AFTERCARE
Thank you for choosing HBD Systems to be part of your project. We appreciate the trust you have placed in us and hope you are delighted with your new installation.
When your final balance is paid paid and your project is complete, our accounts team will prepare and issue your final invoice, we recommend keeping this document safe, as it also serves as your guarantee and contains important information such as your contract number, which may be required should you need any future service or support.
We are committed to providing ongoing support and guidance long after installation. Below you will find useful aftercare information, including guidance on caring for your glazing products, operational advice, maintenance recommendations, and helpful product resources to ensure your installation continues to perform at its best for years to come.
Service Request:
We hope it is unlikely, but if you find yourself with an issue surrounding your recent installation please help us to help you as efficiently as possible. Please email service@hbdsystems.co.uk with as much information and detail as possible and any pictures you have.
When we have received your information a member of the aftercare and service team will be in touch.
We at HBD understand that even dealing with minor challenges can be stressful, but we ask nicely that you be respectful and patient with our staff as they do everything they can to help.
Please note – If you have an emergency please call the office as early in the day as possible to allow us to make the necessary arrangements. 01727 845600
What to expect from your installation
(Sign off):
We understand that every installation is different and that some customers would like to know a little more information about our installations.
At the end of your installation our team will talk through the operation of your products with you and ensure you are confident in operating them, if you have any questions please do not hesitate to ask them – they are more than happy to help.
It is important that you are on site when your installation is completed as you will also be asked to inspect your products and sign the sign them off.
Our installers will then give you the keys and an aftercare pack. You will be ready to go!
What to expect from your installation (Finishing):
Installing products or undertaking remedial works into existing buildings can highlight challenges with matching existing finishes.
HBD endeavors to match existing items as close as possible but can not guarantee a perfect match. This may be due to things such as weathering over the years or availability of products. Therefore we will match on a closest match basis e.g. specialist render finishes, pebble dash, brickwork mortar colour.
With repairs to plaster there is always the possibility of the repair line being visible once it has been painted. Please be aware there will be preparation required before decoration is carried out.
Please note we do not undertake any internal finishes such as painting, decorating, specialist wall coverings, tiles, timber flooring etc.
Guarantee information:
Please take a look at the guarantees included with your purchase. Note: Manufacturers guarantee’s are all different, if you do not see what you are looking for below let us know.
HBD installation guarantee: 5 years
Glass (all manufacturers): 5 years
Your guarantee covers faults such as:
- Gas leaking from the inside of the units causing the inside of the glass to condensate between the panes.
- Defects within the sealed glass unit
- Faults with internal films or coatings
- Please note any issues arising from user error, misuse or damages caused my pets, stones etc. will be chargeable.
Extended Guarantee:
If you would like additional peace of mind, there is the option to purchase an extended guarantee which will extend the HBD labour portion of your guarantee.
- Silver guarantee extends the HBD labour portion of your guarantee from 5 years to 7 years
This can be purchased for £250 + VAT ex (£300 inc VAT)
- Gold guarantee extends the HBD labour portion of your guarantee from 5 years to 10 years
This can be purchased for £400 + VAT ex (£480 inc VAT)
Aftercare and maintenance information:
SUNFLEX UK Care and Maintenance Instructions – Bifold Doors – SF55i
SUNFLEX UK Care and Maintenance Instructions – Sliding Doors – SVG20, SV…
SUNFLEX UK Operating Instructions – Bifold Doors – SF55i
SUNFLEX UK Operating Instructions – Sliding Doors SVG20, SVG30 & SVG83
Glass Warranty and Liability:
HBD Systems offers a 1-Year Warranty on custom units and oversized glass units (generally those exceeding 2400mm in both width and height). This warranty is valid from the delivery date to site and covers the following:
- The reliability of the supplied material.
- The design and structural integrity of the installation.
- The resistance of the profiles to light and weather exposure.
- The durability of the applied colour coating.
Mechanical Handling:
Mechanical handling costs (e.g., cranes, lifting equipment) for the replacement of heavy or oversized glass units are not included in the warranty and will be charged to the client at cost
Spontaneous breakages:
The unexpected shattering of the glass without any apparent impact or external force which can occur months or years after installation can be due to Nickel Sulphide inclusion or thermal shock.
This is not covered under the manufacturers guarantee and clients will either need to make a claim on household insurance or pay for a new replacement unit
How to clean your window and door glass:
Clear around your windows (you don’t want to get any cleaning fluid on your furniture) and put a towel or newspaper on the internal window boards.
Wipe down the glass and frames clearing any dirt or build up so you do not spread this around when you start to clean. Don’t forget to wipe the hinges and handles too!
Spray the glass with glass cleaner. Using a soft sponge rub away any dirt, it is best to wipe the glass in a circular motion moving across the entire surface.
Dry the glass with squeegee as quickly as you can, start from the top corner and make singular strokes downwards. Alternatively use a tissue which will not leave any fibers behind. Wipe glass with a dry cloth, you can then buff the glass with scrunched up newspaper or a dry microfiber cloth, this will make any remaining streaks disappear.
Lastly wipe down the glazing bead and frames to eliminate any extra cleaning fluid and your glass will gleam!
Payment information:
Deposit: Please be aware your 50% deposit is considered as a legal intent to proceed with your order/ contract. Your deposit is fully refundable unless logistical costs have been incurred. E.g. preparation of documents for CRM, allocation of profile/ glass with manufacturers, allocation of survey or installation dates etc. Once any of these logistical costs have been incurred a minimum charge of £300 inc VAT will be deducted from any refund. If a site survey is undertaken this will be an additional minimum fee of £500 inc VAT deducted.
Refunds: Any refund will take 14-28 days before payment is received. This allows all aspects of the contracts to be checked, amended and accounts to process the payment.
Final payment: The final balance is due no later than 24 hours after installation. Payment is required in full and there will be no withholding of funds against snagging. Any snagging/ remedial work will be undertaken under HBD guarantee which only becomes effective upon the full final balance being received.
We hope there is no use for this policy but as a duty of care to all of our clients we want to make our complaints procedure available.
Click here to read.
If there is any information you can not find on this page please visit our Frequently asked questions.
Alternatively please email admin@hbdsystems.co.uk or call 01727 845 600 and we will be more than happy to answer your questions.
Thank you!