1.  About Us

1.1.  We are DOVISTA UK Limited, a company registered in England and Wales under company number 02332292. Our registered office is at: The Forum, Lancaster Way, Ermine Business Park, Huntingdon 
PE29 6XU.

1.2.  Any reference to ‘we’, ‘us’ or ‘our’ in these terms and conditions is to DOVISTA UK Limited, and any reference to ’you’ or ‘your’ means the individual purchasing goods and services from us.

1.3.  If you have any questions about this contract or any orders you have placed, please contact us by:
1.3.1.  sending an email to hello@dovista.co.uk; or
1.3.2.  filling out and submitting the online contact form available on our website at 
https://www.dovista.co.uk/contact.
1.3.3.  Calling us on +44 (0) 1908 714040

1.4.  These terms and conditions set out:
1.4.1.  your legal rights and responsibilities;
1.4.2.  our legal rights and responsibilities; and
1.4.3.  certain key information required by law.

2.  These Terms and Conditions

2.1.  If you buy goods and services from us, you agree to be legally bound by these terms and conditions.

2.2.  Please note these terms and conditions apply only if you are buying goods and services from us as a consumer (i.e. for purposes outside of your business, craft or profession).

3.  Information we give you

3.1  We are required to give you certain key information before a legally binding contract between you and us is made (see below).

3.1.  We will give you information on:
3.1.1.  the main characteristics of the goods and services being purchased;
3.1.2.  who we are, where we are based and how you can contact us;
3.1.3.  the total price of the goods and services including any taxes (or where this cannot reasonably be worked out in advance, the manner in which we will work out the price);
3.1.4.  all additional delivery and installation charges (or where this cannot reasonably be worked out in advance, the fact that such additional charges may be payable);
3.1.5.  the arrangements for payment, delivery, installation, performance, and the time by which we will deliver and install the goods;
3.1.6.  our complaints procedure; and
3.1.7.  the fact that we are under a legal duty to supply goods that are in conformity with the contract.

3.2.  We will give you this information in a clear and understandable way. Typically, our representative will give you this information before you buy the goods and services from us. Some of this information is likely to be obvious from the context. Some of this information is also set out in this contract, such as information on our complaint handling policy (see clause 18).

3.3. The key information we give you by law forms part of this contract (as though it is set out in full here).

3.4. If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.

4. Contract of Sale

4.1. Below, we set out how a legally binding contract between you and us is made.

4.2. You place an order with us by registering your interest on our website. Once we have received your request for a quotation, we will acknowledge it by e-mail. This acknowledgement does not mean that your order has been accepted.

4.3. We will consider your request and issue you a quotation by e-mail. Any quotation given by us before you make an order for goods and services is not a binding offer by us to supply such goods and services.

4.4. Our quotation remains valid for thirty (30) days from the date it is issued unless stated otherwise. If you wish to accept the quotation after this period has expired, please contact us to request a revised quotation.

4.5. If you wish to proceed, you may accept the quotation by clicking the “Accept Quotation” button or by confirming your acceptance in writing. By accepting the quotation, you make an offer to purchase the goods and services specified in the quotation, including the total price and payment terms, and you agree to be legally bound by these terms and conditions.

5.  Approvals and Permission

5.1.  You are responsible for obtaining and paying for all approvals or permissions required for the installation, including but not limited to planning permission, listed building consent and/or building regulations approval. If your property is a listed building or located in a conservation area, or otherwise subject to restrictions, you must contact the relevant local authority to confirm whether permission is required, and if so, ensure it is obtained before installation.

5.2.  By accepting the quotation, you confirm that you have obtained all required planning permission, listed building consents, and/or other statutory consents for the proposed installation, or that no such permissions and/or consent is required. We have no responsibility for obtaining them on your behalf. For the avoidance of doubt, we do not assess, verify or advise on whether planning permission, building warrants or any other statutory consents are required for your property, and we shall have no responsibility for obtaining them on your behalf.

5.3.  We are not responsible for any installations where planning permission and/or a building consent was required but not obtained. This does not affect your statutory rights. Any costs, delays, or legal consequences arising from failure to obtain permission will be your responsibility.

5.4.  We are also not responsible for, and will not cover the cost of, any additional works or services carried out by third parties outside the scope of our quotation, including but not limited to any structural alterations, specialist access equipment, or any professional or consultancy costs (such as structural engineers). Any such work is your responsibility.

6.  Delivery

6.1.  We will let you know in the Confirmation Email (see clause 4.11) the estimated date and time window for delivery and installation of the goods.

6.2.  If something happens which is outside of our control and affects the estimated date of delivery, we will provide you with a revised estimated date for delivery. Please see clause 8 for what happens if there are any problems in installing the goods.

6.3.  Delivery and installation of the goods will take place at the address specified by you when you placed your order with us. We do not make deliveries to or install goods at any addresses outside of the UK.

6.4.  Any delivery or installation dates provided by us are estimates. We will use reasonable care and skill to deliver and install the goods within the agreed timeframe or, if no timeframe is agreed, within a reasonable period. If it appears that we will be unable to deliver or install your goods within the estimated timeframe, we will let you know and agree to a revised delivery or installation date with you.

6.5.  If nobody is available to take delivery and allow installation, please contact us using the contact details at the top of this contract.

6.6.  You are responsible for the goods once they have been delivered to the address specified by you when you placed your order with us. In other words, the risk in the goods passes to you when you take, or a third party notified by you takes, possession of the goods.

6.7.  We may deliver and install your goods in instalments. If you want to see whether your goods may be delivered and installed in this way, please speak with us in store or check the Confirmation Email (see clause 4.11).

6.8.  You must ensure that the delivery location is suitably prepared and accessible, including adequate parking and safe conditions for unloading. We reserve the right to refuse delivery if, in our reasonable opinion, it is not safe or possible to do so.

6.9.  If we attempt delivery on the scheduled date but are unable to deliver the goods for reasons not caused by us, including but not limited to:
6.9.1.  access restrictions not notified to us;
6.9.2.  neither you nor your nominated representative being present;
6.9.3.  the location not being suitably prepared;
6.9.4.  our reasonable belief that delivery would result in damage or risk of injury; or
6.9.5.  you refusing to accept delivery other than for genuine non-compliance then the goods will be returned to our premises;
a) the goods may be returned to our premises;
b) we may charge a reasonable fee for any additional delivery and storage costs; and
c) a revised delivery date will be agreed with you once the additional costs have been paid.

6.10. If, at the time of delivery, the external packaging appears damaged and you reasonably believe the goods may also be damaged, you should not accept delivery and should request that the carrier return the goods to us. If you accept delivery despite damaged packaging, you must:
6.10.1.  inform the carrier and us in writing at the time of signing; and
6.10.2.  take a photograph of the damaged packaging before unwrapping.
6.11. Nothing in this clause affects your statutory rights.

7. Goods Belonging to Us

7.1. All goods supplied by us remain our property until we have received payment in full in cleared funds for all sums due under this contract.

7.2. Until title has passed to you, you must not sell, dispose of, move or use the goods in any way that could reasonably be expected to damage or prejudice our rights. If at any point you have concerns that the goods may be damaged, stolen, unsafe, or otherwise at risk, you must notify us immediately.

7.3. As the goods are bespoke, we cannot accept the return of undamaged goods under this contract, except where required by law in respect of goods that are faulty, not as described, or otherwise fail to conform with applicable law.

7.4. Once the goods have been installed, they ordinarily become part of the property and cannot be removed without causing damage. In such circumstances, our remedies relate solely to recovering any outstanding sums due under this contract. Where goods remain uninstalled and we terminate this contract, or are legally entitled to do so, we may recover those uninstalled goods. You grant us an irrevocable licence to enter the premises where such installed goods are stored for the purpose of inspection or recovery. We will exercise this right reasonably and in accordance with applicable law.

7.5. Where we recover uninstalled goods under clause 7.4:
7.5.1. we will not be obliged to reimburse sums relating to bespoke goods that cannot reasonably be resold, save as required by law;
7.5.2. we are entitled to recover from you as a debt any reasonable costs incurred by us in manufacturing, recovering, storing, or handling the goods; and
7.5.3. if you fail to make adequate arrangements to allow us to recover the uninstalled goods, we may take legal proceedings to recover the goods or their value, and any outstanding sums remain immediately payable.

7.6. Nothing in this clause affects your statutory rights.

9. Variations and Unexpected Work

9.1. If you wish to make changes to the goods or services, including after installation has commenced, you must contact us without delay. We will assess whether the changes can be incorporated. Any changes to the original design may result in an adjustment to the contract price and such adjustments, whether an increase or decrease, will be treated as a variation of this contract and will only take effect once agreed in writing.

9.2. If, following our technical survey, we identify that changes to the product design, specifications, sizes, configurations or any related requirements are necessary, we will notify you of these changes and any resulting adjustment to the contract price and timing. Any such change will only take effect once agreed in writing.

9.3. Occasionally, unexpected work may be identified during installation. If the work is within our area of competence, we may issue a separate quotation. If the work is outside our area of competence, you are responsible for arranging any rectification or additional work and any associated costs. If the unexpected work causes a delay, we may reasonably charge for the additional time required to complete the installation. If you do not accept a necessary variation, we may cancel the affected part of your order and will refund any sums paid for the cancelled part, less any reasonable costs incurred, in accordance with your statutory rights.

10. Post-Installation

10.1. After installation is completed, you are responsible for the proper use and care of the installed goods.

10.2. Upon completion of the installation, we will ensure that the goods have been installed correctly and are functioning as intended, including all opening, closing and locking mechanisms. We will provide you with written guidance on the safe operation, cleaning and maintenance of the goods, together with any applicable warranty documentation. You should inspect the goods upon completion of the installation and notify us promptly of any visible defects or issues.

10.3. Following installation and handover, if you experience any issues or faults, please refer to the operating and care instructions provided to you or available on our website. If you remain in doubt or need assistance, you should contact us promptly.

11. Payments

11.1. We will let you know the cost or the basis of calculating the charges for the goods and services (and any extra charges such as delivery and/or installation charges) to the fullest extent we can when you place an order with us.

11.2. We charge for our services on a quotation basis. Unless we expressly agree otherwise in writing, the price stated in your quotation is a fixed price.

11.3. Your quotation will specify whether the price for the goods and services includes or excludes VAT. Where a quotation states prices ‘excluding VAT’, VAT will be added at the rate in force at the time of invoicing. Your invoice will show the dates when the services were carried out and other key information. Please contact us using the contact details at the top of this contract if you want any further information or have a query.

11.4. We accept bank transfer, credit cards and debit cards. We do not accept cheques, cash or Amex cards.
Deposits

11.5. Where your quotation specifies our standard payment structure, payment is made in two stages: (a) following completion of the technical survey and approval of final specifications, a deposit of fifty percent (50%) of the total contract price becomes payable in cleared funds before we begin manufacturing any goods; and (b) unless your quotation specifies different milestones, the remaining fifty percent (50%) becomes payable within seven (7) days of the later of: (i) completion of the delivery and installation services as recorded in our system; and (ii) our issuing the corresponding invoice. Please note, as the goods are bespoke, we may suspend manufacture and/or services until this deposit has been received. Payments are deemed received only once cleared funds in pounds sterling reach our nominated account.

11.6. All payments by credit card or debit card need to be authorised by the relevant card issuer. If authorisation is refused, we will not be liable for any delay or non‑delivery.

11.7.  If your quotation includes a third‑party finance option (e.g., BNP Paribas) (the “Credit Provider”), finance approval and repayment obligations will be governed by the separate finance agreement between you and the Credit Provider. We are not responsible for the Credit Provider’s decision-making process, approval criteria, interest rates or fees. We may suspend manufacture or services until we receive confirmation of approved finance. Ownership of the goods will not pass to you until all sums due under this contract have been paid in full. Nothing in this clause affects any rights you may have against the Credit Provider.

12. Nature of the goods and services

Goods:

12.1. You have certain legal rights in relation to the nature of the goods (also known as ‘statutory rights’). The goods that we provide to you must be as described, fit for purpose and of satisfactory quality.

12.2. We are under a legal duty to supply you with goods that are in conformity with this contract.

12.3. While we try to make sure that:
12.3.1. all weights, sizes and measurements set out our website are as accurate as possible, there may be a small tolerance of up to 4mm in such weights, sizes and measurements; and
12.3.2. the colours of our goods are reproduced as accurately as possible our website, the actual colours that you see on delivery may vary slightly. Due to the nature of bespoke manufacturing processes, finishes and colours may vary slightly from any samples, images or representations provided. Exact matches cannot be guaranteed.

12.4. Any goods sold at discount prices, as remnants or as substandard will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.

12.5. If we can’t supply certain goods, we may need to substitute them with alternative goods of equal or better standard and value. In this case:
12.5.1. we will let you know if we intend to do this, but this may not always be possible; and
12.5.2. you can refuse to accept such substitutes, in which case we will offer you a refund or a replacement and let you know how long such an offer remains open for.

Services:

12.6. You have certain legal rights in relation to the nature of the services (also known as ‘statutory rights’). The services that we provide to you must be carried out with reasonable care and skill. If we provide installation services, the goods must be installed properly. In addition:
12.6.1. where the price has not been agreed upfront, the cost of the services must be reasonable; and
12.6.2. where no time period has been agreed upfront for the provision of the services, we must carry out the services within a reasonable time.

13. Your Right to Cancel or Amend

13.1. Because the goods we supply are bespoke and made to your individual specifications, you do not have a statutory right to cancel this contract once we have accepted your order, in accordance with Regulation 28(1)(b) of the Consumer Contracts Regulations 2013. This clause applies only to distance or off‑premises contracts. For on‑premises contracts, no statutory cooling‑off right applies in any event. This does not affect your statutory rights in relation to faulty goods.

13.2. Once we have accepted and confirmed your order, we will begin preparations for manufacturing and ordering materials. As the goods are made to your individual specifications, any cancellation after order acceptance is at our discretion and subject to our written agreement. If you request to cancel after order confirmation and we agree, we may charge you for any reasonable costs and losses we have already incurred. If you have paid a deposit and/or made an advance payment, we may retain all or part of it as a contribution towards these costs.

13.3. No amendments to the specification, design, materials, or scope of work may be made after order acceptance unless we expressly agree to them in writing. Any amendments we agree to may result in additional charges and revised timescales.

13.4. If you request cancellation after we have begun manufacturing or procuring bespoke goods, you will be responsible for all associated costs, including materials, manufacturing, labour, and any losses incurred as a result of the cancellation. We will provide you with a breakdown of such costs upon request.

13.5. If this contract is validly cancelled in accordance with this clause, any related credit agreement or ancillary contract will automatically end at the same time, subject to the terms and conditions of the relevant Credit Provider. You will remain responsible for complying with the Credit Provider’s terms until the Credit Provider has confirmed the termination of your finance agreement.

13.6. Nothing in this clause affects your statutory rights in relation to faulty goods or services, including your rights under the Consumer Rights Act 2015.

16. Your Privacy and Personal Information

16.1. Our Privacy Policy is available at https://www.dovista.co.uk/privacy-notice.

16.2. Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.

17. Warranty

17.1. You will receive warranties covering both the goods installed and the related services, where applicable.

17.2. Full details regarding the installation services, product warranties, and instructions on how to make a warranty claim can be found on our website.

17.3. Please note that these warranties will become void if the goods are misused, damaged, or neglected following handover.

17.4. These warranties are in addition to your statutory rights under the Consumer Rights Act 2015 and other applicable legislation. Your statutory rights will continue to apply irrespective of the warranties we provide. For more information on your rights, please visit www.citizensadvice.org.uk or call 0800 144 8848.

18. Complaints

18.1. We aim to provide a high standard of service. Information about our professional accreditations and certifications is available on our website.

18.2. If you have any concerns or complaints about our goods or services, please contact us as soon as possible using the contact details set out at the top of this contract.

18.3. We will attempt to resolve all complaints in accordance with our internal complaints’ procedure (details of this procedure are available upon request).

18.4. If you are unable to resolve your complaint with us, you may have the right to raise your complaint with FENSA (the relevant industry regulatory body). Further information can be found here: https://www.fensa.org.uk/Complaints

18.5. The laws of England and Wales apply to these terms and conditions, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country.

18.6. Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you live.

21. Miscellaneous

21.1. Events outside our control: We shall not be liable for any delay or failure to perform our obligations under this contract to the extent that such delay or failure is caused by events beyond our reasonable control. We will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we will not compensate you for the delay, but if the delay is likely to be substantial you can contact us to end the contract and receive a refund for any goods you have paid for in advance but not received.

21.2. Severability: If any provision of this contract is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

21.3. Third Party Rights: No one other than a party to this contract has any right to enforce any term of this contract. However, if a person acquires the goods lawfully from you, you may transfer our guarantee to that person. This also applies where we have provided services in respect of an item you have transferred.

21.4. Variation: This contract may only be amended in writing, signed by both parties.

21.5. Waiver: Failure or delay by either party in enforcing any provision of this contract shall not constitute a waiver of that provision or the right to enforce it later.

21.6. Assignment: Neither party may assign or transfer this contract or any of its rights or obligations under it without the prior written consent of the other party, such consent not to be unreasonably withheld.