1.1 The guarantee period starts from the date that the original goods are received.

1.2 The Aftercare Period covers the first 12 months from the date the original goods are received and includes complimentary support for settling or adjustment issues.

1.3 After the Aftercare Period, support remains available for reporting issues covered under guarantee. For Supply-Only customers, replacement parts will be sent free of charge for self-installation where a manufacturing fault is confirmed.

1.4 All guarantees are dependent upon regular care and maintenance in accordance with the Maintenance Handbook.

1.5 The operational hours for Bristol Doors’ Aftercare Department are between 8am and 4pm, Monday to Friday, excluding any public holidays or company shutdown periods.

2.1 Faults must be reported online via www.bristoldoors.co.uk/issue. This is a condition of the guarantee and ensures accurate logging and processing. We aim to respond within 5 working days.

2.2 Customers must take reasonable steps to prevent further damage or deterioration once a fault is identified. Failure to do so may result in the guarantee being voided.

2.3 Bristol Doors may request photographic or video evidence to assess the reported issue remotely before confirming any replacement or remedy. Failure to provide such evidence when requested may result in a declined claim.

3.1 If a defect is confirmed under guarantee, Bristol Doors will arrange repair or replacement.

3.2 For Supply-Only orders, replacement parts will be sent to the customer for self-installation, once the fault has been verified as covered under guarantee.

3.3 For Fully Fitted orders, Bristol Doors will arrange for the part to be replaced during a scheduled visit at no cost to the customer.

3.4 If further work is declined by the customer, or the reported issue is not confirmed as a manufacturing fault, no replacement will be issued.

3.5 Bristol Doors will not attend site for inspection, removal, or fitting in connection with Supply-Only orders.

4.1 Where replacement goods are required, an identical product will be sourced from the original manufacturer and used where possible. If identical goods cannot be sourced, Bristol Doors will use a suitable alternative at our discretion, based on product compatibility and industry standards.

4.2 If replacement goods are supplied under the guarantee, the remaining duration of the original guarantee period will apply to the replacement goods. The guarantee period will not restart from the time the replacement goods are supplied.

4.3 Where Bristol Doors installs components or sealed units into existing frames not under our guarantee, we are not liable for operational issues arising from the condition or quality of those frames.

4.4 The components or sealed units provided in such cases are guaranteed for a maximum of 12 months.

4.5 Bristol Doors does not guarantee the performance or suitability of frames supplied by third parties.

5.1 If the original supplier or manufacturer is unable to trade due to force majeure events, including but not limited to scenarios such as administration, liquidation, bankruptcy, or any similar circumstance, then the guarantee will be null and void.

5.2 In the event of force majeure events, including acts of God, natural disasters, war, terrorism, governmental actions, labour strikes, or any similar unforeseeable circumstances beyond its control, Bristol Doors shall not be held liable for any failure to perform its obligations under this guarantee.

6.1 All moving parts, including locks, hinges and handles, are covered for 1 year from the date of delivery. This applies equally to Supply-Only and Fully Fitted customers.

7.1 Our standard Composite Doors with foam core are guaranteed against manufacturing defects, discolouration, and cracking for 5 years.

7.2 The guarantee period for double glazed units with Integral Blinds is reduced to 5 years.

7.3 The guarantee period for chrome, satin, gold, bronze, graphite and black door ironmongery is reduced to 12 months.

7.4 Unless otherwise specified, all products and materials will have a standard guarantee period of 12 months.

7.5 This guarantee applies to all Bristol Doors customers — including DIY, Trade, and Retail buyers — provided that the products are installed and maintained in accordance with the supplied instructions and Maintenance Handbook (available on request).

7.6 Moving parts, including locks, handles and hinges, are guaranteed against manufacturing defects and mechanical failure. Glass sealed units are guaranteed against material defects and moisture penetration into the sealed cavity. Composite Doors are guaranteed against manufacturing defects, discolouration and cracking. uPVC windows and doors are guaranteed against manufacturing defects, discolouration, bending, bowing, warping and cracking. Aluminium profiles are guaranteed against manufacturing defects, discolouration, bending, bowing, warping and cracking.

8.1 If any amendments or modifications have been made to the product without written authorisation by Bristol Doors, including but not limited to removing, adjusting, or adding components, it shall nullify and void the guarantee.

8.2 This guarantee applies only to the original named customer and is not transferable.

9.1 Any location that may be deemed as a hazardous condition i.e. marine, industrial environment etc., then the standard guarantee is not valid. If an alternative guarantee is not agreed prior to the placement of order, then the goods will be supplied without guarantee.

10.1 Bristol Doors accepts no liability for indirect or consequential losses beyond those required by law. This includes, but is not limited to, any loss of profits, revenue, or data arising from the use or performance of its products or services, even if we have been advised of the possibility of such losses.

10.2 The maximum liability of Bristol Doors under this guarantee shall not exceed the original value of the individual product or component supplied that is subject to the reported defect.

10.3 This excludes any indirect or consequential costs not directly related to the repair or replacement of the affected item. This guarantee does not extend to ancillary costs including, but not limited to, scaffolding, access hire, redecoration, or loss of use.

11.1 This guarantee is provided by Bristol Doors, a trading name of Caddy Windows Ltd, of 8 Enterprise Trade Centre, Hengrove Way, Bristol, BS4 1UN. It applies in addition to your statutory rights and does not affect them in any way.

11.2 Bristol Doors may amend, update or replace these Terms & Conditions at any time. Changes take effect immediately once published at www.bristoldoors.co.uk/guarantee and apply to all ongoing cover, service requests, and support obligations unless otherwise agreed in writing at the time of order. By submitting a service request or seeking to rely on this guarantee, you agree to the latest version of the terms.

11.3 Any contract incorporating these conditions shall be governed by and construed in accordance with the laws of England and Wales and both parties hereby agree to submit to the exclusive jurisdiction of the English Courts.

11.4 By reporting a fault, submitting a service request, or otherwise seeking to rely on the guarantee (whether online, by phone, or in writing), the customer confirms acceptance of the most recent version of the Guarantee Terms & Conditions as published at www.bristoldoors.co.uk/guarantee.

11.5 Any customer approvals or agreements provided via email, website form, or other electronic communication shall be deemed legally binding.

11.6 If any payment due to Bristol Doors remains outstanding, guarantee cover shall be suspended until full payment is received.

11.7 If payment remains overdue more than 30 calendar days after the invoice due date, Bristol Doors reserves the right to cancel the guarantee in full.

11.8 Where the original contract is the subject of a formal dispute or legal claim, or where the customer seeks to rely on the guarantee as part of a complaint, compensation demand, or legal action, Bristol Doors reserves the right to suspend all guarantee support until the matter is resolved.

11.9 Where a dispute relating to the original contract or installation is resolved by formal settlement or court judgment, all remaining guarantee obligations shall be terminated, unless otherwise stated in the terms of the settlement or judgment.

11.10 If your installation was registered with FENSA, the FENSA certificate is linked to the property and remains valid for future homeowners. This certificate confirms Building Regulations compliance but does not extend or transfer the Bristol Doors product guarantee.

12.1 Any product damage caused by accident, neglect, misuse, or general wear and tear.

12.2 Any glass damage or breakage.

12.3 Any claim not approved by the original supplier or manufacturer.

12.4 Any direct loss, indirect loss, or consequential loss arising from defects or faulty manufacture.

12.5 Any fault or defect not reported via www.bristoldoors.co.uk/issue.

12.6 Any fault or defect not reported within 14 calendar days of noticing it.

12.7 Any products supplied or installed outside of the United Kingdom.

12.8 Any product where full payment has not been received by Bristol Doors.

12.9 Any site visit, inspection, removal, or fitting in connection with Supply-Only orders. In such cases, confirmed warranty items will be supplied for self-installation.

12.10 Any claims for compensation or costs of third-party contractors.

12.11 Any moving part older than 12 months.

12.12 Any chrome, satin, gold, bronze, graphite, or black door ironmongery older than 12 months.

12.13 Any claim related to the natural ageing or cosmetic deterioration of surfaces, finishes, or materials, including fading, minor scuffs, or discolouration, where performance is not affected.

12.14 Any misuse of the Aftercare Period, including repeated, excessive or unreasonable requests for engineer visits that do not relate to new or unresolved post-installation issues.

12.15 Bristol Doors reserves the right to refuse service or withdraw guarantee support in cases of abusive behaviour, repeated non-cooperation, or deliberate obstruction of Bristol Doors’ assessment or repair process.

12.16 Bristol Doors also reserves the right to refuse service entirely in cases of fraud, false reporting, or repeated unreasonable conduct.

12.17 This guarantee shall be void in its entirety if Bristol Doors is prevented from completing the original works or returning to rectify outstanding items due to customer refusal, denial of access, or non-cooperation.