Returns policy

For stock items bought online you have the statutory right to cancel within 14 days of receiving them, and a further 14 days to send them back. You do not need a reason. Tell us at shop@sw-glass.co.uk or call us on 0207 751 0011 — a clear statement is enough.

On top of that, this is the policy our counter runs on any stock return, online or in branch:

• Within 7 days of the invoice date — full refund, no deduction.
• 8 to 28 days — refund less a 20% restocking charge, which appears as its own line on your credit note so you can see exactly what was deducted.
• After 28 days — outside the policy. A manager can still accept it, and has to record a reason for doing so.

Both windows count whole days from the invoice date and both include the last day: day 7 is still a full refund, day 28 is still the restocking band.

Items should be unused and in the same condition. The 20% charge applies where the law does not already give you a free return — it never overrides the statutory cancellation right above, and your statutory rights are unaffected by anything on this page.

These figures are our current policy and are set by us, not by law. If we change them we will change them here.

Glass cut to your sizes cannot be returned. The statutory cancellation right does not apply to goods made to your specification — that is the exception in regulation 28(1)(b) — and our system enforces it with no override: a made-to-measure line cannot be put through as a return by anyone here, at any level.

The reason is simple rather than legalistic. A panel cut to your opening fits your opening and nobody else's. It cannot go back on a shelf.

So we work hard to stop the mistake happening in the first place: you tick a box confirming you understand this before you can pay, and where we produce a drawing you approve the dimensions before anything is cut. Until production starts you can change or cancel a bespoke order free of charge.

This does not apply if the glass is faulty, damaged or not what you ordered. Those are not returns — they are claims, and they go through the process in the next section. You get a remake or a refund, and your rights under the Consumer Rights Act 2015 are untouched.

If glass arrives broken, wrong or missing, raise a claim from your order tracking page — the link is in your confirmation email. Choose damaged, wrong item or missing, describe it briefly, and add photos if you can safely take them.

Tell us within 14 days of delivery. We deliberately do not run the 24- or 48-hour reporting windows common in this trade — they catch people out on a job that started late, and we would rather sort the glass out.

Photos, not the broken piece. Never box up broken glass and never send it back — it is dangerous to handle and to carry. Photographs are enough for us to decide, and we will tell you how to dispose of the damaged piece safely.

A member of the team responds within one business day, and we give you a decision — remake or refund — within 48 hours. If either clock is missed our system escalates it internally without anyone having to chase.

Reporting after 14 days does not end your rights. A fault you could not reasonably have seen on delivery is covered by the Consumer Rights Act 2015 whenever it shows up.

Returns are handled at the counter rather than through an online form, because someone needs to look at the glass.

1. Bring the item to either branch with your invoice or receipt. If getting there is the problem, ring us first and we will work something out.
2. We check it over and confirm the condition with you.
3. We put it through the till, which applies the windows above automatically — the counter cannot quietly deviate from the published policy.
4. You always get a credit note as the document for the return, whichever way the money goes back.

Refunds go back to the card used where a card payment exists on the order. Where there is no card payment — an account order, or a counter sale paid another way — we refund by cash, credit note or gift card. Larger cash refunds need a manager's authorisation at the till; that is a cash-handling control, not a delay we expect you to notice.

Where a manager accepts a return outside the policy, they must record a written reason, and the decision is logged.

Damaged, wrong or missing items do not follow this route — use the claim form on your tracking page instead, and do not travel with broken glass.