Terms & Conditions
Last updated: March 2026
These terms and conditions apply to all orders placed through The Glass Shop Online website (glassshoponline.co.uk), operated by The Glass Shop Online Ltd (Company No. 17020463).
Please read these terms carefully before placing an order. By placing an order, you confirm that you accept these terms.
1. Products
All glass products are cut to size to your specific measurements. Because products are manufactured to your exact specifications, they are non-returnable and non-refundable unless faulty or damaged in transit (see Section 7).
2. Ordering & Acceptance
An order placed through our website constitutes an offer to purchase. We reserve the right to refuse or cancel any order where requested dimensions are outside our manufacturing capabilities, we are unable to verify your delivery address, or there has been a pricing error.
Your order is accepted when we send your order confirmation email. If we cannot fulfil your order, we will contact you and arrange a full refund.
3. Pricing & Payment
All prices are exclusive of VAT unless stated. A minimum order charge of £150+VAT applies to most products. Payment is required in full at time of ordering.
4. Lead Times & Delivery
Lead times are product-dependent and confirmed in your order confirmation. Please refer to our Delivery Information page for full details.
4.1 Unless otherwise agreed in writing by the Company, delivery of the Goods shall take place at the Company’s place of business.
4.2 The Buyer will take delivery of the Goods within 7 days of the Company giving it notice that the Goods are ready for delivery.
4.3 Any dates specified for the Company for delivery of the Goods are intended to be an estimate, and time for delivery shall not be made of the essence by notice. If no dates are specified, delivery will be within a reasonable time.
4.4 Subject to the other provisions of these conditions the Company will not be liable for any direct, indirect or consequential loss (all three of which terms include, without limitation, loss of profits, loss of business, depletion of goodwill and like loss), costs, damage, charges or expenses caused directly or indirectly by any delay in the delivery of Goods (even if caused by the Company’s negligence), nor will any delay entitle the Buyer to terminate or rescind the Contract unless such delay exceeds 180 days.
4.5 If for any reason the Buyer will not accept delivery of any of the Goods when they are ready for delivery, or the Company is unable to deliver the Goods on time because the Buyer has not provided appropriate instructions, documents, licences or authorisations, (a) risk in the Goods will pass to the Buyer (including for loss or damage caused by the Company’s Negligence); (b) the Goods will be deemed to have been delivered; and (c) the Company may store the Goods until delivery whereupon the Buyer will be liable for all related costs and expenses(including, without limitation, storage and insurance).
4.6 The Buyer will provide at its expense at the Delivery Point adequate and appropriate equipment and manual labour for unloading the Goods except when delivery takes place at the Company’s place of business.
4.7 Where the Buyer requires the Goods and the Company agrees to make delivery of the Goods other than to the Buyer's premises, this fact must be clearly stated at the time of order, and subject to the Company’s acceptance of the order, the Company may also apply a carriage charge.
4.8 The Buyer shall be responsible for the loading and unloading of their own materials and also for any damage to the Goods during loading and unloading, howsoever caused.
4.9 Pallets, frames, stillages and all other distribution equipment are the property of the Company and must be returned to the Company on demand. Should the Buyer fail to return any distribution equipment within 7 days following such demand, a charge at the rate of £60 plus Vat per item retained thereafter will be incurred. Use of distribution equipment for any purpose other than carriage and storage of glass supplied by the Company is prohibited. If the Company has charged the Buyer for the provision of such items, the said charge will be fully credited to the Buyer if and when the items are returned to the Company as aforesaid.
4.10 If when the Goods are ready for dispatch, the Buyer is unable to accept delivery or collection, the Company may, at its entire discretion store the goods until such time as the Buyer is able to collect or accept delivery of the goods, in such circumstances, the Company reserves the right to apply a surcharge calculated on a daily basis. The grant of such storage facilities shall not prejudice any claim for payments by the Company.
4.11 Where delivery or collection of an order is made by instalments, each delivery or collection shall be deemed to be the subject of a separate contract, and any failure by the Company in respect of any one delivery shall not entitle the Buyer to repudiate the order or any instalments remaining to be delivered thereunder.
4.12 Where the Buyer collects the Goods from the Company’s premises, it shall be the responsibility of the Buyer to inspect the goods before removing the same from the Company’s premises.
4.13 Where the goods are delivered by the Company to the address nominated by the Buyer it is the responsibility of the Buyer to inspect the goods upon delivery. The Buyer must inform the Company of any defects within 2 working days of delivery. If the Company accepts that the goods are defective it will, at its discretion replace any defective item, charge or credit the Buyer with the value of the same, providing that the Buyer has returned the defective goods to the Company or, at the Company’s discretion made the defective product available for collection within 14 days of delivery. The Buyer shall not be entitled to reject, or the Company shall not be obliged to replace or give credit for any goods on account of imperfections or variations inherent in the manufacturing process of glass.
NON-DELIVERY
4.14 The quantity of any consignment of Goods as recorded by the Company upon despatch from the Company’s place of business shall be conclusive evidence of the quantity received by the Buyer on delivery unless the Buyer can provide conclusive evidence proving the contrary.
4.15 The Company shall not be liable for any non-delivery of Goods (even if caused by the Company’s negligence) unless written notice is given to the Company within 3 working days of the date the Goods would in the ordinary course of events have been received.
4.16 Any liability of the Company for non-delivery of the Goods shall be limited to replacing the Goods within a reasonable time or issuing a credit note at the pro-rata contract rate against the invoice raised.
5. Dimensions & Specification
You are responsible for providing accurate dimensions. We cannot accept responsibility for the glass being cut incorrectly due to inaccurate measurements provided by the customer. A manufacturing tolerance of ±2mm applies.
6. Cancellations
Orders cannot be cancelled once manufacturing has commenced. Orders cancelled before manufacturing commences will receive a full refund.
7. Damaged or Faulty Goods
Inspect your glass on delivery. Report any damage within 24 hours by emailing sales@glassshoponline.com with photographs. We take great care in packaging all orders for safe transit. However, if your glass arrives damaged, is confirmed as faulty, or an incorrect specification is supplied instead of what was ordered, it will be replaced free of charge upon agreement.
8. Limitation of Liability
Our liability shall not exceed the value of your order. We are not liable for consequential or indirect losses. Nothing limits our liability for death, personal injury, or fraud.
9. Glass Safety
Ensure the glass you order is suitable for your application. All toughened glass complies with BS EN 12150; toughened laminated with BS EN 14449. Glass should only be installed by a competent person.
10. Governing Law
These terms are governed by the laws of England and Wales.
11. Contact
The Glass Shop Online Ltd, Company No. 17020463
Email: sales@glassshoponline.com
Phone: 020 7206 2492