Glass Collection Policy

Collection is available by prior arrangement only. Wait until we confirm that your complete order has passed inspection and is ready, then bring your order details, suitable upright glass transport, restraints, padding and enough help to handle the glass safely.

This page explains the collection process in full. Please contact us before travelling if you have any questions or need to arrange collection of large or heavy units.

Collection from Our Barking Workshop

Customers may collect completed orders directly from our production and collection facility in Barking, East London.

Collection address:
Unit 1
113 River Road
Balmoral Trading Estate
Barking, London
IG11 0EG

Collection is available by prior arrangement only. Please do not travel to the workshop until you have received confirmation that your complete order has passed inspection and is ready for collection.

Collection Lead Times

The following lead times are estimates and begin once:

• The order has been accepted by us;
• Full payment or an approved trade-account arrangement is in place;
• All required dimensions, specifications and supporting information have been supplied; and
• Any queries concerning the order have been resolved.

Express collection

For orders of approximately two to three standard sealed glass units that do not contain toughened, laminated, specialist or decorative glass, the typical collection time is within 24 hours.

Express production is subject to capacity, material availability and order approval. It must be confirmed at the time of ordering.

Standard sealed units

For larger quantities of standard sealed glass units, the typical collection time is two to three working days.

Toughened, laminated, decorative or specialist units

For toughened, laminated, obscured, decorative, Georgian bar, leaded, shaped, processed or otherwise specialist glass units, the typical collection time is three to five working days.

Certain specialist products may require longer. Where this applies, the expected lead time will be shown or confirmed separately.

Lead-time conditions

Lead times are estimates rather than guaranteed completion dates unless we expressly confirm a guaranteed date in writing.

Production may be affected by:

• Material availability;
• Specialist processing requirements;
• Large or complex orders;
• Equipment breakdowns;
• Quality-control failures requiring remanufacture;
• Supplier or transport delays;
• Public holidays; or
• Circumstances outside our reasonable control.

We will notify you when your order is ready. Please arrange installers, labour or site access only after receiving this confirmation.

Collection Hours

Monday to Friday: 9:00 AM–5:00 PM
Saturday: 9:00 AM–3:00 PM
Sunday and public holidays: Closed

Collection hours may change during public holidays or exceptional circumstances. All collections must be pre-booked. Please wait for a confirmed collection appointment before travelling to the facility.

Before Travelling

Before arriving, please ensure that:

• You have received a “ready for collection” notification;
• A collection time has been agreed where required;
• Any outstanding balance has been paid and cleared;
• Your vehicle is suitable for safely transporting glass;
• You have appropriate restraints, racks, padding and protective materials; and
• You have arranged sufficient help to handle the order safely.

We are not responsible for travel costs, lost time, installation delays or other expenses resulting from a customer arriving before the order has been confirmed as ready.

Proof of Order and Authorised Collectors

The person collecting must provide the order number, invoice, collection confirmation or another form of proof reasonably requested by our team.

Where somebody else is collecting on behalf of the customer, the customer should provide their name and authorisation before collection.

We may refuse to release an order where:

• The collector cannot provide adequate order information;
• We cannot verify that the collector is authorised;
• Payment remains outstanding;
• The collection vehicle or transport arrangement appears unsafe; or
• Releasing the order would create a health and safety risk.

We will not be responsible for any loss caused by releasing an order to a person who presents valid order details and whom we reasonably believe to be authorised by the customer.

Payment Before Collection

Unless the customer has an approved trade-credit account with us, all outstanding amounts must be paid in full and cleared before the goods can be released.

Showing evidence that a bank transfer has been initiated may not be sufficient where the payment has not reached our account. We reserve the right to retain goods until all sums relating to the relevant order have been paid.

Suitable Transport and Safe Handling

Glass must be transported:

• Upright and not laid flat;
• On an appropriate glass rack, frame or support;
• Properly restrained to prevent movement;
• Protected from contact with hard surfaces;
• Separated using appropriate padding or protective materials; and
• In a vehicle capable of carrying the size and weight safely.

The customer is responsible for determining whether their vehicle, rack, restraints and handling arrangements are suitable. Unsafe transport methods may result in the collection being refused or delayed. This is intended to protect the collector, our staff, other visitors and the glass itself.

We accept no responsibility for vehicle damage, overloading, insecure loads, transport offences or losses resulting from unsuitable transport arrangements.

Loading Assistance

Unless expressly agreed in advance, we do not provide general loading labour or guarantee that staff will be available to load customers’ vehicles.

Collectors must bring enough physically capable people to handle the size, weight and quantity of glass being collected.

Any assistance voluntarily provided by our staff does not transfer responsibility for:

• The suitability of the vehicle;
• The glass rack or restraints;
• Securing the load;
• The customer’s handling method; or
• Safe transportation after collection.

Our staff may stop or refuse loading where they reasonably believe the method is unsafe. Mechanical lifting or specialist loading must be arranged in advance and may be subject to an additional charge.

Inspection Before Collection

All orders undergo internal quality checks before being released. However, the customer or authorised collector must inspect the goods before they are loaded.

The inspection should include, where reasonably possible:

• Number of units;
• Overall dimensions;
• Glass specification;
• Spacer-bar colour;
• Glass type and pattern;
• Georgian bars, leadwork or decorative details;
• Visible scratches, chips, cracks or impact damage;
• Edge condition;
• Unit orientation;
• Holes, notches, cut-outs and processing; and
• Any other clearly visible defect or discrepancy.

Any visible damage, shortage or discrepancy should be reported to a member of our team before the order leaves the premises. Where a visible issue is identified, it should be recorded on the collection paperwork or by photographs before loading.

Signing a collection note confirms receipt of the quantities listed and acceptance of the goods’ visible condition, subject to any issue specifically recorded at collection. This inspection requirement does not remove any applicable statutory rights concerning defects that could not reasonably have been identified during collection.

Responsibility After Collection

Responsibility for the safe handling, loading, securing, transport, unloading, storage and installation of the goods passes to the customer when the goods are released into the physical possession of the customer or their authorised collector.

We are not responsible for damage occurring after collection as a result of:

• Incorrect lifting or handling;
• Laying units flat;
• Inadequate support or restraints;
• Units striking each other;
• Unsafe loading;
• Vehicle movement;
• Road vibration or impact;
• Incorrect storage;
• Exposure to unsuitable conditions;
• Site handling;
• Alteration or processing by another party; or
• Incorrect installation.

Nothing in this policy excludes liability that cannot lawfully be excluded.

Breakages During Loading

Where the customer or their representative is loading the order, any breakage caused by their handling, equipment, vehicle or loading arrangement will be their responsibility.

Where we have expressly agreed to undertake loading, responsibility will be assessed according to how the damage occurred and any applicable legal rights. All loading damage must be brought to our attention immediately and before the vehicle leaves the facility.

Measurements and Customer-Supplied Specifications

Glass units are manufactured to the measurements, drawings and specifications approved or supplied with the order. The customer is responsible for checking:

• Width, height and thickness;
• Whether dimensions are entered in the correct order;
• Glass type;
• Spacer-bar specification;
• Toughened or laminated safety-glass requirements;
• Obscure-glass pattern and orientation;
• Coating orientation;
• Georgian-bar layouts;
• Lead designs;
• Hole and cut-out positions;
• Shape templates; and
• Any other order-specific details.

Where measurements or specifications were supplied by the customer, we are not responsible if the manufactured product does not fit because the information supplied was incorrect or incomplete.

We remain responsible where goods have not been manufactured in accordance with the specifications accepted by us, subject to applicable manufacturing tolerances.

Collection of Large or Heavy Units

Large, oversized or heavy glass units may require:

• Additional collectors;
• Specialist lifting equipment;
• A purpose-built glass rack;
• A larger vehicle;
• Mechanical handling; or
• A separately arranged collection time.

Customers should ask us for the approximate weight where this is relevant to safe collection. We may postpone or refuse collection if the number of people, vehicle or handling equipment is unsuitable for the order.

Personal Protective Equipment and Workshop Safety

Visitors must follow all instructions given by our staff. Appropriate footwear must be worn. Open-toed shoes, sandals and other unsuitable footwear are not permitted in loading or workshop areas.

Depending on the collection, collectors may also require suitable:

• Glass-handling gloves;
• Eye protection;
• High-visibility clothing; and
• Other personal protective equipment.

Children and animals must remain outside production and loading areas and should not be left unattended in vehicles. Smoking, vaping, photography and filming may be prohibited within operational areas.

Access to the Workshop

Customers and visitors must remain within designated reception and collection areas. Access to manufacturing, storage or production areas is not permitted unless:

• A member of our staff has authorised access;
• The visitor is accompanied; and
• All relevant safety instructions are followed.

We may ask any visitor who fails to follow safety procedures to leave the premises.

Collection Deadline

Orders should normally be collected within five working days after the customer is notified that they are ready. Where collection cannot be completed within this period, the customer should contact us promptly to agree a later date.

Storage space is limited, particularly for large and fragile custom-made units.

Storage Charges and Uncollected Orders

Where an order remains uncollected after the stated collection period, we may apply a reasonable storage charge. Any applicable storage charge and the date from which it will apply will be communicated to the customer before or when the charge begins.

If an order remains uncollected for an extended period, we will make reasonable attempts to contact the customer using the contact details supplied with the order.

We may issue a final written collection notice specifying:

• The outstanding order;
• Any payment or storage amount due;
• A final reasonable collection deadline; and
• What may happen if the goods are not collected.

If the order remains uncollected after that deadline, we may take reasonable steps to dispose of, recycle or otherwise deal with the goods, subject to applicable law.

Disposal of an uncollected order does not automatically remove the customer’s responsibility for unpaid order costs, reasonable storage costs or reasonable disposal expenses. Because glass units are manufactured to individual specifications and may have little or no resale value, the customer should contact us immediately if collection will be delayed.

Changes to a Collection Appointment

Customers should provide as much notice as reasonably possible if they cannot attend an agreed collection appointment. Repeated missed appointments may require a new booking and may result in reasonable storage or handling charges where these have been communicated in advance.

We may change a collection appointment where necessary because of production, staffing, safety or operational issues. We will try to provide reasonable notice.

Split Collections

Orders will normally be released as a complete order. A partial or split collection may be allowed where:

• It has been agreed in advance;
• The relevant goods have passed inspection;
• Payment arrangements permit the partial release; and
• The split does not create a production, identification or storage problem.

Additional administration, packing or handling charges may apply where agreed in advance.

Faulty, Damaged or Incorrectly Manufactured Goods

Custom-made goods are not automatically returnable simply because the customer changes their mind or no longer requires them. However, this does not affect the customer’s legal rights where goods are:

• Faulty;
• Damaged before collection;
• Not as described;
• Not of satisfactory quality; or
• Not manufactured to the specification accepted by us.

Suspected manufacturing defects, internal unit defects or specification errors should be reported as soon as reasonably possible. The customer should:

• Keep the affected unit safely stored;
• Avoid installing or altering it where doing so may worsen the issue;
• Provide the order number;
• Provide clear photographs or videos;
• Describe the problem; and
• Allow us a reasonable opportunity to inspect the unit.

Where a valid manufacturing fault is confirmed, the available remedy will be determined by the applicable terms, warranty and legal rights.

We will not be responsible for defects caused by incorrect customer measurements, transport damage, mishandling, incorrect storage, site damage, alteration or improper installation.

Cancellations and Refunds

Most products we supply are made to the customer’s individual dimensions and specifications. Once production or specialist material procurement has begun, an order generally cannot be changed or cancelled simply because the customer has changed their mind.

Where a cancellation request is received before production begins, we will review whether cancellation is possible and whether any reasonable costs have already been incurred.

Custom-made status does not affect legal rights relating to faulty, damaged, misdescribed or incorrectly manufactured goods. Where an order contains stock products rather than custom-made products, different cancellation rights may apply.

Failure to Collect Is Not a Cancellation

Not collecting an order does not cancel it. The customer remains responsible for:

• The order price;
• Any outstanding balance;
• Reasonable storage charges that have been properly communicated; and
• Reasonable disposal or additional handling expenses where applicable.

No refund will be due merely because the customer has chosen not to collect correctly manufactured custom-made goods.

Delays Caused by Incorrect Information

Where production or collection is delayed because we are waiting for measurements, drawings, approvals, payment or clarification from the customer, the stated lead time may restart or be extended from the date the required information is received.

The customer is responsible for ensuring that the telephone number and email address supplied with the order remain correct.

Right to Refuse or Postpone Collection

We may reasonably refuse, stop or postpone a collection where:

• The order is not ready;
• Payment has not cleared;
• Identity or authority cannot be verified;
• The vehicle is unsuitable;
• The loading method is unsafe;
• Severe weather makes handling unsafe;
• The collector behaves abusively or dangerously;
• Workshop instructions are not followed; or
• Collection would breach a legal or safety requirement.

Where possible, we will explain the reason and assist the customer in arranging a safer alternative collection.

Trade Customers

Trade customers are responsible for ensuring that their employees, subcontractors, drivers and third-party couriers understand and follow this policy. The trade-account holder remains responsible for:

• Authorising collectors;
• Payment of the order;
• Providing suitable transport;
• Collection within the required period; and
• The conduct and safety arrangements of anyone collecting on its behalf.

Any separate written trade-account terms agreed with us will apply alongside this policy. Where there is a conflict, the specifically agreed trade-account terms will take priority to the extent permitted by law.

Third-Party Couriers

Customers may arrange a third-party courier or glass-transport company, subject to prior agreement. The courier will be treated as the customer’s authorised collector.

The customer is responsible for ensuring that the courier:

• Has the correct order details;
• Uses suitable glass-transport equipment;
• Understands the size and weight of the order;
• Arrives within the confirmed collection window; and
• Follows all site and safety procedures.

We are not responsible for losses caused by a courier selected or instructed by the customer after the goods have been handed over, except where liability cannot legally be excluded.

Statutory Rights

Nothing in this collection policy is intended to exclude or restrict any right or remedy that cannot lawfully be excluded or restricted.

Consumers may have additional statutory rights. Business customers may have rights under their contract and applicable business-to-business legislation.

Contacting Us About a Collection

Please contact us before travelling if you need to:

• Confirm whether an order is ready;
• Change an appointment;
• Authorise another collector;
• Arrange collection of large or heavy units;
• Discuss a delayed collection;
• Request a split collection; or
• Report a problem with an order.

Please quote your order number in all communications. Email sales@glazie.co.uk or call 0208 064 3994.

Policy Updates

We may update this collection policy from time to time to reflect changes to our operations, safety procedures or legal requirements.

The version applying to an order will normally be the version made available when that order was placed, unless a later change is required by law or relates solely to on-site health and safety.