Return eligibility depends on what you ordered:
✓ OFF-THE-SHELF ITEMS (Can Be Returned):
Items that are standard sizes and kept in stock:
• Standard size stove glass from our listed models
• Standard fire bricks
• Ropes and gaskets (unopened)
• Clips and accessories (unopened)
Return Conditions:
• Item must be unused and in original packaging
• You pay for return postage
• Refund given minus original delivery cost
• Must be returned within 14 days
✗ CUT-TO-SIZE / BESPOKE ITEMS (Cannot Be Returned):
Items made specifically to your measurements:
• Custom-cut stove glass
• Arched or shaped glass
• Any glass cut to your specific dimensions
Why?
These items are manufactured specifically for you and cannot be resold. This is stated in our terms and conditions.
EXCEPTIONS - When We Accept Returns on Bespoke Items:
We WILL accept returns and provide replacement/refund if:
✓ Item arrived damaged
✓ Wrong size sent (our error)
✓ Manufacturing defect
✓ Item not as described
How to Return Eligible Items:
Step 1: Contact Us
Email or message us with:
• Order number
• Item(s) you wish to return
• Reason for return
Step 2: Receive Return Instructions
We'll send you:
• Return authorisation
• Return address
• Any specific instructions
Step 3: Send Item Back
• Pack securely in original packaging if possible
• Send via your preferred courier
• Keep proof of postage
• Send tracking number to us
Step 4: Refund Processed
Once we receive and inspect the item:
• Refund processed within 3-5 working days
• Refund to original payment method
• You'll receive confirmation email
Refund Amount:
Original item cost: 100% refunded
Original delivery cost: NOT refunded (unless our error)
Return postage: Your cost
Example:
• Item cost: £89.99
• Delivery: £6.99
• Total paid: £96.98
• Refund: £89.99
I Ordered the Wrong Size - What Are My Options?
If it's too large:
• Can a local glass shop cut it down?
• We can cut it down for you (£9.99 + return shipping, at your risk)
If it's too small:
• Unfortunately not eligible for return if cut-to-size
• You can order the correct size
• We may be able to offer a small discount on your replacement order as goodwill
Damaged or Wrong Item:
See our specific articles:
• "My glass arrived broken - what do I do?"
• "I received the wrong size or wrong item"
Questions About Returns?
Contact us and we'll clarify whether your item is eligible and guide you through the process.