TERMS AND CONDITIONS
1. Orders
1.1 Placing an order
To place an order with iSteel, the following are required:
• A completed order form signed by the customer, agreeing to our Terms & Conditions.
• A 50% deposit of the total project value (unless formally agreed otherwise).
• iSteel may perform a soft credit check (where applicable) and reserves the right to refuse an order.
1.2 Products
Quotes are based on the information provided by the client. It is the customer’s responsibility to review and confirm that all details (dimensions, product type, e.g., internal, external, fire-rated & rating required) meet their requirements before ordering. If an incorrect product is ordered and or fabricated due to incorrect information received, the client will be liable to pay in full.
1.3 Lead times
The lead time is 12-14 weeks from the approval of drawings (issued post-survey date). iSteel cannot provide exact installation dates, only rough estimates, as these are influenced by site conditions and the client’s prompt response to required information. If iSteel improves on the advised lead time, an alternative installation date will be formally proposed to the client. iSteel reserves the right to change lead times and installation dates post-order confirmation if necessary, and the customer will be notified
1.4 Marketing Materials
By placing an order with iSteel and accepting our Terms & Conditions, you agree to allow iSteel to document your installation with images and videos for internal training, development, and marketing purposes.
2. Cancelled Orders
2.1 Cooling Off Period
Customers have the right to cancel an order within 14 days of the deposit payment. Beyond this period, iSteel reserves the right to retain deposits. If an order is cancelled within the 14-day cooling-off period but after a survey has been performed, iSteel will refund the deposit minus a £250 + VAT survey fee.
3. Surveys
3.1. Survey Fees
3.2. Cancelled Survey Fee
iSteel reserves the right to change agreed survey dates/times if necessary, and the customer will be notified.
3.3 Survey Requirements
To perform a successful survey, iSteel requires the following to be complete before the surveyor’s arrival:
• Structural openings must be complete (plastered/skimmed) where applicable.
• Finished flooring to be in place.
• Adequate Structure appropriate for Fixing iSteel products into
3.4 Aborted Survey Fee
If an iSteel surveyor arrives at a site that is not ready for measurement, the client can choose to:
• Provide agreed sizes, ensuring the dimensions are accurate. The client’s provided dimensions, referred to as ‘Agreed Sizes,’ will be listed on the ‘Drawings For Approval’ issued to client prior to fabrication. It is the client’s responsibility to ensure these dimensions are correct before giving approval. Failure to achieve these dimensions on the installation date may result in products not fitting or operating correctly, for which the client will be liable.
• Book an additional survey at £250 + VAT per survey, added to the overall project value. Additional surveys required will have a negative impact of the lead time quoted.
3.5 Structural Opening Dimensions
iSteel relies on customer-provided dimensions for quoting purposes. If actual dimensions taken during the survey significantly differ from those provided, iSteel will offer the customer the option to:
• Approve and agree to the amended quote based on actual dimensions.
• Cancel the order (if within the 14-day cooling-off period) and receive a refund minus the £250 + VAT survey fee.
3.6 Structure Requirements
iSteel requires a satisfactory structure for adequate fixing (minimum 25mm screw fixing). Acceptable structures include timber, steel, brick/blockwork, and concrete (without a cavity between the structure and plasterboard level). The surveyor may perform test drill holes to verify the structure and advise on any necessary remedial work, which is the client’s responsibility.
Where underfloor heating exists, the client must inform iSteel of its positioning and depth within the floor structure. A minimum 25mm screw fixing into the floor is required where applicable. Installations where the client knows or does not know of underfloor heating positions are at the client’s own risk. iSteel will not be liable for any damages resulting from the installation process.
Clients choosing to deviate from iSteel’s approved installation methods and suggested structures do so at their own risk and void any warranties.
iSteel fire-rated products must be mechanically fixed to qualify for certification.
3.6 Booking a Survey
iSteel aims to perform surveys within 14 working days of receiving the deposit, provided the site is ready. However, iSteel reserves the right to perform surveys beyond this period if scheduling requires. Before conducting a survey, iSteel requires:
• A completed order form signed by the customer, agreeing to our T&C’s.
• A 50% deposit payment.
• Photos of the structural openings to be measured.
4. Installation
4.1 Installation Requirements
To perform a successful installation, iSteel requires the following to be complete before the install team arrives:
• Structural openings must be complete (plastered/skimmed) and to agreed dimensions, if applicable.
• Finished flooring must be in place and at the correct level (unless a datum level for those have been formally agreed).
• A minimum 25mm screw fixing into the floor, head, and sides where applicable.
• Working areas must be free of obstructions and easily accessible.
• The use of special equipment, including but not limited to scaffolding, cranes, hoists, and safety barriers, is not provided by iSteel unless explicitly stated in the project quote. Any requirement for such equipment must be discussed and agreed upon prior to installation to ensure that appropriate measures can be taken. The client assumes all responsibility for arranging and providing any necessary equipment not included in the original quote.
4.2 Uneven Surfaces
• Uneven/unlevel flooring may result in irregular gaps under doors and improper operation of drop-seals (where applicable). Floor levels/finishes are the customer’s responsibility.
• Uneven/unlevel structural openings (walls and ceilings) may result in irregular gaps around the door frame. If gaps exceed the coverage of iSteel’s standard 25mm trims, bespoke trims will be offered at an additional fee. If bespoke trims are not purchased, iSteel will fill the gap with decorator’s caulk unless otherwise advised by the client.
4.3 Structure Requirements
5. Scope of Works
- iSteel is responsible for the correct fitting and operation of our products, provided the structure and environment allow for it.
- iSteel will clean and prepare installed products for immediate operation to a standard level, if site conditions allow.
- iSteel will remove any rubbish generated during installation and necessary equipment.
5.1 Thresholds
5.2 Variation of Works
Any special requests made by clients on the installation day that were not formally agreed upon during the survey and noted in the approved drawings are at the client’s risk and at iSteel’s discretion. Additional work may affect iSteel’s ability to complete a successful installation, potentially causing property damage, injury, or additional costs. iSteel will not accept liability for such risks, which will be the client’s responsibility. Variations must be noted on the iSteel fitting sheet, signed and dated by the client.
5.3 Project Sign-Off
If the client is not present or available to sign off, they waive their right to approve the final project sign-off. In this case, they agree that persons on site (tradespeople, family, friends, or an iSteel representative) can sign on their behalf.
5.4 Remedials
• Clients are responsible for protecting surfaces like flooring and remove valuables from the work area to prevent damage.
• iSteel will not be liable for damages to flooring, underfloor heating, electrics, plaster finishes, decorations or personal property.
• Clients must notify iSteel of any remedials within 5 working days of installation.
• To consider remedials, clients must provide to iSteel a formal list of ‘snags’ with photographic evidence (where appropriate).
• iSteel will plan and address remedials in one, singular return visit.
• Any additional visits will be chargeable.
5.5 Cancelled/Rescheduled Installation Fees
Installation dates must be cancelled no later than 48 hours before the planned date. Cancellations with less than 48 hours’ notice are chargeable at £250 + VAT per person per day allocated, plus costs for hired equipment/machinery. Rescheduling with less than 48 hours’ notice incurs the same fees.
iSteel reserves the right to change installation dates if necessary, and the customer will be notified.
5.6 Storage Fees
Once delivery/installation dates are agreed upon, the client must facilitate this in a timely manner. Delays caused by the client will incur a storage fee of £100 + VAT every 7 days.
6. Products
6.1 Product Tolerances
Due to the handcrafted nature of our products, slight variations in appearance may occur. These include:
- Ironmongery: Minor changes may be made to improve the product or due to sourcing from alternative suppliers.
- Painted Finishes: Variations in appearance or quality may occur if items are painted at different times or by different operators, as exact consistency is not always achievable.
- Transom/Mullion Bars & Frame Alignment: A variation of up to 3mm per vertical or horizontal linear meter in frame alignment is acceptable and unavoidable.
- Glass: Minor imperfections, such as small scratches or bubbles, are acceptable if they are not visible from a distance of 3 meters in normal daylight, in line with Glass & Glazing Federation (GGF) guidelines.
6.2 Design
Clients must ensure the design meets their requirements before approving drawings for fabrication. This includes colour, glass type, handles, etc.
6.3 Door Handing/Opening Direction
Clients must ensure the door opens in the correct direction and is hinged as required before approving drawings for fabrication.
6.4 System Ordered
6.5 Drawings for Approval
Drawings are issued after a successful survey, reflecting customer requirements and survey information. Clients must review and approve these drawings before fabrication. Once approved, changes are not possible without delays and cost implications.
7. Ownership
All products remain the property of iSteel until the outstanding balance is paid in full. iSteel reserves the right to unobstructed access to property to remove and hold products post-installation without prior notice, until invoices are paid.
8. Payments
By placing an order with iSteel, you agree to our Terms & Conditions. Payment terms are as follows:
• 50% of the project value must be received before the order is considered.
• 40% of the project value must be received no later than 48 hours before the installation date.
• The remaining 10% is due immediately upon completion of installation without exception.
Late payments will incur interest at 3% of the outstanding balance per calendar month.
iSteel reserves the right to suspend fabrication and installation for late payments and withdraw credit facilities without prior notice if necessary.
1. Age Requirements
1.1 We reserve the right not to sell our products to persons under 18 years of age.
2. Placing your order
2.1 Orders received are an offer to purchase made to order goods. Once an order is received an order acknowledgement email will be issued.
2.2 The order acknowledgement will contain an itemised list of products ordered, the total cost (including delivery), an order number and anticipated lead time for delivery.
3. Order acceptance
3.1 Order acceptance takes place when the manufacturing of the products ordered commence. There is no contract between you (customer) and us (seller) until your order has been dispatched.
3.2 We (seller) intend to supply all products ordered, however reserve the right not to accept any offer at any time without explanation. If we (seller) choose to refuse an offer, you (customer) will be informed within a reasonable timeframe.
4. Payment
4.1 All major credit, debit cards and bank transfers (after prior agreement) are acceptable. Payments received at point of order are reserved by us (seller), but does not represent in any way acknowledgement of a contract between us.
4.2 If we are unable to accept an order, a full refund will be issued within 14 working days of cancellation notice.
5. Pricing
5.1 Prices shown do not include a delivery fee (which differ between geographical locations). Delivery costs will be added to your total order price once a delivery address is confirmed.
6. Pricing errors
6.1 If a pricing error is discovered post order, we (seller) will inform you (customer) as soon as practically possible and given the option to either cancel or re-confirm order at the correct value.
6.2 If we are not able to reach you (customer) using the contact details provided, we will automatically cancel the order, notify you (customer) by email and issue refund within 14 working days of cancelation notification.
7. RETURNS AND CANCELATIONs
7.1 Return requests are to be sent to sales@isteel.co.uk
7.2 Returns are accepted within 7 calendar days of order delivery, provided products are in original ‘new’ condition (unused and free of damage) and in original packaging. You (the customer) are responsible for the cost of return postage/courier unless the product received is faulty and or not as described.
7.3 Refunds for unwanted products are made to the original payment method (within 14 working days of notification) minus the original delivery fee. We (seller) reserve the right to reduce the refundable monetary value to reflect the condition of and re-saleability of products if those returned are damaged in any way.
8. PRODUCT CONDITIONS
8.1 Our Products are hand crafted, not produced by a machine therefore, we reserve the right that there may be slight differences in dimensions / colour and finish between multiples of the same product.
9. PERSONAL INFORMATION
9.1 All personal information will be handled with privacy in accordance with GDPR rules.
10. DELIVERY
10.1 We reserve the right to subcontract our delivery services to the courier of our choice (dependant on delivery location and service required).
10.2 Shipping normally takes 2-4 working days (dependant on location and service required), we (seller) reserve the right to increase at any time (you, the customer will be informed by email). Upon order receipt an estimated delivery time will be communicated upon dispatch.
11. STRIPE
11.1 Card payments will be processed through Stripe; at checkout your personal data (contact and order details) will be passed to Stripe for payment to be processed. Your personal data in transferred and processed in line with Stripe’s own privacy policy.
12. KLARNA
12.1 To utilise the Klarna service, at checkout your personal data (contact and order details) will be passed to Klarna for a qualifying assessment and to further tailor those payment methods for you. Your personal data in transferred and processed in line with Klarna’s own privacy policy.
iSteel (FGWD Ltd)
email: sales@isteel.co.uk
tel: 0330 1331 069
Adress: iSteel, Unit B, Glaziers Yard, 15 Chambers Road, Platts Common Estate, Barnsley S74 9SA
