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Check every piece of glass when it arrives, before you fit it. Look along each edge and corner for chips and cracks, check the faces for scratches, measure each piece against your drawing, and check the holes and cut-outs are where the drawing shows them. If anything is damaged, wrong or missing, report it through the claim option on your order tracking page. Never fit a damaged piece, and never return broken glass.
How do I check my glass?
Step 1: Check the packaging first
Before you unwrap anything, look for crushed corners, tears or rattling. Photograph any damage to the packaging.
Step 2: Check the edges and corners
Unwrap each piece on a soft, flat surface. Run your eye along every edge and corner for chips, flakes and cracks. Corners take most knocks in transit.
Step 3: Check both faces
Look across the glass at a low angle, against the light, for scratches and marks. Clean off any packing dust with a soft damp cloth first.
Step 4: Measure each piece
Measure the width and height and compare them with your drawing. Unless your drawing shows a different figure, sizes are cut to within plus or minus 2 mm.
Step 5: Check holes and cut-outs
Check every hole, notch and cut-out is in the place the drawing shows, measured to its centre from the same edges.
Step 6: Check the hardware
Count the hinges, channel, seals, brackets and fixings against your order.
What counts as a fault?
A chip, crack or scratch that you can see from normal viewing distance, a size outside the tolerance on your drawing, or a hole in the wrong place is a fault for us to put right. Some things are normal for glass and are not faults, such as a slight ripple in toughened glass seen at an angle. Our guide to visual quality and tolerances explains what to expect and how glass is viewed.
What do I do if something is wrong?
Step 1: Stop and keep everything
Do not fit the piece. Keep it, and the packaging, where it is safe.
Step 2: Take photos if it is safe
Photograph the damage close up, the whole piece, and the label. Do not handle broken glass to get a better picture.
Step 3: Report it
Open your order tracking page from your confirmation email and use "Report damage or a problem". Choose arrived damaged, wrong item or something missing, and add a line or two.
Please report transit damage within 14 days so we can investigate promptly. Reporting later does not remove your statutory rights, and a fault that could not reasonably have been seen on delivery is covered regardless. Damaged in transit? We remake it free of charge, or refund it if you would rather. Read reporting damage in transit for what happens next.
Where to go next
- Report a problem: open order tracking
- Reporting damage in transit
- Faulty glass and remakes
- Visual quality and tolerances
Questions we get asked
Do I have to report damage while the driver is there?
It helps if you can, but it is not a condition. Report it on your order tracking page as soon as you find it.
Should I send the broken piece back?
No. Never return broken glass. We will tell you how to dispose of it safely or arrange collection.
Are photos compulsory?
No, but they are the quickest route to a decision. Add them if you can take them safely.
My glass is the right size but the hole is in the wrong place. Is that covered?
Yes. A hole that is not where your confirmed drawing shows it is a fault for us to put right. Report it with a photo and a measurement.
Contact the team with your order reference and the step you need help with, or search all help topics.