At TGP Glass, we are committed to providing high-quality glass products and excellent customer service. This Returns and Refunds Policy explains your rights and our procedures for returns, refunds, and exchanges.
Important: Due to the bespoke nature of our products, many items cannot be returned once processing begins. Please read this policy carefully before placing your order.
1. Your Consumer Rights
Under the Consumer Contracts Regulations 2013, you have the right to cancel most purchases within 14 days of receiving your goods and receive a full refund. However, this right does not apply to goods that are made to your specifications or clearly personalized.
2. Non-Returnable Items
Items That CANNOT Be Returned or Refunded
The following items are non-returnable and non-refundable once processing has begun:
- Custom-cut glass - Glass cut to your specific dimensions
- Toughened/tempered glass - Glass that has undergone heat treatment
- Laminated glass - Multi-layer glass products
- Edge-worked glass - Glass with polished, beveled, or processed edges
- Drilled or notched glass - Glass with holes or cutouts
- Bespoke splashbacks - Custom-made to your kitchen measurements
- Made-to-order balustrades - Custom glass balustrade systems
- Custom shower screens - Made to your bathroom specifications
- Processed glass products - Any glass that has been specially manufactured or processed
- Opened or used products - Products removed from packaging and used
2.1 Why Custom Glass Cannot Be Returned
Custom and bespoke glass products are manufactured specifically to your measurements and specifications. Once we begin cutting, processing, or manufacturing these items, they cannot be resold to other customers. For this reason:
- Orders cannot be cancelled once processing begins
- You cannot return custom glass for a refund or exchange
- Incorrect measurements provided by you are your responsibility
- Changes of mind are not grounds for returns or refunds
Measurement Accuracy is Critical
You are responsible for providing accurate measurements. We strongly recommend using a professional to measure for custom glass installations, especially for:
- Shower screens and enclosures
- Glass balustrades and staircases
- Kitchen splashbacks
- Large glass panels
If you provide incorrect measurements, we cannot offer a refund or replacement. A new order will need to be placed at full cost.
3. Returnable Items
Items That CAN Be Returned
The following items can be returned within 14 days of delivery:
- Standard stock products - Uncut, unprocessed glass in standard sizes
- Hardware and accessories - Fixings, brackets, handles (in unopened packaging)
- Glass samples - Unused sample packs in original condition
- Off-the-shelf products - Standard items that have not been customized
3.1 Conditions for Returns
To be eligible for a return, items must meet the following conditions:
- Returned within 14 days of delivery
- In original, unopened packaging
- Unused and undamaged
- With all original labels and documentation
- Not a custom or bespoke item
4. Damaged or Defective Products
4.1 Delivery Inspection
IMPORTANT: Inspect on Delivery
You MUST inspect all products immediately upon delivery before signing for receipt. If you notice any of the following, note it on the delivery documentation:
- Broken or cracked glass
- Damaged packaging
- Missing items
- Visible defects
Claims for damage not reported at delivery cannot be accepted.
4.2 Reporting Damage or Defects
If you receive a damaged or defective product:
-
Report immediately
Contact us within 24 hours of delivery via email at info@tgpglass.co.uk or by phone
-
Provide evidence
Take clear photographs showing:
- The damaged/defective product
- The packaging
- Any shipping labels
- The specific defect or damage
-
Do not dispose
Keep the product, all packaging materials, and shipping boxes until the claim is resolved
-
We will assess
Our team will review your claim and photographs within 24-48 hours
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Resolution
If approved, we will arrange collection and provide either a replacement or full refund
4.3 Manufacturing Defects
If you discover a manufacturing defect within 12 months of delivery (not caused by improper installation or use), we will:
- Replace the defective product free of charge, or
- Provide a full refund including delivery costs
5. Wrong Item Received
If we send you the wrong item due to an error on our part:
- Contact us within 24 hours of delivery
- We will arrange collection at no cost to you
- We will send the correct item immediately
- Or provide a full refund if you prefer
- You will not be charged for return shipping
6. Return Process
6.1 How to Request a Return
-
Contact us first
Email info@tgpglass.co.uk or call 01239 842121 within 14 days of delivery
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Provide order details
Include your order number, the items you wish to return, and reason for return
-
Wait for authorization
We will review your request and provide a Return Authorization (RA) number if approved
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Package securely
Repackage the items in their original packaging with all accessories and documentation
-
Return the items
Use a tracked courier service and include the RA number with your return
Return Shipping: You are responsible for return shipping costs unless the return is due to our error or a defective product. We recommend using tracked and insured shipping.
6.2 Return Shipping Address
Once your return is authorized, we will provide the return address. Do not send items back without authorization - unauthorized returns will be refused.
7. Refund Process
7.1 Processing Time
Once we receive your returned items:
- We will inspect the items within 2-3 working days
- If approved, we will process your refund within 7 working days
- Refunds will be issued to your original payment method
- Bank processing may take an additional 3-5 working days
7.2 Refund Amount
For approved returns:
- You will receive a refund for the product cost
- Original delivery charges are non-refundable (unless item was faulty/incorrect)
- Return shipping costs are your responsibility (unless item was faulty/incorrect)
- If items are not in original condition, a restocking fee may apply
7.3 Restocking Fees
A restocking fee of up to 20% may be deducted if:
- Items are not in original packaging
- Items show signs of use or damage
- Original labels or documentation are missing
- Packaging has been opened (for certain products)
8. Exchanges
We do not offer direct exchanges. If you wish to exchange an item:
- Return the original item following our return process
- Once refunded, place a new order for the desired item
This ensures you get the item you want without delays waiting for the return to be processed.
9. Cancellations
9.1 Before Processing
You may cancel your order before processing begins for a full refund. Contact us immediately at info@tgpglass.co.uk or call 01239 842121.
9.2 After Processing Begins
Cannot Cancel
Once custom glass processing begins (cutting, toughening, edge work, etc.), your order cannot be cancelled or refunded. Processing typically begins within 24 hours of order confirmation.
9.3 Standard Products
For standard, non-custom items that have not been dispatched, cancellations are accepted with a full refund. Once dispatched, standard return procedures apply.
10. Installation Issues
We are not responsible for:
- Incorrect installation by you or third parties
- Damage caused during installation
- Products that don't fit due to incorrect measurements provided by you
- Modifications made by you or third parties
- Damage to surrounding structures during installation
If you use our professional installation service, any installation-related issues will be covered under our workmanship guarantee.
11. Faulty Installation by TGP Glass
If TGP Glass installs a product and there is an issue with our workmanship:
- Contact us within 7 days of installation
- We will send a technician to assess the issue
- We will rectify any installation faults free of charge
- Our workmanship is guaranteed for 12 months
12. Exceptions and Special Cases
12.1 Safety Glass Requirements
Glass installed in certain locations (doors, bathrooms, near floors) must be safety glass (toughened or laminated) by law. If you order incorrect glass type for your application, we cannot accept returns as you had a legal obligation to specify correctly.
12.2 Color and Finish Variations
Slight color variations between samples, online images, and actual products are normal due to:
- Manufacturing batch differences
- Screen display variations
- Lighting conditions
- Sample size vs full-size differences
These natural variations are not considered defects and are not grounds for return.
12.3 Glass Samples
We strongly recommend ordering samples before purchasing large quantities. Sample orders help you:
- Verify the exact color and finish
- Check compatibility with your space
- Make informed decisions
Sample packs can be returned if unopened and in original condition.
13. Force Majeure
We are not liable for delays or inability to fulfill orders due to circumstances beyond our control, including but not limited to:
- Acts of God, natural disasters
- Pandemics or public health emergencies
- Strikes or labor disputes
- Transportation delays
- Supplier failures
- Government restrictions
14. Questions and Disputes
14.1 Contact Us First
If you have any concerns about your order or a return, please contact us first. We are committed to resolving issues fairly and quickly.
Contact Details:
Email: info@tgpglass.co.uk
Phone: 01239 842121
Opening Hours: Monday - Friday, 8:30 AM - 5:00 PM
14.2 Alternative Dispute Resolution
If you are not satisfied with our response, you may use an alternative dispute resolution service. We are members of [relevant trade association if applicable].
14.3 Legal Rights
This Returns and Refunds Policy does not affect your statutory rights under UK consumer law.
15. Related Policies
For more information, please see:
