Made-to-measure glass and your rights

Glass made to your measurements or specification is excluded from the 14-day change-of-mind cancellation right, under regulation 28(1)(b) of the Consumer Contracts Regulations 2013. We tell you this at checkout, before you pay. You can still ask to change or cancel bespoke work free of charge before production starts. And if the glass is faulty, damaged or not what you ordered, your statutory rights apply in full.

Why can made-to-measure glass not be returned?

Each piece is cut to one size, drilled and notched for one layout, and often toughened afterwards. Toughened glass cannot be cut, drilled or trimmed once it is made, so a piece made for your opening cannot be resold or reworked for someone else's. That is why the law allows goods made to the customer's specification to be excluded from the change-of-mind right. The rule is set out in regulation 28 of the Consumer Contracts Regulations 2013.

The exclusion covers change of mind only. It never removes your rights when something is wrong with the glass.

Can I change or cancel before it is made?

Yes. Under our own policy, you can ask for a free change or cancellation before production starts. Act quickly:

1. 1

   Step 1: Contact us straight away

   Contact us with your order reference and what you want to change or cancel. Ring us if it is urgent.

2. 2

   Step 2: Wait for our answer

   Sending a request does not stop cutting by itself. We check the status of your order and tell you whether production has started.

3. 3

   Step 3: Check the new drawing

   If you change a size or a detail, we send a new drawing. Check it before you confirm.

There is also a window after you order to request a correction from your Check your order page, linked in your confirmation email. Read changing or cancelling an order for how it works.

What if the glass is faulty or wrong?

Your goods must be of satisfactory quality, fit for purpose and as described, and that includes made-to-measure glass. If a piece is damaged, made to the wrong size, or has a hole or cut-out in a different place from your confirmed drawing, it is ours to put right. Report it on your order tracking page. Read faulty glass and remakes.

What if I measured it wrong?

The measurements you give us are your responsibility. We make the glass to the sizes you enter and confirm on the drawing, so a piece made correctly to a wrong measurement is not a fault. Glass made within the tolerances shown on your drawing matches your order.

If we took the measurements, on a measuring or templating visit, getting them right is our responsibility. Read templating if you would rather we measured.

Where to go next

• Our full policy: returns and refunds
• Drawings and checks
• Faulty glass and remakes
• Measuring an opening

Questions we get asked