Terms & Conditions

Solid Wooden Doors Limited trading as SWD Bespoke.

Registered Office: The Old Bakehouse, Course Road, Ascot, Berkshire, SL5 7HL
Registered in England and Wales No: 3900390
VAT No: 745063831

Definitions used in these Terms:

"Contract" means the binding agreement formed between us hereunder

"Consumer" means an individual buying goods for personal use, not in the course of business

"Goods" means doors, frames, architrave, joinery, furniture, screens, hardware, and any other products we supply as specified in an Order Confirmation.  

“Order” means your order for Goods and/or Services.

“Order Confirmation" means the document we issue confirming your order details and specifications  

"Services" means installation, delivery, survey in storage, and any other services we provide as specified and agreed in an Order Confirmation only.  

"Trade Customer" means a customer buying in the course of business (including builders, developers, contractors, interior designers)

BY PLACING AN ORDER YOU ACCEPT THESE TERMS:

1. SALE

1. SWD Bespoke (“SWD”, ”we” or “the seller”) sell our Goods to you (the customer (“you”, “Customer”) who placed the order) on the terms set out below (the “Terms”). Our obligations to you shall not apply until we are in receipt of a signed or emailed order confirmation form. Confirmation by email or hard copy is essential together with receipt of the 50% deposit, before we can place your order. Our estimated delivery time for Goods will be specified in the quote given and subject to the conditions laid out in these Terms under Delivery (below). This delivery time may change depending on the time of the year and location, as well as manufacturer timings and leads. You accept that timing is therefore subject to change.  

2. Exclusion of Other Terms These Terms apply to all orders, regardless of how they are placed and to the exclusion of:  

1. Any other terms you seek to impose or incorporate;

2. Terms implied by trade custom, practice, or course of dealing;

3. Any terms in your purchase order or other documents.

Unless we expressly agree otherwise in writing, only these Terms apply.

3. Quotations Are Not Binding. When we provide a quotation:

1. It is an invitation for you to make an offer to purchase;

2. It is NOT a binding offer from us;

3. It is valid for 30 days from the quote date;

4. After 30 days, prices and availability may change;

5. We may need to revise quotes if specifications change or errors are discovered

4. When you place an order, you are making an offer to purchase goods/services on these Terms. You are responsible for ensuring:  

1. All order and contact details are complete and accurate;

2. All specifications, measurements, and quantities are correct, including any special requirements, and will be on the date of delivery (it being understood that any change made to the installation site or specifications by you may result in the Goods not meeting the order requirements and may incur additional costs and delays which you will be responsible for);

3. All finishes, colours, and designs are correct;

4. You have carefully reviewed any production drawings we provide.  

5. We are not obliged to accept your order. We may reject orders at our discretion.

6. A binding contract is formed ONLY when:  

1. Method 1 (Preferred): Order Confirmation. We issue an Order Confirmation document to you and you sign and return it to us (or confirm acceptance by email) and we receive your deposit payment  

2. Method 2: Email Acceptance. We send you an email confirming your order has been accepted and we receive your deposit payment  

3. Method 3: Commencement of Production. We commence production of your bespoke Goods (after receiving deposit).  

4. No work will be undertaken or orders placed into production without: Signed Order Confirmation (or email acceptance from you) and receipt of Deposit payment

7. Withdrawal Before Contract Formation. Until a contract is formed under either party may withdraw without liability.

2. PAYMENT TERMS

2.1. Payment shall be made by you without set-off, abatement, withholding, deduction, delay or counterclaim. All prices quoted are:

1. Exclusive of VAT;

2. Exclusive of delivery/installation charges (unless stated otherwise)

3. Valid for 30 days from quote date

4. Subject to change without notice until order is confirmed.  

5. May be subject to further increases after payment of the Deposit to reflect finer technical details and/or surveyor amendments or to reflect agreed upon variations

2. Deposit Requirements. To proceed with your order, a non-refundable deposit is required of 50% of total order value (“Deposit”). The Deposit must be paid before we commence production and in any event within 7 days of you signing an Order Confirmation. If the Deposit is not paid within 7 days, we may cancel your order. Your deposit payment secures (i) Raw materials ordered specifically for your Goods; (ii) allocation of a production slot in our manufacturing schedule only following written approval and sign-off of final production drawings and specifications by you, with production and lead times commencing from the date of such approval and (iii) Our commitment to manufacture your bespoke order subject to these Terms.

3. Cancellation Before Production Commences. If you wish to cancel your order before production has commenced, in addition to retaining your Deposit you may also be liable for our administrative costs, together with our costs relating to any design and specification work completed.  

4. Cancellation After Production Commences. Once production has commenced you Order cannot be cancelled, the full balance of payment is due immediately (which you remain liable for even if you do not take delivery).  

5. Balance Payment. The remaining balance (50% or more if deposit was less) must be paid in full before the earlier of the following:

1. Goods are dispatched for delivery; or

2. Goods are released for collection from our premises; or

3. Installation work commences (if installation service booked).

6. Retention of Title and Transfer of Risk.  

1. Goods remain our property until payment is received in full;

2. Risk (responsibility for loss or damage) transfers to you upon delivery to your address, collection from our premises, or completion of installation (if we install), whichever is relevant and occurs first.

7. Late Payment. We reserve the right to suspend delivery and Services until payment is made in full.  

8. Late Payment (Trade Customers Only). This clause applies only to Trade Customers buying in the course of business. If payment is not received by the due date, we reserve the right to suspend further deliveries and withdraw credit facilities. Furthermore, we are entitled under the Late Payment of Commercial Debts (Interest) Act 1998 to charge:

1. Interest at the rate of 8% per annum above the Bank of England base rate, calculated daily from the due date until payment is received in full; and

2. Reasonable costs of recovering the debt.

9. Disputed Invoices. If you dispute an invoice, you must notify us in writing within 5 days of invoice date, providing specific details of the dispute. Notwithstanding the foregoing, you must still pay any undisputed portion

3. YOUR STATUTORY RIGHTS (APPLICABLE TO CONSUMER CUSTOMERS ONLY).

1. If you are a Consumer (buying for personal use, not in business), you have legal rights under the Consumer Rights Act 2015 that cannot be excluded. Goods must be of satisfactory quality, fit for purpose, and as described. Services must be performed with reasonable care and skill. Different terms apply to Trade Customers buying in the course of business.  

2. CONSUMER RIGHT TO CANCEL (DISTANCE SELLING). Applies ONLY if you are a Consumer and placed order without visiting showroom (by website, phone, email, or post). You may cancel within 14 days without reason (from day we confirm order) unless Goods are bespoke and made to your specific measurements, custom specifications, or any made-to-order goods. Most of our Goods (including doors, joinery, hardware, screens and furniture) are and therefore this 14-day right is excluded. You must return Goods within 14 days of cancelling, at your cost, in original condition (unused, unaltered, with all packaging). You're liable for diminished value from excessive handling. Standard deposit/cancellation terms apply (see Section 2.3 and 2.4) and a re-stocking charge may apply.

4. ORDER CONFIRMATION

After accepting your order, we will issue an Order Confirmation showing full specifications, prices, and estimated lead times. Please promptly check this and any production drawings provided carefully in their entirety. Contact us immediately by email or phone if there are any corrections required. The information on our documentation is what is provided to the factory for production. When you are satisfied that everything is correct please promptly sign the Order Confirmation. An acceptance by email is also permitted, any changes after 72 hours of confirmation will result in an admin fee of £300 + VAT being charged, and this may effect your production lead time.

5. DELIVERY

1. We can deliver anywhere Worldwide (subject to certain geographic limitations). All delivery charges are subject to change without prior notice. Once your goods have arrived you may collect from our Depot if you prefer (provided you give us sufficient written notice thereof).

2. We will contact you when we have the Goods in stock and give you an estimated delivery date and arrange fitting (where applicable).

3. SWD will not be liable for any claims arising as a result of delayed deliveries due to strikes, material shortages, weather conditions, pandemics, customs checks, damages or any circumstances beyond our control.  

4. Where part deliveries are required, an additional delivery charge will apply for each additional delivery. Such additional delivery charges are to be paid in advance.
   Customers with smaller orders are expected to arrange for assistance once the delivery has been offloaded. Customers with larger orders are expected to arrange for a fork lift facility or hands on assistance to help to offload the delivery. A delivery driver should not be expected to assist in any offloading or transporting of products. It is entirely at the driver’s discretion to assist in offloading a delivery.

5. You accept that our delivery and lead times are an estimate which are provided in good faith based on current production schedules and may vary.

6. Your Delivery Responsibilities. You must provide:

1. Safe, clear access for delivery vehicle

2. Adequate labour to unload goods (minimum 2 people for fire doors and external glazed doors - health and safety requirement)

3. Authorized person present to accept delivery

4. Parking space or pre-paid parking permits (you pay all parking and congestion charges).

7. Arranging Delivery. We will contact you when Goods are ready and arrange a mutually convenient delivery date. Lead times are estimates and may vary depending on production schedules, time of year, and order complexity.  

8. Delivery Changes and Cancellations. You must give minimum 2 working day’s notice to change or cancel a scheduled delivery. For cancellations made with less than 2 working days’ notice, you will be charged the full delivery fee plus re-delivery charge.  

9. Failed Delivery. If delivery cannot be completed due to no one present, inadequate labour for unloading, no access available, or any other reason within your control: you will be charged the full delivery fee plus re-delivery charge plus storage charges (if applicable).  

10. Checking Goods on Delivery: You must check goods thoroughly.

11. Collection from Our Premises. If you prefer to collect goods from our premises:

1. Collection must be arranged by appointment;

2. You must inspect goods thoroughly before loading onto your vehicle;

3. You are responsible for adequate transport and securing goods during transport;

4. You are responsible for any damage occurring during your transport;

5. No claims will be accepted after goods are loaded onto your vehicle  

12. Storage at Our Premises. We will store your goods at our premises free of charge for up to 7 days from the date we notify you they are ready for collection or delivery. After 7 days: Storage charges of £100 + VAT per pallet per week (or part week) will apply. Maximum storage period: 12 weeks. If you fail to collect or accept delivery, storage charges will apply and after 12 weeks we may take steps to recover our costs.

13. Part Deliveries If you require goods delivered in multiple instalments, each delivery will incur a separate delivery charge. All delivery charges must be paid in advance.  

14. International Deliveries For international deliveries, we can arrange delivery to a UK port for onward shipping. You are responsible for: - Onward transport from UK port - Customs clearance and charges - Import duties and taxes - All arrangements in the destination country.

15. Delays Beyond Our Control (Force Majeure). We are not liable for delays or failure to deliver caused by circumstances beyond our reasonable control, including: strikes or industrial action, material shortages from suppliers, extreme weather conditions, fire, flood, explosion, acts of God, war, terrorism, civil disturbance, government action or regulations, customs delays, transport network failures, pandemic or epidemic, supplier delays, accidents or equipment failures. If such delays persist for more than 3 months, either party may terminate the contract. You remain liable to pay for goods already delivered or produced. We will refund payments for undelivered goods.  

16. To the maximum extent permissible under applicable law, we accept no liability for:

1. Costs incurred by booking carpenters, decorators, or other trades before receiving and checking Goods;

2. Costs of other trades waiting due to delivery delays;

3. Loss of use or enjoyment of property;

4. Project delays;

5. Issues caused by your failure to provide us with prompt and accurate information and/or assistance;

6. Any consequential, special or indirect losses.

17. We will notify you promptly if we become aware of delays exceeding 2 weeks beyond estimated delivery date and will provide regular updates. We are not liable for consequential losses arising from delays.

6. ADVISING OF SHORTAGES / DAMAGE & FAULTY GOODS

1. From the date of delivery, you have 3 working days to check your Goods. Within 3 Days you Must:

1. Advise us of any damage you observe to the packaging of the goods or to the goods themselves via email.

2. Check that the goods delivered match your order exactly including the size ordered.

3. Remove all packaging and check every delivered/collected item for damage and/or manufacturing faults.

2. It is important that you check your Goods for any of the following possible faults, before commencing any alterations/installation:

1. Visible damage i.e. scratches, dents or chips.

2. Warping or bowing beyond a 6mm tolerance. (Non-standard doors have a higher tolerance)

3. Scratches on glass

4. Wrong door model, finish or size supplied.

3. Failure to Report Within 3 Working Days If you do not report issues within 3 working days:

1. We cannot accept damage or defect claims;

2. Goods will be deemed accepted in full;

3. No replacements, reimbursements or refunds will be available.

4. No Claims After Alterations. Once you commence ANY work on doors (hanging, cutting, trimming, finishing, installation, modification, colouring), Goods are deemed accepted. We CANNOT replace a faulty door if ANY alterations have been carried out.  

5. Replacement Goods. When replacing faulty Goods, we supply replacement Goods only and are not liable for removal, re-installation, decoration, or other trade costs associated with the replacement

7. REFUNDS

SWD Goods are made to order and therefore are non-returnable and no credit can be given (subject to section 3 if you are are Consumer. Faulty Goods or incorrect Goods being supplied must be reported in accordance with Section 6.  

8. INSTALLATION SERVICES

This section applies ONLY where we have agreed to provide installation services as part of your order.  

1. Your Site Preparation Requirements Before the scheduled installation date, you must ensure the following:  

1. STRUCTURE AND OPENING:  

1. Opening is correct size as per specifications (we work to ±10mm tolerance unless aperture is not square) - Opening is square, level, and parallel.

2. Opening has solid structural support all around (steel, solid brick, concrete, or structural timber beams/lintels);

3. All building work is complete and dry (no active water ingress).

4. Plastering is complete and fully dried (minimum 6 weeks drying time for new plaster)  

2. ACCESS AND SAFETY:  

1. Clear, safe access to installation location.

2. Clear working area of at least 2 meters around each opening/aperture.

3. All furniture, belongings, and personal items removed from work area.

4. No other tradesmen working within the installation area;

5. No scaffolding directly blocking access to opening (inside or outside);

6. Safe, clear route from parking area to installation location  

3. FACILITIES:

1. Adequate mains power supply within 3 meters of worksite;

2. Adequate lighting (natural daylight or fixed artificial lighting from ceiling/ wall outlets);

3. Dry storage area available in case of inclement weather (for external installations);

4. Water and welfare facilities available for installation team  

4. LOGISTICS:

1. Parking space at or very near property, OR pre-paid parking permits provided;

2. All congestion charges paid by customer (where applicable);

3. Arrangements made for rubbish/waste disposal;

4. Clear route from parking to installation location  

5. IRONMONGERY AND MATERIALS:

1. ALL ironmongery (handles, locks, hinges, letterplates, etc.) ordered in good time;

2. All ironmongery on site on installation start date - All ironmongery is correct specification for door type  

6. APPROVALS AND PERMISSIONS:

1. All planning permissions obtained (if required);

2. All building regulation approvals obtained (if required);

3. Party wall agreements in place (if required)

We are NOT responsible for obtaining these permissions  

4. PAYMENT:  

1. Full approval of production drawings received.

2. Complete payment received (see Payment Terms section).

2. What Our Installation Service Includes  

1. FOR EXTERNAL DOOR INSTALLATIONS:

1. Removal of existing door and frame;

2. Installation of new frame (recessed 10mm from face of brickwork or to match existing framework);

3. Hanging and adjustment of new door - Installation of supplied ironmongery;

4. Positioning of doorbell and alarm to customer requirements (POSITIONING ONLY - not wiring or electrical connection)

5. Installation of external finishing trim (if supplied and where available - outside only);

6. Demonstration of door operation and adjustment mechanisms;

7. Leaving site clean and tidy (removing our packaging and installation waste)  

2. FOR INTERNAL DOOR INSTALLATIONS:

1. Removal of existing door (if applicable);

2. Hanging and adjustment of new door;

3. Installation of supplied ironmongery;

4. Demonstration of door operation and adjustment mechanisms;

5. Leaving site clean and tidy  

3. The following are services that SWD does not offer as part of our installation service:  

1. BUILDING WORKS:

1. Make new openings or alter existing opening sizes;

2. Any building works other than those agreed in the sales confirmation;

3. Any structural work or modifications;

4. Plastering, rendering, or making good any masonry or brickwork;

5. Repairs to surrounding brickwork or masonry - Take responsibility for structural approval or structural integrity of the building  

2. ELECTRICAL WORK:

1. Connect or re-connect any door bell systems;

2. Connect or re-connect any alarm sensors;

3. Any electrical wiring or electrical installations of any kind

We may work with your electrician if coordination is needed  

3. FINISHING AND MAKING GOOD:

1. Mastic or fill any gaps over 10mm externally;

2. Mastic internally;

3. Make good any old hinge cutouts or latch/lock cutouts;

4. Any decorating, painting, or staining work;

5. Making good of any kind after installation  

4. ARCHITRAVES AND TRIM:  

1. Remove or reposition door stops (unless specifically part of the installation package - in which case old door stops will be used where possible, new fitted if necessary);

2. Remove or fit architraves (unless specifically included in your quote);

3. Remove or fit skirting  

5. DOOR MODIFICATIONS:

1. Trim or cut doors beyond manufacturer's maximum recommendations;

2. Make alterations not previously agreed in advance  

6. WE DO NOT ACCEPT:

1. responsibility for dimensions or sizes not measured by ourselves;

2. responsibility for the condition of the surrounding brickwork or masonry;

3. responsibility for any structural approval that may be required;

4. responsibility for any injury caused to pets or children who are not being correctly supervised;

5. responsibility for bad weather conditions that prevent us from installing

6. or guarantee matching veneers for paired doors (we will make reasonable efforts but cannot guarantee perfect matching);

7. responsibility for damage that may be caused when removing old architraves, skirting, and frames (there is inherent risk when removing items from older buildings);

8. any costs incurred due to delays of any kind.

4. Aborted Installations. If our installation team arrives on site and cannot complete the installation due to:

1. Opening is incorrect size (outside ±10mm tolerance);

2. Opening is not structurally sound for secure fixing;

3. Opening is not square, level, or parallel;

4. Site has not been prepared as required;

5. Required facilities are not available (power, lighting, access);

6. Other trades are working in the same area;

7. Scaffold or obstructions are blocking access to opening;

8. Required ironmongery is not on site;

9. Unsafe working conditions exist;

10. Any other reason within your control,

then, Installation will be aborted and rescheduled  and you will be charged 100% of the quoted installation fee. We will reschedule to the next convenient date in our schedule and an additional installation charge will apply for the return visit at our standard installation rates. This charge protects us from wasted time, lost opportunity costs, and travel expenses. We accept NO liability for costs incurred by booking trades prematurely.  

5. During installation, we may identify issues requiring structural adjustment to accommodate the Goods. If structural adjustment is necessary, this is your responsibility. We may explain what work is needed but you must arrange and pay for the required work. Accordingly, installation may need to be rescheduled while the work is completed If an opening has to be adjusted in any way to enable the Goods to be fitted, making good of the structure is your responsibility.

6. Post-Installation Adjustments. On completion of installation, we will provide a demonstration of:

1. Door operation;

2. Adjustment mechanisms;

3. Maintenance requirements.

7. External Door Installation.

1. For external door installations, once work has started on an external door, it will need to be completed before starting on the next opening. This is for security and weather protection reasons. You shall plan accordingly if you have multiple external doors being installed. We cannot install external doors in heavy rain, snow, or extreme cold conditions and accordingly installation may need to be rescheduled due to adverse weather. No charges will apply if we cannot proceed due to weather conditions beyond our control and we will reschedule to the next suitable date.

8. Photography of Installations. Unless you have previously agreed otherwise with us, we reserve the right to photograph the installation of your Goods. Photographs remain the property of SWD and we reserve the right to use the images in:

1. Company marketing materials and brochures;

2. Website and social media;

3. Sales presentations and showroom displays.

We will not identify you personally or disclose your address without your explicit consent. If you do not wish us to photograph your installation, please notify us in writing before the installation day. Any unauthorized reproduction of our photographs will constitute a breach of copyright.  

9. Additional charges may apply for:

1. Sites requiring overnight accommodation for our installation team (long distance installations);

2. Multiple site visits required due to customer-caused delays or requests;

3. Waiting time if access is denied or delayed beyond our control;

4. Work carried out in an uneconomical manner due to site constraints or conditions;

5. Parking costs not covered or arranged by customer;

6. Return visits for adjustments after the initial 14-day period We will notify you of any additional charges before proceeding with additional work.  

10. Installation Warranty.  

1. We warrant our installation workmanship for 12 months from the date of installation. This warranty covers defects in our installation workmanship, proper hanging and adjustment of doors, and secure and appropriate fixing  

2. This warranty does NOT cover building movement or settlement (doors are adjustable - you can adjust yourself or we can provide service for a fee), damage from misuse or accidental damage, changes in humidity or temperature causing door movement (natural occurrence), issues arising from structural problems not caused by our installation or normal adjustment needs over time due to settling.

11. Limitation of Liability for Installation Services. Our liability for installation services is limited to:

1. Re-performing defective installation work, or

2. Refunding the installation fee.

We are NOT liable for: damage to the fabric or contents of your building, work performed by other trades, delays to your overall project, consequential losses or indirect losses, loss of use or enjoyment of property, additional costs you may incur. EXCEPTION: We do not exclude or limit our liability for death or personal injury caused by our negligence.

9. WEBSITE IMAGES AND COLOURS and PRODUCT VARIATION

1. Your Goods will not match samples, photographs, or each other exactly. Timber is a natural material. Every piece of wood is unique with its own grain pattern, colour, shade, texture, and natural characteristics (knots, mineral streaks, sapwood). These variations are not defects - they are the natural character of real timber.  

2. Any samples we provide (finish samples, timber samples, colour swatches):

1. Come from specific individual pieces of timber;

2. Come from a different tree and different batch than your production order;

3. Serve as an approximate guide to general style and colour tone only;

4. Are not representative of the exact timber that will be used for your Goods;

5. Will not match your finished Goods exactly - Showroom displays are individual Goods from specific production batches.  

Your Goods will not match exactly. We do not guarantee your Goods will match any sample, showroom display, photograph, or each other.  

3. Images on our website, in brochures, and on social media are used to represent Goods designs. They:

1. Do not accurately represent exact colors (due to lighting, screens, printing variations);

2. Show individual Goods that will not match your production Goods;

3. Should be used as design guides only, not colour references.

We strongly advise you to visit our showroom for a better representation of colour and design.  

4. We recommend ordering all Goods needed for your project at the same time. If you order Goods at different times or place separate orders:

1. They will come from different production batches;

2. They will have different timber characteristics

3. Colour and grain will vary noticeably between orders;

4. Matching is not possible and not guaranteed.

We cannot guarantee any colour or grain matching between separate orders placed at different times.  

5. Even within a single order produced from the same batch, you should expect natural variations in:

1. Colour shade (some doors lighter, some darker);

2. Grain pattern (some with more figure, some plainer);

3. Natural features (knots, mineral streaks, sapwood content);

4. Texture and surface characteristics  

These variations are normal and expected in natural timber products. Manufacturers and suppliers make efforts to colour match timber in each door but cannot guarantee that one door will match another.  

6. All timber changes colour when exposed to light. This includes:

1. Sunlight through windows (most significant cause);

2. UV light through glazing;

3. Artificial lighting;

4. General environmental exposure  

This is a natural, inevitable aging process, not a defect. Rate of colour change depends on exposure. Direction of change depends on timber species. This is normal and unavoidable.  

7. Our doors use timber from sustainable forests worldwide. Timber characteristics vary significantly by geographic origin, growing season and climate, age and size of tree, part of tree harvested, and supplier/production facility. We source from multiple suppliers and cannot guarantee the same timber source or batch characteristics for repeat orders.  

8. By placing an order, you acknowledge and accept that:

1. Timber is a natural product with inherent variations;

2. Samples, photos, and showroom displays are guides only;

3. Your Goods will not match samples or displays exactly

4. Your Goods will vary from each other in colour, grain, and texture;

5. Colour will change over time with light exposure;

6. Each door is unique - perfect uniformity is impossible with natural materials;

7. You have been advised to order all Goods together to minimise variations;

8. Natural variations are not defects or grounds for rejection.

9. The following are natural characteristics and NOT grounds for rejection, return, replacement, refund, or warranty claim:

1. Colour variations between Goods

2. Colour variations from samples, showroom displays, or photographs;

3. Grain pattern differences between Goods;

4. Natural features in solid wood (knots, mineral streaks, sapwood, figuring);

5. Colour change from light/UV exposure over time;

6. Texture variations in natural timber;

7. Minor shade variations within the same Goods

8. Batch-to-batch differences between separate orders placed at different times;

9. Differences between repeat orders;

10. Uneven aging due to different light exposure in different locations  

11. Slight dimensional movement (expansion, contraction, or warping within accepted tolerances) caused by changes in humidity or temperature.

12. Hairline cracks or surface checking that occur as part of natural timber movement.

13. Finish variations due to differing porosity or absorption rates in the timber (e.g. stain uptake).

14. Differences between veneer and solid wood components within the same product.

15. Changes resulting from maintenance products or cleaning agents used by the customer.

16. Variations in gloss level or sheen between panels or over time due to wear and light exposure.

17. Slight misalignment or unevenness in multi-panel doors within manufacturing tolerances.

18. Colour or texture differences between ancillary items (e.g. beading, mouldings, frames).

10. Before ordering, we recommend:  

1. You visit our showroom to view multiple examples of your chosen product;

2. Look at several Goods of the same style to understand the range of natural variation;

3. View Goods in lighting similar to your home (where possible);

4. Order all required Goods in a single order (not in phases);

5. Ask our team about realistic expectations for your chosen timber species;

6. Consider how light exposure in your home will affect colour over time

10. FINISHING, CARE AND MAINTENANCE

FAILURE TO COMPLY WITH THE PROCEDURES BELOW WILL INVALIDATE YOUR WARRANTY.  

1. Critical Finishing Requirement. It is critical that ALL doors (internal and external, finished and unfinished) are properly finished on ALL surfaces BEFORE installation. You must treat: - Both front and rear surfaces - All four edges (sides, top, and bottom) - Top and bottom edges (MOST CRITICAL - exposed grain where moisture easily penetrates) - All cutouts (locks, letter plates, hinges, etc.) - Glass rebates and beading (for doors with glass) Failure to finish properly causes swelling, splitting, warping, and open joints.  

2. High Security External Doors:

1. Maintenance & Warranties: To ensure longevity, it is advised to book in a service annually to check/tighten fittings and clean/lubricate door hardware to maintain proper function. For regular maintenance, use only mild, non-acidic cleaners and avoid harsh chemicals or abrasive tools.

2. Recommended Usage: Keep doors free from construction debris and chemicals. Avoid hanging heavy objects on the door or frame. Do not force handles or locks if resistance is felt. Maintain humidity levels below 60% to prevent deformation and corrosion. Avoid high-pressure cleaning methods or direct water contact. For south facing properties without a porch, we recommend the use of a canopy to protect the finish of the door and maintain longevity.  

3. Warranty: Subject to 10.2(d), the limited warranty for these category of doors only, covers metal construction for 10 years, metal coating for 2 years, door furniture for 1 year, door panels and coating for 2 years, glass tightness for 5 years, mechanical lock mechanisms for 2 years, motorised lock mechanisms for 1 year, door hinge durability for 10 years, and structural stability for 10 years.  

4. The warranty does not cover improper installation, handling, or storage, mechanical damage or misuse, excessive humidity (over 60%), modifications or repairs by unauthorised personnel, use of unsuitable cleaning agents, or natural wear and tear.
   

3. Timber Internal Doors –

1. Primed and unfinished doors – important notice. Doors supplied in a primed or unfinished state are not finished doors. These products are supplied ready for on-site preparation and finishing only. It is normal and expected that primed or unfinished doors will display a range of visible imperfections prior to preparation and final coating. Such characteristics do not constitute defects and are not grounds for rejection, return, or claim. Expected imperfections may include (but are not limited to):

1. Visible sanding marks, light scratches, or minor abrasion from factory handling

2. Furriness or slight texture on MDF or timber components where primer has raised the grain.

3. Small gaps between mouldings, panels, or joints requiring caulking.

4. Surface blemishes, small dents, pinholes, or uneven primer application

5. Colour variation in primer or bare veneer, including areas that appear patchy before sanding.

6. Exposed timber fibres at edges or cut-outs that require sealing.

7. Minor veneer variations, grain differences, or natural characteristics visible before finishing.

8. Primer overspray, edge build-up, or roughness around mouldings or panel profiles.

9. Areas requiring additional filling, spot-priming, or sanding to achieve a smooth final finish.

2. These characteristics are considered normal for primed and unfinished engineered or veneered doors and are intended to be resolved during the required preparation process (sanding, caulking, filling, cleaning, and application of finishing coats).

3. The purchaser/installer acknowledges that preparation and finishing are essential, and that no primed or unfinished door is ready for installation or use until all required finishing works have been completed in accordance with the finishing requirements below.

1. White Primed/Unfinished Finishing Requirements: you must apply a branded finish suitable for engineered doors on all surfaces before installation. Minimum 3 coats (4 coats for high-humidity areas such as kitchens and bathrooms). Water-based products are NOT suitable for internal engineered doors. Examples: Sikkens TSI or equivalent good quality branded solvent-based treatment. The following guidance should also be followed:

1. Doors supplied in a “primed” state are not fully finished. They must be prepared and coated on all surfaces (faces, top, bottom, and all four edges) before installation. For example, textured handling marks should be lightly sanded and any small imperfections filled, dust removed, prior to applying top-coats. After trimming or any cut-outs (for hinges, locks, handles, bottom/side machining) those cut surfaces must be re-primed or sealed, then finished to the same standard as the rest of the door. Failure to seal trimmed or cut edges equals inadequate protection and may void warranty or claims.  

2. Use a good-quality branded paint system compatible with primed MDF, engineered or timber door substrates. Light sanding between coats improves adhesion and finish quality. Allow full drying time between coats as per manufacturer’s instructions.  

3. Minimum number of top‐coats: typically three coats (one base/undercoat + two top-coats) unless the paint manufacturer requires more. In high-humidity or heavy-use internal spaces (e.g., kitchens, bathrooms) or where brighter/darker colours are used, consider four coats to ensure full protection.

4. Solvent‐ or water‐based paints may be acceptable depending on substrate and manufacturer’s guidance; check compatibility with the door’s construction (MDF/engineered core) and ensure product is suitable for internal engineered doors. For engineered core doors, avoid finishes that may allow excessive moisture absorption or cause movement.

5. Doors must be stored, installed and finished in stable, dry internal conditions. Avoid installation or finishing in newly plastered rooms until moisture levels have normalised, avoid exposure to direct sunlight or high humidity before finishing. Claims related to warping, swelling or delamination arising from insufficient finishing or adverse conditions may be rejected. JeldWen+1

The Customer acknowledges that finishing is their responsibility. A primed door is not a finished door and the manufacturer’s performance warranty or guarantee may be void if the finishing instructions are not strictly followed.

2. Stained Wood Finishing Requirements: If oiling internal doors: Only specific oils are suitable for specific door ranges. Contact our sales office before using oil to confirm suitability for your specific doors. If painting internal doors: - Natural unprimed timber = Use solvent-based aluminium primer for hardwood first - Ready primed doors = Lightly sand if very smooth to provide suitable surface for base and topcoats Apply good quality solvent-based base coat and topcoat with a brush (we do not recommend rollers). The following guidance should also be followed:

1. Doors supplied in an unfinished state (bare veneer or engineered wood substrate) must be prepared and sealed on all surfaces (both faces, top, bottom, and all edges) before installation. Lightly sand any handling marks or minor surface defects. All edges, especially cut or trimmed edges, must receive the same finish treatment as the faces: they must be fully sealed to prevent moisture ingress and movement/swelling of the core or veneer. Failure to do this will invalidate claims for moisture‐related movement or deformation. Suitable finishing systems can include high-build microporous varnishes, lacquers or solvent‐ or water‐based coatings suitable for engineered veneered surfaces. Use good quality branded products and ensure compatibility with veneer/engineered construction. Avoid finishes that do not fully seal (e.g., waxes, polishes, oils, dyes) unless specifically approved for the door construction. Some manufacturer instructions specify that oils/waxes may cause delamination of veneer if used inappropriately.  

2. Where colouring or staining is required, ensure the finished surface provides full protective sealing (e.g., stain + clear coating system) and is suitable for engineered veneer use. Maintain adequate drying and sanding between coats, per coating manufacturer’s guidance.  

3. Apply a minimum of three coats (for standard humidity internal areas) of a suitable finishing system (sealer/undercoat + two topcoats) unless the coating system manufacturer requires more. In higher humidity rooms (bathrooms, kitchens, laundries) increase to four coats or use a coating certified for high‐moisture internal use.

4. Conditions of storage, installation and finishing must be appropriate: store doors flat on level bearers, keep dry, avoid direct sunlight or exposure before finishing, avoid installation in rooms that are newly plastered or overly humid prior to finishing. These environmental factors must be resolved before finishing. Claims arising from finishing in unsuitable environments may be rejected.  

The Customer acknowledges that finishing of unfinished doors is entirely their responsibility. The door is only ready for finishing and not ready for hanging/ use until the full required coatings and sealing have been applied. Failure to follow these finishing requirements may void warranty, guarantee or liability for performance of the door

4. Primed Doors Are NOT Finished Doors. You should expect to see some imperfections including areas requiring sanding, areas requiring filling and caulking, and "furriness" on MDF components. Primed doors require preparation work: 1. Caulking (fills gaps between components - adheres better to primed surface) 2. Sanding (smooths primer surface) 3. Vacuuming/cleaning (removes sanding dust) 4. Application of topcoats (minimum 2 coats) This is normal and expected for primed doors.  

5. Steel Internal Doors - Subject to the terms and conditions set out below, door sets and room dividers have the following limited warranty periods from date of delivery (UK, Republic of Ireland (ROI) & Channel Islands only), subject to the following limitations and exclusions:

1. Warranty voided if the product supplied has been altered or modified in any way or any doors or screens used for commercial, multiple occupancy or rental usage without prior written notification from the Customer and confirmation from the us.

2. Warranty excludes delivery damage claims once the door has been installed;

3. Warranty excludes damage caused by others beyond our control caused by but limited to accident, abuse, misuse, mishandling, storm, fire, flood or other acts of nature;

4. Warranty does not cover colour or shade variations arising from RAL colours viewed online or in a printed format outside of genuine RAL classic colour charts

5. Powder coat failing - 3 years (1 year only for products installed in high moisture areas i.e. bathrooms, swimming pools etc). Excluding natural wear & tear i.e. scratching, bubbling, chipping, etc.;

6. Glass unit failure (misting between panels only);

7. Ironmongery - 2 years. This excludes:  

• all third-party components supplied and fitted by the client or a third after purchase.

• damage, failure, or rusting caused by poor maintenance (Not in accordance with the material welfare)

• damage or failure caused by poor protection on-site before and after installation

• staining or rust spots to stainless steel handles and accessories

8. Premium liquid metal finish - 2 years (Excluding surface oxidisation)

9. Glass claims in respect of shattering and/or cracking - 3 years. (Excluding natural wear & tear i.e. scratching, imperfections, etc...)

10. Any doors or screens purchased as ex-display models are limited to 1-year warranty for all elements and components

6. Any Goods or services not paid for in full and debts over 30 days shall void all warranties, irrespective of settlement

7. Trimming Your Doors. Maximum trimming allowances:

1. Internal non-fire doors: 2-16mm per edge (check specific manufacturer recommendations);

2. Fire doors (FD30): 2-3mm from long edges and bottom edge only. NO trimming from top edge.

Where width or height reduction is necessary, always take equal amounts off both sides. If you need to trim more than the maximum allowance, contact us for advice. Trimming beyond manufacturer limits may void your warranty. WE CANNOT REPLACE A FAULTY DOOR IF ANY ALTERATIONS HAVE BEEN CARRIED OUT.  

8. Acceptable Tolerances. A bow of up to 6mm along the length of the door shall be deemed to be within the manufacturer's tolerances for a standard size door of approximately 1981mm high. Non-standard doors (over 1981mm in height) have a higher tolerance of up to 10mm.

9. Timber is a naturally grown material subject to changes due to variations in humidity and temperature. It is vital that particular attention be paid to the top and bottom edges where the grain is most exposed and where moisture can easily penetrate, causing swelling, splitting, and warping. Open joints will occur if these areas are not properly treated and sealed.

10. Storage Before Installation Store doors in a cool, dry atmosphere and keep flat on three support bearers. Do NOT store or hang in a newly plastered room (plaster needs minimum 6 weeks to dry). Do NOT suddenly expose to central heating or other forms of direct heat including radiators (causes warping or bowing). See Section 11 (Storage) for detailed storage requirements.  

11. Maintenance Regular maintenance will ensure your door stays in good condition for many years.  

12. Fire Doors For fire doors (FD30 or FD60), any alterations must be carried out in accordance with the details in the Fire Certificate. Suggestions around alterations (whether verbal or in writing) from any SWD representative do not constitute confirmation that the alteration is permissible under the Fire Certificate. You must satisfy yourself and your Fire Officer that any alterations are acceptable under the Certification for the specific door purchased.  

11. STORAGE REQUIREMENTS WARNING

Incorrect storage WILL VOID YOUR WARRANTY and may cause permanent, irreversible damage including warping, bowing, splitting, swelling, or mould growth.

1. Prohibited Storage Locations Do not store doors in: Freshly plastered rooms (plaster needs minimum 6 weeks to dry and releases significant moisture) - Damp environments (garages without climate control, basements, cellars) - High humidity areas (bathrooms, near swimming pools, wet rooms, unheated conservatories) - Areas with direct sunlight or UV exposure through windows - Next to or above heat sources (radiators, underfloor heating, heaters, boilers) - Outdoor storage or unheated buildings - Areas prone to condensation or temperature fluctuations.

2. Permitted Storage Locations You may store doors in: - Climate-controlled interior rooms - Dry, heated living spaces (away from radiators and heat sources) - Climate-controlled storage facilities - Areas with stable temperature and humidity within the ranges specified above.

3. Physical Storage Position Doors must be stored flat (in a horizontal position): Support Requirements: - MINIMUM THREE support bearers (not two) - One bearer near each end (approximately 150-200mm from the ends) - One bearer in the centre - All bearers must be level and at exactly the same height - All bearers must be at least 50mm wide to distribute weight properly - Bearers must be clean, dry, and free from debris or sharp objects.

4. Prohibited Storage Positions Do NOT store doors: - Leaning vertically against walls (causes warping and damage) - Standing on edges (causes damage to edges) - Supported by only two points (causes sagging in the middle) - Directly on the floor without bearers (moisture damage from floor) - Stacked directly on top of each other without protective layers between - At an angle or in an uneven position.

5. Protective Packaging. Doors are supplied with protective packaging designed for transit only. Once delivered to your location:  

1. Remove packaging within 72 hours if you are finishing doors immediately. You may keep packaging on temporarily during short-term storage (but monitor for moisture buildup);

2. Check doors weekly if kept in packaging. Remove packaging completely before any finishing treatment is applied WARNING: Leaving doors wrapped long-term (more than 2-4 weeks) can: trap moisture and condensation inside packaging, cause mould and mildew growth, lead to moisture damage, warping, or swelling, prevent proper acclimatization to environment and cause finish adhesion problems when you apply treatment.

6. Acclimatization Before Installation Before installation, doors should acclimatize to the installation environment:

1. Unwrap doors and remove all packaging;

2. Store flat in the room/area where they will be installed;

3. Allow minimum 48 hours acclimatization (this allows doors to adjust to the humidity and temperature of the installation location).

7. Doors must NOT be installed in environments with:

1. Humidity outside the 30-60% range;

2. Excessive temperature fluctuation;

3. Direct water exposure (except properly sealed external doors with adequate protection);

4. Poor ventilation;

5. Active moisture problems (leaks, dampness, rising damp)  

6. For internal doors: Only install in climate-controlled environments. Not suitable for bathrooms, wet rooms, or high-humidity areas unless specifically rated for such use. Maintain 30-60% humidity year-round. For external doors: Must be fully sealed before installation (see Section 10: Finishing). Require adequate weather protection, proper threshold, and regular maintenance.

8. Your WARRANTY is AUTOMATICALLY VOID if:

1. Doors are stored in humidity outside 30-60% range;

2. Doors are not stored flat on three bearers - Doors are stored in prohibited locations (see Section 11.2);

3. Doors are exposed to direct sunlight during storage

4. Doors are stored in freshly plastered or damp environments;

5. Doors are stored near heat sources (radiators, heaters, underfloor heating);

6. Doors are left in packaging beyond 4 weeks;

7. Doors are not acclimatized for minimum 48 hours before installation;

8. Doors are installed in unsuitable environments (humidity outside 30-60%)  

You (and not SWD) bear FULL RISK for any damage resulting from incorrect storage conditions or incorrect storage position. It is your responsibility to arrange a suitable maintenance service each year

9. We recommend:  

1. purchasing a hygrometer (humidity monitor) and checking humidity daily in storage location.

2. Taking dated photographs of storage setup - Keep doors in original packaging only for short periods (maximum 2-4 weeks);

3. Acclimatising doors for minimum 48 hours before installation;

4. Applying finishing treatment as soon as possible after unwrapping;

5. Consulting us immediately if you have concerns about storage conditions If you are uncertain whether your storage location is suitable, contact us before delivery. Prevention is better than door replacement

12. PRIVACY

1. What Personal Data We Collect We collect: contact information (name, address, email, phone number), order details (specifications, delivery addresses, payment information), communication records (emails, phone calls, consultations), site information (access details, installation requirements), photographs (installation photos with your consent), website data (IP address, browser type, cookies).  

2. How We Use Your Data

1. Contract Performance: Processing and fulfilling orders, arranging delivery and installation, managing payment, customer communications.  

2. Legal Obligations: Maintaining financial records for tax and VAT purposes (7 years), responding to legal requests.  

3. Legitimate Interests: Quality control and warranty management, preventing fraud, business improvement and analytics.  

4. With Your Consent: Marketing communications (you can opt out anytime), installation photography for marketing purposes, non-essential website cookies.  

3. Who We Share Your Data With:

1. Service Providers: Delivery companies (to fulfil delivery), installation subcontractors (to provide installation service), payment processors (to process payments).  

2. Project-Related Third Parties: Other trades working on your project (e.g., French polisher for repairs - we will only share necessary information such as site address).  

3. Manufacturers: Door manufacturers (to produce your bespoke order - only information necessary to fulfill the order).

4. Legal Requirements: Law enforcement, regulators, or courts (if legally required).  

4. Your Rights. You have the right to: access your personal data (free of charge), correct inaccurate or incomplete data, request deletion (subject to legal retention requirements), restrict processing in certain circumstances, data portability, object to processing, opt out of marketing communications at any time. To exercise your rights, contact us at [INSERT EMAIL] or write to the address above. We will respond within 30 days (may be extended to 90 days for complex requests).  

5. How Long We Keep Your Data.  

1. Order and financial records: 7 years (for tax and accounting requirements)  

2. Warranty records: Duration of warranty period plus 7 years  

3. Marketing consent: Until you withdraw consent or 3 years of inactivity Website analytics: 26 months CCTV (if applicable): 30 days

6. Cookies. Our website uses cookies to enable website functionality, analyse traffic and usage, and deliver targeted advertising (with your consent). You can manage cookie preferences through our Cookie Policy and your browser settings.  

7. Security. We implement appropriate technical and organizational security measures to protect your data. However, no internet transmission is completely secure.  

8. Complaints. If you are unhappy with how we handle your data, contact us first. You also have the right to complain to the Information Commissioner's Office (ICO): Website: ico.org.uk Phone: 0303 123 1113

13. LIABILITY AND EXCLUSIONS

1. We do not exclude or limit liability for:

1. Death or personal injury caused by our negligence;

2. Fraud or fraudulent misrepresentation;

3. Any other liability that cannot be excluded or limited by law.

2. For (Trade Customers Only), to the fullest extent permitted by law, we exclude liability for:

1. Loss of profits, business, contracts, goodwill, or business opportunities;

2. Business interruption;

3. Indirect or consequential losses;

4. Wasted expenditure;

5. Loss of use;

6. Damage to property (except damage directly resulting from our breach of contract);

7. Work performed by other trades;

8. Costs incurred by booking trades prematurely before receiving and checking goods;

9. Project delays;

10. Any other losses that were not foreseeable when the contract was formed.

3. Maximum Liability (Trade Customers Only). For Trade Customers, our total liability for any claim (whether in contract, tort, breach of statutory duty, or otherwise) shall not exceed the purchase price of the Goods or Services that gave rise to the claim.

4. Third-Party Goods. Where we supply third-party goods (such as ironmongery, glass, or other components) and the manufacturer or supplier validly limits their liability to us, our liability to you in respect of such goods is correspondingly limited. Details of any such limitations are available on request.

5. Force Majeure. We are not liable for any failure or delay in performing our obligations caused by circumstances beyond our reasonable control, including: Strikes, lockouts, or other industrial action; material shortages from suppliers; extreme weather conditions; fire, flood, explosion, or other natural disasters; acts of God; war, terrorism, or civil disturbance; government action, regulations, or restrictions; customs delays or border restrictions; transport network failures; pandemic, epidemic, or public health emergency; delays by suppliers or manufacturers; accidents or equipment failures; shortages of materials, labour, or manufacturing facilities. If such delays or failures persist for more than 3 months, either party may terminate the contract. You remain liable to pay for Goods already delivered or produced.

6. Your Insurance Responsibility You accept that it is your responsibility to maintain adequate insurance to cover risks including but not limited to damage to your property during our installation or delivery work, work performed by other trades, and defects or delays in Goods or materials.

7. In the event of any breach, Trade Customers must bring a claim within 12 months.

14. ENFORCEABILITY

Should any provision of these Terms be held by a competent authority to be invalid or unenforceable in whole or in part, they shall be amended to the maximum extent necessary to be compliant and the validity of the remaining provisions shall not thereby be affected.

15. COMPLAINTS AND DISPUTE RESOLUTION

1. Contact Us First. If you are dissatisfied with any aspect of our goods or services, please contact us immediately:  

Email: sales@swdbespoke.com

Phone: +44 1932 851 081  

Address: SWD Bespoke, 15 Island Farm Avenue, West Molesey, Surrey, KT8 2UZ  

We will acknowledge your complaint within 5 working days and aim to resolve it within 28 days.

2. Alternative Dispute Resolution (For Consumer Customers). If we cannot resolve your complaint and you are a Consumer, you have the right to refer the matter to an independent Alternative Dispute Resolution (ADR) provider. This does not affect your right to take legal action through the courts.  

3. Arbitration (For Trade Customers). For disputes with Trade Customers, either party may give written notice to refer the matter to arbitration. The arbitrator shall be a person mutually agreed upon or, failing agreement within one calendar month, appointed by the President of the Chartered Institute of Arbitrators. The submission shall be deemed to be a submission within the meaning of the Arbitration Act 1996 or any statutory modification or re-enactment thereof.

4. Your Statutory Rights. Nothing in this complaints and dispute resolution procedure affects any statutory rights, including a right to take legal action through the courts

16. JURISDICTION

These Terms and any Contract between us and you (and all matters arising out of them) shall be governed by the laws of England and Wales and you hereby agree to submit to the jurisdiction of the courts of England and Wales.

Version: 05 February 2026  

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