Terms of service

1. GENERAL TERMS AND APPLICATION

These Terms and Conditions shall apply to all sales of goods by the Company to the exclusion of all other terms, conditions and warranties whatsoever. These Terms and Conditions shall not be varied save by written agreement between the Company and the buyer.

The Company reserves the right to refuse or cancel any order whether or not the order has been confirmed and your account charged. When ordering products through our website, please note that we do not hold any accountability to what is purchased. Our customer service team are here to help ensure you get the correct products ordered, yet errors in communication are possible so please ensure you are confident you have the right products for your requirements as we cannot take responsibility for incorrect website purchases.

Our filters and product categorisation are only to be used as a guide. Please take care to check your order before confirming payment. If an item appears within an incorrect filter or category, please contact us and we shall amend the product information accordingly.

2. DELIVERY TERMS AND CONDITIONS

2.1 Delivery Timeframes

Any dates quoted for delivery of goods are estimates only and the Company shall not be liable for any delay in delivery of goods howsoever caused. We offer standard delivery (1-3 working days) to addresses in designated delivery zones. Additional costs may apply for extended delivery zones, which will be calculated automatically at checkout, and delivery times may be longer for these areas.

Delivery times are calculated in working days (Monday to Friday, excluding Bank Holidays). If you place an order after midday, please calculate your delivery time from the following working day. Whilst we do everything we can to meet the delivery times specified in this section, delivery times are not guaranteed. We will inform you if we become aware of any unexpected delay. All goods will be delivered within 30 days of order confirmation.

2.2 Delivery Methods

Domestic orders are generally delivered by DHL Parcel (UK Mail), DPD or Royal Mail. International orders are sent by various couriers selected to keep costs as low as possible for the customer. All postage rates and delivery times for international orders are shown on the basket and checkout page.

2.3 Customer Delivery Obligations

Delivery of goods shall be effected by delivering the goods to the address communicated by the buyer to the Company at the time of placing the order and confirmed in the order confirmation.

If the buyer fails to take delivery of the goods or fails to give the Company adequate delivery instructions at the time of placing the order (otherwise than by reason of any cause beyond the buyer's reasonable control or by reason of the Company's fault), then without prejudice to any other right or remedy available to the Company, the Company may:

• Store the goods until actual delivery takes place and charge the buyer for the reasonable costs (including insurance) of storage; or
• Sell the goods at the best price readily obtainable and (after deducting all reasonable storage and selling expenses) account to the buyer for the excess over the price under the contract or charge the buyer for any shortfall below the price under the contract.

3. RISK AND LIABILITY

3.1 Transfer of Risk

Risk of damage to or loss of goods shall pass to the buyer:

• On delivery; or
• In the case of goods to be collected from the Company's premises, at the time when the Company notifies the buyer that the goods are available for collection; or
• If the buyer wrongfully fails to take delivery of the goods, at the time when the Company has tendered delivery of the goods.

3.2 Warranty Limitations

The Company shall be under no liability in respect of any defect in goods arising from fair wear and tear, wilful damage, negligence, abnormal working conditions of the buyer, or failure to follow proper installation and handling procedures.

4. PRODUCT WARRANTIES AND QUALITY

4.1 Warranty Period

All items are covered by a 12-month limited warranty unless otherwise stated. Perishable items such as fitting kits have a limited shelf life and may not last 12 months unused.

4.2 Pre-Installation Requirements

Please check your order carefully prior to fitting or installation. We are not responsible for fitting or removal costs. If an item is faulty, please get in touch as soon as possible before fitting the product. We have a strict quality control system and do our utmost to ensure defects are avoided. However, all items MUST be checked BEFORE FITTING to avoid inconvenience.

Please inspect all items before fitting. If a product is fitted and then a manufacturing defect is noticed afterwards, we accept no liability with regards to the cost of fitting kits or the removal of said products when there is ample opportunity to inspect the goods prior to fitting.

4.3 Damage and Defect Notification

All items need to be checked and we must be notified within 7 days if you suspect an item is faulty. DO NOT FIT A PIECE OF GLASS WITH DAMAGE! WE CANNOT RECTIFY A PROBLEM ONCE FITTED.

We try very hard to ensure that you receive your order in pristine condition. If you do not receive all your products or have an issue with your order, please call or email us. All damaged goods must be notified within 7 days of receipt.

5. CUSTOMER SERVICE AND ORDER TRACKING

5.1 Order Tracking

You can contact us by phone or email to track your order process at any time. Domestic customers will receive a DHL tracking link after their order has been dispatched. This tracking link will not work for international customers.

5.2 Collection Services

If you do not call us and arrive without notice for a collection, we will do our best to pick your order as quickly as possible, but please be aware there could be a considerable waiting time. If your order is not collected within 48 hours, we will dispatch it to the address on your order and if there is a cost involved, we will be in touch to collect payment.

6. RETURNS AND REFUNDS

6.1 Return Policy

We operate a 14-day returns policy. If you are unlucky enough to have a faulty product, please contact us by email quoting your order number. We will do our best to resolve any issues as quickly as possible.

6.2 Return Conditions

Your returned item must be in the original packaging and in a saleable condition for a full refund. If your item requires repackaging, a 15% restocking fee may apply.

If you contact us to make a return, we will give you a returns number to write on the package. This helps us process your return in the most efficient way.

6.3 Return Costs

The cost of returning goods to us must be paid by you unless we agree that the goods are faulty or damaged upon receipt by you. Any refunds or credits will be undertaken within 14 days.

7. INTERNATIONAL ORDERS

7.1 Postage and Customs

For international orders, all postage rates and delivery times are shown on the basket and checkout page. We operate on a midday cut-off time for all delivery times, so if you order after midday (UK time), please calculate from the following day. All delivery times shown are in working days (excluding weekends).

Due to their size, large windows such as Crafter, Boxer, Transit, Master and long wheel base glass have a very high postage rate for international orders. We use various couriers to dispatch items ordered to international addresses to help keep costs down. Our website automatically calculates postage costs when you enter your address. However, these costs are subject to change after the point of purchase if there is a significant increased cost to us.

7.2 VAT and Duties

Our website will automatically remove VAT from your order if this is required for your address. You will receive an invoice showing no VAT after your order is completed. The customer is responsible for all duties, charges and import taxes.

7.3 Exchange Rate and Unsendable Items

In the rare case we are unable to send an item or your full order and have to refund you, we are not responsible for any losses due to exchange rate variation. We will always try and process orders as quickly as possible to reduce this happening, but sometimes it is unavoidable.

If an order is returned to us due to incorrect address information, failed import tax/duty payment, or for any other reason, we are not responsible for any costs involved in returning the item to us. If your item is returned for one of these reasons and you would like a refund, you can get one, although this refund will be less any costs incurred in the process of returning the product to us.

8. LIMITATION OF LIABILITY

The Company's liability for any breach of these terms and conditions shall be limited to the purchase price of the goods. The Company shall not be liable for any indirect, special, or consequential damages arising from the use of the goods or any breach of these terms and conditions.

In the rare case we are unable to send an item or your full order and have to refund you, we are not responsible for any losses due to exchange rate variation. We will always try to process orders as quickly as possible, but sometimes delays are unavoidable.

9. CONTACT INFORMATION

For any questions regarding these terms and conditions, order tracking, returns, or customer service enquiries, please contact us using the contact information provided on our website.