Our Product Guarantees

We make Gecko Panes in our Edinburgh workshop and stand behind their quality. This page explains our additional commercial guarantees and our lifetime replacement discount.

Your statutory rights These guarantees are free and are additional to your legal rights. They do not replace or limit your rights if goods are faulty, not as described or not fit for purpose. For information about those rights, contact Citizens Advice or Advice Direct Scotland.

1. Who provides these guarantees
   1. The guarantor is Gecko Glazing Ltd., registered in Scotland under company number SC524562, with registered office at 4 Sauchiebank, Edinburgh, Scotland, EH11 2NN. Contact us at info@geckoglazing.co.uk or 0131 305 0925.
   2. These commercial guarantees apply to genuine Gecko Panes first delivered to a United Kingdom address and bought directly by a consumer from Gecko, unless the order confirmation states a different written guarantee. If you bought through a reseller, your statutory rights are against the reseller and a Gecko commercial guarantee applies only where the reseller’s documentation or Gecko expressly confirms this in writing.
2. Who can claim and when cover starts
   1. The guarantees apply to the original consumer purchaser. They are not transferable unless Gecko agrees in writing. A gift recipient may claim if they can provide reasonable evidence of the original purchase.
   2. Cover starts on the date the Gecko Pane is delivered. If Gecko supplies installation as part of the same contract and delivery is not separately recorded, cover starts on the installation date.
   3. Reasonable proof of purchase is required. This may be an order number, receipt, invoice, bank record or other evidence that identifies the original purchase.
3. 30-day First Pane Promise
   1. The First Pane Promise allows a consumer buying directly from Gecko to try one eligible Gecko Pane and notify us within 30 days after delivery if they decide it is not right for them.
   2. The eligible pane is the trial pane identified in the quotation or order confirmation. If no pane is identified and several panes are included in the customer’s first order, the Promise applies only to the lowest-priced pane in that order.
   3. If the eligible pane’s price was £50 or less, we will refund the price paid for that pane. If its price was more than £50, we will refund 50% of the price paid for that pane. Original delivery, survey and installation charges are not refunded under this Promise.
   4. To claim, contact us within 30 days after delivery and follow reasonable return or disposal instructions. Unless the pane is faulty or Gecko agrees otherwise, you are responsible for any return cost.
   5. The Promise may be used once per customer or household and cannot be combined with another trial-pane refund unless the written offer says otherwise. It does not prevent you making a separate statutory-rights or product-guarantee claim where applicable.
4. Ten-year product guarantee
   1. For ten years from the start date, we guarantee the Gecko Pane against manufacturing defects and failure of its components under normal indoor domestic use.
   2. This includes premature failure of the frame, joining, fixings or push-fit surround caused by a defect in materials or manufacture. It does not include gradual cosmetic change or wear that does not prevent normal use.
   3. If a valid claim is confirmed, we will repair the pane where reasonably practicable or replace the affected pane or component without charge. We will choose the proportionate remedy, taking account of cost, practicality and the nature of the fault. We will cover reasonable standard delivery costs for a valid claim. Removal or installation is included only where Gecko supplied the original installation and the remedial installation is reasonably necessary because of the guaranteed defect.
   4. A repair or replacement does not restart the ten-year term. It remains covered for the balance of the original period.
5. Thirty-year clarity guarantee
   1. For thirty years from the start date, we guarantee that the acrylic glazing sheet will not develop significant yellowing or internal hazing caused by degradation of the material under normal indoor domestic use.
   2. This guarantee does not cover surface dirt, cleaning residue, scratches, abrasion, condensation, moisture deposits, staining, exposure to unsuitable chemicals or heat, or a change that is not readily visible in normal daylight.
   3. If a valid claim is confirmed, we will replace the affected acrylic sheet or, where that is not reasonably practicable, the affected Gecko Pane. We will cover reasonable standard delivery costs. Removal and installation are included only where Gecko supplied the original installation and remedial installation is reasonably necessary because of the guaranteed material degradation.
   4. This is a guarantee from Gecko. Your claim is not dependent on Gecko recovering the cost from the acrylic manufacturer or supplier.
6. Lifetime replacement discount
   1. The lifetime replacement discount is a customer benefit, not a promise that a Gecko Pane will remain free from defects for life.
   2. During the lifetime of the original purchaser, that purchaser may buy one replacement for each original Gecko Pane at 50% of Gecko’s then current standard retail price for the nearest equivalent pane.
   3. The current retail price is the normal published price at the time of the replacement order, before temporary promotions or customer-specific discounts. Bespoke-shape supplements and other standard product surcharges remain payable.
   4. Delivery, survey, installation, removal and other services are charged separately. The discount is subject to product and material availability. If no reasonably equivalent product is available, we may offer a fair alternative but are not required to recreate a discontinued design.
   5. The benefit is personal to the original purchaser, cannot be exchanged for cash, cannot be combined with another promotion and does not renew after the discounted replacement.
7. General exclusions
   1. The guarantees do not cover a problem caused by incorrect measurements or specifications supplied by you or an independent third party; installation not carried out with reasonable care or in accordance with our instructions; accidental or deliberate damage; misuse; alteration; unauthorised repair; use outdoors or in an unsuitable environment; abnormal heat, moisture or chemicals; failure to follow care instructions; or an existing window, building defect or movement.
   2. Normal wear and tear is not covered, including ordinary scratches, scuffs, gradual wear or compression of the push-fit surround, and cosmetic changes that do not impair normal function.
   3. Condensation between a Gecko Pane and the existing window is not, by itself, evidence of a guaranteed defect. We will consider whether the cause is a defect in the pane or fit, moisture entering through the existing window, indoor humidity, ventilation or another site condition.
   4. An exclusion applies only to the extent that the excluded event caused or materially contributed to the problem. Nothing in this section limits statutory rights or responsibility for Gecko’s own measurements, manufacture, instructions or contracted services.
   5. DIY installation does not, by itself, invalidate the Ten-year Product Guarantee or Thirty-year Clarity Guarantee. An exclusion applies only to the extent that incorrect measurement, installation, misuse, alteration or another excluded event caused or materially contributed to the problem.
8. Installation and Independent Contractors
   1. Where Gecko supplied installation under your contract with us, that service remains subject to your statutory rights and any installation commitment stated in the order confirmation.
   2. Where you contracted with and paid an Independent Contractor directly, that Independent Contractor is responsible for their workmanship and any damage they cause. A product guarantee claim remains available where the pane itself has a covered defect.
9. How to make a claim
   1. Contact info@geckoglazing.co.uk or 0131 305 0925 and provide your name, order number or other proof of purchase, the affected pane, when the issue began, and a description of the problem.
   2. We may reasonably request photographs, video, measurements, cleaning information or access to inspect the pane. Please do not dispose of or return a made-to-measure pane until we provide instructions.
   3. We will acknowledge the claim and aim to give an initial response within five working days. We may need additional time to inspect, test or manufacture a replacement, and will keep you informed.
   4. If a claim is valid, we will explain the remedy and arrange any return, repair, replacement or refund. We will not require you to pay unreasonable costs to obtain a guaranteed remedy.
   5. If we reasonably determine that the guarantee does not cover the issue, we will explain why. This does not prevent you from asserting your statutory rights or using our complaints process.
10. Availability in writing and governing law
    1. You may download or print these terms, or ask us to provide them by email or post within a reasonable time.
    2.  These guarantees are governed by Scots law, without depriving you of mandatory consumer protections or the right to bring proceedings in the courts available to you under applicable consumer law.
11. Changes to these guarantee terms
    1. The guarantee terms that apply are those provided or published when your order was placed. We may change the terms for future purchases, but a later change will not reduce a guarantee already given.