Delivery & Returns

Delivery Information
Internet delivery charges are for UK customers only. To order from countries outside of the UK, please call us on +44 191 232 1356 for a quotation.
We currently only take online orders and ship to areas in mainland UK. We do not currently ship to, or take orders online from the following areas:

• Balkans
• Burma
• Cote d'Ivoire (Ivory Coast)
• Cuba
• Democratic Republic of Congo
• Syria
• Belarus
• Burma/Myanmar
• Democratic Republic of Congo
• Federal Republic of Yugoslavia & Serbia
• International Criminal Tribunal for The Former Yugoslavia
• Iran
• Iraq
• Ivory Coast
• Lebanon
• Syria
• Liberia
• North Korea (Democratic People’s Republic of Korea)
• Sudan
• Zimbabwe

Delivery charges and timescales stated on product pages are intended solely as an indication. Delivery charges are set according to order value and are automatically calculated in the shopping cart.

Delivery on larger items, when using a courier company, is usually within 24-48 hours of dispatch from JG Windows. Smaller items are usually sent via Royal Mail post, so delivery times will vary according to the time of year and local depots.

Delivery of all items is either through the letterbox, or in the case of items sent out via courier, “drop off” only to the external door of your home. If you require installation on particular products, such as digital pianos, please contact us for further information.

Please make sure you sign for the goods as 'unchecked'. You must inform us within two working days if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence.

You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.

Please note that we may send multiple item orders in more than one package and from different locations, so the items may not all arrive at the same time. Please allow a little extra time for all the items to arrive.


Delivery to an Alternative Address
The option to specify an alternative shipping address is available on our website when placing an order. However, in the interests of protecting our customers, we reserve the right to insist on delivery to the registered billing address or collection from one of our stores.

In the case of an order involving a finance agreement made through our online finance option, delivery can only be to the address on the finance agreement or collection from one of our stores.


Free Delivery
We will sometimes offer free delivery on specific items purchased through our online store, for which specific conditions will apply. These offers will be exclusive to orders placed on our website and will not apply to, or effect, in-store purchases or in-store collections.


Returns, Refunds and Cancellation (Online Orders)
These policies apply to orders placed on our website, even if the items were collected from one of our stores. To see our returns policy for in-store purchases, see below.


Your Cancellation Rights
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give UK and EU consumers the legal right to cancel an online order within fourteen working days following receipt of the goods or commencement of a service.

Therefore, if you simply change your mind and would like to cancel an order before it has been shipped to you, then please either telephone our store on 0191 232 1356 or email us at [email protected] and we will cancel the order and refund any sums of money that have been paid by you.

If the goods have already been despatched, then you still have the legal right to cancel the order within fourteen days, by informing us in writing with a clear statement. This statement can be posted or emailed to us but must be received within the fourteen days. You may find it convenient to use our Cancellation Form.

Please note that, if cancelling an order, you are liable for the costs of returning the item to us and will need to return them as soon as possible, and certainly within fourteen days of informing us of your wish to cancel the order.

We will issue a refund once we have received and inspected the goods and are happy that they have been returned in “as new” condition, complete with any included accessories and handbooks etc.

Please note that there are some products which we are unable to cancel, refund or exchange. These include products which have been personalised, customised or made to order for you, perishable goods, computer software (if seal broken) and, for hygiene reasons, items such as harmonicas, mouthpieces and reeds which have been opened.


Defective Items
If your item develops a fault after 14 days from receiving the order, but within 30 days of purchase, we will replace the item with another if available, at no extra carriage charge. If a replacement item is not available, for example for an ex-display or discontinued item, then a full refund will be offered.

In the case of goods that develop a fault after 30 days, but within the manufacturer's warranty period (usually 12 months), we ask that you return the items to us by an insured method and at your cost. Please also enclose a precise description of the fault that has developed. We will inspect the goods on return and either repair the item or return it to the manufacturer for further action.

It is essential that goods are packaged correctly and fully protected, as we cannot be held liable for inadequate packaging resulting in goods being damaged in transit. If goods are not returned in their original packaging for repair, then 2 layers of packaging are required, including some kind of shock absorbent material surrounded by an outer box made of heavy duty cardboard.


Returning an Item by Post
All items returned must be in the same condition as when sent to you and in their original packaging. We reserve the right to refuse the return of items which have been modified, damaged, or which show signs of having suffered misuse.

To return an item, please contact our store for a Returns Number, which must be included when sending back your order. In the case of faulty items, please also enclose a precise description of the fault that has developed. Please ensure that all accessories and manuals are included when returning items, otherwise, a charge for these items may be made.

We suggest that returned items are always sent by a recorded delivery method for your own protection. We may be able to arrange return of larger items by courier, on your behalf, for which an appropriate charge would be made. Please contact us for information.

Where a full or partial refund is agreed, that refund will be processed as soon as is practical, but no later than 30 days. Refunds will always be processed using the same method as the original payment. Please note though that, once processed, it usually takes a few days for the refund to show as available funds on the originating account.

This returns policy does not affect your statutory rights.


In-Store Returns and Refunds
14-Day Money Back Guarantee
At J G Windows, we want you to have complete confidence in your purchase. That's why we offer a 14-day money back guarantee, allowing you to return or exchange your item within this timeframe.   To be eligible for a refund or exchange, please ensure that the product is returned to the store within 14 days of purchase and that the item is in its original condition, unused, and free from any damage or alteration.
To clarify, here are some guidelines for the condition:
The product should be accompanied by all the original packaging, including any protective plastic films, and all accessories that were originally included (such as instructions, guarantees, and extras). These items should be in new condition.
There should be no visible signs of use on the product, such as fingerprints, smudges, scratches, or any other marks that would indicate it has been used.
For purchases of Vinyl, DVDs, CDs, the items must remain sealed in their original packaging.
The product should not contain any personal data, and it should not be registered to a user.
While these guidelines provide an overview, we understand that there may be specific situations that require additional considerations. In such cases, the decision regarding refunds or exchanges will be at the discretion of management.
Due to hygiene reasons, we cannot accept returns or exchanges for some wind instruments, such as harmonicas.
All authorised refunds must be made to the original payment method, if this is not possible then store credit will be offered instead.
Please note that this returns policy does not affect your statutory rights as a consumer

A valid till receipt must be produced.

The product will be inspected and will only be accepted for exchange if we deem it to be in the same condition as when sold and, if appropriate, in its original sealed packaging.


Faulty Goods
Either a refund, credit note, or exchange is offered if goods are faulty (ie. not working to the manufacturer's specification) and brought to our attention within 28 days of purchase. If you become aware of a fault, you should contact the store you purchased the product from immediately either via email or telephone.

If the item develops a fault during the rest of its guarantee period, you should contact the store you purchased the product from and we will endeavour to resolve the problem quickly and efficiently, either by repairing the item in-store or by sending it back to the manufacturer for repair.


Partial Refunds
We can offer a partial refund if the goods you return to us are used or appear to be no longer in good condition or the same condition as when they left the shop.

You are liable for any diminished value of the goods. In order to establish the nature, characteristics, and functioning of the goods, the consumer should only handle and inspect them in the same manner as they would be allowed to do in a shop.


Sending Goods Back to us
If you want to send the goods back to us, rather than bringing them to a store personally, then you should obtain a Returns Authorisation Number from the store that the goods are being returned to and include this with the item.

If the items are being sent to us due to a fault, please also enclose a precise description of the fault that has developed, so that we have the best chance of repairing the fault.

If goods are being exchanged or refunded, then please ensure that all accessories and manuals are included when returning any item, otherwise a charge may have to be made.

We suggest that returned items are packed with plenty of protection to avoid damage and that they are always sent by a recorded delivery method. J.G.Windows Ltd cannot accept any liability for goods arriving damaged.


Returns Address

J.G. Windows Ltd.
1-7 Central Arcade,
Newcastle Upon Tyne,
Tyne & Wear,
NE1 5BP.

Copyright © 2019 J.G. Windows Ltd