Returns & Refund Policy

At Rüut Glazing, we are committed to delivering high-quality aluminium glazing products and professional installation services. As many of our products are custom-made to your exact specifications, our Returns & Refund Policy differs from that of standard retail products.

Please read this policy carefully before placing your order.

1. Custom-Made Products

Most products supplied by Rüut Glazing are manufactured specifically to your approved measurements, specifications, colours, and finishes.

These include, but are not limited to:

  • Aluminium windows
  • Bifold doors
  • Sliding doors
  • Entrance doors
  • Rooflights
  • Gable windows
  • Fixed glazing
  • Bespoke aluminium glazing systems

As these products are made to order, they cannot normally be returned or refunded once manufacturing has commenced, unless they are faulty, damaged, or incorrectly supplied.

2. Order Approval

Before manufacturing begins, customers are responsible for reviewing and approving:

  • Measurements
  • Product specifications
  • Colours and finishes
  • Opening configurations
  • Glass options
  • Hardware selections
  • Any drawings or design details provided

Once approval has been given and production has started, changes or cancellations may not be possible.

3. Cancellations

Customers may request to cancel an order before manufacturing begins.

If production has not started, any eligible refund will be processed after deducting any administrative or design costs already incurred.

If manufacturing has commenced, cancellation requests may be declined or may incur charges to cover materials, production, and other costs already committed.

4. Returns

Returns may be accepted only where:

  • The incorrect product has been supplied.
  • The product arrives damaged during delivery.
  • The product has a verified manufacturing defect.
  • The item does not match the approved order specification.

Returns will not normally be accepted for:

  • Customer measurement errors.
  • Incorrect product selections approved by the customer.
  • Normal manufacturing tolerances.
  • Minor cosmetic variations that do not affect product performance.
  • Damage caused after delivery or installation by third parties.
  • Improper storage, handling, or misuse.

5. Reporting Damage or Issues

Customers should inspect all products as soon as reasonably possible after delivery or installation.

Any damage, shortages, or defects should be reported promptly, preferably with:

  • Photographs of the issue
  • A description of the problem
  • Your order details
  • Supporting documentation where applicable

Prompt reporting helps us investigate and resolve issues efficiently.

6. Refund Eligibility

Where a refund is approved, it may be issued when:

  • The order cannot be fulfilled.
  • A replacement product is unavailable or unsuitable.
  • A manufacturing defect cannot reasonably be repaired.
  • We determine that a refund is the most appropriate resolution.

Refunds will generally be made using the original payment method unless otherwise agreed.

7. Replacement Products

Where appropriate, Rüut Glazing may choose to:

  • Repair the product.
  • Replace the affected item.
  • Supply replacement components.
  • Offer another suitable resolution before issuing a refund.

Our aim is to resolve issues fairly and as quickly as possible.

8. Installation Services

If installation is included in your order, any concerns regarding workmanship should be reported promptly after completion.

Where an issue is confirmed to be related to our installation, we will arrange an inspection and, where appropriate, carry out remedial work.

9. Non-Refundable Charges

The following may not be refundable where applicable:

  • Design services
  • Site surveys
  • Custom manufacturing costs
  • Special-order materials
  • Delivery charges already incurred
  • Installation work already completed

10. Consumer Rights

Nothing in this Returns & Refund Policy affects your statutory rights under applicable consumer protection laws.

Where legislation provides additional rights, those rights will always take precedence over this policy.

11. How to Request a Return or Refund

If you believe your order qualifies for a return, replacement, or refund, please contact Rüut Glazing as soon as possible with:

  • Your full name
  • Order reference
  • Contact details
  • Description of the issue
  • Supporting photographs (where applicable)

Our team will review your request and keep you informed throughout the resolution process.

12. Contact Us

If you have any questions about this Returns & Refund Policy or require assistance with an order, please contact Rüut Glazing.

We are committed to providing fair, transparent, and efficient support and will do our best to resolve any concerns promptly.