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Shipping & Returns
Internet delivery charges are for UK customers only. To order from countries outside of the UK, please call us on +44 191 232 1356 for a quotation.
We currently only take online orders and ship to areas in mainland UK. We do not currently ship to, or take orders online from the following areas:
• Cote d'Ivoire (Ivory Coast)
• Democratic Republic of Congo
• Democratic Republic of Congo
• Federal Republic of Yugoslavia & Serbia
• International Criminal Tribunal for The Former Yugoslavia
• Ivory Coast
• North Korea (Democratic People’s Republic of Korea)
Delivery charges are set according to weight and are automatically calculated in the shopping cart. Shipping costs start from £2.99.
Delivery on larger items, when using a courier company is usually within 24-48 hours of despatch from JG Windows. Smaller items are usually sent via 1st Class Royal Mail, so delivery times will vary according to the time of 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: firstname.lastname@example.org or via 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.
We will sometimes offer free delivery on specific items purchased through our online store.
The current free delivery promotion applies to orders of printed music and/or CDs/DVDs equal to or greater than £25 in total. Customers who purchase items equal to or greater than £25 from the 'printed music', 'cd' or 'dvd' categories will receive free delivery on their order. This is an exclusive web promotion and does not apply to purchases made in-store.
Returns & Refunds (for items sold through our website)
JG Windows hope that you are happy with any purchase you make from us. Therefore our returns policy is as below.
If for any reason you are displeased with your purchase, you can return it to us in its original condition and packaging within 14 days for a full refund. This policy is in line with the Consumer Protection (Distance Selling) Regulations 2013, where the consumer has 14 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 14 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. If you wish to return the goods within 14 days you must contact us within this period by email to email@example.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.
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 firstname.lastname@example.org 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.
If your item develops a fault after 14 days from receiving the order, but within 30 days of purchase, we will replace the item with a another if available, at no extra carriage charge. If a replacement item is not available then a full refund will be offered.
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.
Returning an Item by Post
To return an item, please contact our store by email at email@example.com, in writing (to the address below), 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 for these items may 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.
To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model withdrawal form below, but it is not obligatory.
Download model withdrawal form here
Either a refund, credit note, or exchange is offered if 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.
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 endeavour to resolve the problem quickly and efficiently, either by repairing the item in-store, or by sending it back to the manufacturer for repair.
We can offer a partial refund if the goods you return to us are used or appear to be no longer in good condition or the same condition as when they left the shop.
You are liable for any diminished value of the goods. In order to establish the nature, characteristics and functioning of the goods, the consumer should only handle and inspect them in the same manner as they would be allowed to do in a shop.
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 a Returns Authorisation Number from the store that the goods are being returned to 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.
(unless returning to store of purchase)
J.G. Windows Ltd.
1-7 Central Arcade,
Newcastle Upon Tyne,
Tyne & Wear,