Terms & Conditions of Sale

1. About These Terms

These Terms and Conditions govern use of our website and the purchase of products from GLAZIE LTD. Please read them before submitting an order.

By placing an order through our website, approving an order through an order-review link, ordering through our AI Assistant, accepting a quotation or otherwise instructing us to manufacture goods, you agree to these Terms.

These Terms apply alongside our Delivery Policy, Collection Policy, Refund and Cancellation Policy, Privacy Policy, Cookie Policy, and any product-specific terms or written quotation. A separately agreed written trade agreement takes priority where it conflicts with these Terms.

2. Who We Are

• Legal and trading name: GLAZIE LTD
• Company registration number: 12310620
• VAT registration number: GB 336090512
• Registered office: 56 Ashgrove Road Ilford, London IG39XD
• Manufacturing and collection address: Unit 1, 113 River Road, Balmoral Trading Estate, Barking, London, IG11 0EG
• Email: sales@glazie.co.uk
• Telephone: 0208 064 3994

We are a company registered in England and Wales. “We”, “us” and “our” mean GLAZIE LTD. “You”, “your” and “customer” mean the individual or organisation placing or receiving the order.

3. Consumer and Business Customers

You are a consumer when purchasing wholly or mainly outside your trade, business, craft or profession. You are a business customer when purchasing wholly or mainly for those purposes, including as a fabricator, glazier, builder, developer, installer, contractor, commercial landlord, property manager or trade-account holder.

If ordering for a business, you confirm that you may bind it. Nothing in these Terms excludes or restricts a consumer right that cannot lawfully be excluded; consumer rights take priority over conflicting business provisions.

4. Definitions

“AI Assistant” means an automated chat, voice, document-reading, specification-extraction, quotation or ordering feature. “Contract” means the binding agreement between you and us. “Goods” includes sealed units, double- and triple-glazed units, panes, mirrors, table tops, processed glass and related products. “Made-to-Measure Goods” means Goods manufactured, cut, processed or sourced to customer-selected or approved requirements.

“Order Confirmation” means our written confirmation of accepted products, quantities, prices and fulfilment. “Order Review Window” means the period shown at checkout for review, amendment, approval or cancellation before production. “Specification” includes all dimensions, compositions, coatings, spacer bars, cavities, gas, decoration, safety treatment, processing and orientation. “Trade Account” means an approved account with trade features. “Website” means our website, portals and online ordering services.

5. Products Covered by These Terms

These Terms cover made-to-measure double- and triple-glazed units; standard, low-emissivity, toughened, laminated, acoustic, solar-control, clear, tinted, obscure and decorative glass; Georgian-bar and leaded units; gas-filled and specialist spacer units; shaped, drilled, notched or processed glass; mirrors, shelves, table tops, splashbacks where offered, replacement glass and related accessories. Your final Order Confirmation identifies the Goods in your Contract.

6. Product Information and Website Content

We take reasonable care over descriptions, illustrations, specifications and prices. Images are illustrative; screen colour, pattern scale, edge colour, spacer, coating and glass appearance may vary. Decorative products may vary by batch or manufacturer. Diagrams are not engineering drawings unless stated. Availability may change and minor technical, safety, regulatory or manufacturing changes may be made.

Rely on the written Specification in your basket, quotation, review page and Order Confirmation rather than an image alone.

7. Quotations and Saved Quotes

Configurator prices use the information entered and current pricing rules. A saved quote is not an accepted order, does not reserve materials or capacity, does not guarantee a date, may expire and may be recalculated. Unless otherwise shown, it remains available for approximately 30 days. A written quotation is valid for its stated period and may otherwise be revised before acceptance.

We may reject or cancel an order affected by an obvious pricing, calculation, configuration or technical error and will refund any affected payment.

8. How to Place an Order

An order may begin through the configurator, a saved or repeated order, a Trade Account, a cutting-list or document upload, the AI Assistant, an accepted quotation, telephone or email where accepted, or another approved method.

Before payment or approval, check every product, quantity, dimension, thickness, build-up, glass and safety type, spacer, cavity, coating, gas, pattern, orientation, decoration, processing, shape, fulfilment and contact detail. Submitting an order is your offer to buy the Goods shown.

9. Order Acceptance and Formation of the Contract

An automated receipt or payment acknowledgement is not necessarily acceptance. Where eligible, you have approximately 30 minutes, or the period shown at checkout, to review, approve, request a permitted amendment or cancel before release to production.

Unless stated otherwise, the Contract forms when you approve, the Review Window expires without cancellation, we issue final acceptance, or we begin manufacturing or procuring bespoke materials with your authority.

Before manufacture we may refuse an order for unavailability, unsafe or impossible specifications, obvious error, uncleared payment, failed verification, suspected fraud, unavailable delivery, legal restrictions, incomplete information, missing approvals, prior material breach or inability to fulfil. Any applicable payment will be refunded.

10. Made-to-Measure Products

Most Goods are made specifically to customer dimensions, configurations, drawings, lists, uploads, templates, layouts or other requirements and generally cannot be resold. The ordinary change-of-mind cancellation right does not normally apply to goods made to a customer’s specifications or clearly personalised.

This does not affect rights where Goods are faulty, damaged before risk passes, misdescribed, unsatisfactory, unfit for a purpose made known and accepted by us, or not made to the accepted Specification.

11. Customer Responsibility for Measurements

Unless we agree a measurement service in writing, you are responsible for measurements. Use millimetres unless stated, enter width and height correctly, supply manufacturing rather than opening sizes, allow fitting tolerances, check overall thickness, locate processing accurately and provide accurate full-size templates where required. Measure more than once and obtain professional help if unsure.

We are not responsible where correctly made Goods do not fit because of incorrect, reversed, incomplete or ambiguous customer information that you approved.

12. Customer Responsibility for Specifications

Unless we expressly advise in writing, you are responsible for choosing a Specification suitable for its purpose, including glass and safety type, thickness, coating, performance, cavity, spacer, gas, pattern and coating orientation, decoration, fire or specialist performance, processing and heat-soak testing.

You and your project professionals must determine compliance with Building Regulations, planning, structural, fire and safety requirements, framing systems and manufacturer instructions. We do not provide architectural, structural, building-control or installation design unless agreed.

13. Safety Glass and Regulatory Requirements

You must identify where safety, laminated or specialist glass is required, including near doors, at low level, in bathrooms, balustrades, stairs, roofs, overhead, public, security or regulated locations. Website prompts do not replace competent professional assessment. Our failure to flag an issue does not transfer your design or compliance responsibility.

14. AI Upload, Document Reading and Automated Ordering

You may upload photographs, notes, cutting lists, job sheets, spreadsheets, PDFs, drawings, screenshots and other documents. AI may extract dimensions, quantities, glass types, build-ups, spacer and processing details.

AI can misread, reverse, omit, duplicate, misidentify or infer information. Confidence scores do not guarantee accuracy. You must review every extracted item, assumption, warning and missing or ambiguous field before ordering; AI is an aid, not independent verification.

Approved AI output becomes your instruction. We are not responsible for manufacturing to an incorrect extraction that was clearly shown and approved, except where liability cannot lawfully be excluded. Retain original documents; the final Order Confirmation takes priority unless otherwise agreed before production.

By uploading, you confirm you may use the material, it does not unlawfully disclose confidential information or infringe rights, contains no malicious software, and may be processed for the requested service. See our Privacy Policy.

15. AI Chatbot and Voice Assistant

The AI Assistant may explain options, build a Specification, price, check fulfilment, upload information, stage an order, track an order or request support. It is not a glazier, surveyor, engineer, architect, building-control, fire-safety or legal adviser.

You remain responsible for checking all information. The final basket, review page and Order Confirmation—not a general chatbot statement—define the Contract. Do not rely on AI for emergency, structural, safety-critical or regulatory decisions. Formal checkout, confirmation, quotation, Terms and authorised written staff statements take priority.

16. Drawings, Templates and Shapes

Clearly mark dimensions, scale, orientation, viewed side, hole centres, radii and cut-outs. Physical templates must be accurate, rigid and undamaged. Approve decorative designs and resolve ambiguity before production. Images or scaled prints may be insufficient unless accepted. We may pause where drawings and written dimensions conflict.

17. Manufacturing Tolerances

Recognised tolerances may apply to dimensions, thickness, spacer and decorative alignment, leadwork, edges, processing positions, bow, roller wave, distortion, tint, pattern, coating and inherent visual characteristics. A variation within the applicable standard is not normally a defect. Assessment depends on viewing distance, light, background, angle, time and installation.

18. Toughened Glass

Toughened glass may show roller wave, bow, anisotropy, minor distortion or reflection and carries a small spontaneous-breakage risk. Causes can include inclusions, edge damage, frame pressure, impact, installation or thermal stress. Heat-soak testing may reduce but cannot eliminate some risks and must be specified. We are not responsible for post-delivery breakage caused by impact, damage, unsuitable framing, installation, restraint or site conditions.

19. Decorative, Obscure, Leaded and Georgian Glass

Reasonable handmade or batch variation can occur in colour, texture, pattern, lead, solder, film, bar alignment and match. Tell us before ordering when matching matters and provide images or samples. We cannot guarantee an exact match to weathered, discontinued, other-manufacturer, older-batch or aged products. You must approve pattern direction and orientation.

20. Low-Emissivity and Coated Glass

Coated glass may differ in reflection, tint, haze and appearance by angle or compared with older units. One replacement in an elevation may visibly differ without being defective; consider adjacent replacement where matching is essential.

21. Prices

Prices are in pounds sterling. Unless stated otherwise, consumer prices include VAT; trade prices identify VAT treatment; VAT uses the applicable rate; fulfilment and specialist charges are separate; and the final amount is shown before payment. Prices may change before Contract formation. Accepted prices change only for a requested amendment, obvious error, legal tax change or agreement.

22. Payment

Unless approved Trade Account terms apply, full payment is required before production. Card payments use our payment provider and we do not normally store full card details. You confirm authorisation, accurate payment information and available funds.

We may suspend production, fulfilment or access for failed, reversed, disputed, uncleared, suspected-fraud or overdue payment. A chargeback is not a substitute for raising a genuine issue; business customers remain responsible for undisputed lawful sums.

23. Fraud Prevention and Verification

We may request identity, address, company, cardholder, delivery or payment verification. An order may be delayed, rejected or cancelled if checks cannot be completed. Data is handled under our Privacy Policy.

24. Production and Lead Times

Production begins after Contract formation, payment or credit approval, confirmed specifications and drawings, and resolved queries. Typical estimates are 24–72 hours for small eligible standard sealed-unit orders; two to five working days for larger standard orders; three to seven working days for toughened, laminated, decorative or specialist goods; and the time shown at configuration or checkout for mirrors, table tops and processed glass. These are estimates unless guaranteed in writing.

25. Express and Urgent Orders

Express service must be expressly confirmed, depends on capacity and materials, may exclude specialist Goods, may cost extra and never removes quality checks. A note or preferred date is not a guarantee.

26. Production Delays

Dates may change for shortages, supplier or specialist delays, quality rejection, remanufacture, breakdown, utility interruption, absence, transport, weather, industrial action, emergency, customer changes, delayed approval, incorrect information or circumstances beyond reasonable control. We may remake rather than release a failed unit and will try to report material delay promptly.

27. Do Not Schedule Installation Before Inspection

Do not schedule installers, labour, scaffolding, equipment, cranes, access, dependent trades or critical work until the complete order is received and inspected. Consumer rights remain. For businesses, we are not responsible for avoidable waiting or downtime committed beforehand, except where liability cannot be limited.

28. Delivery

Delivery is available to eligible addresses shown at checkout or agreed in writing. Charges, thresholds and areas appear in our Delivery Policy, which forms part of these Terms. Unless agreed otherwise, delivery is to the confirmed address, ground floor, kerbside or nearest safe accessible point, with suitable access and unloading.

You must provide accurate details, instructions, a safe area, responsible recipient, assistance and advance restriction notice.

29. Delivery Dates

Checkout and confirmation dates are estimates unless guaranteed. Traffic, routing, breakdown, earlier calls, weather, access, site or quality issues may change windows. We take reasonable steps to deliver within the agreed or reasonable period; consumer statutory delivery rights remain.

30. Failed Delivery and Redelivery

Delivery may fail for absent recipients, unsafe or unavailable access, wrong address, unlawful vehicle access, missing permissions or assistance, unprepared unloading, refused entry, unjustified refusal or another customer-controlled reason. Reasonable redelivery, waiting, return, storage, handling or vehicle costs may apply. Failure does not cancel correctly made bespoke Goods.

31. Collection

Collection from our Barking facility is by arrangement. Wait for readiness, bring proof, clear balances, use suitable upright transport, supports, padding, restraints and sufficient help, and inspect before leaving. Our Collection Policy forms part of these Terms.

32. Nominated Recipients and Collectors

You may nominate a person, employee, contractor, installer or carrier. Someone with order details who attends, gives access and accepts Goods may reasonably be treated as authorised. Consumer risk passes under consumer law; businesses are responsible for their agents and carriers.

33. Inspection on Delivery or Collection

Inspect quantity, visible condition, damage, practical dimensions, type, thickness, spacer, decoration, processing, labels and conformity. Promptly record and photograph visible damage, shortages or discrepancies and tell us. A receipt signature records apparent condition but does not remove rights for concealed defects.

34. Reporting Faults, Damage or Incorrect Goods

Stop handling or installation where possible, store safely, contact us promptly, identify the order and item, explain the issue, provide images of the unit, label and packaging, and allow inspection. Visible transit damage should preferably be reported at delivery or within 24 hours; other faults as soon as reasonably possible. These periods aid investigation and do not remove non-excludable consumer rights.

35. Installation of Suspected Faulty Goods

Do not install visibly cracked, chipped, wrong-sized, wrong-specification, damaged or unsuitable Goods. Installation, modification, processing or disposal can prevent inspection, worsen damage or affect a remedy where reasonable care was not taken. Statutory rights remain.

36. Faulty or Incorrectly Manufactured Goods

Confirmed faults or departures from the accepted Specification receive an appropriate remedy under law, these Terms and warranties, potentially repair, remanufacture, replacement, price reduction or refund within a reasonable time. Unless installation was agreed, supply remedies do not automatically include third-party removal or fitting, subject to law.

37. Circumstances That Are Not Manufacturing Faults

We are not normally responsible for customer measurement, specification or approved extraction errors; incorrect installation; post-delivery impact or edge damage; poor frame setting, packing, movement, drainage or ventilation; bad storage; flat storage; unsuitable chemicals; third-party alteration; contamination; site thermal stress; ignored instructions; wear; deliberate damage; or characteristics within tolerance. We may require evidence or inspection.

38. Cancellation During the Order Review Window

Where offered, you may cancel through the review link before the window expires or you approve, whichever is first. An eligible cancellation normally receives a full refund to the original method, subject to provider timing.

39. Cancellation After Production Begins

Once the Review Window expires, you approve, bespoke materials are procured or manufacture begins, an order normally cannot be changed, returned or refunded for changed mind, need, measurements, specification, usefulness, installation, site delay, duplication or inability to receive.

We may agree a change where feasible. Reasonable administration, material, remanufacturing, price, delivery and resulting costs are payable.

40. Consumer Cancellation Rights for Non-Bespoke Goods

A consumer may have statutory cancellation rights for a standard non-bespoke part not excluded by law. Applicable information will accompany it. Bespoke Goods remain governed above.

41. Refunds

Approved refunds are made to the original method, for the approved amount, after required inspection or return and without unreasonable delay. Provider processing varies. A partial issue may receive a proportionate refund, but nothing limits a legal right to a full refund.

42. Returns

Do not return fragile bespoke glass without instructions. Authorised returns must follow handling and packing directions, remain upright and protect edges using suitable transport. Valid consumer fault returns are handled under law; unauthorised business returns may be refused.

43. Risk and Responsibility

For consumers, risk passes on physical possession by the consumer or their identified recipient. For business delivery, it passes at the agreed point, after agreed unloading, or handover as applicable. For collection, it passes on handover. For a business carrier independently appointed by the customer, it may pass on carrier handover.

44. Title to Goods

Ownership passes only after all sums for the Goods clear. Until then, business customers must identify and safely separate Goods where reasonable, must not pledge them, and may be required to return them subject to law. Risk can pass before title.

45. Storage and Handling After Receipt

After risk passes, store upright on suitable supports, prevent contact, protect edges, restrain, keep dry and secure, avoid flat storage, follow labels and use competent handlers. We are not responsible for later damage from unsuitable storage, transport, handling or installation.

46. Installation

Unless separately agreed, we supply Goods only. You select installers and are responsible for frame suitability, setting, packing, materials, drainage, ventilation, instructions, Building Regulations, safe work and site checks. We are not responsible for an independent installer we did not appoint and control.

47. Warranties

Any warranty depends on its stated period, correct transport, storage, installation and use, proof and evidence, and exclusions. It supplements consumer rights. It may exclude accidental or impact damage, post-delivery scratches or edges, bad installation, movement, in-tolerance distortion, spontaneous breakage unless covered, incompatible materials, misuse, alteration, poor maintenance or normal deterioration outside its scope.

48. Trade Accounts

Trade features are discretionary and may require business, company, VAT, identity, history, credit, references or separate terms. Pricing applies only to approved, correctly signed-in accounts using approved channels and meeting eligibility; it is not retrospective.

49. Trade Discounts and Pricing

Trade prices are account-confidential, may vary or change prospectively, may be suspended for arrears, cannot be transferred or combined unless allowed, and apply only to eligible orders. No discount is indefinite.

50. Trade Credit Accounts

Where credit is granted, invoice terms and limits apply; invoices are paid without deduction or set-off except by law; overdue accounts may be suspended; credit may be changed on notice; lawful interest and recovery costs may apply; and sums may accelerate on insolvency or material payment breach. One grant does not promise another.

51. Multi-User Business Accounts

The business controls users, permissions and administrators, removes leavers, reviews orders, maintains details and is responsible for authorised-user activity. Apparent-authority orders may bind it. Report suspected unauthorised access promptly.

52. Repeat Orders and Saved Specifications

Before repeating, recheck dimensions, Specification, availability, price, quantity, address and current needs. Reproduction of stored data does not confirm continued suitability. Components and methods change; contact us before ordering when exact matching matters.

53. Purchase Orders and Customer References

References are administrative and do not change these Terms unless we agree in writing. Customer purchase-order terms do not apply merely because we receive or process them.

54. Approved Manufacturing and Fulfilment Partners

We may use our facility, approved processors, suppliers, delivery providers, couriers or manufacturing partners. We remain your contracting party unless clearly stated before Contract formation, and consumer rights are not reduced. Businesses must not bypass an introduced partner contrary to agreed marketplace or trade terms.

55. Availability and Substitution

We may offer an equivalent for an unavailable component and will seek approval for material performance, appearance, price, specification or compatibility changes. Minor non-detrimental technical or legal changes may be made. If no alternative exists, we may cancel and refund the affected item.

56. Promotions and Discount Codes

Promotions apply only within their period and eligibility, may have spend or product restrictions, may exclude service charges, are not cash, normally cannot combine, may be withdrawn for misuse, may be single-use and must be entered before payment. Fraudulent or manipulated discounts may be cancelled.

57. Customer Accounts

Keep details accurate and credentials secure. Do not share outside authorised users, impersonate, access restricted systems, upload malware, interfere, scrape without consent, reverse-engineer, abuse automation or act unlawfully. We may suspend or close accounts for protection; existing obligations remain.

58. Website Availability

Access is not guaranteed and may be affected by maintenance, outages, security, providers, APIs, internet or external events. Cached information can be stale. Server-validated price and Specification in the final Order Confirmation take priority over earlier browser displays.

59. Intellectual Property

Branding, software, configurators, text, graphics, diagrams, photos, databases, pricing systems and AI workflows are owned or licensed by us and protected. They may be used for legitimate quotation and buying, not copied, resold, reverse-engineered, extracted or exploited without permission. You retain uploaded-material ownership while granting processing rights needed for the service.

60. Reviews, Photographs and Feedback

Publication submissions must be truthful, genuine, authorised, lawful and non-infringing, and may be displayed and formatted reasonably. Project images uploaded for an order are not published for marketing without permission or another lawful basis.

61. Privacy and Data Protection

Our Privacy Policy explains collection, uploads and AI processing, providers, account storage, retention, sharing and UK rights. Do not upload unnecessary sensitive, confidential or third-party data. Businesses supplying others’ data confirm a lawful basis.

62. Communications

We may use supplied email, telephone, SMS, account or delivery channels for reviews, payments, confirmations, queries, production, fulfilment, invoices, faults and security. Keep details accurate and monitored; delayed replies may delay production.

63. Events Outside Our Reasonable Control

We are not responsible for delay or failure caused by fire, flood, weather, epidemic, war, disturbance, terrorism, industrial action, utilities, cyberattack, government, border, road, transport, supplier, material or unavoidable equipment events. We take reasonable mitigation and resume performance. Prolonged events may create termination rights subject to bespoke progress and law.

64. Our Responsibility to Consumers

Nothing limits liability for negligent death or injury, fraud, non-excludable rights, applicable defective-product liability or any other non-excludable matter. We are responsible for foreseeable consumer loss caused by breach or failure to use reasonable care, not unforeseeable loss. Commercial use may engage business provisions where lawful.

65. Our Responsibility to Business Customers

Nothing limits negligent death or injury, fraud, title obligations, non-excludable product liability or other non-limitable liability. Otherwise, we are not liable for business profit, revenue, business, savings, contract, opportunity, goodwill, waiting, downtime, delay, consequential or indirect loss, or premature commitments.

Subject to non-limitable liability, aggregate liability for an order will not exceed its total amount paid or payable, insofar as reasonable and enforceable.

66. Customer Indemnity for Business Misuse

A business is responsible for reasonable direct losses and costs caused by its unlawful uploads, infringing content, false authority, unsafe instructions, misrepresented requirements or breach by its users, except to the extent caused by us.

67. Complaints

Contact sales@glazie.co.uk, 0208 064 3994 or 56 Ashgrove Road Ilford, London IG39XD with your name, order number, details, issue, evidence, requested outcome and dates. We may seek information or inspection. This process does not prevent advice or legal rights.

68. Alternative Dispute Resolution

Where applicable, we may consider appropriate ADR but are not obliged to use a provider unless required. Consumers may seek Citizens Advice guidance. Court rights remain.

69. Notices

Formal Contract notices go to sales@glazie.co.uk or 56 Ashgrove Road Ilford, London IG39XD. Email is normally received on entering the system absent failure; post follows ordinary service time. Legal-proceeding service rules are unaffected.

70. Transfer of Rights

We may transfer or subcontract without reducing consumer rights. Consumers may transfer where law permits or we agree. Businesses need our written consent to assign.

71. No Waiver

Delay enforcing a right is not waiver. A waiver applies only to its specific matter.

72. Severability

An unlawful or unenforceable provision is minimally modified or removed; the remainder continues.

73. Entire Agreement for Business Customers

For businesses, these Terms, the Order Confirmation and expressly incorporated writing form the entire order agreement. No unrecorded statement is relied on, without excluding fraud. This does not remove binding consumer representations or rights.

74. Third-Party Rights

Unless stated, non-parties cannot enforce the Contract under the Contracts (Rights of Third Parties) Act 1999, without affecting independent rights.

75. Changes to These Terms

We may update these Terms for products, Website, fulfilment, payment, AI, processes, security or law. The version at Contract formation normally applies. Later versions do not act retrospectively unless required by law, beneficial without material disadvantage, or agreed. The latest version shows its date.

76. Governing Law

These Terms and Contracts use England and Wales law. Consumers may bring proceedings under applicable jurisdiction rules, including local Scotland or Northern Ireland rights. England and Wales courts have exclusive jurisdiction for businesses unless we agree otherwise.

77. Contact Us

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

Email: sales@glazie.co.uk
Telephone: 0208 064 3994
Business hours: Mon–Fri 8am–5pm

Please quote your order number wherever possible.