Returns and refunds

During collection or delivery, the customer will be required to sign that the glass products have been received to specification and in good condition.

After this deceleration we accept returns in the following scenarios.

  1. The glass is the incorrect specification (e.g. incorrect dimensions, thickness, tint)
  2. In the case of a double glazed unit, there is a scratch, blemish or mark on the inside surface of the glass. That is the surface facing inwards towards the spacer bar. On return, the product will be inspected and judged against the Glass and Glazing Federation’s Quality of Vision guidelines as seen here. The glass will not be eligible for return if deemed as acceptable quality by Simply Glass Swansea.

We will not under any circumstances accept a return 7 working days from collection or delivery.

If a return is accepted, then the customer will not automatically be given a refund. The customer is required to give Simply Glass Swansea a chance to get the product manufactured to the correct specification or quality and offer an alternative collection or delivery date. If the product cannot be manufactured and collected to the correct specification or quality within 21 working days from order then the customer is entitled to a full refund.

Late deliveries and incorrect or damaged glass

Sometimes things can go wrong with our suppliers. Below are some common errors and what the customer is entitled to as a customer of Simply Glass Swansea.

  1. Your product is not ready for collection or delivery on the date quoted –┬áSometimes a product may not be ready for collection or delivery on the day stated due to a problem in production or a problem with delivery. In this scenario you will be notified before the quoted collection or delivery date. The customer will not atomically be entitled to a refund. The customer is required to give Simply Glass Swansea a chance to offer an alternative collection or delivery date. You are entitled to a refund if the product does not become available for collection or delivery within 7 working days after the original collection or delivery date
  2. The product is ready for collection or delivery on the date quoted but the product is damaged or not as ordered (e.g. wrong dimensions) –┬áSometimes a product may be ready for collection or delivery on the date stated but is incorrect or damaged. Simply Glass Swansea will endeavor to notify the customer before the collection or delivery date but is not required to. The customer will not atomically be entitled to a refund. The customer is required to give Simply Glass Swansea a chance to offer an alternative collection or delivery date. The customer is entitled to a refund if the product does not become available for collection or delivery within 7 working days after the original collection or delivery date.

Customer errors

Every piece of glass we supply is manufactured to the customers exact specification. Therefore we do not accept returns if the customer has given the incorrect specification, for example incorrect dimensions. It is the customers sole responsibility to order the correct glass.