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A refund goes back the way you paid unless you agree something else with us. A statutory cancellation is refunded within 14 days of us getting the goods back, or of your proof that you sent them. Every refund comes with a credit note, which records what was refunded and why. A credit note on its own is a record, not proof that money has reached your bank, so ask for the refund method and date if you need to trace it.
How long does a refund take?
| Reason for the refund | When we refund |
|---|---|
| You cancel stock items within 14 days | Within 14 days of getting the goods back, or your proof of sending, whichever is first |
| We offered to collect the goods | Within 14 days of your cancellation notice |
| A change to your order lowers the total | When the change is made |
| Faulty, damaged or wrong goods | When the remedy is agreed with you |
Once we have sent a refund, your bank or card provider can take a few more days to show it.
How is a refund paid?
Step 1: We agree the refund
We confirm the amount and the reason with you, by email or on your order.
Step 2: We send the money back
An online card payment is refunded to the same card. A counter payment is refunded at the branch, in cash or on the card machine, the way it was paid. A trade account on credit terms is credited, which reduces what the account owes.
Step 3: You get a credit note
The credit note records the amount, the VAT and the reason. It links to the invoice it corrects.
Step 4: Track it
Signed in, the returns list in your account shows the refund as processing, then refunded once it has gone, with how it was paid.
Where a refund cannot go back to its source, it is usually settled with a credit note you can spend with us. We can also put it on a gift card if you would rather.
What is refunded on a cancellation?
On a statutory cancellation we refund the price of the cancelled goods. When the whole order is cancelled we also refund our standard outbound delivery. An upgrade above standard delivery is not refunded under this right, and no restocking fee is taken.
We may reduce a cancellation refund if goods have lost value because they were handled beyond what you need to check them. Read cancelling a stock item.
What about our voluntary returns policy?
For eligible unused stock items outside the statutory right, our own returns policy may give a full refund or a refund less a restocking charge, depending on how long after the invoice you return them. The current windows are on our returns page. A restocking charge is never taken from a statutory cancellation refund. Made-to-measure glass has no change of mind return.
Where does a gift card refund go?
If you paid partly or fully with a gift card, that part goes back onto the gift card. Points you spent go back as points. The rest is refunded the way you paid. See gift cards.
What if the glass is faulty?
Faulty, damaged or wrong goods are covered by your statutory rights, including made-to-measure glass. That can mean a repair, a replacement or a refund. Read faulty glass and remakes.
If the money has not appeared
- Check whether the refund has been sent, not only agreed.
- Check the payment method you used for the original purchase.
- Ask us for the refund reference and the date it was sent.
- If needed, give that reference to your bank or card provider.
Keep the invoice, the return or claim reference and the credit note together. A refund may be for one line, delivery or a price correction rather than the whole order, and a deposit order may only have had part of its total paid. If the amount looks wrong, tell us which line you think needs checking. Never send full card details to help us find a refund.
Where to go next
- Invoices and credit notes
- Returns, cancellations and damaged glass
- Read the full policy: returns and refunds
- If a refund date has passed without an explanation, make a complaint with the refund reference.
Questions we get asked
Does a credit note mean money has reached my bank?
No. The credit note records the adjustment. Ask whether the refund has been sent, which way it went and its reference.
Can I have my refund to a different card?
Refunds go to the original payment method unless you expressly agree something else with us. Do not send card details by email.
Do I get VAT back on a refund?
Yes. The credit note shows the VAT refunded beside the net amount.
Should I send broken glass back for a refund?
No. Send photos if you can take them safely, and we tell you what to do with it.
Contact the team with your order reference and the step you need help with, or search all help topics.