Cancelling an order for stock items

If you buy stock items as a consumer online, by phone, by email or through our chat, you can cancel for any reason. You have 14 days after you receive the goods to tell us, then 14 days to send them back. We refund the goods and, when you cancel the whole order, our standard outbound delivery, with no restocking charge. This right does not cover glass made to your measurements, and it does not apply to goods bought in person at a branch counter.

What is a stock item?

A stock item is something we sell as it is, off the shelf: hinges, handles, channels, seals, brackets, fixings and other hardware, and any ready-made product that is not made for you. Glass cut, drilled or processed to your sizes or specification is not a stock item. Read bespoke glass and your rights for that.

How do I cancel?

1. 1

   Step 1: Tell us within 14 days

   The 14 days start the day after you receive the goods. Send us a clear statement that you want to cancel.

2. 2

   Step 2: Use the form or your own words

   Use our cancellation form, or contact us by email or phone. Include your name, order reference, the items you are cancelling and the quantity. You do not need our permission or a reason, and the form is optional: if it does not work, use another route rather than wait.

3. 3

   Step 3: Keep a copy

   Keep a copy of your notice, and proof of posting when you send the goods.

4. 4

   Step 4: Send the goods back within 14 days

   You have 14 days from telling us to send the goods back. Contact us for the right return address and how to pack them.

Sending a notice tells our team. It does not by itself issue a refund: we check the order and confirm the next steps with you.

What do I get back, and when?

We refund the price of the cancelled goods. When you cancel the whole order, we also refund the cost of our standard outbound delivery. An upgrade above standard delivery is not refunded under this right. There is no restocking fee.

We refund without undue delay and within 14 days after we receive the goods back, or after you show us evidence that you sent them, whichever is first. If we offered to collect the goods, the refund is due within 14 days of your cancellation notice. The refund goes to your original payment method unless you agree otherwise, and there is no fee for it.

You may inspect the goods as you would in a shop. Where the law allows, we may reduce the refund for loss in value caused by handling beyond what was needed to check them. The full rules are in the Consumer Contracts Regulations 2013.

Mixed orders and faulty goods

An order that includes made-to-measure glass does not make its separate stock items bespoke. Tell us which lines you want to cancel, and we look at each line on its own rules.

If an item is faulty, damaged or not as described, say so. That is a faulty-goods claim, not a cancellation, and it is never subject to a restocking charge. Report it on your order tracking page, and never post broken glass back to us. Read reporting damage in transit.

What if I bought at the counter?

Goods bought in person at a branch counter carry no statutory change-of-mind right. Our voluntary returns policy still applies to eligible unused stock items in the same condition, however you bought them:

The last day of each window is included. A restocking charge is never taken from a statutory cancellation refund.

Where to go next

• Send a notice: cancellation form
• Returning hardware
• Refunds and how long they take
• Returns, refunds and damage

Questions we get asked