Made to measure: no right to cancel

A window or door you order from us is made to your measurements. For that there is no right to cancel: once you have placed the order, you cannot undo it within fourteen days. You are reading this here, before you order, and not for the first time in the terms and conditions.

This is how the law puts it. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you fourteen days to cancel most purchases made online or at a distance, and regulation 28(1)(b) sets out the exception: the cancellation rules do not apply to "the supply of goods that are made to the consumer's specifications or are clearly personalised". A window made to your sizes, in your layout and in your colour is exactly that.

A note on the words. The regulations speak of the right to cancel and the cancellation period. Where other sites write "cooling-off period" or "right of withdrawal", they mean the same fourteen days.

It makes no difference whether we have already started production. Regulation 28(1)(b) does not make the exception depend on it, and the Court of Justice of the European Union said the same of the EU rule the regulation is based on, on 21 October 2020 in Möbel Kraft (C-529/19): the exception applies from the moment you order, even if no profile has been cut yet.

We set three things against this, and we do so on purpose: a size guarantee, a sample pack so you can see the colour in your own light before you choose, and a fixed procedure if anything is damaged on delivery.

What you do not lose: your statutory right to goods that are as they should be. Under the Consumer Rights Act 2015 what we supply must be of satisfactory quality, fit for purpose and as described. If the size is wrong, there is a manufacturing fault, or the window does not do what we promised, that is a fault and you have a claim — whatever the cancellation period says. No right to cancel is not the same as no rights.

If you order as a business, none of this applies anyway: the cancellation period exists for consumers.

Legal basis: regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — legal text.

Last updated: 2026-09-24.1