Custom made items are exempt from the returns and cancellation policy which is stated on the Consumer Contract Regulations, which can be found https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/310044/bis-13-1368-consumer-contracts-information-cancellation-and-additional-payments-regulations-guidance.pdf. Because the items are made to the specifications of the consumer and therefore changing the size of the standard sizing products they are unable to be refunded.
Due to the process of which the order has to be processed, if the item is a custom made product then this is also exempt from the Consumer Contract Regulations and once the order has been placed it cannot be cancelled.
When ordering custom sized products, the measurements and colours must be checked and doubled checked and the customer are obliged to agree to their specifications they have imputed. If they do not agree to the contract then the order is unable to process.
If you wish to cancel your order, you have 14 working days after you have received your goods to cancel your order. After the 14 working days you cannot cancel as this information was stated in the pre-conceptual contract of which was agreed before the purchase. To exercise this right, you must make a clear statement within this time frame of 14 days, by letter, fax or email, stating the wish to cancel your order.
Returning the products; when returning the products, the product must be packaged back with the original packaging, unless discarded, and safely packaged due to the nature of the material. The product can be opened and viewed by the customer, it must return in the same condition that the customer received the product. If the product is returned to the company in a damaged state which was not stated when the customer opted to return the goods then the customer is liable.
When returning the products the customer is liable to pay for the postage of the products. Once the item is returned, the item will be refunded by the full amount including the packaging and the postage. The cost of the return postage will be deducted from the overall refund. Please be aware, the cost of the return postage may vary depending on the size and weight of the product.
If you have received a standard product that is damaged, UK Glass Centre will refund the full amount paid and will not deduct the cost for return postage from your refund.