If It’s Faulty It’s Free

At UTFL, we don’t just talk about quality – we stand behind it. That’s why we offer a bold, Market-First guarantee that puts our money where our mouth is.

IF IT’S FAULTY, IT’S FREE.

If we manufacture and deliver a product that cannot be installed due to a proven manufacturing fault, we’ll do more than just replace it:

We’ll also issue a credit for the full value of the faulty item against your next order.

1. Products Covered

This guarantee applies to any of our products.

2. Qualifying Faults

To qualify for this guarantee, faults must meet the following criteria:

• Identified prior to installation
• Reported within 2 working days of delivery
• Proven to render the product unfit for installation

Covered faults include:

• Unrepairable surface finish defects
• Dimensional inaccuracies (e.g., out-of-tolerance overall sizes, transom and mullion splits)
• Any other manufacturing defect that prevents the product from being installed as intended

All faults are subject to assessment and confirmation by the UTFL Quality Control team.

4. Resolution & Compensation

If a claim is approved (following inspection at UTFL HQ), the following resolution process will apply:

• A credit will be issued to the customer’s account for use against future orders
• The faulty component will be replaced free of charge
• Only the defective part will be replaced; additional components such as glazing, hardware, or sashes are not covered under the replacement scope

Example: If a top-hung over fixed window has a qualifying fault in the outer frame, credit will be issued for the full window (excluding glazing). Only the outer frame will be replaced.

5. How to Make a Claim

To submit a claim:

• Contact UTFL Customer Services within 2 working days of delivery
• Provide proof of order (including job number and item number)
• Submit clear evidence (photos/videos) showing the defect
• Return the faulty product to UTFL HQ for inspection (excluding Channel Islands)

All claims will be reviewed by UTFL’s Quality Control team, and a decision will be communicated within 2 business days of receipt.

6. Legal Compliance

This promotional guarantee is offered in addition to UTFL’s standard product guarantees and terms and conditions. For more details, please refer to:
Standard Product Guarantee: https://utfl.co.uk/product-guarantees/
Terms and Conditions: https://utfl.co.uk/terms-conditions/

7. Promotional Validity

This promotion is valid for qualifying orders placed from 1 July 2025 to 31 December 2025. UTFL reserves the right to amend or withdraw this offer at any time without notice.