Refund & Returns Policy

Last updated: November 2025

1. Overview

Because all insulated glass units (IGUs) we sell are custom-made to your exact size and specification, most orders cannot be cancelled or returned. This policy explains when refunds, replacements, or cancellations are available.

2. Custom-Made Items (No Returns)

All glass units supplied through this website are manufactured specifically for each order. Therefore:

  • We cannot accept returns for custom-made glass.
  • Refunds are not available for incorrect measurements provided by the customer.
  • We strongly recommend double-checking all sizes before ordering.

This is in accordance with consumer protection laws, which allow businesses to refuse returns for made-to-order items that cannot be resold.

3. Order Cancellation

You may request cancellation before the order has been sent to the factory for production. Once the order has been sent to the factory for production (usually within 4–24 hours), it cannot be cancelled.

If you wish to cancel, contact us immediately at:
Email: support@glassunitsdirect.co.uk

4. Damaged or Incorrect Items

If your order arrives damaged or incorrect, we will replace the affected unit(s) free of charge. However, strict conditions apply due to the nature of glass deliveries.

4.1 Inspection Required on Delivery

You must inspect the glass at the time of delivery while the driver is present.

  • Check for visible breakage or defects.
  • Report damage to the driver immediately.
  • Take clear photos of the damage.
  • Notify us within 24 hours.

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

4.2 Claims Not Accepted If:

  • Damage is reported after the delivery has been completed.
  • The delivery was signed as “received in good condition”.
  • No photos of the damage are provided.

These restrictions apply to transport damage. Any manufacturing defects or units not made to the ordered specification remain covered under sections 5 and 6 below.

5. Manufacturing Errors

If we produce the wrong size/specification compared to your order confirmation:

  • We will replace the glass free of charge.
  • You do not need to return the incorrect panel unless instructed.

6. Warranty Claims (5-Year IGU Warranty)

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

  • Seal failure (misting/condensation inside the unit)
  • Gas leakage
  • Spacer bar defects

6.1 Warranty Does Not Cover:

  • Glass 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.
  • Improper installation
  • Use of incorrect sealants or glazing materials
  • Installation into warped or unsuitable frames
  • Damage caused by building movement or impact
  • Normal optical variations in toughened or Low-E glass

7. Refunds (Where Applicable)

Refunds are only provided when:

  • The item is faulty and cannot be replaced
  • The order is cancelled before production starts
  • We are unable to supply the item

Refunds are issued to the original payment method. Processing times vary depending on your bank or card provider.

8. Return Shipping

Custom-made glass products cannot be returned unless we expressly request them back. If a return is required, we will provide instructions.

9. Contact Us

If you have any questions about this policy or need help with an order:

Email: support@glassunitsdirect.co.uk