PEERLESS GUARANTEE

This guarantee explains what is covered, how long cover lasts, and how to make a claim. It applies to qualifying products supplied by Peerless Windows and is additional to your statutory rights as a consumer.

Urgent out-of-hours service

Peerless Windows does not provide emergency or out-of-hours call-outs under this guarantee. For urgent locksmith assistance outside our normal working hours, you may contact Danny Kilgannon on 07931 810424. Danny is an independent locksmith recommended by Peerless Windows.

You engage and pay Danny directly. Peerless Windows will not reimburse charges for his attendance or work. His work will not, by itself, invalidate this guarantee. However, the guarantee does not cover a fault or damage to the extent it was caused by work he carried out.

What we guarantee

Peerless Windows guarantees to repair or replace, without charge, a covered product that develops a fault because of defective materials or construction during the applicable guarantee period below. A repair or replacement will be provided within a reasonable time after we have confirmed that the fault is covered.

For an accepted claim, the repair or replacement is free of charge. This includes necessary replacement parts, labour, engineer attendance, removal of the faulty product and fitting of the repaired or replacement product. We will remove and dispose of the faulty product where required. It does not include unrelated building work, redecoration or upgrades. We will explain any proposed work outside the guarantee and obtain your agreement before carrying it out. This does not affect your statutory rights.

The guarantee covers the listed product or component only. It does not cover other products or parts of the property unless the law requires otherwise.

Guarantee periods

1.  10 years from the date installation is substantially complete: window frames, window hinges, window handles and window locks.

2.  10 years from the date installation is substantially complete: glass sealed units, except sealed units containing internal blinds, stained-glass units and sealed units in composite doors.

3.  5 years from the date installation is substantially complete: composite doors.

4.  5 years from the date installation is substantially complete: integral blinds and glass sealed units containing integral blinds. External blind components are covered for 2 years from that date.

5.  1 year from the date of delivery: all products supplied on a supply-only basis. This one-year period applies instead of the periods above to the products supplied on that basis.

The guarantee period starts when installation is substantially complete. For supply-only products, it starts on delivery. We will confirm the relevant date in the order or installation records.

How to make a claim

Please contact Peerless Windows using the contact details on your order or our website, or call 0208 567 6000 or email customercare@peerlesswindows.co.uk . Tell us the customer name, installation or delivery address, approximate installation or delivery date, the product affected, and what has gone wrong. Please include photographs if you can.

You must notify us within the applicable guarantee period and as soon as reasonably practicable after discovering the fault. We will acknowledge the claim and explain the next steps. We may need to inspect the product at the property before deciding whether the fault is covered.

You must give us, or our appointed representative, a reasonable opportunity to inspect the product. We will tell you before arranging an inspection if a call-out charge may apply and obtain your agreement to that charge.

Maintenance

You must carry out any maintenance described in the instructions supplied for the product.

What is not covered

This guarantee does not cover a fault or damage to the extent that it is caused by:

1.  accident, misuse or neglect by the customer or a third party, or failure to follow the maintenance instructions supplied for the product;

2.  work, alteration or repair by a person not authorised by Peerless Windows, where that work, alteration or repair caused or contributed to the fault;

3.  the customer or a third party interfering with permanent fixings, where that interference caused or contributed to the fault; or

4.  war, civil commotion or an event outside reasonable human control, where that event caused the fault.

The guarantee does not cover existing timber frames that Peerless Windows installed products into or alongside them.

Glass is supplied in good quality. This guarantee does not cover minor blemishes or imperfections that fall within applicable glass-industry tolerances. It does cover a defect in the glass sealed unit that amounts to defective materials or construction, subject to the guarantee periods above.

This guarantee does not cover condensation except condensation occurring between the panes of a glass sealed unit.

This guarantee does not cover a fault to the extent that it was caused by movement in the building opening after installation, including movement caused by subsidence or construction work. We may inspect the product and surrounding opening to assess the cause. This exclusion applies only to the fault caused by that movement; it does not cancel cover for unrelated faults. This guarantee does not affect your statutory rights.

If a trade supplier stops trading or discontinues a product line, we may provide a suitable alternative replacement. A replacement may differ in appearance or finish. We are not required under this guarantee to replace other parts of the installation solely to achieve a visual match.

Associated building and making-good work

Where Peerless Windows carries out associated building or making-good work as part of the installation, we will take reasonable steps to match existing materials. An exact match cannot be guaranteed where existing materials have weathered or changed colour.

Repairs and replacements

Where a fault is covered, Peerless Windows may repair the product or provide a replacement. We will choose a reasonable and suitable method, taking account of the product and the fault, and complete the work within a reasonable time. A replacement may be made using our manufacturing procedures current at the time, including technical improvements, provided it performs the relevant function.

If we repair or replace a product under this guarantee, the guarantee on that repaired or replacement product lasts until the later of: the end of the original guarantee period, or 12 months from the date the repair or replacement is completed. The guarantee period for other products is unchanged.

Fees

If an inspection finds that the reported fault is not covered by this guarantee, we may charge a £80 call-out fee, but only if we told you about the fee and you agreed to it before the visit was arranged. If the fault is covered, there is no call-out fee under this guarantee.

Cut keys supplied or cut by someone other than Peerless Windows are not covered by this guarantee. If our attending engineer determines that a cut key caused the reported door-function problem, we may charge an £80 call-out fee. We will tell you about this fee before the visit and obtain your agreement. We will not charge both the £80 cut-key fee and the £80 call-out fee for the same visit.

If you sell or transfer the property

This guarantee may be transferred to a new owner of the property for the remaining guarantee period. The new owner should contact Peerless Windows and provide reasonable evidence of ownership and installation details so that we can update our records. The guarantee period and conditions remain unchanged after transfer. Any inspection, service visit or repair not covered by the guarantee will be quoted separately and requires agreement before work is arranged.

Your statutory rights

This guarantee gives you additional rights. It does not affect or replace your statutory rights as a consumer. If a fault develops outside the guarantee period, please contact us; we may be able to offer assistance on a best-efforts basis.