Can I return my order?

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.