Refund policy

Returns & Refunds – We've Got You Covered

We understand that occasionally an item may not be suitable, the incorrect part may have been ordered, or you may simply no longer require it. We aim to make the returns process as straightforward and hassle free as possible.

Standard Returns

All standard stocked items may be returned for a refund, provided that they meet the following conditions:

• The item is returned within 30 days of the delivery date.
• The item is unused, undamaged and in a resaleable condition.
• The item is returned in its original packaging.
• The item is returned using a tracked delivery service.

How to Return an Item

1. Contact our customer service team by email, quoting your order number and advising which items you wish to return.
2. Securely package the item(s) to prevent damage during transit.
3. Return the item(s) to us using a tracked delivery service. The cost of returning the goods is the responsibility of the customer.
4. Once the returned goods have been received and inspected, any applicable refund will be processed.

Refund Deductions & Charges

Please note the following conditions apply to all returns:

• Return shipping costs are the responsibility of the customer and are non-refundable.
• If returned goods are not supplied in their original packaging, a deduction of up to 30% of the item value may be applied to reflect any reduction in resale value.
• Refunds will only be issued once the returned items have been received and inspected by our team.

Bespoke & Made to Order Products

The following terms apply specifically to bespoke and made to order products and are separate from our standard returns policy.

Non Returnable & Non Refundable Items

As bespoke and made to order products are manufactured specifically to your individual requirement, they are non returnable and non refundable once production has commenced.

Prior to manufacture, we provide expert advice, drawings, reports and/or design information for customer approval. Written confirmation and approval must be provided before production begins. This approval confirms that all specifications, measurements and design details are correct.

Customer Responsibility

All bespoke products are manufactured strictly in accordance with the measurements, specifications, drawings, photographs and information supplied by the customer.

We cannot accept responsibility for any errors resulting from inaccurate or incomplete information provided by the customer. Products manufactured in accordance with customer approved specifications will not be eligible for return, refund or replacement.

Should an error occur as a result of incorrect information being supplied, we will endeavour to provide advice and assistance to help resolve the issue in the most practical and cost-effective manner possible.

Inspection on Delivery

Customers must inspect all goods immediately upon delivery and before any installation work is carried out.

Please note that deliveries may include bespoke glass panels together with full stock-length components that may require cutting or modification during installation.

Any shortages, damages, defects or discrepancies must be reported to us in writing within 7 days of delivery and, in all circumstances, prior to installation.

No claims for shortages, damages, defects, refunds or replacements will be accepted once products have been installed, altered, cut to size, or otherwise modified.

Damaged or Faulty Goods

In the unlikely event that goods are received damaged or faulty, photographic evidence may be requested to assist with our investigation and claims process. We reserve the right to inspect or recover the affected goods before authorising any replacement or refund.

Contact Us

We are committed to ensuring that your experience with us is as smooth as possible from initial enquiry through to installation. If you have any questions regarding your order or these terms, please contact our customer service team, who will be pleased to assist.