Returns, Cancellations and Replacements Policy

GLAZIE is the marketplace operator and merchant of record for your order. Your purchase contract is with GLAZIE LTD. We take your payment and remain your customer-facing point of contact for cancellations, complaints, refunds, remakes, replacements and warranty claims, even where an approved manufacturer, processor, delivery provider or collection partner physically fulfils the order.

This policy explains when an order may be reviewed, amended, cancelled, returned, rejected, repaired, remanufactured, replaced, price-reduced or refunded. It forms part of our Terms and Conditions of Sale and should be read with our Delivery Policy and Collection Policy. Nothing in this policy excludes or restricts a consumer right or remedy that cannot lawfully be excluded or restricted.

1. Who Handles Your Request

Please contact GLAZIE rather than trying to resolve a marketplace order directly with the manufacturer or fulfilment partner. We coordinate the customer-facing investigation and remedy. An approved supplier or carrier may be asked for production records, photographs, measurements, batch information, delivery evidence or other information needed to assess the issue.

Responsibility between GLAZIE, a supplier, a delivery provider or another fulfilment partner is an internal marketplace matter. We may investigate who caused the problem and recover costs between marketplace participants, but that internal allocation does not remove any right or remedy you have against GLAZIE LTD.

2. Contact Details

GLAZIE LTD
56 Ashgrove Road Ilford, London IG39XD

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

Please quote your order number and, where possible, the affected unit reference.

3. Made-to-Measure Products

Most glass sold through the marketplace is made to customer-selected or approved dimensions and specifications. This includes 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.

Because made-to-measure goods are normally produced for one order and cannot readily be resold, the ordinary distance-selling change-of-mind cancellation right does not normally apply to goods made to the consumer's specifications or clearly personalised.

Made-to-measure status does not remove statutory rights where goods are faulty, damaged before risk passes, misdescribed, not of satisfactory quality, unfit for an agreed purpose or not manufactured to the accepted specification.

4. Order Review Window

Paid orders normally enter a short Order Review Window before the customer order is automatically moved into processing. The duration shown at checkout or in your review communication applies to that order and is currently approximately 30 minutes.

During the window you can review the order, approve it immediately, request an eligible amendment or cancel it. Approval ends the window early. If the window expires without cancellation and the order is not being held for a required human review, the customer order may move into processing automatically.

Marketplace capacity may already be reserved and an approved supplier may already have been notified while the Review Window is open. That operational preparation does not remove the cancellation option shown for the Review Window. If you validly cancel during it, GLAZIE handles the supplier-side consequences.

The Review Window is an additional voluntary protection for bespoke orders. It does not reduce any separate statutory right you may have.

5. Cancellation During the Review Window

An eligible order validly cancelled during the Review Window is cancelled on the customer side and receives a full refund of the amount paid. The refund is issued to the original payment method unless another method is expressly agreed where the law permits.

GLAZIE withdraws or stops the marketplace fulfilment work. If supplier work has already begun, any decision about supplier materials, work or internal cost allocation is handled between GLAZIE and the relevant marketplace participant. It does not reduce a valid Review Window refund or require you to negotiate with the supplier.

6. Cancellation or Changes After the Review Window

Once you approve the order, the Review Window expires, bespoke materials are committed or manufacture begins, a made-to-measure order normally cannot be cancelled or changed merely because you changed your mind, no longer need the goods, ordered too many, selected the wrong specification, face a site delay, cannot install, receive or collect, or found a cheaper alternative.

Contact us immediately if you discover an error. We may be able to agree a change before manufacture has progressed too far. A requested change is effective only when we confirm it in writing. Reasonable additional price, material, remanufacturing, administration or fulfilment costs may apply to a customer-requested change where those costs are agreed or otherwise lawfully due.

7. Customer Measurements and Specifications

Before payment and during the Review Window, check dimensions, quantity, glass make-up, thickness, safety treatment, coatings, spacer and cavity, gas, pattern and orientation, decoration, shapes, holes, cut-outs, notches, edges and all delivery or collection details.

We do not normally provide a free remake, replacement or refund where the goods correctly match customer-supplied or customer-approved information but do not fit or suit the project because that information was wrong, reversed, incomplete or unsuitable. This does not apply where the goods differ from the specification accepted by us or where liability cannot lawfully be excluded.

8. AI-Assisted and Repeat Orders

AI-assisted extraction, saved specifications and repeat-order features are convenience tools. Automated extraction can misread, reverse, omit, duplicate or infer information, and a repeat order can reproduce an old specification that is no longer suitable.

You must review the specification shown before approval. We do not normally provide a free remedy for incorrect information that was clearly presented and approved, but we remain responsible where the goods supplied do not match the accepted order or another statutory right applies.

9. Standard or Non-Bespoke Goods

Some accessories or other products may be standard rather than made to measure. Where an eligible consumer buys standard goods at a distance and no statutory exception applies, a statutory change-of-mind cancellation period will normally apply. For a typical goods contract this is 14 days from the relevant delivery event, subject to the detailed rules and exceptions in consumer law.

Where that right applies, we will provide the required cancellation and return information. Bespoke goods are not converted into standard goods merely because they were ordered together with a standard item.

10. Faulty, Damaged, Misdescribed or Incorrect Goods

Please contact us if goods are cracked or damaged before risk passes, outside applicable manufacturing tolerances, supplied in the wrong glass type or thickness, incorrectly processed, materially different from the accepted decoration or specification, affected by a manufacturing defect, or otherwise do not conform to the contract.

We may ask the selected manufacturer, processor or fulfilment partner to investigate, but GLAZIE remains responsible for coordinating the customer-facing outcome.

11. Consumer Short-Term Right to Reject

Where consumer goods do not conform to the contract and the statutory short-term right to reject applies, the normal statutory period is 30 days beginning under the rules in the Consumer Rights Act 2015. Made-to-measure status does not remove this right merely because the goods were bespoke.

If you exercise a valid right to reject, tell us clearly that you are rejecting the affected goods. We will arrange the return or collection of the rejected goods as required by law and provide the refund due.

12. Repair or Replacement

Where the statutory right to repair or replacement applies, a consumer may require repair or replacement subject to the legal rules on impossibility and disproportionate cost. The remedy must be provided within a reasonable time and without significant inconvenience, taking account of the nature of the goods and the purpose for which they were acquired.

Where the law requires us to bear the necessary costs of a valid consumer repair or replacement, we will do so. This may include appropriate materials, manufacture and return or transport costs and any other necessary costs required by law.

13. Price Reduction or Final Right to Reject

Consumer law may provide a right to an appropriate price reduction or the final right to reject where, for example, repair or replacement is impossible or disproportionate, a required repair or replacement is not completed within a reasonable time and without significant inconvenience, or the goods still do not conform after the statutory remedy process.

The amount and scope of any reduction or refund depend on the affected goods, the contract and the applicable statutory rules. A defect affecting one separable item does not automatically require cancellation of unaffected items unless the law or circumstances give that right.

14. What Is Not Necessarily a Fault

Characteristics within applicable standards, agreed tolerances and normal material behaviour do not automatically constitute defects. Examples can include permitted 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 and reasonable differences from older or weathered glass.

Assessment depends on the accepted specification, applicable standards and tolerances, viewing conditions and the evidence available.

15. Visible Damage and Inspection

Inspect goods as fully as reasonably possible on delivery or collection. Record visible damage, shortage or obvious discrepancy with the driver or collection point where possible and take clear photographs before the goods are moved or installed.

Prompt reporting helps establish when and how damage occurred. A request to report visible damage quickly, including any preferred 24-hour reporting period, does not remove a consumer right that cannot lawfully be restricted.

16. Concealed or Manufacturing Defects

Report a suspected concealed or manufacturing defect as soon as reasonably possible after discovery. Please provide the order number, affected unit reference, description, photographs or video, label or marking, discovery date, installation status and relevant storage or installation information.

Keep the affected goods safely available for reasonable inspection unless we tell you they may be disposed of. A request for evidence or inspection is not an admission or rejection of liability.

17. Do Not Install an Obvious Problem

Where reasonably possible, do not install, alter or process a visibly cracked, chipped, wrong-sized, wrong-specification or otherwise obviously unsuitable unit before contacting us. Installation or alteration can obscure the cause, worsen damage or make evidence harder to assess.

This does not remove a statutory remedy. Any effect on a claim will depend on the circumstances, including whether reasonable steps could have prevented additional loss.

18. Marketplace Investigation and Fault Allocation

We may investigate whether a problem resulted from supplier manufacture, supplier handling or delivery, a separate carrier, a GLAZIE platform or order-processing error, customer-supplied information, post-handover handling or another cause. Evidence may be requested from the customer and relevant fulfilment partner.

Supplier manufacturing faults and supplier-caused delivery damage may result in supplier-funded remediation or marketplace settlement adjustments. Separate-carrier or platform errors are handled through the appropriate marketplace process. These internal arrangements do not require a consumer to pursue the supplier and do not reduce GLAZIE LTD's customer-facing obligations.

19. Remakes and Replacements

A valid remake or replacement will follow the confirmed corrective specification. GLAZIE coordinates the remedy with the appropriate manufacturer or fulfilment partner and will communicate the updated collection or delivery arrangement.

A valid remedy for a fault for which we are responsible is not charged to the customer. We will provide an updated estimated ready, collection or delivery date where a remake or replacement is required.

20. Delivery Damage

Where damage occurred before consumer risk passed, we will provide the remedy required by the contract and applicable law. The marketplace may separately determine whether responsibility lies with the supplier, a supplier-appointed carrier or another delivery provider.

Please photograph suspected delivery damage before unnecessary movement where safe to do so and keep packaging, labels or delivery evidence that may help the investigation.

21. Collection Damage

Inspect collection goods before departure where reasonably possible. Damage caused after risk passes by customer-provided loading, vehicle, racks, restraints, transport, unloading or storage is not a manufacturing fault.

A collection receipt or inspection does not remove rights relating to a concealed defect or another issue that could not reasonably have been identified at collection.

22. Customer-Caused or Post-Handover Damage

We are not responsible for damage caused after risk passes by impact, edge damage, unsuitable lifting or transport, flat storage, inadequate restraints, contamination, incompatible materials, unsafe frames, poor setting or packing, third-party alteration, site thermal stress, misuse, accident or installation by others, except where responsibility cannot lawfully be excluded.

Where the goods themselves were non-conforming before that later event, your rights are assessed on the evidence and applicable law.

23. Return and Collection Arrangements for Faulty Consumer Goods

If a consumer validly rejects non-conforming goods, or return or collection is necessary for another statutory remedy, we will handle reasonable return arrangements and costs as required by law. Because glass can be heavy, fragile and dangerous, contact us before arranging specialist transport unless immediate action is reasonably necessary for safety.

We may arrange collection from you, agree return to an identified supplier or fulfilment point, inspect on site, or confirm that physical return is unnecessary. Do not assume that our registered office, a previous workshop or a collection point used for another order is the correct return location.

24. Refund Timing, Method and Fees

Where a consumer is statutorily entitled to a refund for rejected or non-conforming goods, we will give the refund without undue delay and, where the Consumer Rights Act 2015 requires it, no later than 14 days beginning with the day we agree that you are entitled to the refund.

A statutory consumer refund is made using the same means of payment used for the purchase unless you expressly agree otherwise, and we do not charge a fee for giving that refund. Your bank or payment provider may take additional time to display a refund after we have processed it.

For a voluntary Review Window cancellation, we issue the full refund promptly to the original payment method. Business refunds and other agreed refunds follow the applicable contract and written resolution.

25. Partial Orders and Affected Items

Where only part of an order is affected, the remedy will normally relate to the affected item or separable part, unless the law, the contract or the circumstances entitle you to reject or obtain a remedy for more of the order.

We will not require you to accept a partial remedy where that would conflict with a statutory right.

26. Installation, Removal and Consequential Costs

Do not commit non-refundable installers, access equipment or dependent work until the goods have arrived and been inspected where reasonably possible.

Where consumer law requires us to bear necessary costs of a repair or replacement, those statutory obligations apply notwithstanding a general glass-only supply model. Other claimed losses, fitting costs or removal costs depend on foreseeability, causation, mitigation, the contract and applicable law.

27. Delayed Orders

An estimated production, collection or delivery date is not automatically a guaranteed date, and a bespoke order does not become freely cancellable merely because an estimate changes after manufacture begins.

However, statutory delivery rights, an expressly guaranteed date, a time-essential agreement, an unreasonable delay or another non-excludable right may entitle a consumer to terminate or obtain another remedy. Contact us promptly about a material delay.

28. Failed Delivery or Failure to Collect

A failed delivery or collection does not by itself cancel a correctly manufactured bespoke order or create a change-of-mind refund right. Reasonable redelivery, storage, handling or rebooking charges may apply where caused by the customer and where those charges were agreed, communicated or are otherwise lawfully due.

See the Delivery Policy and Collection Policy for marketplace-specific fulfilment arrangements.

29. Deposits and Part Payments

Where a deposit or part payment has been agreed, the treatment of a cancellation depends on bespoke status, production progress, committed materials, completed work, reasonable loss and applicable consumer law. A deposit is not automatically non-refundable in every circumstance; only lawful and reasonable amounts may be retained.

30. Warranties

A commercial or manufacturer warranty is additional to statutory consumer rights and does not replace them. Warranty periods and conditions may differ by product family or published marketplace offer.

Bring a warranty claim to GLAZIE. We may obtain technical evidence or remedial support from the manufacturer, but you should not be required to negotiate the customer-facing claim directly with the supplier.

31. Trade and Business Customers

Business customers must inspect goods promptly on delivery or collection and before resale, processing or installation, record visible shortage, damage or discrepancy, and report other defects promptly with reasonable evidence.

Business remedies, exclusions and liability limits are governed by the Terms, any separately agreed trade terms and applicable law. Consumer-only statutory remedies described in this policy do not apply to a person buying wholly or mainly for business purposes.

32. Gifts, Third-Party Recipients and Authorised Buyers

An authorised recipient, installer, employee or collector may report an issue. We may require the account holder or payer to authorise a cancellation, change, refund or disclosure of payment information. Refunds normally return to the original payer or original payment method unless another lawful arrangement is expressly agreed.

33. Payment Disputes and Chargebacks

Please contact us promptly about a genuine order problem so we can investigate and, where appropriate, provide the correct remedy. A card chargeback does not by itself determine whether the goods were faulty, whether an order was cancellable or which marketplace participant was responsible.

Nothing in this section affects rights relating to an unauthorised payment or another right that cannot lawfully be restricted.

34. Discretionary Goodwill

We may offer a reduced-price remake, credit, delivery help, discount or another goodwill solution where no legal remedy is due. A goodwill offer is claim-specific, may be time-limited and does not create a precedent or admission of liability.

35. How to Request a Review-Window Cancellation

Use the cancellation option in the review link or your account while the Review Window is still open. If that option is unavailable or you believe the order should still be cancellable, contact us immediately with your order number and details.

A request made after the Review Window is not automatically accepted. We will confirm the status of any agreed cancellation and refund in writing.

36. How to Report a Fault or Request a Remedy

Email sales@glazie.co.uk or telephone 0208 064 3994 with your order number, affected unit reference, description of the issue, clear photographs or video, measurements where relevant, date received or collected, installation or alteration status and the remedy you are seeking.

Please keep the goods safely available until we confirm the next step unless there is an immediate safety reason not to do so.

37. Complaints

Send complaints to sales@glazie.co.uk or to GLAZIE LTD, 56 Ashgrove Road Ilford, London IG39XD. Include your order number, a summary of the issue, supporting evidence, relevant correspondence and the outcome you are seeking.

We may need information or evidence from the relevant supplier, processor, carrier or fulfilment partner. We remain responsible for coordinating the customer-facing response.

38. Statutory Rights

Nothing in this policy excludes or restricts a right or remedy that cannot lawfully be excluded or restricted. For consumers, goods must meet applicable requirements as to satisfactory quality, fitness for an agreed purpose, description and conformity with the contract.

Depending on the circumstances, statutory remedies can include the short-term right to reject, repair or replacement, price reduction, the final right to reject, refund and recovery of necessary costs. Bespoke status affects ordinary change-of-mind cancellation rights; it does not remove remedies for non-conforming goods.

39. Policy Updates

We may update this policy as the marketplace, fulfilment network, products, customer-support processes or law change. The version made available when your contract is formed normally applies to that order, unless a later change is required by law, is agreed with you or is more favourable without material disadvantage.