Refund policy

VAN GLASS LTD Returns & Refunds Policy

Returns & Refunds

At VAN GLASS LTD, we understand that occasionally a product may need to be returned. Due to the fragile nature of vehicle glass, the following conditions apply to all non-fault returns.

Nothing in this policy affects your statutory rights under applicable consumer protection legislation.

1. Right to Cancel

If you are purchasing as a consumer, you have the legal right to cancel your order within 14 days of receiving the goods.

To exercise this right, you must notify VAN GLASS LTD in writing within the cancellation period.

Once you have notified us of your intention to cancel, you must return the goods to us without undue delay and no later than 14 days from the date you informed us of your decision to cancel.

2. Condition of Returned Goods

To qualify for a refund, returned goods must:

• Be unused and uninstalled.
• Be in their original packaging.
• Include all protective materials supplied.
• Be suitable for resale as new.
• Be free from scratches, chips, cracks, adhesive residue, contamination, or installation damage.

You may inspect the goods as you would in a retail store; however, VAN GLASS LTD reserves the right to make a deduction from any refund where the value of the goods has been diminished through handling beyond what is reasonably necessary to establish their nature, characteristics and suitability.

3. Customer Responsibility for Return Shipping

Unless the goods are faulty, damaged on arrival, or supplied incorrectly, the customer is solely responsible for arranging and paying for the return of goods.

The customer is responsible for ensuring that:

• The goods are adequately packaged for transport.
• Appropriate protective materials are used to prevent breakage.
• A tracked delivery service is used.
• Suitable transit insurance is obtained where available.

VAN GLASS LTD strongly recommends retaining proof of postage and tracking information until your return has been received and processed.

4. Risk Remains With The Customer Until Received

Returned goods remain entirely at the customer's risk until they have been physically received, unpacked and inspected by VAN GLASS LTD.

The customer is solely responsible for any loss or damage occurring during the return process, including damage caused by:

• Inadequate packaging.
• Unsuitable transport arrangements.
• Mishandling by the chosen carrier.
• Failure to obtain appropriate transit insurance.

No refund will be issued for:

• Goods lost during return transit.
• Goods damaged during return transit.
• Goods returned with inadequate packaging.
• Goods arriving chipped, cracked, scratched, or otherwise unsuitable for resale.

Where returned goods arrive damaged, no refund will be payable. VAN GLASS LTD may, at its discretion, provide photographic evidence of the condition of the goods upon arrival.

5. Inspection Upon Receipt

All returned goods are inspected upon arrival.

A refund will only be authorised once VAN GLASS LTD has confirmed that:

• The correct goods have been returned.
• The goods have arrived intact.
• The goods remain in a resalable condition.
• The goods comply with the requirements set out in this policy.

No refund will be issued until the returned goods have been physically received, unpacked and inspected by VAN GLASS LTD. Photographs supplied by the customer before or during transit do not constitute proof of the condition of the goods upon receipt and do not guarantee eligibility for a refund.

Where returned goods are found to be chipped, cracked, scratched, damaged, improperly packaged, altered, or otherwise unsuitable for resale, VAN GLASS LTD reserves the right to refuse the return and no refund will be payable.

6. Refund Processing

Once a return has been received, inspected and approved, any refund due will be processed using the original payment method.

For cancelled orders returned under statutory consumer cancellation rights, refunds will be made in accordance with applicable legal requirements.

Unless required by law, original delivery charges are non-refundable.

VAN GLASS LTD reserves the right to withhold any refund until the goods have been received and inspected.

7. Faulty, Damaged or Incorrect Goods

This policy does not affect your statutory rights.

If you believe goods have been supplied incorrectly, are faulty, or have arrived damaged, you must notify VAN GLASS LTD as soon as reasonably possible and provide:

• Your order number.
• A description of the issue.
• Photographs of the goods and packaging where requested.

Once the issue has been assessed, VAN GLASS LTD will provide an appropriate remedy in accordance with your legal rights.

8. Vehicle Glass Returns

Due to the fragile nature of vehicle glass products:

• Extra care must be taken when packaging returns.
• Original packaging should be retained until you are satisfied that the goods are suitable for your requirements.
• We strongly recommend using a specialist carrier experienced in transporting vehicle glass.
• Standard courier services may not provide suitable handling procedures or adequate insurance cover for glass products.

Any damage occurring during the return journey remains the responsibility of the customer unless the return relates to goods that were supplied faulty, damaged, or incorrectly by VAN GLASS LTD.

Return Authorisation

Before returning any goods, customers must contact VAN GLASS LTD to obtain return instructions.

Returns sent without prior authorisation may be refused or experience delays in processing.

Contact Us

If you wish to arrange a return, please contact VAN GLASS LTD before sending any goods back to us.

Please provide:

• Your order number.
• The product(s) you wish to return.
• The reason for the return.

We will then provide the appropriate return instructions.

By returning goods to VAN GLASS LTD, you acknowledge and accept that responsibility for the safe return of the goods remains with you until the goods have been received, unpacked and inspected by VAN GLASS LTD, and that eligibility for any refund is subject to the returned goods arriving in an intact, undamaged and resalable condition.