Returns & Refunds Policy
Your satisfaction is our priority. Please read our returns policy carefully to understand your options.
1. Policy Overview
Glass Outlet Limited is committed to providing high-quality glass products and excellent customer service. This returns and refunds policy outlines your rights and our procedures for returning products, requesting refunds, and handling replacements.
Important: Different policies apply to stock items versus bespoke (made-to-measure) products. Please read the relevant section carefully.
2. Stock Items - Returns & Refunds
Eligibility for Returns
Stock items may be returned for a full refund if:
- The item is returned within 14 days of delivery
- The item is in its original, unused condition
- All original packaging and protective materials are intact
- You provide prior notification via email as outlined below
- The item has not been cut, modified, or installed
Return Process for Stock Items
Step 1: Notification
Email us at info@glass-outlet.co.uk within 14 days of delivery with:
- Your full contact details
- Order/invoice number
- Product details (including size, type, and quantity)
- Reason for return
- Date of purchase and delivery
Step 2: Collection Arrangement
We will arrange collection of the item(s) from your address. Collection charges apply:
- £25 per collection (regardless of number of items)
- Collection must be arranged within 7 days of our confirmation
- Items must be properly packaged and ready for collection
Step 3: Refund Processing
Once items are returned and inspected, we will process your refund within 5 working days to your original payment method, minus collection charges.
3. Bespoke (Made-to-Measure) Items
Important: Bespoke items are manufactured specifically to your exact specifications and cannot normally be resold. Different terms apply.
Returns Policy for Bespoke Items
Custom-made glass products are generally non-returnable except in cases of:
- Manufacturing defects or errors on our part
- Incorrect specifications due to our error
- Damage during transit (see damage policy below)
Limited Refund for Unsuitable Bespoke Items
If you receive a bespoke item in good condition but find it unsuitable due to your own error:
- We may offer a partial refund representing our profit margin only
- You remain liable for all material costs, labour, and delivery charges
- Photographic evidence of disposal may be required before any credit is issued
- This is offered at our discretion and is not guaranteed
Customer Responsibility: Please ensure all measurements and specifications are correct before confirming your bespoke order. We recommend professional measurement for complex installations.
4. Damage & Replacement Policy
Damage at Point of Delivery
Immediate Action Required
- Inspect all items carefully upon delivery
- Report any damage immediately to the delivery driver
- Accept undamaged items but refuse damaged items
- Take photographs of any damage for our records
Notification Process
Email info@glass-outlet.co.uk within 24 hours with:
- Your full contact details and order number
- Detailed description of damaged item(s) including size and thickness
- Clear photographs showing the damage
- If part of a larger order, specify which panel(s) are affected
Response Time: We will confirm replacement within 48 hours and expedite production of the replacement item.
Damage or Quality Issues After Delivery
Quality Standards: All our products meet internationally recognised standards and comply with our independently audited glass certifications.
Reporting Process
Email info@glass-outlet.co.uk with:
- Your full contact details and order number
- Product details (size, thickness, type)
- Detailed description of the issue
- High-quality photographs showing:
- The entire panel
- Close-up shots of the specific issue
- If measurement-related, include tape measure at correct angle
Important Limitations:
- Claims cannot be accepted after installation
- We generally replace rather than refund for quality issues
- We cannot accept liability for consequential losses
5. Exclusions & Limitations
Items Not Eligible for Return
- Items that have been cut, modified, or installed
- Products damaged due to mishandling, misuse, or improper storage
- Items returned after the specified time limits
- Products without original packaging or protective materials
- Bespoke items made to incorrect customer-provided measurements
- Items damaged due to normal wear and tear
Liability Limitations
Glass Outlet Limited's liability is limited to:
- Repair or replacement of defective products
- Refund of the purchase price (where applicable)
- Collection and redelivery costs for items defective due to our error
We exclude liability for consequential losses, installation costs, lost time, or any indirect damages arising from product issues.
6. Your Consumer Rights
This policy does not affect your statutory rights under UK consumer protection law, including:
- Consumer Rights Act 2015
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- Sale of Goods Act 1979
For consumer advice, you may contact Citizens Advice or Trading Standards.
7. Force Majeure
Glass Outlet Limited accepts no liability for failure to deliver products or process returns where this results from circumstances beyond our reasonable control, including but not limited to: acts of God, civil commotion, riots, floods, fire, legislation, or government restrictions. In such cases, we will take reasonable steps to notify you within 14 days and will refund any payments made in full.
8. Contact Information
For all returns, refunds, and replacement queries:
Email: info@glass-outlet.co.uk
Phone: 0203 802 4295
Business Hours: Monday-Friday 9:00-17:00
Address:
Glass Outlet Limited
Rear of 214-216 Alexandra Avenue
Harrow
London
HA2 9BU
Last Updated: 24 September 2025
This policy may be updated from time to time. Please check this page for the most current version.