Refund policy

1. Your rights to end the contract

10.1     Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with the product, how we are performing, when you decide to end the contract and whether you are a consumer or business customer:

10.1.1 If what you have bought is faulty you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 14 if you are a consumer and clause 15 if you are a business;

10.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see clause 10.2;

10.1.3 If you are a consumer and have just changed your mind about the product, see clause 10.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;

10.1.4 In all other cases (if we are not at fault and you are not a consumer exercising your right to change your mind), see clause 10.6.

10.2     If you are ending a contract for a reason set out in this clause 10.2 the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:

10.2.1 we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 7.2);

10.2.2 we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed; or

10.2.3  you have a legal right to end the contract because of something we have done wrong.

10.3     If you are a consumer then for most products bought online you have a legal right to change your mind within 14 days and receive a refund for standard non custom-made products. For our custom made orders we do not issue refunds. Please note most of our products are made to order.

10.4     Your right as a consumer to change your mind does not apply in respect of:

10.4.1 services, once these have been completed, even if the cancellation period is still running;

10.4.2 any products which become mixed inseparably with other items or items that have been altered after their delivery; and

10.4.3 any bespoke order made to your specifications. Please note the majority of our orders are bespoke made to order with the exception of metalwork and glass fittings e.g. base channels, glass hinges, glass clamps, etc. Once glass is cut to size and toughened it cannot be altered.

10.5     If you are a consumer how long you have to change your mind depends on what you have ordered and how it is delivered.

10.5.1 If you’ve bought services you have 14 days after the day, we’ve accepted your order. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.

10.5.2 If you’ve bought goods you have 14 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery.

10.6     Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you are not a consumer who has a right to change their mind (see clause 10.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you are not a consumer who has changed their mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund reasonable compensation for the net costs we will incur as a result of your ending the contract.

1. How to end the contract with us

11.1     To end the contract with us, please let us know by contacting us using the contact details in the contact section above.

11.2     If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the goods in person, post them back to the address we provide within United Kingdom or (if they are not suitable for posting) arrange for a courier to send them to us. Please call or email us for a return label. If you are a consumer exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

11.3     We will pay the costs of return:

11.3.1  if the products are faulty or misdescribed; or

11.3.2 if you are ending the contract because you have a legal right to do so as a result of something we have done wrong.

11.4     In all other circumstances (including where you are a consumer exercising your right to change your mind) you must pay the costs of return.

11.5     If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. The costs of collection will be the rate charged by a specialist third party glass courier.

11.6     If you are entitled to a refund under these terms we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

11.7     If you are exercising your right to change your mind:

11.7.1 We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a workshop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

11.7.2 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.

11.7.3 Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.

11.8     We will make any refunds due to you as soon as possible. If you are a consumer exercising your right to change your mind then:

11.8.1 If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or. For information about how to return a product to us, see clause 11.2.

11.8.2 In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

1. Our rights to end the contract

12.1     We may end the contract for a product at any time by writing to you if:

12.1.1 you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;

12.1.2 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example; delivery information, contact number or clarification on the required specification;

12.1.3 you do not, within a reasonable time, allow us to deliver the products to you or collect them from us; or

12.1.4 you do not, within a reasonable time, allow us access to your premises to supply the services.

12.2     We may end the contract for a product at any time by writing to you if we are unable to provide the goods or services.

12.3     If we end the contract in the situations set out in clause 12.1 and 11.2 we will refund any money you have paid in advance for products we have not provided but if we end the contract in a situation set out in clause 11.2 we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

1. If there is a problem with the product

13.1     If you have any questions or complaints about the product, please contact us using the details set out in the contact section above.

1. Your rights in respect of defective products if you are a consumer

14.1     If you wish to exercise your legal rights to reject defective products you must either return them in person, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please contact us for a return label or to arrange collection.

1. Your rights in respect of defective products if you are a business

15.1       If you are a business customer we warrant that on delivery any products which are goods shall:

15.1.1  conform in all material respects with their description; and

15.1.2  be free from material defects in design, material and workmanship;

15.2     Subject to clause 15.4, if:

15.2.1 you reject the products or clearly mark the delivery note with the defects and give us notice in writing within 24 hours of delivery that a product does not comply with clause 15.1;

15.2.2  we are given a reasonable opportunity of examining such product; and

15.2.3  you return such product to us at our cost,

we shall, at our option, repair or replace the defective product, or refund the price of the defective product in full.

15.3     You should only reject the full delivery if none of the products comply with clause 15.1. If you refuse a delivery with any undamaged items on it you will be charged for the return and the redelivery of those items.

15.4     We will not be liable for a product's failure to comply with clause 15.1 if:

15.4.1 you make any further use of such product after giving a notice in accordance with clause 15.2.1;

15.4.2 the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the product or (if there are none) good trade practice;

15.4.3 the defect arises as a result of us following any drawing, design or specification supplied by you;

15.4.4  you alter or repair the product without our written consent; or

15.4.5 the defect arises as a result of fair wear and tear, wilful damage, negligence, or abnormal working conditions.

15.5     Except as provided in this clause 15, we shall have no liability to you in respect of a product's failure to comply with the warranty set out in clause 15.1.

15.6     These terms shall apply to any repaired or replacement products supplied by us under clause