Terms & conditions

This site is operated by SW Glass Fulham Ltd. Registered in England and Wales, company number 10811331. Our registered office is 671A Fulham Road, London, SW6 5PZ.

You can reach us at shop@sw-glass.co.uk or call us on 0207 751 0011. Our branches are:

• Fulham — 671A Fulham Road, London, SW6 5PZ. Mon–Fri 08:00–17:30 · Sat closed · Sun closed
• Park Royal — Mon–Fri 08:00–17:30 · Sat closed · Sun closed

These terms apply to orders placed through this website. Buying at one of our trade counters is covered by the same returns, damage and guarantee terms, and your till receipt is your proof of purchase.

Where a company detail is not shown above, it is because we have not yet confirmed it. We would rather leave it out than publish something that turns out to be wrong.

Placing an order is an offer to buy. A contract forms when we confirm the order and take payment. We charge the full amount at checkout — we do not take deposits on goods orders.

Made-to-measure glass is cut to your sizes and cannot be returned or cancelled once it is in production. That is the exception in regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for goods made to your specification. We tell you this three times before you can pay: on every bespoke basket line, in a tick box you have to tick yourself at checkout, and here.

You can change or cancel a bespoke order free of charge right up until it goes into production. Once cutting starts, the glass exists only for your job and cannot be sold to anyone else.

Where we produce a technical drawing, the drawing you approve is the specification we work to. Please check the dimensions on it carefully — under the Consumer Rights Act 2015 goods must match their description, and the approved drawing is that description.

This exclusion does not affect your rights if the glass arrives faulty, damaged or different from what you ordered. See Returns.

Prices on the site are shown to retail customers and to visitors who are not signed in including VAT at 20%. Signed-in trade accounts see ex-VAT prices, because that is how the trade quotes among itself. You can switch the display either way at any time with the VAT toggle, and your choice sticks.

Whichever way the site is displaying prices, the amount we charge is always the VAT-inclusive total, and every invoice, quote and credit note shows net, VAT and gross in full.

The total you see before you pay includes delivery. The delivery charge is worked out on our side from your postcode — it is never a figure supplied by your browser — and the number shown at checkout is the number taken.

Once you have paid, your price is locked. If our system finds any difference between the amount authorised and the amount invoiced, it refuses the order and refunds you in full rather than charging one number and invoicing another.

We correct genuine errors. If a price is obviously wrong we will tell you before we take the order further and give you the choice of paying the right price or cancelling for a full refund.

Deliveries are kerbside: our driver brings the glass to the nearest safe point at your address, not through the building.

Where an order includes a panel over 30kg or over 2 metres on any side, the site tells you at checkout, before you pay, that you need at least two people at your end to take it in safely. Laminated units are heavier than they look — treat them the same way.

Collection is free from either branch. We email you when your order is ready, and we check identity at the counter when you collect.

Full detail, including how our lead times are worked out, is on the Delivery page.

Glass sometimes arrives damaged. When it does, we want a photo, not the broken piece.

Tell us within 14 days of delivery. Use the claim form on your order tracking page — the link is in your confirmation email — and choose damaged, wrong item or missing. Photos are not compulsory but they are the fastest route to a decision, so please add them if you safely can.

Never return broken glass to us. It is dangerous to handle and to carry. We will tell you how to dispose of it safely.

A member of the team responds within one business day, and we give you a decision — remake or refund — within 48 hours. Our system escalates internally on its own if either clock is missed.

Reporting later than 14 days does not remove your statutory rights. Faults that could not reasonably have been spotted on delivery are covered by the Consumer Rights Act 2015 regardless of this window.

Our returns policy for stock items, applied by the system at the counter:

• Within 7 days of the invoice date — full refund.
• 8 to 28 days — refund less a 20% restocking charge, shown as its own line on your credit note.
• After 28 days — outside our policy. A manager can still accept it at their discretion, and has to record a reason to do so.

Items must be unused and in the same condition. Made-to-measure glass cut to your specification is not eligible for return — there is no discretion in the system for this, because the glass cannot be resold.

These are our own policy terms and they sit on top of your statutory rights, which are unaffected. Full detail, including how to start a return, is on the Returns page.

Under the Consumer Rights Act 2015 the goods we supply must be of satisfactory quality, fit for purpose and as described. Nothing in these terms reduces those rights, and you do not need a separate guarantee to rely on them.

We are finalising the wording of an additional service guarantee with our team before we publish it, because a promise we cannot keep on a bad week is worse than no promise at all. When it is agreed it will appear on our guarantee page, and it will be in addition to your statutory rights, never in place of them.

In the meantime, if something is wrong with an order, tell us — the damage and claims route above applies, and we would rather hear about it than not.

We have two price levels: retail, and trade. Trade pricing applies once a trade account is approved and you are signed in.

A trade account does not automatically mean credit. Credit terms are agreed per account — a payment period in days and a credit limit, both recorded against your account — and only accounts with agreed terms see the Pay on account option at checkout. Everyone else pays at the time of ordering.

Where you pay on account, invoices fall due within the agreed number of days from the invoice date. We may decline further orders on account, or ask for payment up front, where the limit is reached or an invoice is overdue. Balances carried over from our previous system are shown on your statement as brought forward.

You can save a card to your trade account for invoices to be charged automatically when they fall due. That is opt-in, the wording you agree to is stored with the mandate, and you can revoke it at any time from your account page.

We do not, and cannot, exclude our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow to be excluded — including your statutory rights as a consumer.

Beyond that, we are responsible for loss that is a foreseeable result of us breaking this contract. We are not responsible for loss that is not foreseeable, and we are not responsible for the work of a third party you engage — glass is a fitted product and installation is usually not ours.

Where you are buying as a business, our liability in connection with an order is limited to the amount you paid for it, and we are not liable for loss of profit, loss of contract or business interruption.

This section is under review by our solicitor. If you are relying on it for anything important, please contact us first and we will confirm the position in writing.

In short: we collect what we need to price your job, make it, deliver it, invoice it and support it afterwards — and we keep financial records for as long as the law requires.

We do not sell your data. Analytics and advertising cookies only load if you allow them, and nothing tracking-related runs before you choose.

The detail is in our Privacy policy and our Cookie policy. You can change your cookie choices at any time using the Cookie settings link in the footer.

If something has gone wrong, tell us and a named person will pick it up. We aim to respond within one business day, on whichever channel you contacted us — email, phone, the site chat, a message, or in person at a branch.

How to raise a complaint, what happens next and where you can take it if we cannot resolve it are set out on the Complaints page.

These terms are governed by the law of England and Wales, and disputes about them can be brought in the courts of England and Wales.

If you live in Scotland or Northern Ireland you can also bring proceedings in your own country's courts. Nothing here takes away the protection of the consumer law that applies where you live.

These terms are kept under review and we update them as the business changes. The date this page was last updated is shown at the top.

Orders are governed by the terms in force on the day you place them — a later change to this page does not alter an order you have already made.

This policy is kept under review; contact us with questions at shop@sw-glass.co.uk or call us on 0207 751 0011. If anything here is unclear, ask us before you order rather than after.