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Frequently Asked Questions & Information

Click on the topic headings below to expand each sections for detailed information.

No. Our sales consultants are based at our CBD Showroom making it more practical to meet and discuss our product range and in relation to your upcoming project. Visitors can operate and discuss the many features of each product and we believe this more beneficial than what mobile representatives could offer.
For quotations, we work from your plans / schedule of items. The approximate measurements are sufficient to estimate costings from. 

After the quotation is revised to the point of confirmation, we organise an on-site meeting with your builder to determine the precise manufacture sizes for products. This complimentary site measure service is carried out by our project manager and size changes or other variations made on site are detailed and sent back for reference.

Depending on the geographical location of your project, a schedule of products may be required to meet certain regulations such as an Energy Efficiency Rating; Acoustic Rating; Bush-Attack-Level Rating or a combination of these. This will usually means high-performance glass and stainless-steel mesh screens could be required to meet the regulations.
Consider that Low-E glass is a much higher cost per square meter than annealed glass plus the requirement to be used across all the items which will increase the overall cost.
Your building designer / architect should provide to you the relevant reports (Energy; Acoustic; BAL) required for your project so they can be submitted as part of your quote request.

Our standard lead-time is based on the estimated supply and fabrication time for our made-to-order products.

  • The aluminium extrusions required to make the frames and panels for the products are extruded in Brisbane and powder-coated as a batch for your order and takes between 10-15 days to arrive from the supplier
  • There are thousands of extrusion profiles across the product series therefore we only order what is required to manufacture the products in your order. 
  • We do not keep stock of products in standard-sizes, each item is made specifically for your project.
  • To achieve the standard advised lead-time, a site measure meeting should occur within 7 days of placing your order.
  • Special-order products such as Centor Retractable and FlowTHRU drain systems have a separate lead-time from their manufacturer. These items need to be confirmed and ordered as soon as possible.
  • Glass is ordered only after the site-measure meeting has taken place to confirm the manufacture sizes, this can take up to 10 days to arrive to our factory.
  • Assembly process begins once all the Extrusion, Components and Glass materials have arrived

Quotation Acceptance and Placing the Order:
  1. After you have received your quotation, advise your sales representative that you wish to proceed with an order
  2. Once the particulars and any optional extras have been confirmed with the representative, the final quote version will be sent by an Adobe Sign email for digital signature. We also accept a scanned copy of a printed and signed quote. Please read the Terms & Conditions and sign the quote acceptance section which forms the contract.
  3. An invoice for the deposit amount of up to 50% of the total value will be issued which can be paid by the methods listed below
  4. After deposit and signed quotation have been received the order is now able to commence
Production Process and Lead-times:
  1. Manufacture sizes for each product is determined either by site measure (once structural frames are ready) or by agreed measurements with the builder, this should occur 5-7 business days after confirming your order to meet the estimated lead time. Site Measure notes are generally sent to the builder to list the final sizes.
  2. Changes made after the order is placed up to the time of site measure are issued as Variations which are then accepted or declined by you before proceeding.
  3. Once all requirements are met to proceed with the production process, the estimated date for product delivery will take approximately 25 business days or as advised by our team. 
  4. Estimated Time for Delivery may vary from the original estimated lead time due to factors such as: readiness for site measure; supply-chain issues; weather preventing site delivery - but otherwise is approximately 15-20 business days following site measure.
  • Special-Order buy-in products such as Centor Retractable Screens and FlowTHRU™ drains cannot be ordered until the manufacture sizes are confirmed and are also subject to the 3rd party manufacturer's lead-times
  • We always aim to minimise delays where possible by working with the builder on site and doing staged deliveries of the order as necessary
  • Where possible, we deliver the large door panels to site after the door frames have been installed to prevent damage while being stored on-site
Invoicing and Delivery  
  1. You may be issued progress claims if the order is being manufactured in stages due to construction progress
  2. When manufacturing is near complete an email will be sent to advise of invoiced amount due prior to delivery and possible delivery dates

  3. Payment is considered made when the funds are cleared by our Bank, or proof of payment receipt is received

Payment of invoiced claims can be made with the following methods
We only accept payments by the following methods - we do not accept cash or cheques.

Internet / Phone Banking (BPay)

Biller Code: 77099 Refer to your invoice for your customer reference code
(Minimum transaction amount: $500)

Electronic Bank Transfter (EFT)

Please refer to the Bank Details in the EFT section of your invoice for BSB, Account and Reference details to make a transfer of funds directly into our bank account. 

Pay Securely Online via Xero

Each invoice sent on email by us through the Xero software can be processed securely online using the link contained in the email body plus a PDF version of the invoice is also attached which lists the payment methods and Credit Card surcharge rates which vary based on the card type.

Payments Methods (no surcharge) 

  • Electronic Bank Transfer: no surcharge
  • BPay (minimum amount $500): no surcharge
  • One-time Direct Debit via GoCardless: no surcharge

    Payment by Credit Card fees are on-charged from the eWAY payments processing facility as follows

    • Visa Credit | MasterCard Credit: 2.6% surcharge
    • American Express | JCB: 1.6% surcharge

    Credit Card Surcharges

    When paying by credit card, the transaction surcharge rate is set by the payments facilitator (eWAY). Typically, most internet transaction surcharges are set higher than physical merchant EFTPOS terminal rates due to the inherent risks of fraud and associated costs.

    The Reserve Bank of Australia have implemented a surcharge standard which is based on the cost of acceptance scheme for each card - see RBA Card Payments Regulation for more information. We no longer use a physical EFTpos terminal on premise due to the fluctuation on surcharge rates / cost of acceptance which are based on volume.

    Orders which include Installation (into openings prepared by others) may be listed as a line item for some or all of the products within the order.
    If installation is listed as an Optional Extra please refer to the relevant payment schedule in the contract for the amounts due prior to and on completion of installation.
    Where all of the items listed in the quotation are to be installed, generally between 5-10% of the total quotation value is charged upon completion of this work depending on the order value.
    Your delivery date for the products and installation start date will be advised when the manufacturing process is nearing completion and scheduled in accordance with the site preparation by the builder.
    Please Note: 48 hours notice is required to request a change to a scheduled installation date.

    If you need to cancel your order after it is placed, please inform the sales representative immediately followed by your request in writing. Depending on the progress of the order, costs associated with the order such as materials, labour and administration will be deducted from the deposit paid. This may result in a portion or none of the deposit amount to be refunded. Orders cannot be cancelled once manufacture sizes are confirmed. See our Terms & Conditions of Trade for more information.

    If part of your quotation, we typically fit screens after your construction work has been completed (to minimize risk of damage). Please provide us with advance (15-20 days) notice of completion to allow scheduling.
    Note: Screens are not invoiced separately to the product order and we do not accept payment retention until the screens are fitted since this may occur many months after the screens have been manufactured and stored.

    Items that are located on upper levels or are difficult to access need to have screens fitted prior to removal of scaffolding and/or may be factory pre-fitted to the item.

    Flyscreens are reasonably easy to remove and are typically fitted on-site once construction is complete (to minimize risk of damage).
    Invisi-Gard security screens are typically fitted after painting/rendering has finished, however certain items should be factory-fitted.

    Retro-fitted Screens  We may arrange an external company who uses the same screen system to carry out the site measure and fitting of screens if not originally included at the time of your window and door order as screen tracks and other screen options may not have been added during manufacture.

    A Compliance Certificate for the products specific to your project, referencing the Australian Standards that have been met.
    This certificate is registered with the Australian Glass and Window Association and issued upon completion of your order and balance of payments have been received.

    IMPORTANT CHANGES TO THE QUEENSLAND BUILDING REGULATIONS

    Building Regulation 2021 commenced on 1 September 2021 and replaces the Building Regulation 2006.
    Significant changes have been made to the Form 15 and Form 16 certificates. Read the Building Regulation 2021

    Form 15

    The appointed competent person (design – specifications) completes this form, which is used to inform the building certifier’s decision when they are assessing a building development application and issuing the building development approval for the building work the subject of this form. A new appendix provides information for the appointed competent person, the building certifier, building product manufacturers and suppliers and industry generally about the form.
    As the product supplier, we no longer provide the Form 15 and instead will issue the Compliance Certificate as a reference for the Building Certifier.

    Form 16

    Where we have provided installation of the products into structural openings, a Form 43 will be provided for this Aspect of the work with reference to the code compliance.

    Link to the Australian Glass and Window Association news bulletin: Media Release

    For orders delivered within our servicing region; a single visit to make any necessary adjustments following the completion of construction (e.g at building hand-over from the builder to the owner) is complimentary with your order. You or your builder should notify us when the practical completion date is approaching to allow for scheduling. 

    Service visits may be carried out prior or following when hand-over has taken place within a reasonable time frame (e.g. 3 months). This should occur after the products have been cleaned and the tracks/sills are clear of obstructions so that products can be operated and adjusted as necessary; otherwise servicing of products could be refused and incur a call-out fee if required to return later.
    Any faults relating to incorrect product installation (excluding items installed by AW&D) will be deemed as non-warranty.

    Service Request is required to be completed to provide details of items that need attention, please ensure this list is complete as further call-outs may be charged. Please provide details of the service request in our Support Portal ticket system

    A Service Request Form is required to be completed to provide details of items that need attention, please ensure this list is complete as further call-outs may be charged. 
    Please Note: Only products supplied by Architectural Windows & Doors can be serviced please read the information about the Product Guarantee & Warranty for clarification of warranty and non-warranty items

    We do not offer a repair and/or adjustment service due to normal use and similar wear and tear after the initial service has been completed.
    Such requests will be advised to seek a 3rd party window/door repair company local to the site.

    If a service or assessment is performed and fault is deemed out of warranty – labour and callout fees may apply

    • Proof of purchase may be requested
    • An estimate of costs will be sent for non-warranty repairs, requiring payment prior to work commencement
    • The call-out / travel fee; parts if required; initial assessment cost will be sent as a pro-forma invoice and payment is required to confirm the appointment.
    • Non-Warranty Callout Fee: $175 + GST (per staff member) additional travel charges may apply outside of Greater Brisbane area.
    • Non-Warranty Labour: $85 + GST per hour/ per staff member required (removing door panels require at least 2 staff members)
    • Non-Warranty Cost of parts is additional to Labour charges

    Submitting a support ticket is required to provide details of items that need attention, please ensure this list is complete as further call-outs may be charged.

    Non-Warranty Servicing Process

    Please enter details of the service request in our Support Portal and provide details of items that need attention, please ensure this list is complete as further call-outs may be charged.

    Please enter details of the service request in the ticket and upload images (less than 2mb each) of the fault or issue (e.g lock type) a description of the fault and item number or room location. This information helps us to assist you by reviewing our original documentation and identifying the item.

    Prior to the visit, the products must have been cleaned and the tracks/sills are clear of obstructions so that products can be operated and adjusted as necessary; otherwise servicing of products could be refused and incur an additional call-out fee if we have to reschedule the appointment.

    Architectural Windows & Doors is a member of the Australian Glass and Window Association and as such conforms to an Industry Code of Conduct designed to protect consumers.

    Architectural Windows & Doors is inspected by independent third party NATA accredited auditors to validate that the window and door products examined have been manufactured to the relevant Australian Standards and the legislative requirements of the National Construction Code of Australia.

    6 YEAR GUARANTEE

    Product Warranty and Care Guide

    This Guarantee is provided in addition to any warranty or guarantee imposed by law and in particular the guarantees implied by the Competition and Consumer Act 2010(Cth). In no way does this Guarantee seek to exclude or limit any right or remedy you have in Law. However to the extent that is permitted by law any other warranties or guarantees are excluded. For the purpose of this warranty “the product” means a window or door product ordinarily manufactured and sold by the manufacturer. Subject to the conditions and limitations below Architectural Windows & Doors guarantees that its products are of acceptable quality and free of any defect caused by the manufacturer.

    Limitations

    THIS WARRANTY DOES NOT APPLY TO:

    a) Moving parts such as lock cylinders; door rollers; lever handles; hinges; activators; springs

    b) Parts supplied by other manufacturers as separate components and where such components are warranted or guaranteed by its manufacturer or supplier those guarantees or warranties whether express or implied are assigned to whom the goods are supplied;

    c) Cosmetic damage;

    d) Damage caused by accident, misuse, transport, installation or any external cause:

    e) Failure to install, use and operate the product in a way that is not in accordance with the manufacturer’s instructions, good building practice, relevant building standards or a use for which the product has not been designed or recommended by the manufacturer.

    f) service work that is carried out by other than ARCHITECTURAL WINDOWS & DOORS or authorised agents.

    g) Installation: the Window or Door Product was installed, fitted, or operated on by an unqualified installer in trade; or was otherwise installed, fitted or operated on contrary to the applicable industry guide or standards, including the AWA (now AGWA) Industry Guide to the Correct Installation of Windows and Doors and the AWA Industry Guide to the Correct Fixing of Windows and Doors;

    THIS WARRANTY DOES NOT APPLY IF THE FOLLOWING OCCURS:

    h) Improper Use: the Window or Door Product was used in a manner not in accordance with the instructions, or for a purpose not specified in the published literature

    i) Alterations: the Window or Door Product has been altered or retro-fitted with parts not supplied by ARCHITECTURAL WINDOWS & DOORS

    j) Normal wear and tear: the defect in, or damage to a Window or Door Product was the result of normal wear and tear on the Window or Door Product such as wear of finishes on running guides and tracks

    k) Non-Payment: ARCHITECTURAL WINDOWS & DOORS has not been paid in full for the corresponding Window or Door Product supplied

    WARRANTY CLAIMS

    Should you wish to make a claim under this guarantee you are required to first notify the manufacturer. Other than as provided by

    law the manufacture will repair or replace the product to the extent that it is functionally equivalent to the product supplied. Where a

    product has been repaired or replaced this warranty shall apply to the repaired or replaced product for the balance of the period

    provided by this guarantee.

    ENQUIRIES AND SERVICE REQUESTS

    Visit our dedicated Support Portal at support.windowsdoors.com.au for detailed information on our after-sales support, service and warranty processes.

    ARCHITECTURAL WINDOWS & DOORS products are manufactured from the most suitable materials and finishes available to the specification provided and when properly maintained will give many years of quality service. Failure to maintain may void the warranty.

    HANDOVER SERVICE

    For orders delivered within our servicing region; a single visit to make any necessary adjustments following the completion of construction (e.g at building hand‐over from the builder to the owner) is complimentary with your order. You or your builder should contact us when the practical completion date is approaching to allow for scheduling. Service visits may be carried out prior or following when hand‐over has taken place within a reasonable time frame (e.g. 3 months). This should occur after the products have been cleaned tracks/sills are clear of obstructions so that products can be operated and adjusted as necessary otherwise servicing of products could be refused and a incur return call‐out fee. Any faults relating to incorrect product installation will be deemed as non‐warranty.

    FAULTS / AFTER-SALES ENQUIRIES

    We require all after‐sales enquiries to be submitted via our Support Portal at support.windowsdoors.com.au; enabling collection of necessary information and details

    Projects that involve removal of existing items from the building structure require a trades person licensed for carpentry / building class carry out this work and prepare structure for the new products. Our trade license class is Glass, Glazing and Aluminium which does not include carpentry and structural work.
    For example: Our 411 series top-hung bi-fold requires a beam / lintel which is suitable to support the weight of the frame and panels of the door which needs to be determined by an engineer / qualified builder to install.

    We can provide an optional extra costing to supply and install the new items (custom-made) into the structural openings prepared by a licensed trades person. Trades will also need to carry out finishing work such as wall-lining / cladding / painting as required once the new products are in place.

    Common Powdercoat Supplier codes - to allow colour-matching to other finishes used in your project

    Powdercoat Colour NameSheenSupplierSupplier
    Code
    Supplier Finish Name
    Custom Black MattMattInterponGN216AInterpon D1000 CWC Black Matt
    Pearl White GlossGlossInterponGA073AInterpon D1000 Classic Pearl White Gloss
    Monument Colorbond MattMattInterponGP290AInterpon D1000 CWC Monument Matt
    Silver Medallist Pearl SatinPearl SatinInterponGY184CInterpon D1000 Vivica Palladium Silver Pearl
    Woodland Grey Colorbond MattMattDulux95951698-20KGSDuralloy Woodland Grey Matt
    Charcoal Metallic GlossGlossDulux97118796-20KGSPrecious Charcoal Met Pearl
    Stormfront Pearl MattPearl MattInterponGL249AInterpon D1000 Vivica Storm Front Matt
    Pottery SatinSatinInterponGM175AInterpon D1000 Pottery Satin
    Ultra Silver Pearl GlossPearl InterponGY070AInterpon D1000 Vivica Ultra Silver Gloss

    The following installation videos have been produced by the Australian Glass & Window Association and provide an overview of best installation techniques for several window and door types. Additional information can be viewed on the AGWA Youtube Channel (Some methods may vary from those used in Queensland)

    These videos are intended to be used as a guide for licensed carpenters to ensure the best practices are carried out. Each construction method shown is general in nature and each project will vary in terms of installation specification. 

    Note: Our installation process for masonry installation utilises a centralised position which is different from the method shown in the video.