Warranty & aftercare

Our published warranty policy

As a company, we take pride in offering premium-quality products. Our existing windows and doors policy describes a 10-year manufacturer guarantee, a 10-year insurance-backed warranty and a workmanship guarantee.

The cover that applies to your purchase is set out in your written quotation, order documents and guarantee. Please ask us to confirm the manufacturer, component cover and any insurance-backed installation cover for your chosen product. Garage doors, motors and accessories can have separate manufacturer terms.

What the windows and doors policy covers

• Products retaining their shape and strength without rot, warping, twisting or splitting for a minimum of 10 years.
• Foiled finishes retaining colour without peeling or cracking for a minimum of 10 years.
• Sealed glazed units for a minimum of 10 years.
• Hardware and furniture, including locks and hinges, for 10 years, allowing for fair wear and tear. The published policy states a 20-year anti-corrosion guarantee for Sweet furniture.

Supply and installation, or supply only

Under the published policy, covered replacement parts are supplied and fitted free if we originally fitted the product. For a supply-only purchase, covered replacement parts are supplied free and sent to the customer for installation by the customer or their chosen third party.

The guarantee is subject to our terms and conditions of sale and compliance with the product’s cleaning and maintenance instructions.

Looking after your doors

• Clean glass with a purpose-made glass cleaner and a soft cloth or sponge. The existing care guidance also permits Karcher window vacuums.
• Clean coloured products with warm water and a non-alkaline detergent. Use a soft cloth or sponge and wipe dry.
• Do not use solvents on coloured finishes. The old policy distinguishes smooth white uPVC, but always follow your particular manufacturer’s instructions before using any specialist cleaner.
• Lubricate moving parts at least every 6–12 months, using the products recommended by the manufacturer.

The published policy gives scratches, pitting, snapped keys and broken glass as examples of wear or damage to consider when assessing a claim.

Need help with an existing product?

Email enquiries@thecustomdoorco.co.uk with your name, installation address, order reference if available, a description of the problem and clear photographs. Please do not dismantle the product before speaking to us.

We continue to handle enquiries about previously supplied timber doors even though we no longer offer timber doors for new orders.