How we Work

When researching your product

When looking for the right window and door products for your home we understand it’s important for you to access all the relevant information to enable you to make the right choices.

The Genesis website is set out in a way that is designed to help you access all the key information related to the doors and windows you need. Each page is arranged with many details including energy performance, security choices as well as colour options and hardware.

There are links to dedicated product brochures on each of the product pages and there is also a downloads page which has brochures for the other products in the Genesis Collection.

If you can’t find the information you need please contact the Genesis team and we will be happy to help.

How we can assist

There are many questions that come to mind when starting to research windows and doors for your project. There are a number of FAQ’s throughout the site and you can always call or email if you can’t find the information you need.

When it comes to deciding which products are best for your home we are happy to give guidance and advice on how to achieve the best results depending on your requirements.

We have a friendly and knowledgeable team who will be able to point you in the right direction and help with design, aesthetics, technical and support with the quote and order process. 

Made to measure service

Each window and door in the Genesis Collection is made to order and made to measure.

This means that every feature down to the smallest detail will be specified to ensure that your products look and perform exactly as you would like.

There is lots of useful information on the website and we are on hand by telephone and email if you need help.

Seamlessly integrated into your project

Depending on the type of project you have there will be certain functions or standards that will need to be applied to your window and door specifications. For example on a newbuild you will need to consider low thresholds on doors, PAS24 security compliance, fire escape regs and potentially trickle vents if you do not have a mechanical ventilation system planned.

Whether it’s a newbuild, as above, or with renovation and  refurbishment projects your priorities may be a mix of the above coupled with choices related to aesthetics like woodgrain, colour, hardware and glass.

Our order forms gather all this information accurately ensuring that we specify exactly what you need.

Making your order

The first stage of the order process is to get a quote by completing and sending us the relevant order form available on our order / quote forms page. We will then email you a detailed quote in PDF form which itemises each individual product showing all the relevant specifications.
Each item is also individually priced.

The next stage involves refining your quote to make any final adjustments to the specifications that might not have been initially needed. Sometimes the final manufacturing sizes may need changing or you may have a change of heart on which colour to go for. Whatever the reason we will input these and send you what will hopefully be the final manufacturing specifications. Simply let us know if it is all correct and if it is we will move to the next stage.

Order Acknowledgement

Once you are happy with all the specifications on the final quote we then proceed to the order acknowledgement. This document looks very similar to a quote but the main difference is that it will have the heading ‘Order Acknowledgement’.
 
It is vital that you check this document very carefully before signing and returning it.

The Order Acknowledgement is the document that we use to manufacture your windows and doors from and so it’s particularly important to check that all the details and specifications are correct before signing.

Finance, deposit and payments

All windows and door in the Genesis Collection are bespoke manufactured and as a result a deposit of 50% is needed to secure your order. Once we have received your signed order acknowledgement and your deposit your order will be released into the production schedule and you will be given an indicative date for delivery.

The balance payment of the remaining 50% will be due when manufacturing is complete and is usually a couple of days before delivery. Someone from our accounts department will contact you to invite you to pay online or call in with credit/debit card details.

Lead times

Lead times can vary from one product to another and this will depend on the profile type, colour and the manufacturing method. 

Manufacturing times can also vary depending on our workflow at quieter or busy times. If you have a particular deadline for delivery in mind then please make this known before placing your order so that we can advise if it will be possible.

Delivery

Once your final payment has been made and we have scheduled a delivery date with you your windows and doors will be carefully packaged to protect them in transit.

For the majority of deliveries, we use our own vehicles and drivers to transport the products to your chosen delivery address. Sometimes if the distances are extreme certain products can be shipped via pallet using a specialist courier. We will make you aware if this is likely to be the case.

If you spot any problems with your windows please report them immediately and don’t begin installation of the affected product until we have been in touch and agreed the remedy with you.

On delivery you will be asked to sign for your new windows. Hopefully all will go smoothly and if you have any questions our drivers are friendly and helpful and will provide guidance.

Installation

Our expertise is in the manufacture of some of the best windows and doors on the market. We don’t directly install or provide surveying services but we can help direct you towards an installation contractor should you need one.

Once you have an idea of what you’d like, you can simply search our database of Genesis certified installers by entering your full postcode into the box at the top right of the website ‘find local installers’.

Alternatively, give us a call and when making your order we can put you in touch with a qualified installer.

Some customers buy direct from us and appoint their own fitters whether that’s a builder, a joiner or another installation specialist.

Warranty, post-sales help, queries, complaints

We work hard to ensure that all the doors and windows in the Genesis Collection are manufactured to the very highest standards and also provide a 10 year warranty full details of which can be found here.

If on delivery you notice any visible faults or missing items these should be reported within 48 hours.

Please email us with supporting images to show the issue and a member of the Genesis service team will contact you to resolve the problem.

If you have any other remaining questions please get in touch we really do want our customers to be completely happy with our windows and doors and will do whatever we can to help.