These terms explain how quotations, bookings, glass orders, appointments, payment and warranties work. Please read them before paying a deposit or confirming a booking. Nothing in these terms limits your statutory rights.
1. Who we are
First Windscreens provides vehicle-glass repair, replacement and related services, including mobile fitting, workshop fitting and ADAS support. You can contact us at Cowslip Mead, Basildon, Essex, SS14 2AA or on 0800 054 1080.
2. Quotes and vehicle information
Quotes are based on the registration, vehicle details, glass specification, damage, location and other information provided to us. A quote may change if those details are incomplete or incorrect, the required glass or trims differ, sensors or cameras are present, hidden damage is found, or additional work is reasonably required.
Please check that your registration, make, model, year and required piece of glass are correct. We will explain any material price change before carrying out additional chargeable work.
3. Booking and the £80 deposit
An £80 deposit is normally required to confirm a booking. The deposit secures fitting capacity and may be used immediately toward ordering vehicle-specific glass, trims or materials.
If you cancel after we have ordered non-returnable glass, incurred supplier charges or committed appointment resources, we may retain all or part of the deposit to cover the reasonable loss caused by the cancellation. We will not retain more than the loss we can reasonably justify.
The deposit rules do not remove any right you have where we fail to provide the agreed service, the goods are faulty, or the law otherwise requires a refund.
4. Glass orders and cancellations
Many glass units are ordered specifically against a vehicle registration or specification. Some suppliers will not accept returns, while others charge handling or delivery fees. We will take those actual circumstances into account if you cancel.
Where a genuine made-to-measure or personalised item is ordered, statutory cancellation rights may not apply. Where a standard item can be returned without loss, any refund will reflect the costs that have genuinely been incurred.
5. Appointments and rescheduling
Appointment dates and arrival windows are estimates rather than guarantees. Weather, traffic, supplier delays, damaged or incorrect deliveries, staff illness, access problems and earlier jobs can require a delay or rearrangement.
If we cannot attend or complete the work, we will offer a reasonable alternative date or, where suitable, an appointment at our Basildon workshop. Please avoid making arrangements that depend on an exact completion time unless we have confirmed otherwise in writing.
6. Mobile fitting and failed attendance
You must provide safe, lawful and reasonable access to the vehicle, enough working space, the vehicle keys where needed, and suitable conditions for the work. Mobile work may be postponed where rain, wind, temperature, lighting or location makes the work unsafe or risks the quality of the installation.
If we attend but cannot carry out the work because the vehicle is unavailable, access is refused, the supplied details are materially wrong, the site is unsafe, or another matter outside our control prevents fitting, an attendance or call-out charge of up to £80 may apply.
7. Stone-chip repairs
A chip repair is performed on glass that is already damaged. Although we use appropriate professional methods, the damage can spread during preparation, resin injection or curing. If the windscreen cracks further, the repair charge remains payable and a replacement may be required at additional cost.
A repair is intended to restore strength and prevent spreading where possible. It may remain visible and cannot be guaranteed to disappear completely.
8. Cameras and ADAS recalibration
If the vehicle has a windscreen-mounted camera or driver-assistance equipment, recalibration may be required after replacement. We will explain the known requirement and available calibration route. If you choose not to proceed with recommended recalibration, we may ask you to confirm that decision in writing.
Driver-assistance systems remain the driver's responsibility and must not be treated as a substitute for attentive driving. Warning lights or system faults that pre-date our work are not included unless expressly agreed.
9. Economy and premium glass
Economy glass is a budget option and may differ from original-equipment or premium glass in manufacturer, markings, acoustic layer, tint, optical characteristics and finish. Minor cosmetic imperfections that do not affect safety or function are not necessarily defects. We will identify premium or specific-feature requirements where reasonably possible from the vehicle data available to us.
10. Customer-supplied glass
If you supply the glass, you are responsible for ensuring it is correct, undamaged and suitable for the vehicle. Our warranty is limited to our fitting workmanship and adhesive bond; we do not warrant customer-supplied glass or parts. If the supplied glass is wrong or unusable after we attend or begin preparation, reasonable labour, travel and material charges may apply.
11. Payment
The remaining balance is due when the work is complete unless we have agreed otherwise in writing. We accept the payment methods confirmed at booking. If payment is overdue, we may recover reasonable enforcement costs and any interest permitted by law.
12. Inspection, existing damage and warranties
Please tell us about existing rust, corrosion, paint damage, previous repairs, damaged trims, electrical faults, sensor faults or other relevant issues before work begins. These conditions can affect removal, fitting and sealing.
Our lifetime guarantee covers the adhesive bond for as long as you own the vehicle, subject to correct vehicle use and no later interference, accident, corrosion or body movement. It does not insure the glass against new chips, impacts, cracks, vandalism, accidental damage or faults unrelated to our workmanship.
Please report a suspected workmanship issue promptly and allow us a reasonable opportunity to inspect and, where appropriate, put it right. Delayed reporting may make the cause harder to establish but does not remove your statutory rights.
13. Liability and your statutory rights
We are responsible for foreseeable loss caused by our failure to use reasonable care and skill. We are not responsible for losses that are not foreseeable, for pre-existing faults, or for delays and failures caused by events genuinely outside our reasonable control.
Nothing in these terms excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or your rights under the Consumer Rights Act 2015.
14. Law and contact
These terms are governed by the law of England and Wales. If there is a problem, please contact us first so we can investigate and try to resolve it. Call 0800 054 1080 or write to First Windscreens, Cowslip Mead, Basildon, Essex, SS14 2AA.