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DRAFT — pending UK legal review
This page contains starter content drafted for the operator and must be reviewed and approved by a UK qualified solicitor or compliance professional before relying on it. Bracketed values ([LIKE_THIS]) mark placeholders that must be filled in. Seedocs/stage-3/uk-legal-trust-audit.md.

Refund & Cancellation Policy

Last updated: DRAFT

This policy explains when you can cancel an order placed with Glazie Ltd ("we", "us", "our"), trading as [TRADING_NAME], 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 [DAMAGE_REPORTING_WINDOW_DAYS] days of delivery. We will arrange a free repair, replacement, or refund at our option, in line with the Consumer Rights Act 2015. [Confirm with legal] the exact reporting window; 48 hours is common in the glazing trade but the statutory backstop is six months.

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 [REPORTING_WINDOW_DAYS] days. 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 (Mon–Fri, 8am–5pm UK time)
  • 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 may refer the dispute to [ADR_PROVIDER_OR_TRADING_STANDARDS_REFERENCE]. [Confirm with legal] which ADR scheme (if any) the company is signed up to.