Returns & Cancellations Policy

If you are a consumer, and your contract was made at a distance (for example online or by email) or off-premises (for example in your home), you have the right to cancel within 14 days without giving any reason.

The 14 days run from: for goods, the day after you (or someone you nominate) receive them; for services, the day the contract is made; and for a mixed contract, the later of those dates for the goods element.

To cancel, simply tell us clearly that you want to cancel — a phone call followed by an email is fine, and you do not have to use any particular form. We have included a model cancellation form at the end of this policy if you would like to use it. Send your cancellation to sales@minimalframeprojects.co.uk, telephone 0207 550 6550, or write to us at our Surbiton address, and keep proof of when you sent it.

Almost everything we make is bespoke: frames, panels, glass and hardware are manufactured to the dimensions, configuration, glazing and finish of your individual project. Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods made to the consumer's specification or clearly personalised are excluded from the 14-day cancellation right.

In practice this means: you can cancel without charge at any time before bespoke manufacture of your items has begun; once manufacture has begun, your items cannot be cancelled under the 14-day rule, because they are made to your specification and cannot be resold.

We are always willing to discuss a cancellation after manufacture has begun. Where we agree one, we will account fairly for our costs — design, survey, engineering, configuration drawings, any components already ordered or made, and any cancellation charge from the manufacturer — and we will refund anything that has not been spent. Where we can reuse or resell anything, we will credit that back to you.

Where a contract covers both bespoke items and standard items we have not yet made, the 14-day right continues to apply to the standard items on their own.

A contract made in person at our showroom is neither a distance nor an off-premises contract, so the 14-day cancellation right does not apply. This is the same for any contract signed at your home where you invited us there specifically to discuss your order, and for any separate goods or services ordered in person.

Nothing about that is meant to trap you: our quotations are valid for 30 days and you are never under pressure to place an order at your first visit. Before manufacture begins we will always discuss a change or a cancellation fairly, and we will refund what has not been spent on your project — the exception being time we have already spent on survey, engineering and configuration drawings, and any bespoke materials or components already made or ordered.

If something arrives damaged, faulty, incomplete or not as specified, none of the limits above applies. Tell us as soon as you can — within 7 days of delivery for anything visible, and as soon as you notice for anything that appears later — and we will inspect it, and then repair, replace, or refund it.

As a consumer you also have the statutory remedies in the Consumer Rights Act 2015: a short-term right to reject within 30 days of delivery and receive a full refund; the right to a repair or replacement where a fault is found; and a price reduction or a final right to reject where a fault cannot be put right within a reasonable time, or is significant.

Please do not arrange remedial work or replacement through anyone else before we have had the chance to inspect and put it right — we may not be able to reimburse work we did not carry out or authorise.

Orders placed by trade customers, developers, contractors, architects and other businesses are business-to-business contracts. The consumer cancellation rights described above do not apply, and orders for bespoke items are non-cancellable once design, engineering or manufacture has begun.

Where a cancellation is agreed as a matter of goodwill, we will account for our costs, including design and engineering time, materials and components already ordered or made, supplier cancellation charges, and any restocking charge, together with a handling charge on standard goods where applicable. Any deposit withheld is limited to those costs.

You are not obliged to use this form — a clear written statement is enough — but you may use it if you wish. Complete it and send it to us by email or post.

If you are unsure whether a cancellation right applies to your order, or you want to discuss a change, call us on 0207 550 6550 or email sales@minimalframeprojects.co.uk and we will explain where you stand before you commit to anything. Minimal Frame Projects UK Ltd, 275–277 Ewell Road, Surbiton, Surrey, KT6 7AB. Email sales@minimalframeprojects.co.uk. Telephone 0207 550 6550.