Terms & Conditions

Product information is offered in good faith but should only be regarded as a guide. Whilst we endeavour to supply accurate information, some errors are possible, and occasionally manufacturers change the castings of the door. Please measure your glass to ensure you are purchasing the correct piece.


Returns

For Unwanted Items:

  • We must be informed beforehand and within 30 days of receipt of your intention to return.
  • We will refund/credit or replace any unwanted items within 14 days of return to us.
  • Returns will only be accepted for unused goods in a resalable condition.
  • Returned goods must be sent by the customer in suitable packaging, the return postage cost is the responsibility of the customer.
  • Any loss of value resulting from use of the item or damage to the item must be financially compensated by the customer, or this may result in an amount being deducted from any refund due.
  • Items cut to order, such as flexible flue liner, stove rope and stove glass, will not be refunded as these items cannot be resold.

For Faulty Items:

  • If an item is faulty, we must be informed as soon as possible of your intention to return. We will give instructions for the return of the item.
  • The item must be complete with all its component parts.
  • A repair must not have been attempted.
  • The item must not have been altered or modified in any way.
  • The customer is responsible for ensuring the item arrives back to us in the same condition as it was sent. The return postage cost is the responsibility of the customer, but in almost all cases will be refunded after the item has been received by us.
  • Items must be inspected upon receipt and signed for as damaged if applicable. All damage to goods must be reported to Heat Resistant Glass Company Ltd within 30 days of receipt. Claims outside of 30 days will not be honoured due to uncertainty over how the product has been handled and stored. By signing for goods, you are accepting they were provided in good condition.


Refunds

Refunds can only be made to the original card of purchase.

Refunds will be issued within 14 calendar days of receipt of goods if in accordance with Heat Resistant Glass Company Ltd terms & conditions of return (provided upon return request). Monies owed will only be reversed to the original payment source.

A deduction can be made if the value of the goods has been reduced as a result of the customer handling the goods. Heat Resistant Glass Company Ltd refuse refunds on handled or used or otherwise damaged items. The extent to which a customer may handle goods is the same as if assessing the product in a shop.

In circumstances where a refund for the cost of original postage is due, the seller only must refund the basic delivery cost and not extra amounts paid by the customer for enhanced services such as next day carriage.

Heat Resistant Glass Company Ltd is only responsible for the condition of goods up to the point they are received by the customer. It is the customers responsibility to check all goods upon receipt and/or prior to returning to Heat Resistant Glass Company Ltd. Any unreported damage to goods will be deemed the responsibility of the customer.

In the event of goods received back damaged, Heat Resistant Glass Company Ltd will assist in all matters relating to the customer pursuing a claim with their chosen courier.

Where customers have signed upon receipt for goods, they are accepting responsibility that goods are in a good condition. Subsequent claims of damage may not then be accepted. If damaged, goods must be signed for as damaged.


Special cut sizes of glass are non returnable. Listed glass may be returned for a full refund of the goods, not the carriage.

In the event the glass arrives back to us damaged, we will not be able to refund this. Please ensure you pack your glass well and use a reputable courier service. 

Measurements

A glass size followed by an * denotes that it is not just rectangular / square, but shaped. The measurements listed will be the overall height and width to the highest points on both sides. Unless otherwise stated, your glass will be industry standard at 4mm thick.

We suggest that if you are in doubt about your stove glass, please contact us before making your purchase.

Please follow the fitting guidance instructions attached to the glass. Burn only recommended hardwood logs and smokeless fuel in your stove to ensure the glass is kept in good condition.  

The company shall not be held responsible for any harm caused by misuse of the product, and state that the product should only be used for the purpose for which it is intended. Please note that our glass is heat resistant but not toughened. It will break like normal glass if impacted hard.

When placing an order with us, you are agreeing with these Terms and Conditions.