Terms & Conditions

Last updated 9 August 2026

1. Who you are contracting with

In these terms, “we”, “us” and “our” mean Vitrum Solutions Ltd trading as Sash Window Factory. “You” means the person or business placing the order.

2. What we supply

We supply ECOSlide® uPVC sliding sash windows. ECOSlide® is manufactured by Victorian Sliders in Llanelli. We are a Victorian Sliders partner. We do not manufacture the windows ourselves, and nothing in these terms or on this website should be read as saying that we do.

Every window is made to the sizes and specification recorded on your order. They are made to measure and are not stock items.

3. Quotations

• A quotation is an invitation to order and does not create a contract until we confirm your order in writing.
• Quotations are based on the sizes, colour, glass, hardware and glazing bar layout recorded at the time. Changing any of those changes the quotation.
• Unless the quotation says otherwise, it is valid for 30 days from its date.
• Where we have quoted from sizes you supplied, those sizes remain your responsibility. See clause 5.

4. Orders and payment

• A contract is formed when we confirm your order in writing and payment terms are met.
• Manufacture does not begin until payment has cleared in accordance with your order confirmation.
• Once manufacture has begun, an order cannot be changed or cancelled except as set out in clause 9, because the goods are made to your specification.
• Prices are confirmed on the written quotation and order confirmation. We do not publish prices on this website.

5. Sizes and surveys

Supply-only orders

On a supply-only order the sizes are yours. The windows are built to the schedule you give us. We are not responsible for windows that do not fit an opening because the sizes supplied to us were wrong, and made-to-measure goods manufactured to your sizes cannot be returned on that basis.

Supplied and fitted orders

Where we are fitting, we survey the openings before anything is ordered. The sizes are then ours and we carry the risk of getting them wrong.

6. Delivery

• Delivery is kerbside. The driver is not able to carry goods into a property, up steps or through a building.
• Someone must be present to receive and check the delivery, and to sign for it.
• Please inspect the goods on arrival and note any visible damage on the delivery paperwork. Report damage to us within 48 hours of delivery.
• Lead times quoted are estimates given in good faith and confirmed in writing before you order. They are not guaranteed dates and we are not liable for delays outside our reasonable control.
• Do not book a fitter, scaffolding or other trades until the goods have arrived and been checked.

7. Installation

This clause applies only where your order includes installation by us. Installation is available across West London and the Home Counties. It is not part of a supply-only order.

• We survey before ordering, fit with our own teams, remove the old windows and make good the internal plaster line to a standard suitable for redecoration. Redecoration itself is not included.
• You are responsible for clear access to the openings, including moving furniture, blinds, curtains and alarm sensors.
• We are not responsible for pre-existing defects revealed once old windows are removed, such as rotten timber, failed lintels or damp. We will tell you if we find any before continuing.
• A FENSA certificate is issued on completion, confirming the installation is registered under the Building Regulations.
• An insurance-backed guarantee is provided through the Consumer Protection Association.

8. Guarantee

• ECOSlide® windows carry a 10 year manufacturer warranty. Warranty certificates are issued against the job number.
• Where we have installed, our workmanship is covered in addition to the manufacturer warranty, and is backed by the insurance-backed guarantee referred to in clause 7.
• The guarantee does not cover damage caused by accident, misuse, alteration by others, failure to maintain the windows in line with the operation and maintenance guide, or normal wear to moving parts and seals.
• Your legal rights under the Consumer Rights Act 2015 are not affected by anything in this clause.

9. Cancellation

If you are a consumer and you ordered away from our premises or at a distance, you normally have 14 days to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Installation work you have asked us to begin within the cancellation period may be charged for in proportion to what has been done. Business customers are not covered by these Regulations.

10. Liability

We do not exclude or limit liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded. Subject to that, our total liability for a contract is limited to the price paid for that contract, and we are not liable for indirect or consequential loss, loss of profit, or costs arising from delay such as scaffolding, storage or other trades.

11. Complaints

Call 0800 861 1450 or email info@sashwindowfactory.co.uk with your job number. We aim to acknowledge within two working days. Where an installation is covered by the Consumer Protection Association guarantee, their dispute resolution process is also available to you.

12. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.