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Custom made items are exempt from the returns and cancellation policy which is stated in the Consumer Contract Regulations (CCR), Department for Business Innovation & Skills, December 2013. Details of this information can be found HERE.
Products made to customer specifications change the size of the standard product/s supplied and therefore they cannot be refunded and are exempt from the CCR. Once the order has been placed it cannot be cancelled.
When ordering custom/bespoke products, all measurements, specifications and colours must be checked and doubled checked by the purchaser. We are happy to advise on measurements and specifications but cannot accept any responsibility for input errors made by the customers when placing an order. Customers are obliged to agree to their inputted specifications before the contracted order can be processed. Failure to agree to the contract will result in UK Glass able to process the order.
Customers, who wish to cancel a standard size product order, have 14 working days after receipt of goods to cancel the order. To exercise this right, customers must make a clear statement within the stated 14 working days, time frame, either by letter, fax or email, stating the wish to cancel a standard size product order. After 14 working days, customers cannot cancel their order. This information is stated in the pre-conceptual contract agreed at the time of purchase.
If returning purchased goods, products must be packaged using the original UK Glass Centre packaging, with care and attention of safely due to the nature of the material. Products may be opened and viewed by the customer. Products must be returned to UK Glass in the same condition in which they have been received. If a customer receives a damaged product then UK Glass must be notified immediately prior to any arrangements for the return of goods. Any products returned to UK Glass in a damaged state (which has not previously been stated writing) will leave the customer liable for the cost of goods.
Customers are liable to pay for the return of products. Once the item is returned, the item will be refunded to the full amount paid including the packaging and the postage. The cost of the return postage will be deducted from the overall refund. Please be aware, that the cost of the return postage may vary depending on the size and weight of the product
In the unfortunate event of your goods arriving in a damaged condition, we ask that you please contact us immediately by phone 0333 200 4922 or email firstname.lastname@example.org We will arrange for the item/s to be collected, free of charge, at a time convenient to you and offer you a replacement or full refund.