Guarantee
Product quality & your rights
Damaged in transit? We remake it, free. If we get your glass wrong, we put it right. All of this is in addition to your statutory rights, which are unaffected.
The promise
In our own words, as we already print them.
Damaged in transit? We remake it, free.
“If something is wrong, we would rather hear it from you than read it later. A pane that is not right gets remade, and the person who takes the call has the authority to sort it out. We publish our reviews as they come in, good and bad, because a merchant who only shows the good ones is telling you something.”
What it covers
Made-to-measure glass is cut for your opening, so the checks happen before cutting and on arrival.
We put right
- Glass damaged in transit: remade free.
- A piece that is not what you ordered: the wrong size or shape against your order and drawing, or holes and cut-outs in the wrong place.
- Faulty goods, stock or made to measure: your statutory rights cover them.
Good to know
- Every cut-to-size order is confirmed with a dimensioned drawing before anything is cut; check the sizes on it.
- We cut to plus or minus 2 mm.
- Made-to-measure glass has no 14-day change-of-mind right unless it is faulty or not as described (Consumer Contracts Regulations 2013, reg 28(1)(b)).
- Stock items bought at a distance can normally be cancelled within 14 days after delivery.
- Never fit damaged glass: toughened glass cannot be cut, drilled or repaired on site.
How to claim
Claims are made against the order, from its tracking page, with your photos attached.
Check on arrival
Every edge and corner, both faces, the size against your drawing, and every hole and cut-out.Take photos
Close up of the problem, the whole piece, and the packaging and label if you still have them.Report it on the order
Open your order with its reference, choose what went wrong and attach the photos. It goes to the team with your photos.Keep it safe, do not fit it
Keep the piece out of the way until we have sorted it out with you.
Open your order
The reference is on your order confirmation email. The order page has the claim form.
No reference to hand? Contact us with your name and postcode.
Guarantee terms
Last updated 22/10/2026
Goods that meet your order
Your goods must meet the applicable legal requirements for quality, fitness for purpose and description. This includes made-to-measure glass. Please tell us if something is faulty, damaged or different from the specification agreed with you.
Where we describe glass as toughened safety glass, it is toughened to BS EN 12150. Where we describe it as laminated safety glass, it is made to BS EN 14449. Where we state a safety-glass impact classification, it is to BS EN 12600. The product page says which applies to your glass.
Damaged in transit
Damaged in transit? We remake it free of charge, or refund it if you would rather. Tell us through the claim option on your order tracking page. Never return broken glass. See our returns, refunds and claims process.
Report a problem
Contact us with your order reference and a description of the issue. Photos help if safe to take. Never return broken glass. See our returns, refunds and claims process or contact the team.
Additional guarantees
If your product or order includes a manufacturer or service guarantee, its written terms explain the coverage and how to claim. Ask us for a copy. An additional guarantee never replaces or reduces your statutory rights, and you do not need one to exercise those rights.
Questions we get asked
What if my glass arrives damaged?
Tell us straight away with photos, and do not fit damaged glass. See returns and damage.
Can I return made-to-measure glass?
Made-to-measure glass is cut for your opening, so the statutory change-of-mind cancellation right does not apply. Faulty or incorrectly supplied glass has separate remedies. Your statutory rights for faulty goods are unaffected. See returns and damage.
Why is my order checked before it is cut?
Made-to-measure glass cannot be changed once it is cut and toughened, so you tick that you have checked the sizes, holes and cut-outs on the drawing, and you can ask for a correction before cutting. See your drawing and checks.
How accurately do you cut?
We cut to plus or minus 2 mm unless your drawing shows a different figure, and every order is confirmed with a dimensioned drawing before anything is made.