Delivery and Returns
Last Updated: October 2024
NOTICE: Changes to Courier, Import/Export, and International Prices
Following the UK's departure from the EU, we have adjusted our delivery charges due to new postage rates imposed by couriers and government regulations.
Import and export charges are variable and will be borne by the customer in accordance with our Terms of Sale.
NOTICE: UK Courier Prices
Due to the new postage charges imposed by Couriers we have had to increase some delivery prices for longer and heavier items.
NOTICE: B2B Trade Customers
From 2022 onwards, we no longer offer trade credit accounts. However, trade discounts are now applied to pro-forma quotations and invoices. If you require a bulk discount, please contact us directly to discuss your options.
Delivery Information
We are committed to providing our customers with the best delivery prices. We explore various options to keep costs low while ensuring a premium service.
Given the diverse range of our products, from small and light to large and heavy items, we partner with multiple couriers based on the overall dimensions and delivery criteria of each order. Consequently, postage charges may vary at our discretion, and we will contact you regarding any changes. For larger orders, you may incur additional delivery charges based on the selected courier. If you believe there is a more cost-effective delivery option available, please contact us.
Tracking and Signature Requirements:
Most courier-delivered items will be tracked and may require a signature upon delivery. Some orders may also be tracked and require a signature at our discretion or upon your request, which may incur additional costs.
Additional Charges:
Certain areas, both nationally and internationally, may incur additional delivery charges. We reserve the right to impose these charges and will notify you in advance before proceeding. Please be aware that delivery times to remote locations may be longer.
An additional fee and an extra 2 to 3 working days may apply for deliveries to the Scottish Highlands & Islands, Channel Islands, Northern Ireland, Isle of Man, and Scilly Isles. Charges may also apply to certain postcodes, including but not limited to: IV, HS, KA27-KA28, KW, PA20-PA49, PA60-PA78, PH17-PH26, PH30-PH44, PH49-PH50, ZE, BT, IM, and TR21-TR25.
Delivery Times:
Delivery times are quoted from the date of dispatch, not from the date of order placement, and are subject to stock availability. Courier delivery dates and times are not guaranteed due to unforeseen delays or emergencies.- Standard Delivery: Typically 3-5 working days (maximum 10 working days expected).
- Advanced Delivery: Typically 1-3 working days (maximum 5 working days expected).
These times are influenced by various factors, including stock delays (pre-order/backorder), courier delays, and issues at the delivery address. Therefore, they are not guaranteed.
Our cut-off time for orders to be dispatched same day is 1pm Monday to Fridays. As most of our smaller items are shipped via Royal Mail, we rely on their timescales for deliveries, and expect items to be delivered between 1 and 5 working days depending on postage method chosen; however in some cases it may take up to 10 working days.
During busy periods, deliveries may take longer than usual due to courier delays, and special-order parts may also experience additional waiting times.
Delivery Instructions:
If you provide special delivery instructions (e.g., “Leave parcel in porch”), please be aware that parcels left unattended at your request are at your own risk. We will not be liable for any loss or damage to items left under such circumstances, and refunds will not be issued. If a parcel is delivered by the courier and taken without the purchaser's permission, we cannot be held liable. The purchaser should report the incident to the appropriate authorities.Inspecting Your Delivery:
Please do not sign for or accept any goods until you have thoroughly checked them. Only sign if you are satisfied with the condition of your order, as signed items are deemed to be in good condition.Cancelling Orders
Should you change your mind after an order has shipped, you will be liable for the courier's return charges, whether you initiate a return during transit or refuse delivery.
If you refuse to accept delivery, an additional charge may be deducted from your refund. This charge is referred to as the "Return to Sender – Shipment in Transit Cancellation Charge" or the "Return to Sender – Delivery Refused by Addressee Charge." This will cover the costs associated with returning the item to us.
Refund of Basic Delivery Costs: If you cancel your order within 14 days, we will refund the cost of the goods as well as the basic delivery charge. Please note that while the basic delivery cost will be refunded, any additional costs for expedited or upgraded delivery services are non-refundable. The customer is responsible for covering the return shipping costs.
If you select a low-cost delivery option and your item is lost in the postal system, it may take up to 30 days to resolve. If we replace lost items, you are legally obliged to return the original item(s) if delivered, or complete the 'lost mail request form' provided by the courier to allow us to recoup the costs.
International Orders
All international orders must be paid via bank transfer unless processed through our website.
International buyers do so at their own risk, as we are not liable for issues outside the UK.
Self Installation
It is your responsibility to select the correct product, although we are here to assist you. Once delivered, you are responsible for installation. We cannot be held liable for incorrect installation of parts.
Please clearly specify any options you require; we accept no responsibility for incorrect items ordered, including options selected in error. Returns due to incorrect fitting of parts are not accepted, and no refunds will be provided.
Distance Selling
Sales from this website to individuals (not businesses) are covered by The Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, which entitles you to a 14-day right to cancel and return products.
We usually process refunds by returning the amount to your debit/credit card within 14 days of the goods being safely returned. Most delivery charges are non-refundable after dispatch.
To receive a refund, goods must not have been fitted, installed, or used, and they must be unmarked and in a saleable condition. Custom or specially ordered products cannot be returned and are exempt from refund.
Accompanying products ordered specifically for use with the main product must be returned simultaneously; otherwise, refunds will not be issued.
Our Returns Policy
We strive to supply goods in excellent condition. Any defective or damaged items found before delivery or during unloading will be repaired or replaced at no charge, in addition to your manufacturer's guarantee.
Before returning an item, you must contact us in accordance with section 3 of the 'Terms of Sale' you accepted during your purchase. We cannot accept returns of products damaged after delivery.
If returning goods, you should:
- Inform us by email or phone within 14 days of delivery, of your intention to return.
- Include the original or a copy of the invoice or packing slip.
- Provide a brief explanation for the return.
- Use a tracked postage service for returns (we are not responsible for lost or damaged items during return transit).
Failure to follow these instructions may result in your refund being refused.
Please return to:
RETURNS DEPARTMENT
Double Glazing Parts & Spares
Units 1-2 Ladykirk Business Park
9 Skye Road
PRESTWICK
KA9 2TA
UNITED KINGDOM
A refund, excluding postage, will only be issued if the criteria outlined in the Terms of Sale are met and the items are returned within 28 days of delivery.
Customers have 14 days after delivery to inform us of a return request; after this period, we may be unable to accept returns. If accepted, a restocking charge of 30% to 50% may apply depending on the re-saleability of the products.
After 28 days, we cannot accept returns (certain exceptions may be made if authorised by the Sales Manager). The returns policy is at the Sales Manager's discretion and may change at any time; your statutory rights are not affected.
Unwanted Orders
For unwanted orders, shipping costs are non-refundable. If shipping was free, the cost of shipping will be deducted from your refund. If the error is ours, we will arrange the collection of the product at no cost to you. If appropriate, we will offer a full refund or replacement, including delivery charges. We value our customers and aim to rectify any mistakes quickly and fairly.
Refund Processing
Please allow 14 days after we receive the returned item to complete the refund process and issue your refund. We strive to process refunds as quickly as possible.
Special Order or Custom Items
Special order or custom-made products are non-refundable, including those sent directly from our suppliers to customers. Customer-damaged products are also non-refundable. Door panel inserts and products that are cut to size are non-refundable as per UK regulations.
Additional Terms
Please review our 'Terms of Sale' section when purchasing goods, as you are bound by these terms upon purchase.
FREE UK SHIPPING ON MOST ORDERS OVER £99 EXC. VAT - Terms Apply.
Our free shipping offer is available on most products but not all. Some areas in the UK, such as the Highlands and Islands, are excluded from this offer. Other exclusions may include heavy items or orders exceeding specific courier weight and length categories.