Refund and replacement policy
Returning an item
If you receive a “stock item” order in good condition but you consider any item to be unsuitable, you may return it for a refund provided that you do so within 7 days of receipt. You must notify us by email at sales@made2measure.co.uk stating your reason for return.
- Your full contact details
- Details of the product(s) that you wish to return
- The reason for return
- Date of purchase
- Our order/invoice number.
We will then arrange for the goods to be collected from you and you will be liable for the collection costs. We charge £15 per item for collection. The item must be in its original condition, with all packaging materials intact. We reserve the right to refuse returns or to charge you for our reasonable cost if the product is received otherwise in accordance with these requirements. You will receive a full refund once the goods have been returned to us and have been inspected. Refunds will be made within a maximum of 5 days of the items being returned to us.
Without prejudice to the statutory rights afforded to consumers under English law, Concorde Glass Limited accepts no liability for any failure to ship products where this results from its inability to do so resulting from acts of god, civil commotion, riots, flood, draught, fire, legislation or other factors outside it's control, or its decision on reasonable grounds not to do so for reasons of suspicion of credit card fraud or similar, provided that it takes all reasonable steps to notify you within fourteen (14) days of order placement that products will not be shipped as ordered. In such cases Concorde Glass Limited will not process any payment or will immediately refund any payment made, in full.
If you receive a made to measure bespoke item that is in good condition but not suitable, we will reimburse only the profit on the order. All material costs, delivery costs and labour will be paid by the customer. It is the customer's responsibility to ensure for bespoke items they are satisfied prior to ordering the items concerned are appropriate for use. We will require to see photographs of the product being disposed prior to any credit being issued.
Replacement policy
Damages at point of delivery –
In the unlikely event of damage being noticed upon delivery the driver will take away the item but you must accept the rest of the items on the delivery.
To ensure we remanufacture the correct item we kindly you notify us within 24 hours with the below information -
- Your full contact details
- Details of the product(s) that was damaged including size / thickness and anything else required to correctly identify the panel if part of a larger order
- Our order/invoice number.
You will receive a confirmation of a replacement order within 48 hours, and we will look to expedite the production as fast as possible. Please check the ticket is correct in terms the replacement panel has been correctly identified.
Damages or quality issues after point of delivery –
All our quality standards adhere to internationally recognised standards and are in accordance with our independently audited glass certifications which can be viewed online here /important-documents-and-certification/
A short, simplified guide to quality standards as per our accreditations is also available online here /quality-control-documents/
In the unlikely event of damage or a quality issue being noticed after delivery please email us at sales@made2measure.co.uk with the following details
- Your full contact details
- Details of the product(s) that was damaged / has a quality issue including size / thickness and anything else required to correctly identify the panel if part of a larger order
- Our order/invoice number.
- Photographic evidence of the issue including a photo of the entire panel as well as any close-up photos. If the issue is related to measurements, please show the tape measure at the correct angle across the entire panel.
Upon receipt of this email a member of the customer services team will contact you by phone or email.
Please note we cannot accept any claims after the product has been installed.
If we accept the claim, you will receive a confirmation of a replacement order and we will look to expedite the production as fast as possible. Please check the ticket is correct in terms the replacement panel has been correctly identified when you receive it. As a general rule we will not reimburse for a damaged or quality issue panel or item, but we will always look to replace.
We cannot accept any liability for any losses sustained for a damaged item or quality issue.
