Double glazing contract cancellation

Laurelist

Good evening,

My husband and I signed a contract and paid a 25% deposit to a double glazing company last Friday (8/11/24), following almost 3 hours of 'hard sell' tactics from their rep. We had asked him to quote for a replacement front door and side panel. Starting with a ludicrously high quote he then phoned his 'manager' repeatedly over the next couple of hours, who offered discounts and incentives to get us to sign. Long story short, I'm ashamed to say we eventually caved in. After he had gone, we were left feeling extremely uncomfortable, browbeaten and frankly stupid for having fallen for his non-stop sales patter. We are OAPs and had we known what we were in for, would not have agreed to let him in.

By the following day, and after a sleepless night, we both agreed that we should cancel the contract. Our feeling is that a company who uses these pressure tactics as part of its business model would not be trusted to deal fairly with any 'snagging' problems after job completion. I sent the company an email on Saturday evening (9/11/24) letting them know that we wish to cancel, being within the 7 day 'cooling off' period. I have also drafted a letter which I will send by Special Next Day Delivery tomorrow morning, confirming our wish to cancel and requesting a refund of our deposit.

Please can anyone out there offer some advice as to our rights in this situation, as I have a strong feeling we will have a fight on our hands!

Thank you.

eskbanker

There's a Which? guide written with double-glazing sales in mind, although the rights are generic:

Situations where you DO legally have the right to cancel

• If the trader or company visits your home and you verbally agree to the contract or indeed sign one, this is known as an off-premises contract. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have to be given a minimum of 14 days as a cooling-off period for off-premises contracts, within which time you can cancel.
• If you enter into a contract away from the trader or company's premises, such as online or over the phone, this is called an 'distance selling' contract (unless you've already discussed the contract at your home and later agree to it, like in the example above). You also have to be given a minimum of 14 days as a cooling-off period.

https://www.which.co.uk/reviews/double-glazing/article/how-to-buy-double-glazing/your-rights-when-buying-double-glazing-aUxuM9I16y8x

Laurelist

Thank you Eskbanker. I have just read the Which information from the link you kindly sent. It seems clear that I am able to cancel the contract. The company also allows for a 7 day 'cooling off' period, which I have already acted upon to cancel well within the 7 days they specify, via an email sent the following day and a follow-up letter to be posted this morning.  I suppose I am still left wondering if I am entitled to get my deposit back....? I have read various articles over the last few days which have left me confused!

 

eskbanker

Laurelist said:

I suppose I am still left wondering if I am entitled to get my deposit back....?

Yes, if you exercise your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the trader is obliged to refund you:

https://www.legislation.gov.uk/uksi/2013/3134/regulation/34

Laurelist

Many many thanks for your help on this matter. I will keep you informed how I get on over the next week or so!

Laurelist

Hello Esbanker, Just letting you know that our deposit has now been refunded in full. It took a few emails and a letter, but thank you so much for 'pointing us in the right direction'. We are very grateful to you.