Returns, Cancellations and Replacements Policy

1. About This Policy

This policy explains when an order may be reviewed, amended, cancelled, returned, replaced, remanufactured or refunded. It applies to orders placed through our website, customer or Trade Account, configurator, AI document-upload service, AI Assistant, saved or repeated order, accepted quotation, email or telephone where accepted, or another method approved by us.

It forms part of our Terms and Conditions of Sale and should be read with our Delivery Policy and Collection Policy. Nothing here excludes or restricts a consumer right or remedy that cannot lawfully be excluded or restricted.

2. Contact Details

GLAZIE LTD
Unit 1
113 River Road
Balmoral Trading Estate
Barking
London
IG11 0EG

Email: sales@glazie.co.uk
Telephone: 0208 064 3994

Please quote your order number in all communications.

3. Made-to-Measure Products

Most products we supply are made specifically for the customer, including double- and triple-glazed sealed units, single panes, toughened or laminated glass, coated, acoustic, solar-control, obscure and decorative glass, Georgian-bar and leaded units, shaped or processed glass, mirrors, shelves and table tops.

They are made to dimensions, specifications, drawings, templates or selections supplied or approved by the customer. Because they normally cannot be resold, they cannot usually be cancelled or returned merely because the customer changes their mind.

This does not affect rights where products are faulty, damaged, misdescribed or not manufactured to the specification accepted by us.

4. Order Review Window

Where available, we provide a short voluntary Order Review Window after payment and before release to production. Its duration is shown at checkout or in the review communication and is currently approximately 30 minutes.

During it, the customer may check the complete order, correct eligible details, request an amendment, approve immediately or cancel before production. It ends early if the customer approves. On expiry or approval, production may begin immediately.

This voluntary service does not create an ongoing right to change or cancel bespoke products after approval or release.

5. Cancelling During the Order Review Window

An eligible order may normally be cancelled for a full refund through the review link where the request arrives before expiry, the customer has not approved, and production has not begun with their authority. Refunds normally return to the original payment method; bank and provider processing times vary.

6. Cancelling or Changing an Order After Approval

Once an order is approved, automatically confirmed after the Review Window, released, allocated bespoke materials or started in manufacture, it normally cannot be cancelled or changed.

A customer is not normally entitled to cancel, return or receive a refund because they changed their mind; no longer need the product; ordered too many or duplicates; supplied incorrect or reversed dimensions; selected the wrong glass, thickness, spacer, pattern or orientation; supplied a wrong drawing or template; approved incorrect AI extraction; cannot install, receive or collect; face a site delay; or find that correctly made Goods do not fit.

7. Requests to Amend an Order

Contact us immediately after discovering an error. We may consider an amendment if production has not progressed too far, but cannot guarantee one.

Where possible, the customer may pay price differences, purchased or processed materials, completed work, remanufacture, administration, delivery and other reasonable change costs. An amendment applies only when confirmed by us in writing; a call, chatbot message or request alone does not alter the order. Our revised written specification controls.

8. Customer Responsibility for Order Accuracy

Before payment and during any Review Window, check width, height, quantity, overall and individual thickness, composition, toughened, laminated and safety requirements, coatings and performance, spacer and cavity, gas, pattern and orientation, decoration, shapes, holes, cut-outs, notches, edges, delivery, collection and every order-specific requirement. Check measurements at least twice and use a competent installer where needed.

9. Customer Measurement Errors

We do not normally provide a refund, replacement or free remake where the product correctly follows customer-approved measurements. This includes wrong size, reversed dimensions, missing fitting clearance, wrong thickness, processing position, inaccurate template, wrong frame information or copied-document errors.

A replacement may be purchased. Any discretionary discount is not guaranteed and creates no future entitlement.

10. AI Upload and AI-Assisted Orders

Customers may upload cutting lists, job sheets, handwriting, photographs, PDFs, drawings, spreadsheets and other documents. AI may extract dimensions, quantities and specifications but can misread, reverse, omit, duplicate, infer or misinterpret information.

Customers must review and approve every extracted item. Approved data becomes the confirmed manufacturing instruction. We do not normally provide a free replacement or refund where incorrect AI information was clearly available for review and then approved. This does not apply where the finished product differs from the approved order.

11. Repeat Orders and Saved Specifications

Before repeating, confirm dimensions, opening, specification, availability, address and quantity. The repeat feature copies stored information; it does not remeasure or confirm continued suitability. We are not responsible where a correctly repeated order no longer suits the project.

12. Change-of-Mind Returns

Made-to-measure Goods cannot normally be returned because the customer dislikes them, changes their mind or supplier, no longer needs them, redesigns or cancels the project, leaves the property, chose incorrectly or found a cheaper option. The ordinary online change-of-mind period does not normally apply to goods made to specification or clearly personalised.

13. Standard or Non-Bespoke Products

Different rights may apply to standard non-bespoke products. Where applicable, consumers will receive the cancellation period, method, return procedure, costs and exclusions. An item is not bespoke merely because it was bought with made-to-measure glass.

14. Faulty, Damaged or Incorrect Products

Made-to-measure status does not remove rights where a product is faulty, damaged before risk passes, misdescribed, unsatisfactory, unfit for an agreed purpose or not made to the accepted specification.

We will investigate products outside dimensional tolerance, supplied in the wrong type or thickness, materially different in decoration, incorrectly processed, damaged before or during delivery, affected by a confirmed sealed-unit defect or otherwise inconsistent with the accepted order.

15. What Is Not Necessarily a Fault

Characteristics within applicable standards and tolerances do not automatically constitute defects. These can include minor dimensional or spacer variation, optical distortion, roller wave, bow, anisotropy, tint or reflection differences, coating appearance, decorative batch variation, pattern positioning, lead or bar variation, differences from older units, unusual-viewing effects and other recognised characteristics. Assessment uses the product specification, tolerances and inspection standard.

16. Reporting Visible Damage

Inspect on delivery or collection. Report visible damage, shortages or obvious discrepancies immediately to the driver or collection team, record them where possible and contact us promptly with photographs. Reporting within 24 hours is preferred because it helps establish cause, but failure to do so does not remove any consumer right that cannot lawfully be restricted.

17. Reporting Concealed or Manufacturing Defects

Report a suspected concealed or manufacturing defect as soon as reasonably possible after discovery. Provide the customer name, order and unit reference, description, discovery date, photographs or video, label, installation status and relevant installation or storage details. We may request evidence or inspection.

18. Do Not Install a Visibly Incorrect or Damaged Unit

Do not install, alter or process a visibly cracked, chipped, wrong-sized, wrong-specification, incorrectly processed or unsuitable unit. Contact us first. Installation may obscure cause, worsen damage, prevent inspection, increase costs or affect a remedy where reasonable care was not taken. Non-excludable rights remain.

19. Evidence Required for a Claim

We may require proof of purchase, order number, whole-unit and close-up photographs, label, measurement photographs, packaging or delivery condition, frame or installation, original drawing or template, installation and storage details, or inspection access.

Retain the affected product until we confirm whether inspection, return or disposal is needed. Premature disposal may prevent verification.

20. Assessment and Inspection

We may approve a replacement, remake or refund; request evidence or remeasurement; inspect; request return or retention; or reject with an explanation. A request for evidence is not acceptance or rejection of liability.

We aim to investigate within a reasonable time. Complex issues may involve our manufacturing team, supplier, specialist processor, delivery provider or independent assessor.

21. Remedies Where We Made an Error

Where we confirm our manufacturing or supply error, the appropriate remedy may be remake, replacement, repair, price reduction or refund. We consider the issue, available remedy and time, affected portion, customer type and statutory rights.

A whole-order refund is not automatic where only one unit is affected unless law or circumstances require it.

22. Remanufacture and Replacement

A replacement follows the confirmed correct specification and carries no charge for our confirmed manufacturing error. The customer must clarify promptly; we will provide a new estimate; the original may need return or inspection; and fulfilment will be agreed.

Lead times depend on materials, toughening, lamination, decoration, coatings and capacity. We aim to complete valid consumer remedies within a reasonable time and without significant inconvenience.

23. Refunds for Confirmed Faults

An appropriate refund normally returns to the original method, is limited to affected products and associated sums where only part is affected, follows any necessary inspection, respects consumer rights and is issued without unreasonable delay after approval. Provider timing varies. If the method is unavailable, we may request evidence before using another.

24. Return Costs for Faulty Consumer Goods

Reasonable return arrangements and costs for validly rejected consumer Goods are handled under consumer law. Do not arrange expensive specialist transport without contacting us unless urgently needed for safety. We may collect, request return to Barking, agree transport, inspect on site or confirm no return is needed.

25. Unauthorised Returns

Do not send or bring products back without authorisation. We may refuse an unregistered, unidentified, unsafe, unagreed or change-of-mind bespoke return. Contact us for instructions first.

26. Customer-Caused Damage

We are not responsible for post-handover damage caused by lifting, flat storage, restraints, unsuitable vehicles, glass contact, impact, edges, storage, site work, debris, setting, frames, pressure, installation, incompatible materials, site thermal stress, later processing, poor maintenance, accident or deliberate damage. Replacement is normally chargeable.

27. Delivery Damage

Show suspected damage to the driver, record it, photograph before movement and include packaging or rack, store safely and contact us promptly. Where damage occurred before risk passed, we provide an appropriate remedy under this policy and law.

28. Collection Damage

Inspect before loading and report visible damage before leaving. After inspection and release, the customer is responsible for loading, handling, vehicle, racks, restraints, transport, unloading and storage damage. Concealed manufacturing claims remain unaffected.

29. Installation and Removal Costs

Unless installation was expressly agreed, our Contract normally supplies glass only. Do not arrange installation before receipt and inspection. We may not be responsible for avoidable fitting or removal costs where an obvious issue was installed without contacting us.

Consumer foreseeable losses depend on law and circumstances; business costs are governed by our Terms.

30. Delayed Orders

An estimated date is not automatically guaranteed, and a bespoke order cannot normally be cancelled merely because an estimate changes after production begins. Consumer delivery rights, guaranteed dates, time-essential agreements, unreasonable-delay rights and other non-excludable rights remain. Contact us about material delay.

31. Failed Delivery or Failure to Collect

A failed delivery or collection does not cancel an order. The customer remains responsible for the price and applicable reasonable redelivery, storage, handling or disposal costs after notice. No refund normally arises from absence, wrong address, blocked access, missing assistance, failure to book or choosing not to collect correctly made bespoke Goods. See our Delivery and Collection Policies.

32. Deposits and Part Payments

Where agreed, cancellation considers bespoke status, production, materials, completed work, reasonable loss and consumer law. A deposit is not automatically non-refundable in every case; we retain only lawful and reasonable sums.

33. Trade and Business Customers

Businesses must inspect at delivery or collection and before resale, processing or installation; immediately record visible shortage, damage or difference; and promptly report other defects with evidence.

Subject to non-limitable liability, we are not responsible for profit, revenue, contract, opportunity, project delay, waiting, downtime, consequential loss or commitments made before inspection. Separate written trade terms also apply.

34. Consumer Customers

Consumers purchasing mainly outside their trade retain rights where Goods are faulty, unsatisfactory, misdescribed, unfit for an agreed purpose or incorrectly manufactured, even when made to measure. Bespoke status affects ordinary change-of-mind rights, not fault remedies.

35. Gifts, Third-Party Recipients and Authorised Buyers

Refunds normally go to the payer. An authorised recipient, installer or collector may report an issue, but account-holder authority may be required to amend, refund, disclose payment data or settle.

36. Payment Disputes and Chargebacks

Contact us before a chargeback so we can investigate. A chargeback does not cancel a valid bespoke order. For a correctly made non-cancellable order, we may provide the payment provider with confirmation, approval, AI review, production, fulfilment and communications records. Lawful unauthorised-payment disputes remain unaffected.

37. Discretionary Goodwill

We may offer a replacement discount, credit, reduced-price remake, delivery help or another goodwill solution without legal responsibility. It is discretionary, not an admission, claim-specific, potentially time-limited and creates no precedent.

38. How to Request a Cancellation

During the Review Window, use its cancellation option. Otherwise contact us immediately with your name, order number, contact details, affected items, reason and whether approved. A request is not acceptance; we confirm cancellation and refund status in writing.

39. How to Report a Fault or Request a Replacement

Email sales@glazie.co.uk or telephone 0208 064 3994 with the order and contact details, unit reference, description, clear photographs, measurements where relevant, receipt date, installation and alteration status, and requested remedy. Do not dispose before review.

40. Complaints

Send complaints to sales@glazie.co.uk or GLAZIE LTD, Unit 1, 113 River Road, Balmoral Trading Estate, Barking, London, IG11 0EG. Include order number, summary, evidence, correspondence and desired outcome. We will investigate and respond within a reasonable time.

41. Statutory Rights

Nothing excludes a non-excludable right. Custom-made Goods may be outside ordinary change-of-mind cancellation, but consumers retain rights for faulty or incorrectly supplied Goods. Consumer Goods must meet applicable quality, description and fitness requirements. Valid remedies may include repair, replacement, price reduction or refund, and reasonable return costs are handled under law.

42. Changes to This Policy

We may update this policy for products, the Review Window, manufacturing, Website, AI ordering, fulfilment, payments or law. The version made available at Contract formation normally applies. Later versions do not retrospectively remove existing rights.

43. Summary

You may normally cancel while within the Review Window, before approval and production, or where we separately agree in writing.

You normally cannot cancel or return after bespoke approval or production because of changed mind, wrong customer dimensions or specification, approved AI details, correctly made Goods that do not fit, or no longer needing the order.

We will investigate and provide an appropriate remedy where we made the wrong size or specification, there is a confirmed manufacturing fault, damage occurred before risk passed, or the product does not match the accepted order.

Check every detail before approval. Contact us before ordering if uncertain about measurements, composition, safety requirements or suitability.