Returns & Cancellations Policy
Returns & Cancellations Policy
Last updated: March 2026
All products sold by The Glass Shop Online are cut to your exact measurements and manufactured to order. Please read this policy carefully before placing an order.
Bespoke & Cut-to-Size Products
Because every piece of glass is cut specifically to the dimensions you provide, all orders are non-returnable and non-refundable once manufacturing has commenced. This applies to all product types including toughened glass, laminated glass, mirrors, double glazed units, and fire rated glass.
This is standard practice for bespoke glass products — once your glass has been cut, it cannot be resold or reused. We therefore ask that you measure carefully and check your dimensions before placing your order. If you are unsure, please contact us before ordering.
Cancellations
If you need to cancel your order, please contact us as soon as possible by emailing sales@glassshoponline.com or calling 07787 704925.
- Before manufacturing commences — we will cancel your order and issue a full refund.
- After manufacturing has commenced — we are unable to offer a refund, as the glass has been cut to your specification and cannot be reused.
We will always try to stop production where possible, but we cannot guarantee this once an order has been submitted to our manufacturing team.
Damaged or Faulty Goods
We take great care in packaging all orders for safe transit. However, if your glass arrives damaged or is confirmed as faulty, we will replace or refund it at our discretion.
To make a claim:
- Inspect your glass upon delivery and note any damage on the delivery documentation at the time.
- Report the damage to us within 24 hours of delivery by emailing sales@glassshoponline.com with clear photographs.
- We will review your claim and respond within 2 working days.
Claims reported after 24 hours may not be accepted. We reserve the right to request additional evidence before authorising a replacement or refund.
Please note: glass supplied to your correct measurements is not considered faulty. We are not liable for glass that does not fit due to inaccurate dimensions provided at the time of ordering.
Incorrect Orders
If we have made an error — for example, cutting glass to the wrong dimensions or supplying the wrong product — please contact us immediately. We will rectify any error at no additional cost to you.
Refund Process
Where a refund is approved, it will be processed to your original payment method within 5–10 working days.
Trade & Commercial Customers
These terms apply equally to trade and commercial customers. Trade customers purchasing glass for installation or resale as part of a project accept the same bespoke manufacturing terms as individual customers.
Contact Us
If you have any questions about this policy, please get in touch:
The Glass Shop Online Ltd Company No. 17020463 Email: sales@glassshoponline.com Phone: 07787 704925