Making a Purchase

We aim to despatch items within 48 hours of receiving the order (although this cannot be guaranteed). Please ensure you have provided us with a valid email address, as we will confirm receipt of your order by email and the expected despatch day.

If there are any reasons we cannot despatch your order, we will provide you with this information on the confirmation email. On the rare occasions when goods have sold out, prices have changed, delivery costs need to be modified or a mistake has been made in our pricing, we would make you aware of this at this time. If any further payments were required we would contact you to make sure this is acceptable.

All goods sold on our site include VAT at the current rate (music books are zero-rated).

Delivery Information

Our Internet delivery charges are for UK customers only. To order from other countries, please call us on +44 191 232 1356 for a quotation.

Delivery charges are set according to weight and automatically calculated in the shopping cart. Shipping costs start from £2.75.

Delivery on larger items, when using a courier company is usually within 24-48 hours of despatch from J.G.Windows Ltd. Smaller items are usually sent via 1st Class Royal Mail, so delivery times will vary according to the time of the year and local depots.

Delivery of all items is either through the letter box or in the case of items sent out via courier, “drop off” only to the external door of your home. If you require installation on particular products, such as digital pianos, please contact us via email: web@jgwindows.com or via the telephone on 0191 232 1356, when we'll be happy to answer your queries.

Please make sure you sign for the goods as 'unchecked'. You must inform us within two working days if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence.

You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.

Returns and Refunds

J.G.Windows Ltd hope that you are happy with any purchase you make from us on line. Therefore our on-line returns policy is as below. For information about our returns policy for products bought from the store, please see below or contact us on 0191 2321356.

If for any reason you are displeased with your on-line purchase, you can return it to us in its original condition and packaging, within 7 days, and we will send you a replacement product of equivalent value or a full refund for the price you paid for the item. This is line with the Consumer Protection (Distance Selling) Regulations 2000, where the consumer has 7 days to cancel the contract of sale. After this period, a contract of sale is formed, subject to the Sale of Goods Act 1979. Please note that any software items, including CDs/DVDs and music software must be unopened.

Customers who decide to return the goods within 7 days for whatever reason, are liable for any carriage costs, operate under a duty of care and are therefore responsible for the condition of the returned goods (as per the distance selling regulations 2000). If you would like to return the goods within 7 days, you must contact us within this period by email to web@jgwindows.com or in writing to our store address (see below) or by fax on 0191 261 2166.

Refunds are processed within 30 working days of receiving the goods back at our store in their original condition. Carriage costs will not be refunded unless the goods were shipped in error or were faulty within 30 days of purchase.

Cancellation Policy

If you simply change your mind and would like to cancel an order before it has been shipped to you, then please either telephone our store on 0191 232 1356, fax us on 0191 261 2166 or email us at web@jgwindows.com and we will cancel the order and refund any moneys that have been paid by you. Goods are usually despatched within 24 hours of receipt of your order. If the goods have already been despatched, then where possible we will arrange for the goods to be returned to our store before delivery takes place. If this is not possible, we would ask you to return the goods as per our returns policy above.

Defective items:

If your product develops a fault after 7 days from the original sale but within 30 days of purchase, we will replace the item with a brand new item, at no extra carriage charge.

In the case of goods that develop a fault after 30 days, but within the manufacturer's warranty period (usually 12 months), we ask that you return the items to us by an insured method and at your cost. It is essential that goods are packaged correctly and fully protected, as we cannot be held liable for inadequate packaging resulting in goods being damaged in transit. If goods are not returned in their original packaging for repair, then 2 layers of packaging are required, including some kind of shock absorbent material surrounded by an outer box made of heavy duty cardboard.

To return an item by post:

To return an item, please contact our store by email at web@jgwindows.com, in writing (to the address below), by telephoning 0191 232 1356 or by fax on 0191 261 2166. You will be provided with a Returns Number, which must be included when sending back your order. In the case of faulty items, please also enclose a precise description of the fault that has developed. Please ensure that all accessories and manuals are included when returning items, otherwise a charge may well have to be made.

We suggest that returned items are always sent by a recorded delivery method for your own protection.

This returns policy does not affect your statutory rights.

Our address for returns is:

J.G.Windows Ltd, 1-7 Central Arcade, Newcastle upon Tyne NE1 5BP

In-Store Transactions

In-Store Returns Policy

If you’re not happy with the product you've purchased from us, J.G.Windows Ltd will be happy to exchange goods for Windows shopping vouchers, a credit note or goods to the same value within 28 days of purchase.

All we ask is that you haven’t opened it, the goods are as new in their original sealed packaging and that you have the receipt, which should be presented in the store the goods were originally purchased from. If you're in any doubt as to whether the goods will be suitable, please ask a member of staff to seal the goods or mark the receipt appropriately. Additional charges may of course occur with respect to delivery and installation.

Faulty Goods

Either a refund, credit note, or exchange is offered if the goods are faulty (ie not working to the manufacturer's specification) and brought to our attention within 28 days of purchase. If you become aware of a fault, you should contact the store you purchased the product from immediately either via email or telephone (see below).

If the item develops a fault during the rest of its guarantee period, you should contact the store you purchased the product from and we will endeavor to resolve the problem quickly and efficiently, either by repairing the item in-store, or by sending it back to the manufacturer to repair it.

Sending goods back to us

If you want to send the goods back to us, rather than bringing them to a store personally, then you should obtain an returns authorization number from the store that the goods are being returned to (see contact numbers below) and include this with the item.

If the items are being sent to us due to a fault, please also enclose a precise description of the fault that has developed, so that we have the best chance of repairing the fault.

If goods are being exchanged or refunded, please ensure that all accessories and manuals are included when returning items, otherwise a charge may have to be made.

We suggest that returned items are packed with plenty of protection to avoid damage and that they are always sent by a recorded delivery method. J.G.Windows Ltd cannot accept any liability for goods arriving damaged.

Our address for returns is:

J.G.Windows Ltd, 1-7 Central Arcade, Newcastle upon Tyne NE1 5BP