reasonable opportunity to inspect them. For a supply + fit order, dependent finishing or follow-on trades should not be arranged until Casen's installation is substantially complete unless Casen expressly confirms otherwise. Subject to applicable law, Casen is not responsible for costs or losses to the extent they could reasonably have been avoided by following this clause.

11.7 The Customer must ensure that an adult authorised to accept delivery is present, that safe access is available and that any agreed off-loading arrangements are ready. A delivery note may be signed electronically or on paper.

12. Risk, ownership and inspection

12.1 The Goods remain at our risk until they come into the physical possession of the Customer or a person nominated by the Customer, except where the Customer independently arranges a carrier that was not offered by us.

12.2 Ownership of the Goods passes only after we have received full payment and delivery has taken place. Until ownership passes, the Customer must keep the Goods identifiable, protected and adequately insured and must not sell, charge or dispose of them.

12.3 The Customer should inspect the packaging, glass and visible surfaces as soon as reasonably possible. Where possible, any visible shortage, scratch, dent, chip or other damage should be recorded on the delivery note and photographed. Prompt and reasonable time (7 Days) notice helps us investigate and arrange a remedy.

12.4 If a scratch, scuff, chip, dent or other cosmetic issue is present when the Goods are received, or is alleged to have resulted from delivery or fitting carried out by us, the Customer must notify us before arranging non-urgent third-party remedial work and give us a reasonable first opportunity to inspect and put the issue right, unless urgent action is reasonably required or it would otherwise be unreasonable to do so. For a minor localised issue that can be satisfactorily repaired, we may first offer a professional touch-up using a suitable colour-matched touch-up pen, paint or comparable repair method. Where we are responsible, the repair will be carried out at no cost, within a reasonable time and without significant inconvenience, and must produce a reasonable and durable finish having regard to the Product's design, finish and location. If a touch-up is unsuitable or the repair is unsuccessful, we will provide any further remedy required by the Contract or applicable law. Nothing requires the Customer to accept a repair that materially worsens the appearance or is not reasonable for the nature or location of the issue, and this clause does not reduce the Customer's legal rights. Where the Customer arranges non-urgent third-party remedial work without first giving Casen the reasonable opportunity required by this clause, Casen will not be responsible for the resulting third-party cost to the extent that cost could reasonably have been avoided.

13. Supply-only orders

13.1 Unless expressly included in the Quote, a supply-only Contract does not include a site survey, removal of an existing product, installation, sealing, glazing by others, decoration, making good, waste disposal, building work, access equipment or certification of third-party installation.

13.2 The Customer is responsible for appointing a competent installer, checking the opening and site conditions, following our installation instructions, using suitable fixings and sealants, and complying with applicable planning, building-control, landlord and safety requirements. We remain responsible for the conformity of the Goods and any documents or certifications expressly promised by us.

13.3 We are not responsible for defective third-party installation, alteration or damage caused by it. This does not affect responsibility for a Product defect or for incorrect instructions or information supplied by us.

13.4 Before cutting, drilling, altering, glazing, fixing or installing the Goods, the Customer and its installer must carry out a reasonable pre-installation check. This should include checking the quantity of Goods, visible condition, configuration, opening direction, major hardware, manufacturing dimensions against the approved technical drawing and apparent suitability for the prepared opening. If a shortage, visible damage, dimensional discrepancy or other issue is reasonably apparent before installation, the Customer or installer must stop the affected work, protect the Goods and notify Casen promptly so that the issue can be investigated.

13.5 If the Customer or its installer unreasonably continues to alter or install Goods after an apparent discrepancy has been identified or ought reasonably to have been identified during a reasonable pre-installation check, this does not remove any legal right relating to a non-conforming Product, but Casen will not be responsible for additional removal, alteration, reinstallation, labour, decoration, third-party or other costs to the extent those additional costs were reasonably avoidable by stopping the affected work and notifying Casen.

14. Supply + fit orders

14.1 Where the Quote or Order Confirmation states supply + fit, the standard scope includes delivery of the Goods to the agreed installation address and fitting the Goods identified in the Quote, subject to safe and reasonable access, a suitable prepared opening and the exclusions below. The Quote or Order Confirmation controls the precise scope for each Contract.

14.2 Unless the Quote states otherwise, standard fitting includes: normal unloading and movement of the Goods from our delivery vehicle to the prepared opening where this can be done safely without specialist equipment; positioning and fixing the door frame, door leaf, sidelights, toplights and hardware specifically included in the Quote; ordinary packers, fixings and standard perimeter sealant reasonably required for that installation; alignment, adjustment and basic operational testing of the supplied hinges, latches, locks and hardware; and removal of packaging and installation debris generated by our work.

14.3 Unless expressly included in the Quote, supply + fit does not include removal or disposal of an existing door, frame or building waste; temporary boarding, temporary doors or overnight security; design work, specialist survey work or measurement services beyond the standard non-intrusive site measurement and installation-readiness survey described in clause 6.2; or final cosmetic finishing works (Can be requested and charged as additional work) following installation, including plaster touch-ups, filling, sanding, painting, decorating or other making-good works beyond the standard installation scope.

14.4 Unless expressly included in the Quote, supply + fit does not include structural or builders' work. This includes enlarging, reducing, reforming or supporting the opening; lintels, steelwork, masonry, brickwork, stonework or concrete work; correcting an opening, floor or threshold that is not level, plumb, square, sound or suitable; damp-proofing, cavity or drainage work; or repairing water ingress, structural movement, defective substrates or other pre-existing or hidden conditions.

14.5 Unless expressly included in the Quote, supply + fit does not include plastering, rendering, tiling, carpentry, architraves, skirting, painting, staining, decorating, final cosmetic finishing or extensive making good. Standard fitting includes only the perimeter sealing described in clause 14.2. We remain responsible for reasonably making good damage to the Customer's property caused by our failure to use reasonable care and skill.

14.6 Unless expressly included in the Quote, supply + fit does not include electrical supplies, wiring, sockets, transformers, network or Wi-Fi work; connection, integration, programming or commissioning of third-party smart-home, intercom, alarm or access-control systems; relocation or repair of pipes, cables, alarms or other utilities or services; or glazing and associated work outside the door system supplied by us.

14.7 Unless expressly included in the Quote, supply + fit does not include scaffolding, mobile platforms, cranes, hoists, lifting equipment, specialist handling or special vehicles; parking permits or suspensions, road closures or traffic management; planning, building-control, party-wall, listed-building, landlord or freeholder approvals, inspections, certificates or fees; or the survey, removal, treatment or disposal of asbestos or other hazardous material.

14.8 The Customer must provide safe and timely access, a clear and adequately lit work area, reasonable use of electricity and water where needed, details of known services or hazards, and any permits, consents or facilities allocated to the Customer in the Quote. Children, pets and other trades must be kept away from the work area. The opening and surrounding works must be complete, stable, dry and ready for installation before we arrive.

14.9 We may stop or postpone work if the site is unsafe, inaccessible, not ready, affected by undisclosed hazardous materials or materially different from the conditions reasonably visible at survey. We will explain the reason and agree the next step and any reasonable additional cost before resuming, except where limited immediate action is required to make the site safe.

14.10 Work outside the agreed scope, and any return visit, storage, re-delivery or remobilisation made necessary by the Customer or site not being ready, will be treated as a variation. We will explain the work and any reasonable additional cost and obtain the Customer's agreement before carrying it out, except for limited immediate safety work. Clause 15 applies to Customer-caused delay and failed visits.

14.11 We will carry out fitting with reasonable care and skill and in accordance with applicable law. The exclusions in this clause do not exclude our responsibility for defective installation, damage caused by our failure to use reasonable care and skill, or work required to put right our own breach.

14.12 Installation is complete when the Goods are installed, operational and the work within our agreed scope is substantially complete. Minor snagging that does not prevent normal and safe use does not postpone completion, but we will record and remedy valid snagging within a reasonable time. We may prepare an installation completion or snagging record and take photographs of the completed work. The completion record and photographs are evidence of the condition, operation and visibly apparent matters recorded at completion.

15. Customer-caused delay, failed delivery and storage

15.1 The Customer must tell us promptly if delivery or fitting cannot proceed. We will try to rearrange it. If the Customer causes a failed delivery, failed installation visit, postponement, re-delivery, remobilisation or extended storage requirement, we may charge the reasonable cost directly caused by that event, including carrier re-delivery, vehicle, wasted labour, travel, parking, cancellation, specialist handling or storage costs. Where an applicable rate or charging basis was stated in the Order Confirmation or an Additional Charges Schedule supplied before the Contract was made, that rate or basis will apply. Otherwise, any charge will reflect reasonable evidenced cost, and we will explain the basis of the charge.

15.2 If the Customer does not accept delivery within a reasonable time after written notice that the Goods are ready, we may store them at the Customer's risk after risk has lawfully passed and may suspend fitting. We will give reasonable written notice before treating the failure as a serious breach or ending the Contract.

15.3 If we end the Contract because of the Customer's serious breach, we will account for sums paid and may deduct amounts lawfully due for Goods or Services supplied and reasonable losses that could not reasonably be avoided.

16. Care, maintenance and external conditions

16.1 The Customer must follow the installation, operation, cleaning and maintenance guidance supplied with the Goods. Depending on the Product, routine care may include hinge and lock lubrication or adjustment, keeping thresholds and drainage paths clear, suitable cleaning, maintaining sealants and finishes, and avoiding harsh chemicals or prolonged standing water.

16.2 External doors are designed for exterior use where specified, but location and exposure can affect finish and maintenance. Any requirement for a canopy, shelter, particular orientation, marine-grade finish or other special environmental protection that materially affects whether the Product is suitable for its intended installation must be identified in the pre-contract information, Quote, Order Confirmation or Specification. Care guidance supplied later may set out reasonable cleaning, maintenance and upkeep requirements but will not retrospectively introduce a new material restriction on the agreed intended use of the Product.

16.3 Failure to follow reasonable care guidance may affect a claim only to the extent that the failure caused or materially contributed to the issue. It does not remove statutory rights relating to an inherent fault or a failure of the Goods or Services to conform to the Contract.

16.4 Where a smart lock or electronic Product depends on the Customer's Wi-Fi, mobile phone, router, electrical supply, third-party application, cloud service, operating system, network configuration or third-party smart-home or access-control system, the Customer is responsible for maintaining compatible third-party infrastructure unless the relevant service is expressly included in the Order Confirmation. Casen remains responsible for the functionality and conformity of the Goods and Services that Casen agreed to supply, but is not responsible for a failure caused solely by an incompatible, unavailable, altered or defective third-party system outside Casen's control.

17. Cancellation, returns and Customer-requested termination

17.1 Casen Goods are supplied on a made-to-order, bespoke basis and are not offered as standard-stock or non-bespoke Goods under these terms. Before we accept an order, the Customer may withdraw it by contacting us. After the Contract is made, cancellation rights depend on applicable law, the stage reached in design, procurement or manufacture, and whether any Services have begun.

17.2 Bespoke Goods. Casen Goods are manufactured specifically for the individual Customer. Depending on the Product, this may include manufacturing, cutting, drilling, glazing, finishing, configuration or other production to the dimensions, opening direction, design, finish, glazing, hardware, technical drawing, Specification or other requirements approved for that order. Where the Goods are made to a Consumer Customer's specifications or are clearly personalised within the meaning of applicable consumer law, the statutory 14-day change-of-mind cancellation right does not apply. Casen does not offer a separate category of standard Goods to which a standard-goods 14-day return regime applies under these terms. This clause does not affect any mandatory right that applies if, in the circumstances of a particular order, the law determines that a statutory cancellation right does apply, and it does not affect rights relating to faulty, misdescribed or otherwise non-conforming Goods.

17.3 Services during a cancellation period. Where a separate statutory cancellation right applies to a Service and the Customer asks us expressly to begin that Service during the applicable cancellation period, the Customer must pay a proportionate amount for Services supplied before cancellation where the law permits this. If the Service is fully performed after the Customer's express request and acknowledgement that the right will be lost on full performance, the right to cancel that Service ends. 

17.4 Customer-requested cancellation where no statutory cancellation right applies. Because the Goods are bespoke and made for the individual Customer, Casen is not obliged to accept a change-of-mind cancellation where no statutory or contractual cancellation right exists. The Customer may nevertheless ask us to agree to cancel the Contract. If we agree, we will take reasonable steps to minimise avoidable loss and may retain or charge the reasonable net loss directly caused by the cancellation, including design or survey work performed, non-recoverable materials, bespoke components, manufacturing completed or committed, supplier charges, transport, storage and other unavoidable costs, less costs saved and any amount reasonably recovered through resale or reuse. We will provide a reasonable explanation or calculation and refund any balance lawfully due. The deposit is a part-payment and is not automatically forfeited regardless of the loss actually incurred.

17.5 Customer-requested changes instead of cancellation. Where a requested cancellation results from a Customer wishing to change dimensions, configuration, finish, hardware or another specification, we may, at our discretion, offer a variation under clause 7 instead of cancellation where manufacture has not progressed beyond the point at which the change is reasonably possible. Any additional cost or revised lead time must be agreed in writing before the variation takes effect.

18. Legal rights and problems with Goods or Services

18.1 Goods must be of satisfactory quality, fit for any particular purpose made known to and accepted by us, match their description and any approved sample, and be installed correctly where installation is part of the Contract. Services must be performed with reasonable care and skill, for the agreed or a reasonable price, and within the agreed or a reasonable time.

18.2 Depending on the circumstances and applicable law, remedies may include rejection of Goods, repair or replacement, a price reduction or refund; and for Services, repeat performance or a price reduction. Any mandatory rights apply independently of the commercial guarantee.

18.3 If there is a problem, the Customer should contact us promptly with the order number, description, photographs or video where useful, and relevant installation or maintenance information. Prompt notice helps us investigate and limit further damage, but no short notification period in these terms removes the Customer's mandatory legal rights.

18.4 We may reasonably ask to inspect, test or troubleshoot before deciding the appropriate remedy. Except in an emergency or where it would be unreasonable, the Customer should give us a reasonable opportunity to investigate and, where appropriate, provide the applicable remedy before arranging third-party remedial work for which reimbursement is sought. This does not require the Customer to accept an unsafe situation or delay urgent protective work. If non-urgent third-party remedial work is arranged without giving us that reasonable opportunity, any claim for the third-party cost may be reduced to the extent the cost was reasonably avoidable.

19. Commercial guarantees

19.1 Eligible Products are covered by our separate 10 Years Functionality Guarantee Policy (https://casen-doors.com/policies/refund-policy), which sets out the start date, scope, maintenance requirements, exclusions and claim process.

19.2 As summarised in that policy, the commercial guarantee provides 10-year functionality cover for covered Products, a six-month workmanship warranty for supply + fit installation issues, and separate one-year functionality cover for smart locks and other electronic devices, subject to the policy terms. The 10-year Product guarantee is a functionality guarantee. It does not provide separate long-term cover for cosmetic deterioration that develops after delivery through normal wear, weathering, exposure, ageing, routine colour change, scratches, dents, scuffs, surface wear, paint or coating appearance, staining, fading, natural grain or texture variation, or other causes that do not impair covered functionality. Where the Goods are damaged when supplied, or cosmetic damage occurs during delivery or installation for which Casen Doors is responsible, the Customer must give Casen Doors a reasonable first opportunity to inspect the issue and, where reasonably possible and appropriate, repair or otherwise remedy it before arranging any third-party remedial work. Any repair will be carried out using a suitable professional method having regard to the nature, location and extent of the damage. 

19.3 The commercial guarantee is additional to any mandatory legal rights. A guarantee exclusion, remedy limit or time period does not apply where doing so would take away a mandatory remedy. We will interpret and administer the policy consistently with applicable law.

20. Suspension and ending the Contract

20.1 We may suspend performance after written notice if the Customer does not pay an amount when due, does not provide required information or approval, prevents safe access, or is otherwise in serious breach. We will explain what is required and give a reasonable opportunity to remedy the breach where it can be remedied.

20.2 We may end the Contract if a serious breach is not remedied within 14 days after written notice, if performance would be unlawful or unsafe and no reasonable alternative can be agreed, or if the Customer enters insolvency or ceases trading. Immediate termination is permitted only where the breach or risk reasonably requires it.

20.3 A Customer may end the Contract if we commit a material breach and do not remedy it within a reasonable period after written notice, or where applicable law gives an immediate right to end. We will refund amounts due for Goods or Services not supplied, subject to any lawful deduction where the Customer is responsible for ending the Contract.

21. International orders

21.1 International orders. Unless otherwise stated in the Quote or Order Confirmation, the standard shipping and delivery charges arranged by Casen Doors are included in the agreed Contract price. For international orders, additional charges may occasionally arise depending on the destination, local authority requirements, customs procedures, special access arrangements or other circumstances outside the standard delivery service. The Customer should confirm with our sales team before placing the order whether any additional international shipping, customs, clearance, local delivery or related charges may apply.

21.2 Customs amounts are set by the destination authorities and may differ from estimates. The Customer must provide accurate import information and cooperate with clearance. We are not responsible for delay caused solely by the Customer's failure to do so or by an authority, but we will provide reasonable shipment information available to us.

21.3 Mandatory legal protections in the Customer's country may apply despite the governing-law clause. The Customer is responsible for identifying local planning, installation and product-approval requirements unless we expressly agreed to advise on them.

22. Complaints and alternative dispute resolution

22.1 Please send complaints to enquiry@casen-doors.com with the order number and a clear description of the issue. We will acknowledge the complaint, investigate it and make reasonable efforts to resolve it as quickly as possible.

22.2 If a complaint remains unresolved after our internal process, we will provide any information required by law about an available alternative dispute resolution (ADR) body or arrangement and state whether we are required or willing to participate. The Customer remains free to seek independent advice or use the courts.

23. Our responsibility

23.1 For a Consumer Customer, we are responsible for loss or damage that is a foreseeable result of our breach of the Contract or our failure to use reasonable care and skill. Loss is foreseeable if it was obvious or both parties knew, when the Contract was made, that it might happen. A Consumer Customer must take reasonable steps to reduce avoidable loss.

23.2 We are not responsible for loss caused solely by inaccurate information supplied by the Customer, unauthorised third-party installation or alteration, a pre-existing or hidden site defect outside our agreed scope, a material undisclosed change to the site after survey, failure to follow reasonable care or pre-installation guidance, or an event outside our reasonable control. If more than one cause contributed, responsibility is allocated according to each party's contribution and applicable law.

23.3 Where the Customer is a Consumer Customer, Casen supplies the Goods and Services for private use. We are not responsible for business losses suffered by a Consumer Customer, including loss of profit, revenue, business, contracts, anticipated savings, opportunity or goodwill. This does not affect any loss that applicable consumer law requires us to compensate.

23.4 Where the Customer is a Business Customer, to the fullest extent permitted by law, Casen is not liable for loss of profit, revenue, business, contracts, anticipated savings, opportunity, goodwill or any indirect or consequential loss arising out of or in connection with the Contract. Subject to clause 23.5, Casen's total aggregate liability to a Business Customer arising out of or in connection with a Contract, whether in contract, tort including negligence, breach of statutory duty or otherwise, will not exceed the total Contract price paid or payable under that Contract. Each party must take reasonable steps to reduce avoidable loss.

23.5 Safe and reasonable use of the Goods. The Customer and any person using, handling, installing, maintaining, adjusting or operating the Goods must do so carefully and reasonably, only for their intended purpose, and in accordance with any installation, operating, maintenance and safety instructions provided with the Goods. Casen Doors will not be responsible for any injury, death, damage or loss to the extent that it is caused by misuse, reckless or unreasonable use, improper handling, failure to follow applicable instructions or warnings, unauthorised modification or tampering, or use of the Goods for a purpose for which they were not designed.

24. Events outside reasonable control

24.1 Neither party is responsible for delay or failure caused by an event beyond its reasonable control, such as severe weather, natural disaster, epidemic, war, civil disorder, government action, port or border disruption, widespread transport interruption, industrial action not limited to its own workforce, or failure of an essential supplier despite reasonable contingency measures.

24.2 The affected party must notify the other as soon as reasonably possible and take reasonable steps to reduce the effect. Obligations are suspended only for the period and extent affected.

24.3 If the event causes a substantial delay or makes performance impossible, either party may end the affected part of the Contract after reasonable written notice. We will refund prepayments for Goods or Services not supplied. This clause does not remove any stronger right the Customer has under law.

25. Website use and intellectual property

25.1 Website content is provided for general information and product exploration. The final Contract is based on the Order Confirmation, approved technical drawing and Specification. We may update or correct Website content, availability and prices before accepting an order.

25.2 All intellectual property rights in the Website, branding, photographs, product designs and drawings created by us remain owned by us or our licensors. Once paid for, the Customer may use drawings supplied for the limited purpose of installing, operating and maintaining the purchased Goods, but may not reproduce our design commercially without permission.

25.3 If the Customer supplies a design, image, mark or specification, the Customer confirms that it has the right to authorise its use for the order and will be responsible for a third-party claim caused by an infringement in material supplied by the Customer, except to the extent caused by our use outside that authorisation.

25.4 Users must not misuse the Website, introduce malicious code, attempt unauthorised access, scrape it in a way that disrupts service, or use its content unlawfully. Third-party links are provided for convenience; their separate terms and privacy practices apply.

26. Personal information

26.1 We process personal information as described in our Privacy Policy (https://casen-doors.com/policies/privacy-policy) and in accordance with applicable data-protection law.

27. General legal terms

27.1 Subcontracting and assignment. We may use suitably qualified manufacturers, carriers, surveyors or installers while remaining responsible for our contractual obligations. The Customer may transfer the Contract where we agree in writing, and we will not unreasonably refuse where the transfer does not materially affect our rights or obligations. We may assign the Contract as part of a genuine transfer of our business if this does not reduce the Customer's rights.

27.2 Written Contract. The written Contract records the agreement between us. Statements and pre-contract information that applicable law makes binding remain part of the Contract, and nothing in this clause excludes liability for fraud or fraudulent misrepresentation.

27.3 No third-party rights. Except where law gives a third party a right that cannot be excluded, no person other than the Customer and Casen Doors may enforce the Contract under the Contracts (Rights of Third Parties) Act 1999.

27.4 Severance. If a court or authority finds part of these terms unlawful or unenforceable, the remaining parts continue to apply. Any unlawful wording is treated as adjusted only to the minimum extent necessary.

27.5 Waiver. A delay in enforcing a right is not a waiver of that right. A waiver on one occasion does not apply to another occasion.

27.6 Notices. Formal notices under the Contract must be sent by email or prepaid post to the contact details in the Order Confirmation, or to updated details notified in writing. This does not restrict any method by which the Customer may lawfully exercise a cancellation right.

27.7 Authorised representatives. The Customer may nominate in writing an architect, designer, builder, project manager, family member or other representative to communicate instructions or approvals concerning the order. Until we receive written notice withdrawing or changing that authority, Casen may reasonably rely on written instructions, selections and approvals given by the nominated representative as if given by the Customer. 

28. Governing law and courts

28.1 The Contract is governed by the law of England and Wales. The Customer keeps the protection of any mandatory law that applies in their place of residence or establishment.

28.2 The courts of England and Wales have jurisdiction, but the Customer may bring proceedings in any other court made available by applicable mandatory law.