THE SOUNDPROOF WINDOWS OVERVIEW OF GUARANTEES

Backed by the Buy with Confidence scheme and the Consumer Protection Association, we have gone out of our way to make sure you, as the customer, are as protected as possible when making a purchase. The following outlines in detail what is and isn’t covered by our guarantees, and how long these guarantees last dependent upon certain critical factors.

We’ve tried to make this page as simple as possible so you don’t get caught out by any small print, but if you have any questions or need something clarified, don’t hesitate to get in touch with us!

Our products are guaranteed for up to 10 years providing that they are maintained annually. How you can do this is explained in our maintenance guide, which you can find here. Don’t worry, it’s not a lot of work, and with just some simple maintenance measures you can make sure that your products are kept in perfect condition for years to come.

When it comes to timber, coatings can significantly affect the strength and durability of the final product. This is because timber is a natural product and needs to breathe in order to prevent moisture building up, which can cause the frame to swell and decay.

We combat these problems by ensuring that our timber is optimally dehydrated before applying our coatings in a humidity controlled environment. This allows us to not only increase the life expectancy of the product, but really bring out the beauty of the wood itself.

Our standard coating guarantees:

Unfortunately, climate and exposure will significantly affect the rate at which these coatings weather. This means that those living in high altitude areas, by the coast, or with exposed windows (i.e. extending out from the brickwork) will have a different guarantee length as outlined below:

The acoustic effectiveness of both our windows and doors relies heavily upon the glazing that we employ, which is why we only use top-of-the-line acoustic glazing that not only reduces noise pollution, but also boosts the thermal performance of your property.

All of our glazing is back by a ten year guarantee. The guarantee covers the supply and fit of a replacement glazing unit within ninety days (90) of installation and then the supply of the glazing unit only for the remainder of the guarantee term. In the case of supply-only products, we only offer the resupply of faulty units, not the replacement or reinstallation.

Cracks in glass that appear after installation are not automatically covered under warranty. Where cracking results from thermal stress, impact, building movement, or environmental factors, replacement glazing will be chargeable.

Glazing units that have an external putty glazing system (i.e. those that have a low profile edge seal and/or contain single glazing) have a different guarantee. Although we utilise modern materials to improve longevity, the perimeter seal’s performance can be affected by the use of external putties. As such, all products fitted with a putty glazing system only come with a five year guarantee on the glazing unit. This covers both supply and fit.

All of the hardware installed along with our windows and doors has been selected for its complementary high quality and performance.

Hardware & Alignment Guarantees

All handles, hinges, and locking mechanisms are covered by our 10-year hardware guarantee.

• Year 1 (Comprehensive): We cover the supply and installation of any replacement hardware required due to mechanical failure.

• Years 2–10 (Supply Only): We provide replacement hardware free of charge; however, a standard call-out and labour fee will apply for the installation of these parts.

Hinge & Alignment Adjustments

New timber products naturally experience a “bedding-in” period as they settle into a building’s structure. To ensure your windows and doors perform optimally, we provide a 12-month initial alignment guarantee.

Within the first 12 months, we will carry out any necessary hinge or sash adjustments free of charge. After this period, adjustments are classified as routine maintenance and are subject to a service fee.

Note: If an adjustment is required because of a mechanical failure of the hinge itself or an original installation defect, it remains covered under your 10-year guarantee at no cost.

Weather Seals & Gaskets

Our weather seals are designed for long-term acoustic and thermal performance and carry a 10-year guarantee (Supply Only) against operational failure or material degradation.

Seal Maintenance & Replacement Policy

To prevent “stiction” (where seals stick to the frame and pull out of their channel), gaskets must be kept clean and free of environmental pollutants.

• Replacement: We will provide replacement gasket material free of charge for any seal that fails mechanically or degrades within 10 years.

• Installation: As gaskets are a high-wear component, a labour charge applies if you require a technician to install the replacement.

• Exclusion: This guarantee does not cover seals that are pulled out or damaged due to a lack of routine cleaning, “stiction,” or accidental damage.

It is imperative that you take into consideration your property’s environment when choosing what hardware to install in your home. This is because these products can be affected by elemental factors, and must, for instance, be kept clean and free of corrosive substances. All recommendations for cleaning any hardware can be found in our maintenance guide.

The following are not covered by this warranty:

• • Damage to weather seals caused by paint, stains, chemicals, pollution or other misuse.

  • Rare or non-standard ironmongery, custom finishes, or items specified outside of our standard product range.

  • Damage to factory-applied coatings caused by abrasion, chemicals, impact, cleaning methods, or failure to maintain.

  • Damage or deterioration caused by excessive moisture exposure (for example pool rooms, leaking pipes, defective guttering, or persistent condensation not addressed by the homeowner).

  • Damage caused by contact with other building materials such as cement, plaster, or mortar.

  • Products that have been improperly installed, handled, transported, or stored by third parties.

  • Products which have been altered, modified, or adjusted after leaving our factory.

  • Damage caused by the use of high-pressure cleaning equipment or aggressive cleaning methods.

  • Damage caused by external events beyond our control, such as fire, flooding, subsidence, burglary, vandalism, or natural disasters.

  • Gasket Displacement: Seals that have been pulled from their channels due to “stiction” caused by accumulated dirt, grime, or the use of non-approved cleaning chemicals.
  • Accidental Damage: Seals torn or damaged by the user during cleaning or operation.

Failure to follow these conditions will invalidate the warranty:

• • Morticing or cutting through joints for ironmongery must not be carried out, as this impairs structural performance.

  • Overhead closers or closers requiring excessive timber removal are not recommended.

  • Doors must not be wedged or forced against closer pressure.

  • Dark colours must be avoided in exposed locations as these absorb heat and increase risk of bowing/twisting.

  • All products must be installed by The Soundproof Ltd or another FENSA registered installer.

• The warranty becomes valid only once all products have been paid for in full.

• Any unauthorised repairs, adjustments, or attempts to modify components will automatically invalidate the warranty.

• There are no third-party rights until full payment is received.