SG Glass Experts Terms & Conditions

Terms & Conditions

Upon order confirmation with payment, the client is deemed to have read through and understood the standard Terms and Conditions expressed in this document.

1. Description of items in quotation

1.1 Production will be based on the specifications indicated in the latest written quote which would supersede all previous communications, written or verbal.

1.2 It is the client’s responsibility to check and ensure that all item descriptions indicated are as per what the client requires, especially if the client has any specific instructions or requirements.

1.3 Any typographical, clerical or other error or omission in any quotation, invoices or other document or information issued by SG Glass Experts (hereafter referred to as SGE) shall be subject to correction without any liability on the part of the company.

1.4 In the event of stock unavailability (e.g., hardware, glass), SGE reserves the right to substitute with a suitable alternative, provided that the substitute maintains the same aesthetic qualities and meets industry standards for fitness for purpose.

1.5 Any change in materials or specifications requested by HDB during the window permit approval process, or due to any other reasons, may result in price revisions of the original quote even after confirmation. In such cases, the changes will be conveyed to the client without any liability on the part of the company.

1.6 All deposits paid are strictly non-refundable.

1.7 Any outstanding payment must be settled on the day of installation, or a monthly 10% late charge based on the total cost of the project will be imposed.

1.8 Accurate dimensions for quotes will be shared only when full payment is done. Dimensions are shared for the sole purpose of checking prior to fabrication.

1.9 Quotes provided assume installations are done within regular work hours (10am-5pm). Surcharge applies for installations outside of these hours, or if the installation site is situated at areas with limited access (e.g. Pulau Ubin, Changi Airport, Jurong Island, Sentosa etc.)

2. Lead time and delivery of items

2.1 During regular non-peak periods, it takes approximately one to two weeks to fabricate items for installation upon order confirmation.

2.2 During peak periods (usually one to two months prior to major festivities or Public Holidays), fabrication may take approximately two to three weeks.

2.3 Items requiring special colour powder coating may require an additional week or two of production time. Laminated and tempered glass for aluminium standard frame products will also require this additional lead time.

2.4 Installation of windows are subject to approval of HDB window installation permit. SGE shall not be liable for any delays arising from late permit approval.

2.5 The above (clauses 2.1 to 2.4) serve only as a rough guide and lead time for fabrication is ultimately subject to varying circumstances and conditions unique to each jobsite.

2.6 Any schedule changes requested less than 24 hours prior to the appointment will be subject to a last minute cancellation fee of $80.

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3. Installation of items

3.1 The installation of all items will be done at the professional discretion of SGE staff unless requested or instructed otherwise, in writing. These include but are not limited to the alignment and positioning of glass doors, panels and windows, swing / folding / sliding direction of doors and windows, width of windows, width of glass panels, glass doors for partitions, and method of installation. See Clause 1.2.

3.2 SGE shall convey to the client if any uneven flooring is possible to detect during measurement. SGE shall not be liable for any issues arising out of uneven flooring that may limit the functionality of any items installed.

3.3 SGE installers will exercise caution when carrying out any dismantling works but due to the unpredictable nature of such works, SGE will not be liable for any damages or issues that may arise from it. If any make good is required, SGE may outsource to the relevant contractor but the cost is to be fully borne by the client.

3.4 Any issues with existing poor wall integrity (eg. cracking of tiles or walls during installation) will not fall under SGE's responsibility as such occurrences are due to the site's condition and will be settled by client’s ID or plastering/tiling contractor.

3.5 Any alleged damage to site made by SGE installers during installation must be accompanied with appropriate proof. The company shall not be liable for any such claims where there is an absence of substantiated evidence.

3.6 In the event whereby pipes or conduits (for water, gas, electricity etc.) are concealed, their position(s) must be made known to SGE prior to installation. The company will not be liable for any damage or rectification works that result from accidental drilling into concealed pipes which are not clearly marked out.

3.7 SGE installers will do minor plastering with cement after installation of windows. As professional plastering is not within the scope of SGE works, the client is advised to engage a professional plastering contractor to do touch ups if needed. Only a professional plastering contractor will be able to achieve a flawless, even, and smooth looking wall.

3.8 SGE’s services do not include the laying of cardboard or other forms of protection, and also do not include the cleaning of items installed or the area of installation. Clients are advised to make own arrangements if necessary.

3.9 All dates and estimated timings provided for installations / on-site appointments are subject to changes due to various reasons (e.g. weather / traffic conditions, unforeseen delays at prior jobsites, schedule changes due to other clients' last minute cancellations, etc.). In the event whereby the on-site appointment / installation cannot be carried out, SGE will re-schedule the next available date without any liability on the part of the company.

3.10 In the event whereby installation cannot be done or completed safely due to lack of adequate site preparation (E.g. lack of timbre reinforcements inside walls / top beams), the cost to add these reinforcements shall be borne by the client. This is because it is not possible to determine if there are reinforcements already added inside hollow walls until drilling is done.

3.11 Accessories (e.g. tap, shelving etc.) may obstruct the installation of kitchen backsplash / mirrors / other glass works. SGE installers will try to remove them where possible. Otherwise, a relevant contractor may have to be called in at the client's expense.

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4. Maintenance of installed items and warranties

4.1 For mirrors - cleaning agents should not be sprayed directly at the joints or edges of mirrors as they may cause discolouration when moisture is trapped over a period of time. Use only clean microfibre cloth that is free of dirt / debris to prevent scratches.

4.2 For glass – avoid harsh chemicals as they may affect the adhesive of safety laminate films (if any) which are installed on the surface of the glass. Some chemicals may also reduce the gloss of glass over time. Use only clean microfibre cloth that is free of dirt / debris to prevent scratches.

4.3 For all hardware – avoid harsh chemicals (E.g. chemical / acid wash) as they may cause these hardware to corrode.

4.4 All items come with a 1-year warranty for hardware and accessories. The warranty is void under the following circumstances:

4.4.1 Failure on the part of the client to properly maintain any installed items

4.4.2 Failure on the part of the client to follow guidelines provided by SGE (see Clauses 4.1 to 4.3)

4.4.3 The continued use of any installed items after any defect becomes apparent or would have become apparent to a reasonably prudent operator or user (E.g. continued use of door with alignment issue and not informing SGE promptly to rectify it)

4.4.4 Fair wear and tear, any accident (e.g. damage to glass due to accidental impact) or Act of God

4.4.5 Breakage and shattering of glass (for exception, see clause 4..1)

4.4.6 The installed item(s) and or workmanship of the installed items have been repaired, altered or overhauled by the client or third parties without SGE’s written consent

4.4.7 Improper use of installed items (Eg. Due to absence of bottom floor tracks for top-hung doors, such doors are not meant to be pulled / pushed / leaned against.)

4.5 A non-refundable call-out fee of $150 chargeable outside of the warranty period. The call-out fee covers the transport cost as well as minor repairs (Eg. adjustments). If there are any additional costs involved, this will be made known to the client before any works are carried out.

4.6 The client recognizes and understands that there are risks associated with the use of glass as a construction material, and that there shall be no liability on the part of the company for any personal injury, damage to property or any other claims that arise from the installed items in the client's premises.

4.7 Any visible defects must be reported within 48 hours of installation so that we may resolve them promptly, and this shall not be deemed as a valid reason for withholding payment. Any unobtrusive marks will not be deemed as defects as they do not affect the overall aesthetic, functionality and safety of the installed item(s). For any requests for replacement of such nature, charges will apply and the management's decision is final.

4.8 Due to the rigid quality of safety laminate films, air bubbles may be inevitable but we will do our best to minimize them during application.

4.9 Items with SGE Safeguard Clear Safety Film (installed from 15 July 2023 onwards) will be covered by the SGE Assurance Lifetime Warranty. This warranty does not apply to commercial and landed property installations. This warranty covers the cost of glass replacement as a result of glass breakage, and does not cover any damages to surroundings. This warranty covers glass breakage only; a 1 year standard warranty still applies for all hardware and accessories. The one-to-one glass replacement does not come with SGE Safeguard Clear Safety Film. The client will continue to enjoy the lifetime warranty provided he / she continues to opt for the SGE Safeguard Clear Safety Film for the replacement glass at a price to be quoted at the point of replacement. The lifetime warranty is non-transferrable and will cease when the client is no longer the registered occupant of the household (e.g. through sale of property). See illustration below for clarity.

4.9.1 A client purchased a shower panel with SGE Safeguard Clear Safety Film. Two years later, the shower panel broke due to accidental impact. In this instance, we will offer the client a 1-to-1 replacement of the shower panel at ZERO cost. To continue enjoying the SGE Assurance Lifetime Warranty, the client just needs to opt-in for the SGE Safeguard Clear Safety Film again for the new glass at a nominal fee to be quoted at point of replacement.

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5. Others

5.1 SGE takes a firm stance against clients who are abusive (be it physically or verbally) towards our staff and we reserve the right not to service such clients, regardless of the circumstances. Verbal abuse may include the act of harassing, labelling, insulting, scolding, rebuking, yelling towards our staff and NEED NOT contain expletives for them to constitute as a verbal abuse.

5.2 For avoidance of doubt, the booking fee paid entitles the client to an onsite measurement appointment and an official quote based on the site measurements. To safeguard the well-being of SGE staff, the company’s obligation to service the client shall cease after an official quote is sent, in the event a client becomes abusive and / or unreasonable with his or her demands.

5.3 For clients who have provided SGE with the number lock into their unit, SGE shall not be liable for any issues that may arise from our staff entering and leaving the premises with number lock access.

5.4 In the event of any disputes, SGE will resolve them in a manner it deems to be reasonable. The company’s decision is final.

5.5 The company reserves the right to impose an administrative fee it deems to be reasonable when handling any special requests or situations that may arise from the course of work.

5.6 This document is intended only for clients who have received an official quotation from SGE. No part of this document may be reproduced, shared or transmitted in any form or by any means to any other third party.

5.7 In the event a client proceeds with an official quote, the obligation of SGE shall cease on the date the standard 1 year warranty period expires.

5.8 SGE may, at any time and from time to time, amend the above Terms and Conditions without notice.

This document was last updated on 14 July 2023

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