Returns & Refund Policy
1. Introduction
This Returns & Refund Policy (“Policy”) outlines the terms under which Expert Glazing London (“we”, “us”, “our”) manages returns, refunds, and cancellations in relation to the sale of bespoke and non-bespoke glass products.
By placing an order with Expert Glazing London, you (“the Customer”, “you”, “your”) acknowledge and agree to the terms set out in this Policy.
2. Bespoke and Custom-Made Products
All bespoke glass products supplied by Expert Glazing London are manufactured to the exact measurements, specifications, and finishes provided by the Customer.
Accordingly, bespoke and custom-made products are exempt from return or refund under the Consumer Contracts Regulations 2013, except where the goods are faulty, damaged upon receipt, or do not conform to the specifications confirmed in the order acknowledgment.
Customers are therefore advised to verify all measurements, dimensions, and specifications prior to placing an order. Expert Glazing London accepts no liability for errors resulting from incorrect measurements or information supplied by the Customer.
3. Faulty or Damaged Goods
In the event that an item is received damaged, defective, or non-conforming to the confirmed order:
The Customer must notify Expert Glazing London in writing within 48 hours of delivery via info@expertglazinglondon.co.uk, including:
The order reference number;
A description of the defect or damage; and
Photographic evidence clearly illustrating the issue.
Upon receipt of the above information, Expert Glazing London will conduct an assessment and, where appropriate, offer one of the following remedies:
Repair or replacement of the defective item at no additional cost; or
A full refund where repair or replacement is not possible.
We reserve the right to inspect or collect the goods in question before confirming a replacement or refund.
Failure to report damage or defects within the specified timeframe may result in forfeiture of the right to remedy.
4. Incorrect Orders
If the goods delivered do not correspond with the specification confirmed in the Customer’s order acknowledgment (including size, thickness, finish, or type of glass), the Customer must notify Expert Glazing London within 5 working days of receipt.
Following verification, Expert Glazing London will arrange for collection and replacement of the incorrect goods at no cost to the Customer.
5. Non-Bespoke and Standard Products
For standard, non-bespoke products or accessories (where applicable), the Customer has the right to cancel and return the goods within 14 days of delivery, provided that:
The goods are unused and in their original packaging;
The goods are in a condition suitable for resale; and
Proof of purchase can be provided.
Return shipping costs for non-faulty goods shall be borne by the Customer. Refunds will be processed only after receipt and inspection of the returned goods.
6. Order Cancellations
Orders for bespoke or custom-made products may only be cancelled within 24 hours of order confirmation.
After this period, production will commence and materials may have been cut or ordered, rendering cancellation and refund unavailable.
To request a cancellation, Customers must email info@expertglazinglondon.co.uk with their order number and confirmation of intent to cancel.
7. Refunds
Where a refund has been approved, it will be issued to the original payment method within 7 to 10 working days of confirmation.
Customers will receive written confirmation once the refund has been processed.
8. Liability
Expert Glazing London shall not be liable for:
Damage resulting from incorrect installation, misuse, or failure to follow care instructions;
Measurement inaccuracies provided by the Customer;
Any indirect or consequential loss arising from the use or inability to use the goods supplied.
This Policy does not exclude or limit our liability where prohibited by law, including for defective products under the Consumer Rights Act 2015.
9. Contact Information
For all queries regarding returns, replacements, or refunds, please contact:
Expert Glazing London
Clear Views, Quality Glass
📧 info@expertglazinglondon.co.uk
🌐 www.expertglazinglondon.co.uk
10. Governing Law
This Policy shall be governed by and construed in accordance with the laws of England and Wales.
Any disputes arising from this Policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.