Returns & Cancellations

We aim to make everything as clear and straightforward as possible.

As many of our products are made to order, returns and cancellations work slightly differently to standard off-the-shelf items.

I cancel my order?

You can cancel your order:

Before production begins – a full refund will be issued.
After production has started – cancellation may not be possible, or costs incurred up to that point may be deducted.

We'll always let you know when your order enters production.

Do I have a 14-day cancellation period?

Under the Consumer Contracts Regulations 2013, the statutory 14-day cancellation period does not apply to goods that are made to your specifications or are clearly personalised.

This means that many of our bespoke products are exempt from the usual "change of mind" cancellation rights.

If you're unsure whether a product qualifies, please contact us before placing your order.

Can I return a made-to-order product?

Made-to-order and bespoke products are manufactured specifically to your requirements and cannot normally be resold.

For this reason, we are unable to accept returns unless the item is faulty, damaged, not as described or otherwise covered by your statutory rights.

Trade Customers

Unless otherwise agreed in writing, trade orders for made-to-order, bespoke or special-order products are non-returnable except where goods are faulty, damaged on delivery or supplied incorrectly.

What if my item is faulty or damaged?

Your rights under the Consumer Rights Act 2015 are fully protected.

If your goods are:

Faulty
Not as described
Not of satisfactory quality
Not fit for purpose

You may be entitled to a repair, replacement or refund, depending on the circumstances.

Please notify us within 48 hours of delivery if there is any visible damage, shortage or delivery issue.

Concealed damage, defects or specification issues should be reported within 7 days of delivery.

Please also see our Delivery Information page for guidance on inspecting your order on arrival.

We may request photographs to help us assess and resolve the issue as quickly as possible.

We may also ask you to retain the product and its packaging, or make the product available for inspection or collection where reasonably required.

Important: Glass must not be installed if a fault is present. Installation of a product generally confirms that it has been accepted in satisfactory condition unless the defect could not reasonably have been identified beforehand.

How do returns work if approved?

If a return is authorised:

We will confirm the return process in writing.
Items should be returned in their original packaging where possible.
Goods must not have been installed, modified or damaged.

Unauthorised returns cannot be accepted.

Can I return standard (stock) items?

Some standard stock items may be eligible for return.

To qualify:

You must notify us within 14 days of delivery.
A reasonable collection and handling charge may apply, depending on the size, weight and nature of the product being returned.

Returned items must:

Be unused and in original condition.
Be returned in their original packaging where possible.
Not have been installed, modified or damaged.

Please contact us before arranging any return.

Can I return samples?

If you wish to return a sample:

Notify us within 14 days of delivery.
Return postage is the customer's responsibility.
Samples must be unused and returned in good condition, any refunds will be issued once the returned sample has been received and inspected.

We recommend using a tracked service, as we cannot be responsible for items lost or damaged in transit.

Where a refund is approved, any original delivery, packaging and handling charges will not be refunded.

What about measurements and approvals?

All products are manufactured based on the measurements and specifications you provide and approve.

Before production begins, we will send a confirmation for you to review carefully.

Production will only begin once we receive your approval.

Please take time to carefully check all dimensions, glass types, hardware finishes, handedness, cut-outs and any other specifications before giving approval.

If you need help before approving your order, please see our Measuring Guides or contact us.

If anything is unclear, we are always happy to help before you confirm your order.

What happens if there is a mistake?

If a product does not match the approved order specification due to an error on our part, we will arrange an appropriate repair, replacement or refund in accordance with your statutory rights.

Once measurements and specifications have been approved, we cannot accept responsibility for errors in information supplied or approved by the customer.

Taking a little extra time to double-check your details helps ensure everything fits perfectly.

Can I make changes after approval?

Once production has started:

Orders cannot usually be cancelled.
Changes may not be possible.

Where changes can be accommodated:

Additional charges may apply, any additional costs will be confirmed before work proceeds.
Lead times may be extended.

Installation

We recommend only arranging installation once all goods have been received, inspected and confirmed as satisfactory.

Do not dispose of any packaging until you are satisfied that your order is complete and free from damage.

We cannot accept liability for any:

Installation costs
Removal costs
Reinstallation costs
Contractor charges
Project delays
Consequential losses

Can I refuse delivery?

If your order arrives damaged, appears incorrect or there is another genuine issue, please contact us as soon as possible before refusing delivery where practical.

Refusing delivery without contacting us first may delay the resolution of your claim.

We will always work with you to resolve any genuine issue as quickly as possible.

When will I receive my refund?

Where a refund is agreed, it will normally be processed to your original payment method within 14 days of us agreeing the refund or receiving the returned goods, where applicable.