On this page
If your glass or hardware is faulty, not fit for its purpose or not as described, the Consumer Rights Act 2015 gives you remedies, and that includes made-to-measure glass. In the first 30 days after delivery you normally have the short-term right to reject and get a refund. Report the problem on your order tracking page or contact us, and we agree the remedy with you. If a remake is the answer, it goes into the workshop straight away.
What counts as faulty?
Goods must be of satisfactory quality, fit for purpose and as described. For glass, a fault is something like:
- a chip, crack or scratch visible from normal viewing distance
- a size outside the tolerance on your confirmed drawing
- a hole, notch or cut-out in a different place from the drawing
- the wrong glass, thickness, edge or finish
- hardware that does not work or is not the part you ordered
Some things are normal for the product and are not faults, such as slight distortion in toughened glass seen at an angle. Our guide to visual quality and tolerances explains what to expect. A piece made correctly to measurements you gave us, which turn out to be wrong, is not a fault either.
How do I report a fault?
Step 1: Stop using or fitting the piece
Do not fit glass that is faulty. Fitting it can make the problem worse or put someone at risk.
Step 2: Report it
Use "Report damage or a problem" on your order tracking page, or our contact form. Say what is wrong and which piece.
Step 3: Add photos and measurements
Photographs, and a measurement where the size or a hole position is wrong, help us decide quickly.
Step 4: Agree the remedy
A member of our team picks up your report and agrees the remedy with you.
What remedies do I have?
The Consumer Rights Act 2015 sets out the remedies in stages:
| When | Your remedy |
|---|---|
| Normally within 30 days of delivery | The short-term right to reject, for a full refund |
| After that, or if you prefer | A repair or a replacement, which for glass usually means a remake |
| If a repair or replacement fails or is not possible | A price reduction, or the final right to reject |
A remake is not always a substitute for a refund you are entitled to. We assess the remedy with you. If a remake is agreed, it is opened as a job in the workshop straight away rather than waiting for paperwork. If a refund is agreed, you get a credit note as the record. The Act is on legislation.gov.uk.
What about services we carried out?
Where we provide a service, such as measuring, templating, delivery or fitting, we carry it out with reasonable care and skill, as the Act requires. If a service was not done that way, tell us and we will put it right or agree a price reduction. Work by an independent fitter from our directory is between you and the fitter. See finding a fitter.
Where to go next
- Report a fault: open order tracking
- Guarantees and safety glass standards
- Reporting damage in transit
- Making a complaint
Questions we get asked
Is made-to-measure glass covered if it is faulty?
Yes. The bespoke exclusion covers change of mind only. Faulty, damaged or wrongly made bespoke glass is covered by your statutory rights.
I found the fault after 30 days. Is it too late?
No. After the short-term right to reject, you can still ask for a repair or replacement, and then a price reduction or the final right to reject.
Do I have to accept a remake?
Not always. A remake is not always a substitute for a refund you are entitled to. We agree the remedy with you.
Who pays to put it right?
When the fault is ours, putting it right is at our cost.
Contact the team with your order reference and the step you need help with, or search all help topics.