Terms & Conditions

Last updated: November 2025

By purchasing from us, you agree to the following Terms and Conditions. Please read them carefully before placing an order.

1. About Us

We supply made-to-measure insulated glass units (IGUs), including double and triple glazing, Low-E, toughened, laminated and low-iron options for residential and commercial projects. We only supply sealed glass units – we do not sell window or door frames, sashes, hardware or any other parts of the glazing system.

2. Custom-Made Glass Products

All glass products sold on this website are custom-made according to your chosen sizes, specifications, and configurations.

Because of this, please note:

  • Orders cannot be cancelled once they have been sent to the factory for production.
  • Returns are not accepted unless the item is faulty or manufactured incorrectly.
  • You are responsible for providing accurate measurements and specifications.

We strongly recommend double-checking all window and frame dimensions before placing your order.

3. Order Process

When you place an order:

  1. You will receive confirmation by email.
  2. Production typically begins within 4–24 hours.
  3. Orders cannot be cancelled once they have been sent to the factory for production.
  4. Production times may vary depending on glass type and workload.

We may decline an order if the requested specification is unsafe or non-compliant with UK building requirements.

4. Pricing & Payment

All prices include VAT unless otherwise stated. Payment must be made in full at checkout.

Prices may be updated at any time, but confirmed orders will not be affected.

5. Delivery

Glass units are delivered according to a scheduled delivery route. Delivery timings may vary depending on location and workload.

5.1 Delivery Scheduling

  • You will receive an estimated delivery date after your order is scheduled.
  • Delivery dates are estimates only and may change without notice.
  • Someone should be available to receive and inspect the glass.
  • The driver may leave the order in a safe place, but this is not guaranteed and is at the driver’s discretion.

5.2 If Delivery Cannot Be Completed

  • If the driver cannot safely access the property, or no suitable safe place is available, the delivery may not be completed.
  • A new delivery attempt will need to be arranged.
  • Redelivery fees may apply.

6. Mandatory Inspection on Delivery

To protect both parties, all glass must be inspected at the time of delivery while the driver is present.

6.1 Inspection Requirements

  • Check the glass before signing for it.
  • Inform the driver immediately of any visible damage.
  • Take clear photographs of the damage.
  • Notify us within 24 hours.

6.2 Why This Is Necessary

Most delivery services do not accept claims for damaged items if they were signed for as “received in good condition.”

6.3 If Damage Is Reported Correctly

We will replace the damaged units free of charge.

6.4 If Damage Is Not Reported at Delivery

  • We cannot replace or refund damage that is reported after the delivery has been completed.
  • However, any manufacturing defects or items not made to the ordered specification remain fully covered and will be corrected or replaced as part of our guarantee.

7. Returns & Refunds

  • No returns for incorrect measurements or change of mind.
  • Refunds only issued for faulty or incorrectly manufactured items.

Manufacturing errors will be corrected with a replacement at no cost.

8. Warranty

Our insulated glass units include a 5-year warranty covering:

  • Seal failure (mist/fog inside glass)
  • Spacer bar defects
  • Gas leakage

Warranty Exclusions

  • Breakage after delivery
  • Spontaneous glass breakage. Toughened glass can occasionally break without an obvious impact due to factors such as installation stress, frame movement, thermal stress or natural material characteristics inherent to toughened glass. As these issues arise after delivery and are not caused by manufacturing faults, spontaneous breakage is not covered by the warranty.
  • Incorrect installation
  • Improper sealants or glazing methods
  • Installation in unsuitable frames
  • Building movement or impact damage
  • Normal glass variations (distortion, tint differences)

9. Installation Disclaimer

We do not provide installation services or supply any frames. It is the customer’s responsibility to ensure:

  • Professional installation
  • Frames (supplied by others) are suitable
  • Correct packers, sealants, and methods are used
  • Compliance with UK Building Regulations

10. Product Variations

Normal manufacturing tolerances may include:

  • Slight colour variations
  • Minor thickness differences
  • Distortion in toughened glass
  • Natural tint differences in Low-E or low-iron glass

11. Limitation of Liability

  • We are not liable for incorrect measurements provided by the customer.
  • No liability for installation costs or damage.
  • No responsibility for delivery delays.
  • No compensation for lost profits or business interruption.

Our maximum liability is the value of the order.

12. Changes to These Terms

We may update these Terms & Conditions at any time.

13. Contact Us

Email: support@glassunitsdirect.co.uk
Hours: Monday–Friday, 9am–5pm