This policy explains when you can cancel an order placed with Glazie Ltd ("we", "us", "our"), and when refunds apply.
1. Made-to-measure goods
All glass units sold through this website are manufactured to the dimensions and specification you provide at checkout. Under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day statutory right to cancel does not apply to goods made to your specifications or clearly personalised. This includes all sealed glass units configured on our website.
2. Review window
To make sure you have a chance to correct mistakes, we offer a 30-minute review window after you pay. During this window you can:
- Approve the order (sends it to production immediately).
- Edit the items, dimensions, or specification.
- Cancel the order and receive a full refund.
The review link is sent to the email address on your order and is also available in your account.
3. After the review window
Once the review window expires (or when you click "Approve"), the order is released to our manufacturing process and cannot be cancelled, returned, or refunded except where the goods are faulty or do not match what you ordered. See sections 4 and 5 below.
4. Faulty or damaged goods
If your unit arrives damaged, faulty, or different from what you ordered, please contact us within 48 hours of delivery, or as soon as reasonably possible. We will arrange a free repair, replacement, or refund, in line with the Consumer Rights Act 2015. This reporting window helps us claim against the courier — it does not limit your statutory rights.
Please keep all original packaging, do not install a damaged unit, and send photos showing the damage and the packaging label.
5. Wrong item received
If we have sent you a unit that does not match the dimensions or specification on your order confirmation, please contact us within 14 days of delivery. We will replace the unit at our cost.
6. How to contact us about a refund or cancellation
- Email: sales@glazie.co.uk
- Phone: 02080641844 (Monday–Friday 8am–5pm)
- Post: 56 Ashgrove Road Ilford, London IG39XD
7. How refunds are paid
Refunds are made to the original payment method, usually within 5–10 business days of approval. We will email you when the refund is sent. If you do not see the refund after 10 business days, contact us at sales@glazie.co.uk.
8. Right to take a dispute further
If you are not satisfied with how we handle a complaint, you can get free consumer guidance from Citizens Advice, and nothing in this policy affects your right to bring a claim in the courts of England and Wales.