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Terms and Conditions

windoor terms and conditions of use (website), supply, manufacture, payment of standard and non-standard products and guarantees


Windoor is a division of Windoor SA (Pty) Ltd, registration number 2012/122578/07.

Users of Windoor are bound by Windoor SA (Pty) Ltd terms and conditions.


Copyright 1994-2015 © Windoor SA (Pty) Ltd. All rights not expressly granted are reserved. To obtain permissions for the commercial use of any content on this site e-mail us or phone customer support for assistance.

Users may download, view and print content from this site for private and non-commercial purposes only.

Trade members (architects, builders, contractors, developers, quantity surveyors, and specifiers) are permitted to utilize images and descriptions of products in their course of business but are not permitted to use these images for gain related to the sale of similar products.

All moral rights of Windoor and its employees/agents are reserved.

intellectual property rights

All the content, trademarks and data on this web site, including but not limited to, software, databases, text, graphics, icons, hyperlinks, private information, designs and agreements, are the property of or licensed to Windoor, its suppliers or manufacturers and as such are protected from infringement by local and international legislation and treaties.

WINDOOR is a Registered Trademark with the trademark registration Number 2012/29972-5 WINDOOR in classes 6, 19, 35 and 37 in the name of Windoor SA Proprietary Limited. Details of this registration are available on request.

electronic communications

When a user visits Windoor or sends e-mails to Windoor, that user consents to receiving communications from Windoor electronically and agrees that all agreements, notices, disclosures and other communications sent by Windoor satisfies any legal requirements, including but not limited, to the requirement that such communications should be "in writing".


No person, business or web site may link to any page on this site without the prior written permission of Windoor. Such permission could be obtained from the person referred to in clause 1 hereof. This clause does not apply to parties that have entered into affiliate agreements with Windoor.

Hyperlinks provided on this site to non-Windoor sites, including but not limited to Windoor SA (Pty) Ltd , are provided as is and Windoor does not necessarily agree with, edit or sponsor the content on such web pages.


No person, business or web site may frame this site or any of the pages on this site in any way whatsoever.

spiders and crawlers

No person, business or web site may use any technology to search and gain any information from this site without the prior written permission of Windoor. Such permission could be obtained from the person referred to in clause 2 hereof.


Apart from the provisions of sections 43(5) and 43(6) of the Electronic Communications and Transactions Act, neither Windoor nor any of its agents or representatives shall be liable for any damage, loss or liability of whatsoever nature arising from the use or inability to use this web site or the services or content provided from and through this web site. Furthermore, Windoor makes no representations or warranties, implied or otherwise, that, amongst others, the content and technology available from this web site are free from errors or omissions or that the service will be 100% uninterrupted and error free. Users are encouraged to report any possible malfunctions and errors to the person referred to in clause 2.

This web site is supplied on an "as is" basis and has not been compiled or supplied to meet the user's individual requirements. It is the sole responsibility of the user to satisfy itself prior to entering into this agreement with Windoor that the service available from and through this web site will meet the user's individual requirements.

Information, ideas and opinions expressed on this site should not be regarded as professional advice or the official opinion of Windoor and users are encouraged to consult professional advice before taking any course of action related to information, ideas or opinions expressed on this site – if in doubt.

All items purchased from Windoor are made pursuant to agreements with shipping and delivery agents and risk of loss pass from Windoor to such agents upon delivery of any item to such carrier.

Neither Windoor nor any of its agents or representatives shall be liable for any damage, loss or liability of whatsoever nature arising from the use or inability to use any product sold on this web site.

delivery costs

Prices - for information and estimating purposes only:

The price of each product is displayed with the product. In the event of a sale or special offer, the discounted price is displayed. Windoor reserves the right to change the price of a product should an error have been made, or the product price has not been updated. The cost of shipping within the borders of South Africa is determined as follows:

(a) if the value of the goods in the order is more than ZAR20 000-00 after promotional coupons, bill payments and special discounts have been deducted, and the items weigh less than 10Kg, there is no shipping charge. For orders heavier than 10Kg, the rules set out in (c) and (d) apply.

(b) if the value of the goods in the order is less than ZAR20 000-00 and the items weigh less than 10Kg, the cost is approximately ZAR250-00. For orders heavier than 10Kg, the rules set out in (c) and (d) apply.

(c) if the items in the order weigh more than 10Kg but less that 19.9Kg, the shipping charge is normally between ZAR95-00 and ZAR300-00 per order.

(d) if the weight is more than 20Kg the shipping/ delivery fee/ charge is to be determined and paid for prior to dispatching the order. A Windoor representative will contact you to make necessary arrangements and disclose costs.

(e) Shipping charges for items to be delivered outside of the borders of South Africa will be for the account of the purchaser, unlss otherwise arranged.

Value Added Tax

Value added tax at the rate of 14% is charged on goods bought by South African residents.

VAT is not payable on orders if both the billing and the shipping address are international.

import duties

Import duties may be payable by recipients of goods in foreign countries. Windoor does not know what levies may be payable and cannot calculate or estimate such costs which are for the customer's account.


Inside the borders of South Africa

48 to 72 hours - We offer a “within 72 hours” delivery service. This service is only available in main centres, which include any destination within a 50km radius of the following cities and IF the product is readlity available at our warehouses - Pretoria, Johannesburg, Bloemfontein, Cape Town, George, Port Elizabeth, East London, Durban, Pietermaritzburg and Nelspruit. Delivery outside main centres is usually within 5 working days. We recommend that you place separate orders for 72-hour items and those with longer delivery times if you'd like to receive an item on time. The order item with the longest delivery time determines your parcel's delivery time.

- Important: if items with different delivery times are ordered together, the item with the longest delivery time will determine the delivery time of all the items in the order.

delays and cancellations

Windoor makes every effort to ensure that the information supplied on the website, and by its representatives, is accurate.

Where delays and out of stock situations occur, every effort will be made to inform the buyer and Windoor accepts no responsibility for any delays, and no deductions from any invoice will be considered.

Where custom items are under manufacture delays may occur due to to a variety of factors outside of Windoor's control. We endeavour to ensure delivery is as close to estimated dates as possible.

No order can be returned or cancelled if the manufacturing process has begun, or product in support of the items has been procured.

payment methods

Online credit card payments, if applicable:

At the time of placing the order, the transaction details are presented to the bank and an authorization is obtained for the amount of the order.

Payment is only collected when the order is completed and the goods shipped.

Note that to protect it's own and the interests of customers, Windoor scrutinizes all transactions very carefully to prevent attempted fraud and a transaction may be refused if Windoor is not satisfied with it's legitimacy.

Bank deposit payments (Electronic Funds Transfer):

If the buyer selects the 'pay via EFT' option, instructions will be given on how to deposit monies into the Windoor bank account and it would be subject to the following rules:

(a) the exact amount must be paid

(b) the payment must be identified by supplying the order number and surname in the reference section of the deposit slip or on the electronic transfer.

(c) no deposits must be made from ATM's, but transfers are accptable.

(d) cheque deposits are subject to a clearing period of 14 days and Windoor reserves the right to reject or not accept cheques.

(e) no bank deposits are accepted from outside the borders of South Africa - only wire transfers.

(f) unpaid bank deposit orders are cancelled after five business days.

agreements of sale

Placing an item in a shopping basket or adding it to a wishlist without completing the purchase cycle does not:

constitute an agreement of sale between Windoor and users cannot hold Windoor liable if such items are not available when the purchase cycle is completed later; and/or

constitute an order for such an item; and Windoor may remove such an item from the shopping basket or wishlist if no stock is available.

An agreement of sale between Windoor and a user only comes into effect if and when:

a credit card authorisation is received from the issuing bank; or

a deposit of an electronic transfer is reflected on Windoor's bank statement (and only if such payment is received within 5 (five) business days after completion of the purchase cycle); or

a direct deposit is reflected on Windoor's bank statement (and only if such payment is received within 5 (five) business days after completion of the purchase cycle), and/or

a signed Quote/ Pro-forma document has been signed and returned to Windoor SA in confirmation of an order.

On receipt of a signed quotation or deposit, all clients are bound to, and agree to all terms and conditions contained in all documents published on this site relative to the supply, manufacture and sealing of products (if applicable). The quotation lists this page, and/or has reference to other pages on this website relative to the sale of products, and financial obligations.

Windoor reserves the right to refuse to accept and/or execute an order without giving any reasons. Windoor also reserves the right to cancel orders in whole or in part as circumstances dictate. Windoor shall only be liable to refund monies already paid by the user less fees incurred as listed below in returns, cancellations and fees.

Windoor shall take all reasonable efforts to maintain correct prices. However, should errors occur and items are offered at incorrect prices, Windoor will not be obliged to sell goods at such incorrect prices and shall only be liable to refund monies paid, less costs incurred (if determined to be applicable).

Consumers can view or print a full record of the transaction that is maintained for a minimum period of twelve months on the Windoor website.

These terms and conditions do no constitute all agreements and other terms and conditions and documentation may be provided in support of supply

financial obligations and terms

For custom made products the agreement is as follows, but not limited to:

60% deposit

40% on confirmation that the products are ready for delivery OR

100% payment in advance for standard items.

Stocks of all goods on offer are limited. Windoor shall take all reasonable efforts to discontinue the offer as soon as stock is no longer available. However, should items still be offered after stocks are sold, Windoor shall only be liable to refund monies where it is unable to fulfill orders at advertised prices.


Vouchers cannot be exchanged for cash and are not transferable nor assignable.
Vouchers must be redeemed at towards the purchase of products listed in the Windoor online shop.
Vouchers cannot be redeemed at any affiliate websites.
Only one promotional voucher can be used per transaction.
Vouchers can only be redeemed with orders already placed with Windoor if their issue date is before the order date.
Promotional vouchers are issued at Windoor's own discretion.
Customers do not have a right to promotional vouchers and vouchers cannot be earned.


Windoor upholds all guarantees of both its products and that of all suppliers, manufactured or supplied in accordance with the manufacturer or supplier guarantees.

Windoor Joinery warrants their products for 10 years to be free of defects and of acceptable material and workmanship IF installed and sealed strictly in accordance with Windoor guidelines and recommendations.

Wooden products are dispatched untreated, unfinished and are susceptible to expansion and contraction caused by variances in both temperature and humidity. This may result in surface checking, shrinking or cupping of material. The natural characteristics of wood movement cannot be warranted against.

Windoor guarantees their products only if invoices relative to their supply have been paid for in full.

Should the product be found to contain defects, Windoor will at its option either:
Repair any product without charge or;
Replace any product in the same unfinished, untreated, exclusive of fitting state and to the same physical address originally supplied.
If the product is provided pre-sealed, the product will be returned to it's original state as delivered to site/ finished on site.

Exclusions to warranty:
Natural variations in colour, texture or surface checking of wood are not considered defects.
Any wooden product coated in a dark colour such as ebony, black or dark green as this causes excessive heat absorption on the outside and this affects wood negatively.
Shrinking and swelling and minor cracking of components particularly raised panels is a normal characteristic of wood.
Failure to adhere to the installation and treatment instructions.
Hinged joinery items which are longer than 2300mm in height.

Any glass product factory-fitted after fitment or supplied date for defects such as scratches or cracking.


Guidelines not adhered to will negate warranties or guarantees.

Two coats of sealant should be applied to all sides immediately prior to hanging doors or fitting windows and then 1 final coat after fitment or;
Primer, universal undercoat and 1 coat of enamel paint, and final coat after hanging, and preferably a third coat of enamel.
Regular annual inspections and maintenance must be done according to Windoor guidelines.
Failure to maintain and treat products with a proper sealant will render any and all guarantees void.

No wooden product will be considered for replacement or rectifying if the sealing conditions and guarantee conditions are not adhered to.

For expample:

  1. should a wooden door not be sealed prior to hanging with at least one coat of sealant, and the second and third coats immediately after hanging (three coats on any area exposed during the fitting process) and on all six sides (particularly underneath and on top) and inside any glazing rebate, and beads fully sealed and, in the case of an exposed door, a weather bar must be fitted;
  2. should a semi-exterior wooden door be placed in a fully exposed position, unprotected;
  3. should a fully exposed door have two differing types of treatments to the interior and exterior faces;
  4. should a door be trimmed beyond its recommended trimming allowance (i.e. 6mm across width and height - 3mm of either surface);
  5. should sealant not be applied in accordance with manufacturers recommendations;
  6. should a window not have the appropriate waterproofing detail and not be sealed inside all rebates (and beads sealed), back primed and not sealed prior to installation -
  7. no guarantee claims will be entertained in the event of the above.

If Windoor supplies the wrong product or if the product is in any way damaged or faulty as a result of a manufacturing defect or delivery, Windoor must be notified on receipt of the goods. It is the client's responsibility to inspect goods on delivery, and any claims for damaged goods after a delivery has been made will not be entertained. Goods incorrectly supplied and signed for will be deemed as accepted. Windoor will exchange incorrect product for the correct one upon receipt of the returned, un-used and unopened, packaged product. Windoor will make a reasonable effort to exchange the product, but if replacement is not possible, Windoor will refund the purchase price upon receipt of the returned product.

Please note: goods are not guaranteed against faults resulting from normal wear and tear, damage during installation, incorrect storage and poor on site handling, poor carpentry work (in the instance of 3rd party carpenters).

To determine glass defects, the minimum distance to determine same is 3 meters, in accordance with SAGGA guidelines.

special offers:

If Windoor supplies the wrong product or if the product is in any way faulty or damaged, Windoor will exchange it for the correct one upon receipt of the returned product. However, if the product is no longer being offered at the special price, it will not be replaced and we will refund the buyer's purchase price including delivery costs upon receipt thereof.

If the user is not satisfied with his/her choice and the product is still in mint condition, the user must return it within 1 day of receipt by the customer and Windoor will refund the purchase price (excluding delivery costs) upon receipt of the returned product. No item costing more than R500 will be accepted as a return under this provision with an exception of hardware.

(a) Products bought from Windoor are under warranty for a period of one year from the date of purchase against defects in workmanship and materials, unless otherwise stated. Different products carry different guarantees, and it is the responsibility of the customer to read the guarantees from the various manufacturers on the Windoor website. Products will only be replaced within the first seven days after purchase, thereafter the warranty is limited to repair and/or adjustment, and only if untouched, cut, varnished, sanded or painted.

To obtain service under this warranty, the product together with the original invoice must be provided to Windoor, and the guarantee procedure followed. As laid out by the various manufacturers.

Windoor will not be responsible for loss of glass, hardware, or other expenses or inconvenience or consequential damages occasioned by the equipment or by breach of any express or implied warranty with respect thereto.

Warranty assessments and repairs are carried out by the manufacturers and may take up to 8 weeks. Windoor cannot be held responsible for any delays.
- Windoor will not be liable for any claim, of whatsoever nature:

instituted after the expiry of the one-year period referred to in point 1 above; or

based on any warranty, whether express or implied, other than the express warranty set forth in point 1 above.
- The warranty set forth in point (a) above will not apply if the product shows evidence of:

impact, liquid, heat, exposure or moisture damage;

dropping, mishandling, or tampering;

chemical corrosion;

damage caused by connected equipment, handles, hinges;

used contrary to the intended use.

The warranty set forth in point (a) above does not cover:

routine cleaning or normal cosmetic and mechanical wear and tear;

damages, defects or unsatisfactory performance caused by the attachment of other accessories not produced by the same company as the product purchased; or

damages, defects or unsatisfactory performance caused by repairs performed by any party other than a facility authorized by Windoor.

returns, cancellations and fees

If Windoor supplies the wrong product (i.e. a product that is not according to drawings, description or measurement agreed to) or if the product is in any way faulty or damaged, Windoor will exchange it for the correct one within 5 days of receipt by the customer (standard items only - custom items will take the specific time it takes to manufacture the product). Windoor will make a reasonable effort to exchange the product, but if replacement is not possible, Windoor will refund the purchase price upon receipt of the returned product and if in a saleable condition, and undamaged.

Goods correcty supplied and delivered will only be accepted back and refunded if:

1) The goods are undamaged, unopened and in their original packaging.

2) The product has not been glazed (glass cut specifically for the product)

3) The product has not been adjusted in any way, inclusive of sealing/ painting.

4) All doors are to be checked for straightness prior to hanging - no claims will be entertained after a door has been cut, hung, adjusted.

5) Glass is not returnable, unless supplied incorrectly (i.e. cut outside of a tolerance of 3mm larger or smaller).

6) A handling fee of 20% will be levied at discretion of Windoor on goods correctly supplied, if the products are returnable i.e. stock held items and not manufactured items (i.e. items with a lead time).

7) In the even that an order is cancelled by either the client or Windoor, and Windoor has attended a site callout and taken measurements and/ or consulted to the client then a callout fee maybe levied for both the callout and the measurement service, travel and time. Minimum charge as at January 2015 is R 850-00 ex vat per service/ callout.

8) No custom made or any aluminium product is returnable or refundable if the manufacturing process has already been undertaken since all standard aluminium products are manufactured on order, and not held in stock.

9) No returns on outsourced manufactured product. Requests in these instances are for the manufacturer to determine, and will be binding on the client.

10) In any instance where a product has been supplied and the size or nature is determined to be different to what was expected, and the client has agreed to a manufactured size and description according to an accepted quotation, regardless of the origin of the measurement and who provided it, the acceptance of the quotation is regarded as acceptance of the sizes. Should the product be that which is listed on the quotation, the product will be deemed to be what was ordered. It is the client's responsibility to ensure correct and accurate measurements of product to be supplied, and not that of Windoor or of any of its agents. As per all measurements on this website, and the industry standard, width is listed first and height second, in millimeters.

11) Payment of a deposit in support of a quotation secures only the activation for final measurements and the lead time for manufacturing begins on acceptance of final drawings and confirmed measurements/ updated quote. In the event of delayed measurements that are incurred by clients/ contractors, Windoor reserves the right to increase prices in line with industry increases if applicable. All quotes are valid for 30 days.

12) The payment of a deposit activates further service levels such as drawings, technical advice, site visits and consultations. Should a client wish to cancel an order that has not been processed for manufacturing, the time and resources spent on advice, site visits, administration and support will be calculated and presented to the client, generally at a rate of ZAR 850-00 per hour (office time) or R1300 on site consultation time inclusive of travelling (to within 20kms). Windoor reserves the right, and the client agrees, to the deduction of these costs (reasonably incurred) from any deposit held. Windoor further reserves the right to deduct any nett contribution from a deposit held where costs have ben incurred.

13) No deposit held in support of a pending order will attract interest, and neither will interest be paid in the event of a refund.

Unopened standard products may be returned for credit or refund only within 1 day of receipt, and cartage costs will be for the customer's account.

In the event of new goods that are defective, the rights of the Customer are limited to the Manufacturer's guarantee of the goods supplied.

Liability is restricted to the cost of repair or replacement of faulty goods or services or granting of a credit at the sole discretion of Windoor and its suppliers after investigation and/or testing of goods.

Hardware may only be returned within 1 day of receipt at the expense of the customer for a refund (excluding delivery costs) on condition that it is unopened (with any seals and shrink wrap intact) and we will issue a full refund for the price you paid for it.

Out of box failures are to be reported within 7 days of invoice and will be replaced by the manufacturer.
All guarantees are immediately null and void should any equipment be tampered with or should the goods be operated outside the Manufacturer's specifications.

Before any goods are returned, a returns authorization must be obtained from Windoor.

Windoor will in all instances arrange for the collection of items by secure courier. In the case of a customer returning items because she/he is not satisfied with his/her choice, a collection fee will be quoted and must be paid by the customer before collection is arranged.

All returns will be examined by skilled professionals and if it is found that goods have been tampered with or that the goods are not in original condition, it will not be accepted as a return.

Please note that delivery is guaranteed within the specified timeframe only after payment confirmation.

wooden outsourced manufactured product

Lead times on pre-sealed and glazed wooden product can be from 4 to 10 weeks - the latter in the case of Swartland Ready 2 Fit products.

code of conduct

Governing Law

This site is hosted, controlled and operated from the Republic of South Africa and therefore governed by South African law.


Windoor shall take all reasonable steps to protect the personal information of Users. For the purpose of this clause, "personal information" shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA).

The PAIA may be downloaded from:

Windoor may electronically collect, store and use the following personal information of Users:

name and surname;
birth date;
country of residence;
closest city;
non-personal browsing habits and click patterns;
e-mail address;
IP address; and
ID number / passport number.

Windoor collects, stores and uses the abovementioned information for the following purposes:

to greet the User when he/she accesses the Windoor web site;
subject to the User's consent, inform the User of facts relating to his/her access and use of the Windoor website;
subject to the User's consent, inform the User about competitions and special offers from Windoor and/or its partners / affiliates;
to compile non-personal statistical information about browsing habits, click-patterns and access to the Windoor web site
to verify the identity of the User when transacting with Windoor
to ensure that the goods are received by the addressee

Information detailed above is collected either electronically by using cookies or is provided voluntarily by the User. Users may determine cookie use independently through their browser settings.

The User may elect not to receive any communications from Windoor and/or its partners / affiliates.

Windoor may collect, maintain, save, compile and share any information collected from users, subject to the following provisions:

Windoor shall not disclose personal information from Users unless the User consents thereto;

Windoor shall disclose information without the User's consent only through due legal process; and

Windoor may compile, use and share any information that does not relate to any specific individual.

Windoor owns and retains all rights to non-personal statistical information collected and compiled by Windoor.


Any person that delivers or attempts to deliver any damaging code to this web site or attempts to gain unauthorised access to any page on this web site shall be prosecuted and civil damages shall be claimed in the event that Windoor suffers any damage or loss.
The user agrees and warrants that its log-in name and password shall:

be used for personal use only; and

not be disclosed to any third party.

The user allows Windoor to take all reasonable steps to ensure the integrity and security of the Windoor site and back-office applications.

All credit card transactions are Secure Socket Layers encrypted. The company registration documents and the site's registered domain name are checked and verified by PayFast, if applicable.

changes to agreement

Windoor may, in its sole discretion, change this agreement or any part thereof at any time without notice, and all information pertaining to said changes will be deemed to apply to any past agreements, and all clients agree hereto.


In the event of any dispute of any nature whatsoever arising between the parties on any matter provided for in, or arising out of this agreement, and not resolved through the Customer Relations Department of Windoor, then such a dispute shall be submitted to confidential arbitration in terms of the expedited rules of the Arbitration Foundation of South Africa. Arbitration proceedings shall be conducted in Cape Town in English. The arbitration rules may be downloaded from:

Furthermore, in the event of any claim arising through damage to product on site outside of the control of Windoor or its representatives, the full account will become payable immediately and prior to any claims being entertained. Any claim by Windoor against a client or a client's contractor or workmen, sub-contractors on site or their representatives is to be discussed and settled seperately to any financial responsibility. No offsets or deductions will be entertained unless specifically agreed to in writing, in support of any claim.


Windoor chooses as its domicilium citandi et executandi for all purposes under this agreement, whether in respect of court process, notice, or other documents or communication of whatsoever nature,  Unit 49, Northgate Business Park, 20 Gold Street, Northgate Estate, Brooklyn, Cape Town, South Africa, 7405

term and termination

This agreement shall commence when the user registers on the Windoor site and continues indefinitely until terminated by Windoor.