Our Guarantees

Our most extensive range of guarantees

When you purchase from The Window People, we want to make sure you have complete peace of mind that you will receive the best level of service and aftercare for your home so you can enjoy your TWP products worry free for many years to come.

Total 10, Total 20, Total Life and Assure 24/7 is our range of extensive guarantees which are market leading and aim to give you peace of mind when buying a product from The Window People which covers you for product defects and faulty workmanship or installation.

Our Guarantees operates alongside and in addition to the protection afforded by our membership to AGWA and Registered Builders certification.

This provides consumers in Victoria, who use The Window People to fit their windows and doors important cover. It means that your windows are installed by a certified installer.

Total 10 (Included free of charge) – 10 Year Guarantee

Total 10 what’s covered

  • uPVC & Nordic Net Zero frames against warping and bowing
  • Accoya Timber Frames excluding paint or stain finish
  • All window and door handles
  • Condensation between the panes on double and triple glazed units
  • Installation workmanship
  • Locking systems and hardware

Total 20 (Charges apply) – 20 Year Guarantee

Total 20 what’s covered

  • uPVC (Excluding LifeStyle range) & Nordic Net Zero frames against warping and bowing
  • All window and door handles
  • Condensation between the panes on double and triple glazed units
  • Installation workmanship
  • Locking systems and hardware

Total Life (Charges apply) – 40 Year Guarantee

Total Life what’s covered

  • uPVC (Excluding LifeStyle range) & Nordic Net Zero frames against warping and bowing
  • All window and door handles
  • Condensation between the panes on double and triple glazed units
  • Installation workmanship
  • Locking systems and hardware

Total 10 – Total 20 – Total Life

What’s not covered?

  • Glass Breakages
  • Normal wear and tear
  • Accident, misuse or neglect
  • Third Party Damage
  • Using incorrect cleaning products such as bleach and solvents or using high pressure or steam cleaners
  • Subsidence and house movement caused by failure of foundations/structure of building
  • Timber Windows and doors installed in exposed areas and coastal areas with harsh climates as identified by The Window People – see guarantee below
  • Small imperfections in the uPVC frame that are not visible when viewed from one metre
  • Timber – Failure to maintain the product as outlined in The Window People Care and Maintenance Guidelines for Timber Products in the Guarantee booklet
  • Timber – Naturally occurring knots which may be present in the timber
  • Timber – Paint / stain external finish ( Cover 12 months only)
  • Scorching on the uPVC caused by reflected heat from blinds

    Glazing

    • Condensation forming on the outside of the pane
    • Not visible when viewed from the inside of the room 2 metres away, in natural daylight and looking directly through the glass
    • Not visible when viewed from 3 metres away for toughened or laminated glass
    • Imperfections in the 50mm wide band around the edge of the glass – this area is not considered part of the normal viewing area
    • Mould growth on colonial Bars
    • Glass breakages

      Transferrable guarantees

      It is also possible for customers to transfer their guarantee to a new owner when selling their home. This offers Customers who are selling their home the ability to provide the new owners with the same level of cover for the duration of the warranty with the exception of the optional Total 20 or Total Life Guarantee. These will revert back to our Total 10 Guarantee which is 10 years from the completion date on the installation. Terms and conditions apply

      Terms and conditions

      The Window People Guarantees above are offered as ‘product warranties’ which are created to ensure that a customer receives the quality of goods agreed at the point of purchase and that they are not let down by faulty materials or workmanship. They are not offered for protection against accidental use or a lack of care by the owner. All we ask is that a small amount of time is put into annual maintenance for the warranty to be valid. After installation you will be sent a maintenance and aftercare manual.

      Transferring a guarantee to a new owner

      If your installation was completed after 1st January 2021 by “The Window People Pty Ltd”, you may be able to transfer your guarantee to a new owner, if you sell your property. Having our windows and doors installed is an attractive feature that many buyers value and being able to pass on the peace of mind that our industry-leading guarantees provide, is an additional selling point.

      The following conditions apply:

      • There is a cost of $200 per window and $350 per door, capped at a maximum of $1500
      • We will inspect the installation before agreeing to transfer
      • There is no cost to transfer the guarantee to a Spouse or Civil Partner
      • Any existing damage or misuse faults will either be excluded or a price will be given to repair before being included