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Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Our "cut to size", branded stove glass and bricks are non refundable due to being a bespoke made products (every item is cut to order).
To complete your return, we require a receipt or proof of purchase.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
We can only cover for breakage in the event that the glass breaks in transit. Once the glass has been received and fitted we cannot cover for any subsequent breakage. Please inspect the glass upon receipt to see if their are any flaws and notify us immediately if there are.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com
In the unlikely event that your glass is damaged in transit, please do not remove it from it's packaging. Please send photos of the damage to our contact email address within 4 days of receipt and we can arrange a replacement.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a tracked service.
There is an industry tolerance of +/-2mm on glass sizes so please account for this when placing an order. Glass will usually be cut exactly to the sizes ordered but if the cut measurement is within 2mm of the size ordered it is deemed to have been cut to an acceptable level of accuracy.
We take pride in the fact that each piece of glass we produce is cut by hand. As a result of this process, it is not uncommon for the glass to exhibit a slight unevenness at the edges. We would like to reassure you that this will not impact the performance of the glass when exposed to heat, and once installed, the edge should not be visible. Nonetheless, we always strive to achieve the cleanest possible cut and maintain the highest standards of craftsmanship.
Our glass is supplied without warranty. We strongly advise that you follow our fitting tips here: https://www.stoveglassreplacement.co.uk/pages/how-to-replace-your-stove-glass to try to ensure the longevity of your glass and avoid premature breakage. The glass we supply is Schott Robax and is specifically designed for use in stoves.