Returns & Refunds Policy | Direct glazing

Direct Glazing – Returns & Refunds Policy

At Direct Glazing, we pride ourselves on delivering high-quality, bespoke products made to your exact specifications.
Because our products are made to order, all bespoke items are non-returnable unless they arrive faulty or damaged.

1. Faulty or Damaged Goods

If your bespoke order arrives damaged or faulty, we will arrange a repair, replacement, or refund in line with your legal rights.

Conditions:

We must be informed within 48 hours of delivery or installation.
Photographic evidence must be provided.
Products must not be broken into small fragments (“thousands of pieces”), as this may affect our ability to verify the damage.

2. Size & Measurement Responsibility

If Direct Glazing carried out the survey and measurements, we accept full responsibility for ensuring the goods fit as intended.
If the customer provides their own measurements, the customer is fully responsible for their accuracy.
If goods do not fit due to customer-supplied measurements, this is not considered a manufacturing fault and is not eligible for a return, refund, or free replacement.

3. Damage After Delivery or Installation

No returns, refunds, or free repairs will be provided if the product has been:

Tampered with, altered, or adjusted by the customer or a third party.
Damaged through misuse, neglect, or poor maintenance.
Used in a way that is not in line with its intended purpose.

Once products are delivered and/or installed, responsibility for safe and appropriate use passes to the customer.

4. How to Return Faulty or Damaged Goods

Return Procedure:

Package goods securely to prevent further damage in transit.
Send returns to:

Direct Glazing
7A Queens Road
Sunninghill, Ascot
Berkshire, SL5 9AF

We strongly recommend using a tracked/recorded delivery service to protect against loss in transit.

5. Refund Process

Refunds or replacements will only be processed once the goods have been inspected and the reported fault or damage confirmed.

If inspection shows the goods have been tampered with, misused, or damaged after delivery, no refund will be issued.

6. Agreement to Terms

By placing an order with Direct Glazing, you confirm that you have read, understood, and agreed to this Returns & Refunds Policy, which forms part of our Terms & Conditions.

Last Updated: 09/08/2025