Returns, refunds & cancellations

If you buy stock items as a consumer online, by telephone or by mail, you normally have 14 days after receiving them to tell us you wish to cancel, followed by 14 days to send them back. No reason is required. Goods made to your specification are excluded from this change-of-mind right (Consumer Contracts Regulations 2013, regulation 28(1)(b)), and checkout tells you so before you pay.

Goods bought in person at a branch counter carry no statutory change-of-mind right. Our additional voluntary returns policy below applies to eligible stock items bought at a branch counter too, and your rights if goods are faulty are the same however you bought them.

Send a clear statement using our optional cancellation form, or contact us at shop@sw-glass.co.uk or call us on 0207 751 0011. Include your order reference and the goods affected. You do not need our permission to give a cancellation notice.

We refund the price of the cancelled goods and, when the whole order is cancelled, the cost of our standard outbound delivery. An upgrade above standard delivery is not refundable under this right. There is no restocking fee.

We refund without undue delay and within 14 days after we receive the goods back or you provide evidence that you sent them, whichever happens first, unless we have offered to collect them. If we have offered collection, the refund is due within 14 days of your cancellation notice. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee.

You may inspect goods as you would in a shop. Where the law permits, we may reduce the refund for loss in value caused by handling beyond what is needed to establish their nature, characteristics and functioning. A blanket unused-only condition does not apply to statutory cancellation.

Contact us for the correct return address and safe handling instructions. Return costs depend on the information given before purchase and the reason for return; we will confirm the applicable arrangement. Do not send broken glass.

Where a statutory cancellation or faulty-goods remedy does not apply, our additional policy accepts eligible unused stock items in the same condition: within 7 days of the invoice date for a full refund, or from days 8 to 28 less 20% restocking. After 28 days, a manager may accept a return at their discretion. The last day of each window is included.

This additional policy does not replace consumer rights. Business purchases do not acquire consumer cancellation rights simply because they were placed online.

Glass made to your measurements is excluded from the statutory change-of-mind cancellation right. Under our additional policy you may request a free change or cancellation before production starts. Contact us promptly with the order reference; submitting a request does not itself stop cutting.

Faulty, damaged or incorrectly supplied bespoke glass remains covered by your statutory rights. A restriction in a returns screen must not be used to refuse a valid remedy. Tell our team so the issue is assessed through the claims process.

Tell us what is wrong using your order tracking page or contact our team. Your consumer rights include remedies where goods are faulty, not fit for purpose or not as described, including the short-term right to reject, which normally lasts 30 days from delivery. We will assess the remedy with you; a repair or replacement is not always a substitute for a refund you are entitled to.

Please report transit damage within 14 days so we can investigate promptly. This reporting request is not a deadline that removes statutory rights. Photos help if you can take them safely; never handle or return broken glass. We will agree safe collection or disposal where required.

Use the cancellation form for a cancellation notice, the claim option on your order tracking page for a delivery issue, or our contact form. You can also contact us at shop@sw-glass.co.uk or call us on 0207 751 0011. Have your order or invoice reference and proof of purchase ready if available.

Keep a copy of your notice and proof of posting. A refund confirmation records the amount and method; bank processing can take additional time. If you are unhappy with the response, see Complaints.