Consumer & Self-Build Terms

Last updated: September 2026

These terms apply to private homeowners and self-build customers purchasing wholly or mainly for personal use. Business customers should use the Business Conditions of Sale & Installation.

1. Who these terms apply to

These terms apply where you are an individual purchasing goods or services wholly or mainly outside your trade, business, craft or profession. They form part of the contract between you and Taylormade Facades Ltd ("Taylormade", "we", "us" or "our").

2. Order confirmation

Our quotation is an invitation to place an order. Your order becomes binding when we accept it in writing. The contract includes our quotation, written order confirmation, these terms, the approved drawings and any changes we expressly agree with you in writing.

Please check the order confirmation carefully and tell us promptly if anything is wrong.

3. Price and payment

The quotation will set out the total price, including VAT where applicable, and any delivery, installation or other charges. For profile supply, 50% of the price is payable with the order and the remaining 50% is payable before delivery. The first payment is not automatically non-refundable; any amount retained following cancellation must be justified under sections 7 and 8 and applicable law.

Installation charges are invoiced separately. Where installation is expected to be completed within 10 working days and is not part of a larger phased scheme, payment is due within 14 days of the installation invoice. For larger, phased or longer-duration installation works, payment is due within 30 days of the installation invoice unless we expressly agree another arrangement with you in writing. A phased scheme uses the 30-day arrangement even if an individual phase is shorter than 10 working days.

4. Drawings and approvals

Where applicable, you must check and approve our manufacturing drawings, setting-out drawings and profile schedules in writing before manufacture. Email counts as written approval. Please check dimensions, quantities, profiles, joints, setting out and interfaces carefully.

Your approval does not remove Taylormade's responsibility for its own drawing, take-off, manufacturing, supply or installation errors within the work we agreed to undertake.

5. Finished-profile manufacturing tolerance

Finished profiles are manufactured to a tolerance of -2 mm / +2 mm from the approved nominal dimensions unless we agree otherwise in writing. Separate allowances may still be needed for the building, substrate, setting out, joints and installation.

6. Standard products and bespoke products

Some profiles are standard products. Others are made or adapted to your measurements, drawings, colour, finish or other project requirements and are bespoke or project-specific. Before you place the order, Taylormade will identify any products that it considers made to your specifications or clearly personalised where that status affects your cancellation rights.

Faulty, misdescribed or non-conforming goods remain subject to your statutory consumer rights whether they are standard or bespoke.

7. Cancellation rights

If a consumer contract is made at a distance or off-premises and no legal exception applies, you will normally have a statutory 14-day cancellation period. The precise start of that period depends on whether the contract concerns goods or services. Before you are bound by the order, Taylormade will provide the cancellation information and instructions that apply.

Goods made to your specifications or clearly personalised may be excluded from the normal statutory change-of-mind cancellation right. This exclusion does not affect your rights if goods are faulty, misdescribed or do not conform to the contract.

If you ask Taylormade to begin an installation service during an applicable cancellation period, we will obtain any express request or consent required by law. If you then validly cancel after the service has started, you may have to pay the legally permitted proportionate amount for the service supplied up to cancellation. Where applicable law provides that the cancellation right is lost after the service has been fully performed following the required express consent and acknowledgement, that rule applies.

8. Cancellation of bespoke or project-specific orders

This section applies only where you do not have a statutory change-of-mind cancellation right and no other lawful cancellation right applies. Any cancellation right provided by law takes priority over this section.

If you ask to cancel a bespoke or project-specific order after approved drawings, materials or manufacture have been committed, Taylormade may recover only its reasonable actual loss resulting from the cancellation, where permitted by law. This may be more or less than the initial 50% payment; that payment is not automatically non-refundable.

We will take reasonable steps to reduce our loss and give credit for genuine costs saved, reusable material and reasonable resale value. Payments already made will be credited against the amount properly due, any excess will be refunded, and we will not recover the same loss twice.

9. Customer over-ordering and quantities

Where you supply or approve the quantities, you are responsible for over-ordering, duplication or surplus caused by those quantities. Taylormade remains responsible for its own take-off or supply errors, including errors in quantities we calculate as part of the agreed work.

10. Delivery and delivery access

We will agree delivery arrangements with you. You must provide safe and suitable access, an available nominated recipient and any offloading help or equipment stated in the quotation as your responsibility. We may charge reasonable additional costs caused by failed delivery, waiting, storage or redelivery where access is inadequate or nobody is available to receive the goods.

Risk remains with Taylormade until you, or a person you nominate other than the carrier, physically receives the goods, subject to applicable law.

11. Inspecting goods on delivery

Please inspect the goods as soon as reasonably possible. Tell us promptly about visible shortages, transit damage or anything that appears incorrect, ideally with photographs, so that we can investigate. A delay in reporting does not by itself remove or shorten your statutory rights.

12. Storage and handling

After delivery, you are responsible for storing and handling the profiles carefully and protecting them from damage, contamination and unsuitable conditions before installation. Please follow any storage or handling instructions we provide.

If you do not accept an agreed delivery, reasonable storage, handling and redelivery costs may apply after we give you notice and a reasonable opportunity to accept the goods.

13. Installation services

Where Taylormade supplies installation, we will carry it out with reasonable care and skill and remain responsible for the installation service contracted through us, including where we use competent subcontract installers.

Most profiles are bonded or adhesive fixed to a suitable prepared substrate. Supplementary mechanical fixing may be required depending on the profile, substrate, location or approved project detail. Structural adequacy remains the responsibility of the appropriate designer or structural engineer unless we expressly accept that responsibility in writing.

14. Site readiness and access

The work area must be reasonably ready, safe, accessible and suitable for the installation. The quotation will state any access, scaffold, facilities, substrate preparation or other work to be provided by you or others.

We may pause work where the site, access, substrate or weather conditions are unsafe or outside the relevant material application or curing limits. Reasonable additional attendance or return-visit costs caused by conditions outside the agreed assumptions may be treated as a variation after we explain them to you.

15. Joints, backing rods and sealants

Joints are installed to the approved drawing or detail. Backing rod is used where profile depth permits, particularly for cornices and coping stones. Thin window surrounds, narrow bands and other profiles without sufficient joint depth may need another approved joint detail.

Sealant or mastic selection depends on the finish, colour, adjoining materials and project requirements. Where we supply or apply it, we are responsible for applying it correctly to the approved detail. Where others supply or apply it, their selection, preparation, application and maintenance remain their responsibility.

16. Render, EWI and finishes by others

Third-party render, external wall insulation (EWI), primers, decorative finishes and surrounding façade systems remain the responsibility of the relevant system manufacturer, designer or applicator to the extent those materials or systems are selected, designed, supplied or applied by that third party. Taylormade will provide information about its own profile, basecoat and finish so that compatibility can be reviewed. Taylormade remains responsible for its own information, goods and installation work and for any product or system that Taylormade expressly selects, supplies or applies as part of its contracted scope.

17. 12-month manufacturing warranty

Taylormade warrants for 12 months from delivery that supplied profiles will be free from manufacturing defects. This warranty is additional to your statutory rights and does not replace or limit them.

The warranty does not cover an issue to the extent it was caused or materially contributed to by incorrect storage or handling, unsuitable substrates, building movement, damage by others, incompatible materials or finishes, incorrect installation by others, misuse, impact, unauthorised alteration or failure to follow applicable maintenance guidance.

18. Maintenance and alterations after installation

Please follow the Taylormade Maintenance & Aftercare Guide and applicable third-party system guidance. A failure to maintain affects Taylormade's responsibility only where it caused or materially contributed to the problem.

The EPS core is not a structural fixing substrate. Later signs, lights, brackets and similar items must be fixed back to a suitable structural substrate, and penetrations must be properly sealed. Taylormade is not responsible for an issue to the extent it was caused by incorrect drilling, cutting, recoating, joint alteration or another unauthorised modification by others.

19. Faulty goods and installation

Goods must be as described, of satisfactory quality and fit for any particular purpose made known to us where the law requires. Installation services must be carried out with reasonable care and skill.

If you believe goods or installation are faulty or do not conform to the contract, please contact us promptly and give us a reasonable opportunity to inspect. Where Taylormade is responsible, we will provide the remedy required by law, which may include repair, replacement, repeat performance, a price reduction or a refund depending on the circumstances.

20. Inspection / call-out charges

There is no call-out charge where our investigation confirms a Taylormade manufacturing or installation fault. Where the cause is outside Taylormade's responsibility, we may charge reasonable travel, labour, accommodation, access or specialist investigation costs. We will warn you before incurring those costs where reasonably practicable.

21. Liability

Taylormade is responsible for loss or damage that is a reasonably foreseeable result of our breach of contract or our failure to use reasonable care and skill. We are not responsible for loss or damage that we could not reasonably have foreseen when the contract was made.

Nothing in these terms excludes or limits your statutory consumer rights or any liability that cannot legally be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

22. Complaints

If you have a complaint, please contact us using the details in section 24 and explain the issue. We will investigate and try to resolve it within a reasonable time. Please provide photographs, drawings, delivery information or other relevant evidence where available.

23. Consumer rights and governing law

Nothing in these terms excludes or restricts rights or remedies that consumer law says cannot be excluded or restricted.

These terms are governed by the law of England and Wales. If you live in Jersey or Guernsey, any mandatory local consumer rights, including any rights concerning where proceedings may be brought, remain unaffected.

24. Company details