Terms & Conditions

Terms & Conditions

Trade Balustrade Ltd

Terms and Conditions of Business




1.1 Trade Balustrade Ltd reserve the right revise these terms and conditions at any time. Both online and offline sales fall under these terms

1.2 All sales contracts shall be deemed to incorporate these conditions except where any change has been agreed in writing between the parties.


2.1 You are deemed to place an order with us by ordering via our online checkout process. As part of our checkout process you will be given the opportunity
to check your order. We will send you an order acknowledgement (an email address must be provided to receive this).

2.2 Alternatively orders can be placed over the telephone by calling us on 01908 370650

2.2 Our acceptance of an order takes place when we despatch the order. We will send you a despatch confirmation by email or phone (an email address must be provided
to receive this). Only when we despatch the order will the purchase contract will be made even if your payment has been processed immediately.

2.3 We may refuse to accept an order:

(a) Where goods are not available;

(b) Where we cannot obtain authorisation for your payment;

(c) If there has been a pricing or product description error.


3.1 For our purposes the UK includes Mainland England, Wales & industrial Scotland. We also deliver to N Ireland, Dublin, rest of Eire, Isle of Man, Channel Islands, island of Scilly & Scottish Isles, This will occur an extra charge, Please note, the following postcode are some examples where there will be extra charges. POSTCODE STARTING WITH AB, BT, CT, DG, IV, KA, KW, KY, ML, PA, PL, TD,  – Please note the list can be updated at any time so always check before ordering what our delivery cost is to your postcode. Please contact us for assistance.

3.2 Generally deliveries will be made within 3 to 21 working days dependant on size or complexity of order. Glass orders will be delivered within 28
working days.  If an order is delivery dependant it is requested that this order is made by phone where a
member of our team will advise on delivery times. A signature is required on all deliveries.

3.3Where stock is available there is a next day delivery service available on request.

3.4 The Courier will attempt a maximum of three deliveries to your delivery address (please note they are not obliged to leave a calling card to say they
have attempted delivery), before returning your items back to us. The cost of re-sending out any returned items will lie with the customer.

3.7 The Company shall not be liable in any way for any direct or indirect loss, damage or expenses (including but not limited to loss of profit and
liability to third parties) suffered or incurred by the Buyer as a consequence of any delay in delivery.

3.8 Please check all parcels are present and intact on delivery before signing your delivery ticket (Items cannot be replaced if a parcel is missing that
you have signed for).

When signing for you items please ensure that you also date and time the courier’s sheet.

If you are unsure about any item please sign for it as damaged, and call us on 01908 370650 within 24hrs to report this item as damaged.

If all parcels are received and no visible damage has been signed for, the buyer has 7 days in which to inspect your parts for damage or shortage in
quantity. Please report any damages or shortage of items to us on 01908 370650. We are unable to replace any items that are not reported within 7 days.

3.9 Force Majeure – The Company shall not be liable for failure to deliver the Goods for any reason whatsoever outside the reasonable control of the
Company including, without limitation to the generality of the foregoing, industrial action, war, storm, fire, explosion, flood, governmental action or
regulation, act of God, riots, strikes, lock outs or non-availability of stocks or materials.


4.1 All prices are exclusive of VAT. We reserve the right to express the price exclusive of VAT, but we shall show VAT separately and include it in the
total price.

4.2 Where we charge separately for carriage, the appropriate rates are set out in our specified pricing structure shown under our “Shipping Rates” page.


4.4All goods shall be paid for in full by the Purchaser to Trade Balustrade Ltd at the time of ordering, by cash, cheque or by credit/debit card.

4.5 Where account facilities apply, having been expressly agreed in writing by Trade Balustrade Ltd, the price shall be paid in full by the Purchaser to Trade Balustrade Ltd
within 30 days of the date of the invoice.

4.6 Trade Balustrade Ltd reserve the right to charge interest at a rate two percent above the Santander Bank base rate from the date when the price falls due for
payment until the date on which such payments are actually received by Square 1, and in the case of any default in payment the Purchaser shall give Trade Balustrade Ltd every assistance in the repossession of the

goods in respect of which payment has not been made.


5.1 If you wish to cancel your order:

(a) You can notify us by email to sales@tradebalustrade.co.uk or telephone on 01908 370650 before we have dispatched the goods to you.

(b) Cancelled orders that have been dispatched you will incur a 20% re-stocking fee and your delivery charge will not be refunded. This includes orders
that have been returned back to us after a failed delivery attempt by the Courier service.

(c) If you take any of the items out of the UK and find at a later date there are any issues, it will be the customers responsibility to arrange to get the goods back to us or available for Trade Balustrade to have collected

from the same address they delivered to in the first please.

5.2 You can return goods you have ordered from us in its original condition any time within 30 days of receipt for a refund or exchange. We can only accept
the return of opened items if they are faulty. The costs of returning goods to us shall be borne by you. Items that are returned to us for a refund are
subject to a 20% re-stocking fee.

5.3 Upon receipt of the goods we will give you a refund -20% of the amount paid. We will notify you when the item(s) have been received and the item
refunded. For you protection we recommend that you use a recorded-delivery service.

5.4 Items that are returned after the 30 day returns period are subject to a further 10% charge.

5.5 The rights to return the goods to us as referred to in clause 5.3 will not apply in the following circumstances: –

In the event that the product has been used. It is the customers responsibility to check what items and gread steel they have received before using or installing anything.

To any products that we have made or customised specifically for you

The provisions of this clause 5.5 do not affect your statutory rights.

Send all packages the address below:

Trade Balustrade Ltd

Unit 31 Wharfside, Fenny Stratford, Milton Keynes. MK2 2AZ


6.1 While we endeavour to ensure that this Website is normally available 24 hours a day, we will not be liable if for any reason this Website is
unavailable at any time or for any period.

6.2 Access to this Website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond our


7.1 While we endeavour to ensure that the information on this Website is correct, we do not warrant the accuracy and completeness of the material on this
Website. We may make changes to the material on this Website, or to the products and prices described in it, at any time without notice. The material on
this Website may be out of date, and we make no commitment to update such material. We do strive to ensure all materials and prices are correct.

7.2 The material on this Website is provided “as is” without any conditions, warranties or other terms of any kind. Accordingly, to the maximum extent
permitted by law, we provide you with this Website on the basis that we exclude all representations, warranties, conditions and other terms (including,
without limitation, the conditions implied by law of satisfactory quality, fitness for purpose and the use of reasonable care and skill) which but for
these terms and conditions might have effect in relation to this Website.


8.1 We, any other party (whether or not involved in creating, producing, maintaining or delivering this Website), and any of our group companies and the
officers, directors, employees, shareholders or agents of any of them, exclude all liability and responsibility for any amount or kind of loss or damage
that may result to you or a third party (including without limitation, any direct, indirect, punitive or consequential loss or damages, or any loss of
income, profits, goodwill, data, contracts, use of money, or loss or damages arising from or connected in any way to business interruption, and whether in
tort (including without limitation negligence), contract or otherwise) in connection with this Website in any way or in connection with the use, inability
to use or the results of use of this Website, any websites linked to this Website or the material on such websites, including but not limited to loss or
damage due to viruses that may infect your computer equipment, software, data or other property on account of your access to, use of, or browsing this
Website or your downloading of any material from this Website or any websites linked to this Website.

8.2 Nothing in these terms and conditions shall exclude or limit our liability for (i) death or personal injury caused by negligence (as such term is
defined by the Unfair Contract Terms Act 1977); (ii) fraud; (iii) misrepresentation as to a fundamental matter; or (iv) any liability which cannot be
excluded or limited under applicable law.

8.3 If your use of material on this Website results in the need for servicing, repair or correction of equipment, software or data, you assume all costs

8.4 You agree to indemnify us fully, defend and hold us, and our officers, directors, employees and agents, harmless from and against all claims,
liability, damages, losses, costs (including reasonable legal fees) arising out of any breach of the terms and conditions by you, or your use of this
Website, or the use by any other person using your details.


9.1 These terms and conditions shall be governed by and construed in accordance with English law. Disputes arising in connection with these terms and
conditions shall be subject to the exclusive jurisdiction of the English courts.

9.2 We do not warrant that materials/items for sale on the Website are appropriate or available for use outside the United Kingdom. It is prohibited to
access the Website from territories where its contents are illegal or unlawful. If you access this Website from locations outside the United Kingdom, you
do so at your own risk and you are responsible for compliance with local laws.

Please read these in conjunction with our Privacy Policy


All comments, queries and requests relating to our use of your information are welcomed and should be addressed to sales@tradebalustrade.co.uk

Privacy Policy

This privacy policy sets out how Trade Balustrade uses and protects any information that you give Trade Balustrade when you use this

Trade Balustrade is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you
can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Trade Balustrade may change this policy from time to time by updating this page. You should check this page from time to time to ensure
that you are happy with any changes.

What we collect

We may collect the following information:

  • Name and payment details
  • Contact information including email address
  • Demographic information such as postcode, preferences and interests
  • Other information relevant to customer surveys and/or offers

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • To process your order and obtain payment
  • Internal record keeping
  • We may use the information to improve our products and services
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the
    email address which you have provided
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may
    use the information to customise the website according to your interests


Toughened Glass

Thermally toughened Soda Lime Silicate safety glass is glass which a permanent surface compressive stress has been introduced by a controlled heating and cooling process. Minimum size is 300mm x 150 mm wide. Maximum size being 2800mm x 6000mm.Each piece of Toughened glass will be permanently marked with company name, EN number and Classification. Toughened glass must not be re-worked after toughening.

Toughened & Laminated Glass

Toughened glass panels are processed then paired together through the laminating process. Slippage, i.e. misalignment can occur during this process and a slippage tolerance of up to 3mm is deemed acceptable. Holes in toughened laminated can display a bubble effect annulus up to 8mm wide on the hole. Slippage/alignment on holes and edges are also common due to the nature of manufacture and should be discussed on ordering.
Maximum size for in house Toughened 2800mm x 6000mm. Maximum Toughened Laminating size 2450mm x 5850mm.

Head Soak Process

This post- toughening Quality Control process subjects the glass to a temperature of 290 degrees centigrade in the ‘Heat Soak’ cycle. It substantially reduces the low risk of spontaneous breakage of toughened glass on site caused by the presence of Nickel sulphide inclusions within the material.


Hole sizes from 6mm to 88mm diameter can be drilled. Larger holes can be machined and internally polished if required. Counter-Sunk holes are available if required.

Diameter Tolorence

Holes sizes from 6mm to 88mm diameter (+0mm – 1mm)
Tolerance on hole, centre positions being +/- 1mm to +/- 3mm depending on thickness.

Visual Quality

Flat transparent glass, including laminated or toughened glass shall be deemed acceptable if the following phenomena are neither obtrusive nor bunched: totally enclosed seeds, bubbles or blisters; hairlines or blobs; fine scratches not more than 25mm long; minute embedded particles. Obtrusiveness of blemishes shall be judged by looking through the glass, not at it, in natural daylight and not direct sunlight. This should be from a distance of 3 metres at a right angle to the panel.

Screen Printing, Back Painting and Sandblasting

Overall prints and designs can be produced onto the glass by either direct screen enamel, spray coated resin or sandblasting. Maximum panel size for Screen printing is 2800mm x 1300mm. Maximum panel size for Sandblasting is 3000mm x 2500mm x 40mm thick. Artwork is required in either DXF or DWG formats.

Back Painted and Screen Printed

On back painted or screen-printed glass the colour may vary, and it is advised that a colour sample be approved prior to ordering. The use of Low Iron glass is recommended for back painted glass as standard clear glass can distort the final colour.

Delivery & Transport

Where possible deliveries will be packed loose on a dedicated vehicle or courier service using a wooden A Frame. Where vehicle restrictions apply and/or times or where special packing requirements are required please state at quotation stage to ensure correct pricing.

Any requests for changes to delivery requirements may incur additional charges.

Handling and Storage

When handling the glass ensure that precautions are taken to handle safely, use suitable gloves and protective equipment as required. Care must be taken to ensure the glass is not impacted by any objects whilst being varied, particularly on the edges which are most vulnerable.

Special care must be taken to protect the glass from impact damage and the glass should be stacked on the edges and on strips of wood or other suitable materials which is relatively soft. Spacers should be applied to the surface of the glass to prevent glass to glass contact.

Glass should be stored in dry conditions to avoid water staining before fixing. When fixed or stored the glass must be protected from site contamination.


When installed the glass should be cleaned regularly with Glass Cleaner as per the directions on the container.

Sharp or abrasive products should not be used to clean the glass.
The use of oil-based cleaners or applications must be avoided.