Cambridge Awnings is an independent family-run business built upon honesty, professionalism and informed customer choice.
We believe customers should be given clear information, honest advice and sufficient time to make the right decision for their home or business.
We do not believe in high-pressure selling techniques and will not continually pursue customers after providing a quotation
In return, we ask our customers to communicate openly, honour agreed payment terms and work with us to achieve the best possible outcome.
The following policies are designed to provide clarity, transparency and protection for both our customers and our business.
At Cambridge Awnings, we understand that investing in an awning, pergola, external screen or outdoor shading system is an important decision.
For this reason, we encourage customers to take their time, review our proposals carefully and compare available options before proceeding.
We do not operate a high-pressure sales environment and will not continually contact customers after providing a quotation.
Our role is to provide honest advice, accurate information and a professional proposal based upon our experience and understanding of your requirements.
The decision whether to proceed remains entirely with the customer.
Many of our customers take several weeks or even months before making their final decision, and we fully respect the importance of allowing adequate time to make an informed choice.
Home Surveys
Surveys within our normal trading area are provided free of charge and without obligation.
Out of Area Surveys
For surveys outside our normal trading area, a survey fee of £250 + VAT may apply.
This fee is fully refundable against any order subsequently placed with Cambridge Awnings.
Quotation Validity
All quotations remain valid for 30 days unless otherwise stated in writing.
Due to supplier price increases, material costs and market fluctuations, quotations may need to be reviewed after this period.
Fixed Price Quotations
Unless otherwise stated, quotations are provided on a fixed-price basis and include the products and services detailed within the proposal.
Domestic Customers
Most bespoke products require a 75% deposit before manufacture, ordering or production can commence.
As all products supplied by Cambridge Awnings are bespoke and manufactured specifically to individual customer requirements, deposits are required before manufacture can commence.
The remaining balance is payable upon satisfactory completion of installation.
Commercial Customers
Alternative payment arrangements may be agreed in writing for commercial organisations where established purchasing procedures apply.
Commercial payment terms apply only where agreed in writing prior to order acceptance.
Repair Deposits
Where goods are removed for repair, a 50% payment is required before repair work commences.
This enables Cambridge Awnings to cover supplier, manufacturer and workshop costs incurred on the customer’s behalf.
Balance Payment
Prompt payment of the remaining balance is required prior to reinstallation or redelivery of the repaired item.
Testing, Recording & Reinstallation
Where Cambridge Awnings carries out a repair, we reserve the right to reinstall, test, photograph and video-record the product in operation before any repair warranty becomes active.
This process provides an objective record that the repaired product was functioning correctly at the time of reinstallation and helps protect both the customer and Cambridge Awnings in the event of any future dispute regarding performance, operation or installation.
Customer Requested Redelivery
Where repaired goods are redelivered without installation at the customer’s request, Cambridge Awnings accepts no responsibility for faults, damage or operational issues arising after redelivery until the product has been professionally inspected and tested.
Repair Warranty
Unless otherwise stated in writing, repaired components carry a three-month workmanship warranty.
Upon completion of repair work, customers will be notified that their goods are ready for reinstallation or redelivery.
Cambridge Awnings will store customer goods free of charge for a period of 90 days following written notification that the goods are ready.
Where goods remain unclaimed after 90 days, Cambridge Awnings may, at its discretion, continue to store the goods for a further period of up to six months.
As a small business, Cambridge Awnings does not have the facility to store customer goods indefinitely.
Where goods remain unclaimed after this extended storage period, and reasonable attempts to contact the customer have been unsuccessful, Cambridge Awnings reserves the right to dispose of, recycle or otherwise remove the goods from storage.
Written notice of our intention to dispose of the goods will be provided to the customer’s last known email address or postal address before any such action is taken.
Ownership of the goods remains with the customer until disposal takes place in accordance with this policy.
Customers are responsible for ensuring safe and reasonable access to the installation area.
Customers are also responsible for ensuring that installation areas are ready and free from obstruction prior to our arrival.
Where installation cannot proceed due to circumstances outside the control of Cambridge Awnings, including but not limited to:
an additional attendance charge may apply.
Customers are responsible for advising Cambridge Awnings of any access restrictions, parking restrictions, permit requirements, height restrictions or site-specific requirements before installation.
Additional charges may apply where access restrictions or site conditions have not been disclosed prior to attendance.
Email is our preferred method of communication and forms the primary record of correspondence.
Telephone may be used for appointments, surveys, installations and urgent matters.
WhatsApp, text messaging and social media messaging services may be used for convenience only and should not be relied upon for:
Customers are encouraged to communicate important matters by email.
All products supplied by Cambridge Awnings are bespoke and manufactured specifically to each customer’s requirements.
Products are not selected from stock and are manufactured to order using the sizes, fabrics, colours, controls and specifications chosen by the customer.
Cambridge Awnings will always endeavour to provide accurate lead times based on information supplied by manufacturers and suppliers.
However, all lead times should be considered estimates rather than guarantees.
Whilst the vast majority of orders are completed within the estimated timeframes provided, delays can occasionally occur due to circumstances beyond our control, including but not limited to:
Installation dates cannot be confirmed until products have been received, inspected and prepared for installation.
Customers are advised not to arrange third-party trades, decorators, scaffolders, electricians or other contractors based solely upon estimated delivery or installation dates.
Cambridge Awnings cannot accept responsibility for costs, losses or delays arising from changes to estimated lead times that are outside our reasonable control.
Where delays occur, Cambridge Awnings will endeavour to provide updates as soon as information becomes available and keep customers informed throughout the process.
Cambridge Awnings will always endeavour to recommend products that we believe are suitable for the intended application based upon the information available at the time of survey.
Recommendations are made using our experience, manufacturer guidance and the requirements discussed during the consultation process.
Whilst we are happy to provide advice and guidance, the final selection of fabrics, colours, controls, features and product specification remains the responsibility of the customer.
Customers are encouraged to raise any questions, concerns or expectations before placing an order to ensure the selected product is suitable for their needs.
Every property is unique.
Building design, wall positions, rooflines, drainage systems, projections, structural features, neighbouring structures and available fixing locations can all influence the appearance, alignment and operation of an awning installation.
Whilst every effort is made during the survey process to identify potential constraints, some design limitations may only become apparent once detailed measurements, technical assessments or manufacturer specifications have been reviewed.
Where a significant design limitation is identified prior to manufacture, Cambridge Awnings will discuss the available options with the customer and endeavour to agree a suitable solution.
Where multiple awnings are proposed, customers should be aware that projection, alignment and visual appearance may be affected by the design and layout of the building.
Should a customer have any concerns regarding our products or services, we ask that they notify us as soon as reasonably possible.
Cambridge Awnings will investigate all complaints fairly and professionally and will endeavour to respond within a reasonable timeframe.
Our aim is always to achieve a fair and practical resolution wherever possible.