Made-to-measure items

Most of our glass is cut, toughened and finished to your exact specification. Under the Consumer Contracts Regulations 2013, the 14-day cancellation right does not apply to goods made to the consumer’s specification or clearly personalised — so made-to-measure glass cannot be cancelled or returned once manufacturing has begun, unless it is faulty or does not match the specification you ordered. Please double-check all dimensions and options before ordering; if you spot a mistake, contact us immediately on 0151 342 7335 — if production has not started we will do our best to amend or cancel.

Standard (non-bespoke) items

For stocked, standard-size items you have the right to cancel within 14 days of delivery without giving a reason, and a further 14 days to return the goods. Goods must be unused, in their original packaging and in a resaleable condition — given the fragile nature of glass, please repack it as received. You are responsible for the cost and safe return of the goods unless they are faulty. We will refund within 14 days of receiving the goods back (or proof of return), using your original payment method. We may reduce the refund to reflect any diminished value caused by handling beyond what is necessary to inspect the goods.

Faulty, damaged or incorrect goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your glass arrives broken or damaged, or does not match the specification ordered, contact us within 48 hours of delivery at info@toughenedglassdirect.co.uk with photos and your order number. We will replace or refund faulty or incorrect items — including made-to-measure items — at no cost to you. Within 30 days of delivery you have the right to reject faulty goods for a full refund.

How to start a return

Email info@toughenedglassdirect.co.uk with your order number and the reason for return, and we will confirm the return address and next steps. Please do not return glass without contacting us first — it needs appropriate packaging and carriage.

Nothing in this policy affects your statutory rights.