Terms & conditions

This website is operated by SW Glass Fulham Ltd. Registered in England and Wales, company number 10811331. Our registered office is 671A Fulham Road, London, SW6 5PZ.

Contact us at shop@sw-glass.co.uk or call us on 0207 751 0011, or use our contact form.

• Fulham — 671A Fulham Road, London, SW6 5PZ.
• Park Royal — Unit 10 Cumberland Ave, London, NW10 7QL.

Our branches trade as these companies:

• SW GLASS FULHAM LTD (Fulham): registered in England and Wales, company number 10811331; registered office 671A Fulham Road, London, SW6 5PZ; VAT number 271819780.
• SW Glass Ltd (Park Royal): registered office Suite 401/402, Cumberland House, 80 Scrubs Lane, London, NW10 6RF; VAT number 832594514.

These terms apply to website orders. The company you contract with is the one named on your invoice. Consumer statutory rights take priority over any voluntary returns policy or business-account terms.

See Branches for current opening hours before travelling.

Check your product, finish, quantities, dimensions and delivery details before placing an order. Your order confirmation records the agreed goods and payment arrangements. Any deposit, remaining balance or approved account terms will be shown in your order documents; a quote is not proof of payment.

Glass made to your measurements or specification is excluded from the statutory 14-day change-of-mind cancellation right (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, regulation 28(1)(b)). We tell you this at checkout, before you pay. This does not exclude remedies for faulty, damaged or incorrectly supplied glass. You can ask to change or cancel bespoke work free of charge before production starts; contact us promptly so we can check its status.

Check any technical drawing we ask you to approve. Approval records your specification and does not remove your statutory rights or excuse an error by us. For stock-item cancellation and refunds, see Returns & refunds. You can send a notice using our optional cancellation form.

The measurements you give us are your responsibility. We make your glass to the sizes and details you enter or send us and confirm on the technical drawing, so please measure carefully and check the drawing before you approve it. If you would rather we measured, use Book a measure: where we take the measurements, getting them right is our responsibility.

Glass is cut and processed to the tolerances shown on your technical drawing. A piece made within those tolerances matches your order.

The goods remain ours until we have been paid for them in full. They are at your risk once they are delivered to you or to someone you ask us to deliver to, or once you collect them.

Prices on the site are shown to retail customers and to visitors who are not signed in including VAT at 20%. Signed-in trade accounts see ex-VAT prices, because that is how the trade quotes among itself. You can switch the display either way at any time with the VAT toggle, and your choice sticks.

Whichever way the site is displaying prices, the amount we charge is always the VAT-inclusive total, and every invoice, quote and credit note shows net, VAT and gross in full.

The total you see before you pay includes delivery. The delivery charge is worked out on our side from your postcode — it is never a figure supplied by your browser — and the number shown at checkout is the number taken.

Once you have paid, your price is locked. If our system finds any difference between the amount authorised and the amount invoiced, it refuses the order and refunds you in full rather than charging one number and invoicing another.

We correct genuine errors. If a price is obviously wrong we will tell you before we take the order further and give you the choice of paying the right price or cancelling for a full refund.

Deliveries are kerbside: our driver brings the glass to the nearest safe point at your address, not through the building.

Where an order includes a panel over 30kg or over 2 metres on any side, the site tells you at checkout, before you pay, that you need at least two people at your end to take it in safely. Laminated units are heavier than they look — treat them the same way.

Collection is free from our Fulham branch. We email you when your order is ready, and we check identity at the counter when you collect.

Full detail, including how our lead times are worked out, is on the Delivery page.

Glass sometimes arrives damaged. When it does, we want a photo, not the broken piece.

Tell us within 14 days of delivery. Use the claim form on your order tracking page — the link is in your confirmation email — and choose damaged, wrong item or missing. Photos are not compulsory but they are the fastest route to a decision, so please add them if you safely can.

Never return broken glass to us. It is dangerous to handle and to carry. We will tell you how to dispose of it safely.

Damaged in transit? We remake it free of charge, or refund it if you would rather. A member of our team will pick up your claim. Claims are tracked, and one that has not been picked up is escalated internally.

Reporting later than 14 days does not remove your statutory rights. Faults that could not reasonably have been spotted on delivery are covered by the Consumer Rights Act 2015 regardless of this window.

Consumer distance-sale cancellation and faulty-goods remedies are separate from our voluntary returns policy. A voluntary restocking charge must never be deducted from a statutory cancellation refund.

Our voluntary stock-item policy offers a full refund within 7 days of the invoice date and a refund less 20% restocking from days 8 to 28, for eligible unused items. After 28 days, acceptance under this additional policy is at our discretion. These limits do not restrict statutory rights.

Made-to-measure glass is excluded from change-of-mind returns once production starts. Faulty or incorrectly supplied bespoke glass remains covered. See Returns & refunds for the full process.

Your goods must be of satisfactory quality, fit for their purpose and as described. Any additional service or manufacturer guarantee supplements these rights. See our guarantee information and returns and claims process.

Where we sell glass as toughened safety glass, it is toughened to BS EN 12150; laminated safety glass is made to BS EN 14449. The product page says which applies to your glass.

We have two price levels: retail, and trade. Trade pricing applies once a trade account is approved and you are signed in.

A trade account does not automatically mean credit. Credit terms are agreed per account — a payment period in days and a credit limit, both recorded against your account — and only accounts with agreed terms see the Pay on account option at checkout. Everyone else pays at the time of ordering.

Where you pay on account, invoices fall due within the agreed number of days from the invoice date. We may decline further orders on account, or ask for payment up front, where the limit is reached or an invoice is overdue. Balances carried over from our previous system are shown on your statement as brought forward.

You can save a card to your trade account for invoices to be charged automatically when they fall due. That is opt-in, the wording you agree to is stored with the mandate, and you can revoke it at any time from your account page.

If a business customer pays an invoice late, we may claim statutory interest and fixed-sum compensation under the Late Payment of Commercial Debts (Interest) Act 1998: interest at 8% a year above the Bank of England base rate, and a fixed sum of £40, £70 or £100 depending on the size of the debt.

We do not, and cannot, exclude our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow to be excluded — including your statutory rights as a consumer.

Beyond that, we are responsible for loss that is a foreseeable result of us breaking this contract. We are not responsible for loss that is not foreseeable, and we are not responsible for the work of a third party you engage — glass is a fitted product and installation is usually not ours.

Where we provide a service, such as measuring, templating or delivery, we carry it out with reasonable care and skill, as the Consumer Rights Act 2015 requires.

Where you are buying as a business, our liability in connection with an order is limited to the amount you paid for it, and we are not liable for loss of profit, loss of contract or business interruption.

This section is under review by our solicitor. If you are relying on it for anything important, please contact us first and we will confirm the position in writing.

We use the information needed to quote, supply, deliver and support your order. Our privacy policy explains the purposes, recipients and retention of that information. Our cookie policy explains your device-storage choices.

If something has gone wrong, tell us and a member of our team will pick it up and reply on whichever channel you contacted us — email, phone, the site chat, a message, or in person at a branch.

How to raise a complaint, what happens next and where you can take it if we cannot resolve it are set out on the Complaints page.

These terms are governed by the law of England and Wales, and disputes about them can be brought in the courts of England and Wales.

If you live in Scotland or Northern Ireland you can also bring proceedings in your own country's courts. Nothing here takes away the protection of the consumer law that applies where you live.

These terms are kept under review and we update them as the business changes. The date this page was last updated is shown at the top.

Orders are governed by the terms in force on the day you place them — a later change to this page does not alter an order you have already made.

This policy is kept under review; contact us with questions at shop@sw-glass.co.uk or call us on 0207 751 0011. If anything here is unclear, ask us before you order rather than after.