Terms & Conditions

Warranty, Guarantee & Terms and Conditions
 

Last updated: 15 August 2025

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These Warranty Terms and Conditions apply to all secondary glazing products supplied and installed by
Invision Secondary Glazing Ltd.

For the purposes of these terms, "we", "us" and "our" means Invision Secondary Glazing Ltd. "Customer", "you" and
"your" means the person, business or organisation purchasing goods or services from us.
We supply and install made-to-measure secondary glazing products. Our products are manufactured by Granada
Glazing Limited, and installation is carried out by Invision Secondary Glazing Ltd or by installers acting on our behalf.
Nothing in these terms affects your statutory rights.

Warranty and Guarantee Terms

1. Product Warranty
The secondary glazing products we supply are manufactured by Granada Glazing Limited.
Subject to the manufacturer's warranty terms, Granada products are supplied with:
• 10-year guarantee on the frame
• 2-year guarantee on moving parts
• 12-month guarantee on spring balances
Granada's warranty states that any claim must be made in writing, that the warranty is a return-to-factory warranty, and
that engineer callouts are not included under the manufacturer's warranty unless otherwise agreed in writing.
The manufacturer's warranty only applies where the product has been used correctly, maintained properly, and not
altered, tampered with, painted, drilled, modified or fitted with non-approved items.

2. Invision Installation Warranty
In addition to the manufacturer's product warranty, Invision Secondary Glazing Ltd provides a 2-year workmanship
warranty from the date installation is completed.
This workmanship warranty covers defects caused directly by our installation work.
The workmanship warranty does not cover defects or damage caused by:
• misuse or accidental damage
• customer alteration, interference or unauthorised modification
• failure to clean, maintain or operate the units correctly
• defects in the existing windows, frames, walls, reveals or structure
• damp, mould, condensation, water ingress or poor ventilation, unless directly caused by our defective workmanship
• building movement, settlement or structural defects
• damage caused by third parties after installation
• damage caused by unsuitable cleaning products or chemicals
• normal wear and tear

3. Warranty Start Date
Your warranty begins from the date installation is completed, provided that full and final payment has been received.
A warranty certificate will be issued by Invision Secondary Glazing Ltd after installation and after the final balance has
been paid.
No warranty certificate will be issued while any payment remains outstanding.

4. Warranty Claims
All warranty claims must be submitted in writing to Invision Secondary Glazing Ltd.
A claim should include:
• customer name
• installation address
• invoice number or order reference
• installation date
• description of the issue
• clear photographs or video showing the problem
We may need to inspect the installation before confirming whether the issue is covered under warranty.
Where the issue relates to the product itself, we may refer the claim to Granada Glazing Limited and follow the
manufacturer's warranty process.
Where Granada requires products or parts to be returned to the factory, the customer may be responsible for
reasonable access, removal, reinstallation, delivery or callout costs unless otherwise agreed in writing.

5. What the Warranty Covers
Subject to these terms, the warranty may cover:
• product defects accepted by the manufacturer
• frame defects covered by the manufacturer's warranty within the relevant warranty period
• failure of covered moving parts within 2 years
• failure of spring balances within 12 months
• installation defects caused directly by our workmanship within 2 years
• replacement parts supplied under the manufacturer's warranty
• reasonable remedial installation work where the fault is accepted as our responsibility
•

6. What the Warranty Does Not Cover
The warranty does not cover:
• general wear and tear
• accidental damage, impact damage or misuse
• damage caused by forced entry or attempted forced entry
• broken glass after installation, unless caused by a proven product defect or our negligence
• condensation, mould, damp or ventilation-related issues, unless directly caused by our defective workmanship
• draughts caused by existing windows, walls, frames, flooring or building defects
• faults caused by lack of maintenance or incorrect cleaning
• damage caused by chemicals, abrasive cleaners or unsuitable cleaning products
• customer repainting, drilling, fixing, screwing, modification or tampering
• signs, blinds, lights, weights, fixings, security equipment or other non-approved items fitted to the product
• damage caused by pets, children, tenants, contractors or third parties
• damage caused by fire, flood, storm, extreme weather or other events outside our reasonable control
• cosmetic marks that are within normal manufacturing or installation tolerances
• slight colour variation between batches, samples, website images or existing finishes
• any issue caused by the customer failing to provide accurate information
• any issue caused by instructions given by the customer against our advice
• removal and refitting for decoration, renovation or other building works
• scaffolding, special access equipment, parking, permits or third-party access costs unless agreed in writing
• loss of time, inconvenience, loss of income, redecoration costs or consequential losses, except where the law does
not allow such exclusions

7. Condensation, Damp and Ventilation
Secondary glazing can help improve comfort, reduce draughts, improve heat retention and reduce noise, but it does not
guarantee the removal of condensation, damp or mould.
Condensation is usually linked to moisture levels, temperature, ventilation and the condition of the existing windows and
building fabric.
The customer remains responsible for maintaining adequate ventilation and controlling moisture within the property.

8. Acoustic and Thermal Performance
Secondary glazing can improve acoustic and thermal performance. However, the exact level of improvement will vary
depending on:
• the existing windows
• the existing frame condition
• glass specification
• air gap
• property construction
• ventilation
• installation position
• surrounding noise sources
• room layout and building fabric
Any acoustic or thermal figures given before installation are estimates only unless a specific written performance
guarantee has been agreed.

9. Maintenance Requirements
The customer must clean and maintain the secondary glazing in accordance with the manufacturer's guidance.
Regular maintenance may include:
• cleaning tracks and channels
• keeping drainage or ventilation areas clear where applicable
• using suitable non-abrasive cleaning products
• avoiding excessive force when opening or closing units
• reporting faults promptly
• not allowing dirt, dust, paint or plaster to build up in moving parts
Failure to maintain the products correctly may invalidate the warranty.
Invision Secondary Glazing Ltd technical downloads include operation and maintenance documents for secondary
glazing systems.

10. Transfer of Warranty
The warranty is issued to the original customer named on the invoice and warranty certificate.
The manufacturer's warranty states that it is not transferable and may terminate if property ownership changes or the
property is abandoned. Unless we agree otherwise in writing, the Invision workmanship warranty is also not
transferable.

Terms and Conditions of Sale and Installation

1. Quotations
All quotations are valid for 30 days unless stated otherwise.
A quotation is based on the information available at the time and may be subject to change following survey,
measurement, access review or design changes. Any drawings, images, brochures or samples are for guidance only
unless confirmed as part of the final written specification.

2. Survey and Measurements
All made-to-measure products are subject to survey and final measurements where we are carrying out the survey.
The customer must ensure we are given safe and reasonable access to all areas requiring survey or installation.
If a survey identifies that the proposed installation is unsuitable, unsafe, impractical or different from the original
information provided, we may revise the quotation or decline the work.
Where Invision Secondary Glazing Ltd, or an installer acting on our behalf, carries out the survey and measurements for
an installation contract, we accept responsibility for the window sizes measured by us or on our behalf.
For supply-only orders, or where the customer or a third party provides measurements, we do not accept responsibility
for incorrect measurements, sizing errors or resulting fitting issues.

3. Orders
An order is accepted when:
• the customer confirms acceptance of our quotation by paying the required deposit;
• any required deposit has been paid; and
• we confirm the order in writing.
Once an order has been placed into manufacture, changes may not be possible.
Where changes are possible, they may result in additional charges and revised lead times.

4. Made-to-Measure Products
All secondary glazing units are made to measure.
Because the products are bespoke and manufactured to the customer's specific requirements, cancellation may not be
possible once the order has entered manufacture.
Where a customer cancels after manufacture has started, the customer may be responsible for the cost of materials,
manufacturing, administration and any other reasonable costs already incurred.

5. Deposit and Payment
A deposit of 50% is required before products are ordered or placed into manufacture.
Unless agreed otherwise in writing:
• a deposit is payable on order
• the balance is payable on completion of installation
• payment must be made in full before the warranty certificate is issued
Goods remain the property of Invision Secondary Glazing Ltd until paid for in full.
We reserve the right to charge interest and reasonable recovery costs on overdue balances where permitted by law.

6. Lead Times and Delays
Any lead time or installation date given is an estimate only. We aim for a 3-4 week turnaround where possible, but this
is not guaranteed unless specifically agreed in writing.
We will make reasonable efforts to meet agreed dates, but we are not responsible for delays caused by:
• manufacturer delays
• supplier delays
• transport delays
• bad weather
• illness or staff shortage
• access problems
• customer changes
• property defects
• unsafe working conditions
• events outside our reasonable control
A delay does not give the customer the right to cancel unless cancellation rights apply by law or we agree in writing.

7. Customer Responsibilities Before Installation
Before installation, the customer must:
• provide clear and safe access
• remove curtains, blinds, ornaments and personal items unless agreed in advance by one of our team members
• move furniture away from the work area
• protect valuables and fragile items
• arrange parking or permits where needed, unless these are specifically included in our written quotation
• notify us of hidden pipes, cables, alarms or other hazards
• obtain all required permissions, consents or approvals
We are not responsible for damage to items left in the working area.

8. Existing Windows and Property Condition
Secondary glazing is installed to the inside of existing windows or surrounding structures.
We are not responsible for defects in existing windows, frames, sills, walls, lintels, plaster, timber, brickwork, stonework
or structure.
We are not responsible for problems caused by:
• rotten timber
• loose plaster
• damp or mould
• existing water ingress
• poor ventilation
• structural movement
• defective existing glazing
• uneven walls, frames or reveals
• hidden cables, pipes or other concealed services
If additional work is required due to existing defects or unforeseen site conditions, this may be quoted and charged
separately.

9. Making Good
We will take reasonable care during installation.
Unless specifically included in the quotation, our price does not include full redecoration, specialist plastering, painting,
wallpapering, tiling, joinery or making good to a decorative finish.
Any making good we carry out will be to a reasonable standard only. We cannot guarantee an exact match to existing
paint, plaster, wallpaper, timber, stain, texture or aged finishes.

10. Design, Sightlines and Appearance
Secondary glazing is a practical internal glazing system. The final appearance may vary depending on the condition,
level and shape of the existing window or opening.
The customer accepts that:
• frames may not always align perfectly with existing window bars or sightlines
• existing windows may be out of square or uneven
• small tolerances are normal
• colour and finish may vary slightly from samples or images
• trickle vents, handles, locks or catches may affect final appearance
• manufacturing and installation tolerances apply

11. Glass
Glass may contain minor visual imperfections within recognised industry tolerances.
We are not responsible for glass breakage after installation unless it is caused by a proven product defect or our
negligence.
Specialist glass, acoustic glass, toughened glass, laminated glass or heritage-style glass will only be supplied where
specified in the written quotation.

12. Permissions and Consents
The customer is responsible for obtaining any required:
• planning permission
• listed building consent
• conservation area consent
• landlord approval
• freeholder approval
• leaseholder approval
• management company approval
• building control approval
• insurance approval
We may provide product information or drawings where reasonably possible, but responsibility for permissions remains
with the customer unless agreed otherwise in writing.

13. Installation Completion
Installation will be considered complete when the units have been fitted and are operational, subject to any minor
snagging items.
Minor snagging does not entitle the customer to withhold the full balance unless the withheld amount is reasonable and
directly related to the unresolved item.

14. Snagging
Any snagging items must be reported in writing within 7 days of installation.
We will arrange to inspect or remedy valid snagging items within a reasonable time.
Snagging does not include damage, misuse, decoration issues, condensation, existing property defects or customer
changes after installation.

15. Access for Remedial Work
The customer must provide reasonable access for inspection, servicing, snagging or warranty work.
If we attend an appointment and cannot gain access, or the issue is found not to be covered by warranty, a callout
charge may apply.

16. Cancellation
Cancellation rights will depend on how and where the contract was agreed, whether the customer is a consumer or
business, and whether the goods are bespoke or made to the customer's specific requirements.
For made-to-measure products, cancellation rights may be limited once manufacture has started.
Where a customer cancels after an order has been accepted and costs have been incurred, the customer may be
responsible for reasonable costs and losses directly resulting from the cancellation, including materials, manufacturing,
administration, survey, delivery or other reasonable costs already incurred.
Nothing in this clause affects any cancellation rights that apply by law.

17. Liability
We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury
caused by negligence, fraud, fraudulent misrepresentation, or breach of legal rights that cannot be excluded.
Subject to that, we are not liable for:
• indirect losses
• consequential losses
• loss of profit
• loss of income
• loss of business
• loss of use
• inconvenience
• third-party contractor costs
• redecoration costs
• hotel or accommodation costs
• scaffolding or access costs unless agreed in writing
Our total liability will not exceed the amount paid by the customer for the relevant goods and services, except where the
law does not allow such a limit.

18. Complaints
If you have a complaint, please contact us in writing at:
Invision Secondary Glazing Ltd
Email: info@invisionglazing.com
Phone: 01246 942286
Address: 75 Storforth Lane Trading Estate, Chesterfield, S41 0QZ
Please include your name, address, invoice number, photographs where relevant, and a clear description of the issue.
We will aim to respond within a reasonable time.

19. Statutory Rights
Nothing in these terms affects your statutory rights.
Consumer law may give customers rights to repair, replacement, repeat performance, price reduction or other remedies
where goods or services do not meet legal standards. These rights may apply regardless of whether a warranty or
guarantee is in place.

Installation Warranty Certificate
Certificate Number:
Customer Name:
Installation Address:
Invoice Number:
Installation Date:
Installed By: Invision Secondary Glazing Ltd
Product Type: [Horizontal Slider / Vertical Slider / Hinged / Lift Out / Fixed / Bespoke]
Glass Specification:
Frame Colour:
Number of Units Installed:

Warranty Cover
This certificate confirms that secondary glazing products have been supplied and installed by Invision Secondary
Glazing Ltd at the above address.
Subject to the warranty terms and exclusions, the installation is covered as follows:

Manufacturer Product Warranty
• Frame: 10 years
• Moving parts: 2 years
• Spring balances: 12 months
The manufacturer's warranty is provided by Granada Glazing Limited and is subject to Granada's own warranty terms
and conditions.

Invision Workmanship Warranty
Installation workmanship: 2 years from the installation date.
This covers defects caused directly by Invision Secondary Glazing Ltd installation workmanship.

Warranty Conditions
This warranty is valid only where:
• full and final payment has been received
• the product has been used correctly
• the product has been maintained properly
• no unauthorised alterations have been made
• no non-approved items have been fitted to the units
• the issue has been reported promptly in writing
• reasonable access is provided for inspection or remedial work

Warranty Exclusions
This warranty does not cover:
• accidental damage
• misuse or neglect
• general wear and tear
• condensation, damp or mould, unless directly caused by our defective workmanship
• lack of ventilation
• existing window or building defects
• customer alterations
• third-party damage
• glass breakage after installation unless caused by a proven defect or our negligence
• damage caused by unsuitable cleaning products
• redecoration, making good or access costs unless agreed in writing
• consequential losses or inconvenience, except where the law does not allow such exclusions

Claim Procedure
To make a claim, contact Invision Secondary Glazing Ltd in writing.
Please provide:
• certificate number
• invoice number
• installation address
• description of the issue
• photographs or video evidence

Contact Details
75 Storforth Lane Trading Estate
Chesterfield, S41 0QZ
info@invisionglazing.com
01246 942286
www.invisionglazing.com
Effective Date: 15 August 2025