Direct Glazing – Cancellation Policy

At Direct Glazing, all products are made-to-order bespoke items, designed and manufactured to your individual specifications. Unlike off-the-shelf products, once an order has been placed and production has begun, the items cannot be cancelled, altered, or refunded except where required by law.

1. Bespoke Orders – No Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day cooling-off period does not apply to goods that are:

Made to the consumer’s specifications, or
Clearly personalised.

As all Direct Glazing products are bespoke, the legal cooling-off period is excluded once your order enters production.

2. Right to Start Immediately

By paying your deposit, you provide express agreement that:

Work and production on your order may begin immediately.
You waive any right to cancel under the standard 14-day cooling-off period.
Once manufacturing begins, no cancellation, refund, or alteration will be accepted unless agreed in writing by Direct Glazing.

3. Customer Responsibility

Customers must ensure all order details, measurements, and specifications are correct before confirming the order.
Once your order is placed and confirmed, any changes may not be possible. If changes are possible, additional charges may apply.

4. Exceptions

Cancellation may only be accepted if:

Production has not yet begun, and
Written confirmation of cancellation is received within 24 hours of order placement.

If manufacturing has started, cancellation is not possible.

5. Faulty or Damaged Goods

Your statutory rights are not affected. If your goods are faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund in line with our Returns & Refunds Policy.

6. Agreement to Terms

By placing an order with Direct Glazing, you confirm that you:

Understand and accept this Cancellation Policy.
Authorise Direct Glazing to begin work immediately upon deposit.
Acknowledge that once production begins, cancellation is no longer possible.

Last Updated: 01/09/2025