Delivery & Returns
NOTICE: Royal Mail Prices
Due to the new postage charges imposed by Royal Mail on the 1st of April 2017 we have had to increase some delivery prices for longer and heavier items.
At Double Glazing Parts & Repairs we pride our selves on getting the best delivery price for our customers. This means we look at as many options as possible to keep the price low and still offer a premium service.
As our products range from light and small to heavy and large, as well as having varied dimensions, we have opted to use a weight based postage system. As this is the case postage charges may be altered at our discretion depending on all the overall criteria of your order. We will of course never change this without contacting you in advanced. In some cases, mostly for large orders, this may mean you will pay less for your delivery depending on the courier we use. If for any reason you think there is a better delivery option, please contact us and let us know.
Some deliveries may require a signature. As standard practice all courier delivered items WILL require a signature. Other items may also require a signature and this will be at our discretion or on your request and may also incur an additional cost.
There may also be an additional costs to certain areas both National and International and we reserve the right to add additional changes as and when required. We will contact you in advanced before any decision is made. Delivery times in the fore mentioned areas may be longer due to their remote location.
We reserve the right to add an additional fee and an extra 2 to 3 working days for deliveries to the Scottish Highlands & Islands, Channel Islands, N.Ireland, Isles of Man & Scilly (chargeable to the following postcodes: IV, HS, KA27-KA28, KW, PA20-PA49, PA60-PA78, PH17-PH26, PH30-PH44, PH49-PH50, ZE, BT, IM and TR21-TR25)
Delivery times are quoted from date of despatch, NOT from the date the order was placed and depend on stock levels. Our cut-off time for orders to be despatched same day is 12 noon Monday to Thursday. As most of our smaller items are shipped via Royal Mail and Parcel Force we rely on their timescales for deliveries, and expect items to be delivered between 1 and 5 working days depending on chosen method, however in some cases it may take up to 10 days.
PLEASE NOTE: Any special delivery instructions requested by the Customer, for example ‘If not in, parcel can be left in porch; behind blue bin; in garage, etc…’ please be aware that PARCELS LEFT UNATTENDED, OR UNSIGNED FOR, AT THE CUSTOMER’S REQUEST, WILL BE AT THE CUSTOMER’S OWN RISK. Subsequently, any parcel that is found to be missing or damaged, Double Glazing Parts & Repairs will have no liability for such loss or damage.
Please do not sign for or accept any goods until checked in full. Only sign if you are satisfied with the condition of your purchase. Items which have been signed for are deemed to be in good condition.
PLEASE NOTE: if ordering via our low cost delivery options, please be aware that if the item is lost in the postal system it may take up to 30 days to resolve this issue. We endeavour to take great care of all our customers, and if we replace the lost item you are legally bound to both; return the original item(s) if delivered or sign the 'lost mail request form' sent to you by courier (this allows us to recoup the cost of the lost item) or you may request to pay for the additional item(s).
It is your responsibility to choose the correct product, although we are happy to help you identify what you need.
Once we have delivered your product, you are responsible for installation. We cannot be held responsible if you install the parts incorrectly.
We ask you to help us keep prices low by taking responsibility for ordering the correct item, and clearly specifying any options you require.
Sales from this web site to individuals (not businesses) are covered by The Consumer Rights Act 2015 and the Consumer Contracts Regulations, which protects you by providing a 14 day right to cancel and return the product.
Customers also have the option to cancel any order between the time of placing it and 7 working days after delivery.
You have the right to receive a refund within 30 days of cancellation. We normally pay refunds by cheque or by refunding your debit/credit card within 14 days of cancellation or the goods being returned safely (whichever is the later).
Delivery charges are non-refundable after dispatch.
The goods must not have been fitted, installed or used in any way in order to receive a refund.
The goods must be unmarked and free from blemishes of any kind, and returned in a salable condition.
Products that have been specially ordered, adapted or customised for you cannot be returned and are exempt from refund.
Any accompanying products ordered specifically for use with the product orders must be returned at the same time or refund will not be given.
Our Returns Policy
We strive to supply goods in excellent condition. We will repair or replace (for free) any item found defective or damaged before delivery or during unloading. This is in addition to your manufacturer's guarantee.
Before returning a item to us, you must contact us by email or telephone. We cannot accept return of products which are damaged after delivery.
A full refund (including standard delivery) is only given if the criteria above is met and the item(s) are returned within 28 days of delivery.
you must inform us 14 days after the item has been received or we regret that we must make a 25% restocking charge for all items returned.
After 30 days, we are unable to accept any returns (Certain concessions may be made if authorised by a DGPR manager).
The returns policy is at the discretion of the Sales Manager and can be changed at any time, your statutory rights are not affected.
If the error is found to be the fault of Double Glazing Parts & Repairs, we will offer a full refund or replacement, including delivery charges.
(We are a fair business and understand we are all human, if we make a mistake we will apologise and fix it as quickly as possible. We would ask that our customers do the same and thank them for this.)
Any special order products purchased and sent direct from our suppliers to the customer are non-refundable and any damages to products are also non-refundable.
Door Panel Inserts and products that are cut to size are NON-REFUNDABLE.