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Made-to-measure glass is cut for your opening, so the statutory 14-day change-of-mind cancellation right does not apply. Faulty or incorrectly supplied glass has separate remedies. Stock items bought at a distance can normally be cancelled within 14 days after delivery. If glass arrives damaged, report it promptly and do not fit it. Photos help if safe to take; they are not compulsory. Damaged in transit? We remake it, free.
What are my legal rights to cancel?
Your statutory rights come from the law, not from us, and nothing in our own terms takes them away. In short:
- Stock items. For a consumer distance purchase of stock items, you can normally cancel within 14 days after delivery without giving a reason.
- Made-to-measure glass. Glass cut to your sizes is made to your specification. It is excluded from the change-of-mind cancellation right under the Consumer Contracts Regulations 2013, regulation 28(1)(b). Faulty or incorrectly supplied goods have separate remedies.
- Faulty or wrong goods. Faulty or incorrectly supplied goods remain covered by your statutory rights, whether they are stock items or made to measure.
Do you have your own returns policy as well?
Yes, for stock items. On top of your statutory rights, we accept eligible unused stock items in the same condition: a full refund within 7 days of the invoice date, or a refund less 20% restocking from days 8 to 28. After 28 days a manager may accept a return at their discretion. Made-to-measure glass is not covered, and a restocking charge is never taken from a statutory cancellation refund or a faulty-goods remedy. Cancelling an order for stock items explains both routes.
Because made-to-measure glass cannot be resold, check your sizes and your drawing carefully before you confirm an order. Our guides on measuring an opening and drawings and checks show you how.
What if my glass arrives damaged?
Damaged in transit? We remake it free of charge, or refund it if you would rather.
To help us put it right quickly:
Step 1: Check the glass as soon as it arrives
Look along every edge and corner for chips and cracks, check the faces for scratches, and check the size against your order.
Step 2: Take photos
If safe, photograph the damage, whole piece and packaging label. Do not handle fragments or put yourself at risk; photos are not compulsory.
Step 3: Report it straight away
Use "Report damage or a problem" on your order tracking page, or contact us with your order reference, as soon as you see the damage. Do not wait until the fitting day.
Step 4: Do not fit it
Keep the damaged piece safe and out of the way. Do not fit damaged glass.
The same applies if a piece is the wrong size or shape from what you ordered: tell us straight away, before fitting. If we get it wrong, we put it right.
How do I cancel an order?
Use our cancellation form, or contact us by email or phone. A clear statement is enough; the form is optional. Give us:
- your order reference
- the goods you want to cancel
- the date you ordered them, or the date you received them
- your address
Sending the form passes a cancellation notice to our team. It does not automatically stop production or issue a refund. We check the order and confirm the next steps with you. If your order is made to measure and you have changed your mind, tell us as early as possible.
How will I get my refund?
By default, a refund goes back the way you paid. A card payment online goes back to that card, and a card payment at the counter goes back through the card machine. A statutory refund uses the original payment method unless you expressly agree otherwise. A credit note records an invoice adjustment; it is not itself a cash refund.
Choose the route that describes the problem
An unwanted stock item, an incorrect supply and a damaged pane are different cases, so say which it is. On a mixed order, name each affected line. Follow cancelling a stock item, reporting damage in transit or wrong or missing items. Refunds explains how long a refund takes.
Where to go next
Request a cancellation or contact us about a damaged or wrong piece.
Questions we get asked
Can I return made-to-measure glass if I change my mind?
Made-to-measure glass is excluded from the 14-day cancellation right, because it is cut for your opening. It is still covered if it is faulty or not as described.
How long do I have to report damage?
Please report transit damage within 14 days of delivery, and before you fit the glass, so we can investigate promptly. Reporting later does not remove your statutory rights.
Do I need to use the cancellation form?
No. A clear statement by email or phone is enough. The cancellation form is just an easy way to send it.
How do I return a stock item?
Ask us before you send anything back, and we confirm the return address and how to pack it. See returning hardware.
Contact the team with your order reference and the step you need help with, or search all help topics.