Helpful FAQs

What areas do you cover?

We install windows and doors across Surrey and Hampshire. If you're unsure whether we cover your area, drop us an email at contact@chariswindows.co.uk and we’ll confirm.

How do I get a quote?

We’ll send one of our surveyors to your property to assess the site and discuss your specific needs. Once that visit is complete, we’ll generate a tailored quote within approximately 1–3 working days. There’s no pressure and no obligation at this stage.

How long will installation take?

The length of time depends on the size and complexity of your project. Most standard installations are completed within 1–3 working days. Larger or more bespoke installations may take a little longer, but we’ll give you a clear timeline after your surveyor’s visit. We do our best to keep things running smoothly and efficiently, with as little disruption to your home as possible.

What is the guarantee on your products and workmanship?

UPVC Products: 10-year guarantee against distortion and joint failure.
Workmanship: 6-year installation guarantee.
Glass Units: 5-year guarantee against internal condensation (between the panes).
Locks & Hinges: 1-year guarantee, subject to proper maintenance.

Please note: Wear and tear on handles, letter plates, or other door furniture is not covered, nor is surface condensation that can be wiped away.

What happens if I want to cancel my order?

You have a 14-day cooling-off period from the day you sign your contract. Cancellations must be submitted in writing (email or post).

To ensure your installation happens on time, we often begin ordering bespoke products shortly after your order is confirmed. If cancellation occurs after bespoke items have been ordered or work has started, you may still be liable for those costs — even if within the cooling-off period.

What if I discover a problem after installation?

We take pride in delivering a high standard of workmanship and aim to get everything right the first time. However, if you do notice anything you're unsure about after installation, let us know straight away. If it falls under your guarantee, we’ll resolve it promptly with no cost to you. If it’s something outside the guarantee, we’ll still be happy to assess it and provide a clear, fair quote for any additional work if needed. Your satisfaction is our priority.

What happens if hidden issues are found during installation?

Sometimes, once old windows or doors are removed, issues that weren’t visible during the initial survey — such as rotten timber or damaged lintels — may come to light. If that happens, we’ll let you know straight away. If additional work is needed to make your property safe or compliant, we’ll explain exactly what’s required and why.

Nothing will be carried out without your full approval — we’ll never go ahead with extra work without discussing it with you first.

Do you take away the old windows and doors?

Yes — we’ll dispose of the old materials unless you specifically ask us to leave them behind.

What if I have a complaint?

We pride ourselves on delivering excellent service. But if something’s not quite right, we want to fix it—quickly and fairly.

Speak to any team member and we’ll do our best to resolve it straight away.
Need to raise it formally? Send us an email—we’ll acknowledge it within 2 working days and aim to provide a full response within 5 working days.
If you’re still not satisfied, you can escalate your concern to FENSA, our Competent Person Scheme provider, for an independent review.

Are your installers qualified and insured?

Yes. All installations are carried out by trained professionals in line with current Building Regulations. We’re also fully insured for your peace of mind.