UPVC door

Temperchatter

I was hoping to find where i stand in regard to my consumer rights. 

After placing a deposit, the item was manufactured and the installers recently came to fit. Unfortunately the door threshold was not wheelchair friendly so they planned to return at another date. 

We have since found that the suitable threshold would bring the height of the door down 20mm and the side window would then not line up. This seems an issue they should have to get right. Another issue is they now want to place the door on a plastic cill to maintain the aesthetics described above. This would mean a larger step out of the property making it harder for wheelchair use. We have basically said we don’t want to remove the existing doors just fit something else which isn’t suitable. 

I’ve paid a deposit which I doubt I will get back. The order was done over a messaging app, however a surveyor did come to measure. 

I don’t believe i was given the full terms and conditions where I believe custom made items have different cancellation rules?

many thanks for your patience and in making it to the bottom of my post. 

Nearlyold

Was a low profile threshold discussed when the order was placed? Did you make it clear when you were messaging that you needed easy wheel chair access? 

Temperchatter

Hi. Thanks for your question. yes i did. 

Im interested in where i stand regarding canceling the order as i don’t think i received the proper terms and conditions including cancellation. 

Okell

If the door was made to your specification, you can't cancel it.*

You'll know better than me, but I presume that as a surveyor had to come out to take measurements and the door then had to be manufactured to those measurements, that it was made to your specification*.  Yes?

However, if what they manufactured doesn't comply with requirements that you made explicitly clear to them, then I'd suggest that you can insist on them putting it right.  (See s10 of the Consumer Rights Act 2015 (legislation.gov.uk).  If they can't put it right after one attempt, then you can get back any money you've paid them.

I say that but what I say may be oversimplified.  The situation might be a bit more complicated if your contract is for manufacture and supply of the door plus installation.

See what others think, but I don't believe you can just cancel the contract


* I say that I presume the door was made to your specification and so can't be cancelled, but I'm no door expert.  Aren't doors pretty standard sizes?  I have no idea if they are or not...

born_again

Doors do tend to be std size, but given OP mention of wheelchair could be wider. Also no mention, given the mention of would not lining up to side window, if this was part of the install or not?