Elite Frames and Tools Website

Delivery and Returns

2021 NOTICE: Courier, Import/Export and International Prices

Due to leaving the EU and the new postage charges imposed by Couriers and Government we have had to increase some delivery prices.

Import charges are at the expense of the customer as per our Terms of Sale.

2020 NOTICE: Courier Prices

Due to the new postage charges imposed by Couriers we have had to increase some delivery prices for longer and heavier items.

Delivery Information

At Double Glazing Parts & Spares we pride ourselves 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 use multiple couriers depending on the overall dimensions and delivery criteria of the order. As this is the case, postage charges may be altered at our discretion and of course will contact you to do so. In some cases, mostly for large orders, this may mean you will pay more 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.

As standard practice all other Courier delivered items WILL be tracked and may require a signature. Other orders may also be tracked and require a signature and this will be at our discretion, or on your request and may incur an additional cost.

There may also be additional costs to certain areas, both National and International, and we reserve the right to add additional charges as and when required. We will contact you in advanced before any decision is made. Delivery times in the aforementioned 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.  Charges may also apply to the following, but not exhaustive list, of 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 dispatch, NOT from the date the order was placed, and also depend on stock levels. Furthermore, Courier delivery dates/times quoted are NOT guaranteed delivery dates/times as delays and emergency situations may happen outwith the Courier’s control (Due to COVID19 delivery times will more than likely be longer).

Our cut-off time for orders to be dispatched same day is 2.00pm Monday to Thursday, and 1.00pm on 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 days.

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 due to the customers instruction, Double Glazing Parts & Spares will have no liability for such loss or damage and a refund will not be provided.

Please do not sign for or accept any goods until checked in full. Only sign or accept if you are satisfied with the condition of your order. Items which have been signed for are deemed to be in good condition.

PLEASE NOTE:  Should a Customer change their mind and wish to cancel an order once the order has been shipped and is in transit, then the Customer will be liable for the cost the Courier charges for returning the order to us (‘Return to Sender – Shipment in Transit Cancellation’ charge).  In the same circumstances, should the Customer refuse to accept the order/shipment from the Courier, either by contacting the Courier themselves whilst the order/shipment is still in transit, or by refusing to accept the order/shipment at point of delivery, then the same terms will apply and the Customer will be liable for the cost the Courier charges for returning the order to us (‘Return to Sender – Delivery Refused by Addressee’ charge).

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 endeavor 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 the Courier.  This allows us to recoup the cost of the lost item; or you may request to pay for the additional item(s).

All international orders must be paid via bank transfer as these orders are not bound by our Terms of sale or UK Law. International buyers do so at their own risk as DGPS are not liable once the order has left the UK. 

Self Installation

It is your responsibility to choose the correct product, although we are happy to help you identify what you require.

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.

No returns are accepted due to incorrect fitting of any parts and no refunds will be given.

Distance Selling

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.

On most items you have the right to receive a refund within 30 days of cancellation. We normally pay refunds by refunding your debit/credit card within 14 days of the goods being returned safely.

Most 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 (in accordance with our Terms Of Sale)

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 an item to us, you must contact us in accordance with section 3 of the 'Terms of Sale' that you agreed to when purchasing your item(s). We cannot accept return of products which are damaged after delivery.

If returning goods you should:

  • inform us either by email or telephone within 14 days that you intend to do so
  • you must include the original or copy of the invoice or packing slip
  • a brief written explanation of the reason for the return 
  • return goods using a tracked postage service*

*We are not responsible for any returned items lost or damaged in transit and no refunds will be issued under these circumstances. Failure to follow these terms may result in your refund being refused.

Please return to: 
RETURNS DEPARTMENT, Double Glazing Parts & Spares,
Eurotrade Building,30 Waggon Road,Ayr, KA8 8BA

A full refund (including standard delivery) is only given if the criteria within the terms of sale is met and the item(s) are returned within 30 days of delivery.

Customers have 14 days after the order has been delivered to inform us they wish to make a return, or we regret that we may not be able to accept the return, and if accepted a 30% restocking charge may be applied if the products are unsaleable.

After 30 days, we are unable to accept any returns (Certain concessions may be made if authorised by the Sales 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.

With regards to returned Unwanted Orders:- shipping costs are non-refundable; if shipping was free of charge, then the cost of shipping the order will be deducted from the refund total.

If the error is found to be the fault of Double Glazing Parts & Spares, 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).

Please allow 30 days for the full refunds process to be completed and the refund to be issued. We always try to complete this as soon as possible.

Special Order or Custom Items

Any Special Order products and Custom Made orders are NON-REFUNDABLE; this includes any that are sent direct from our Suppliers to Customers.  Any Customer damages to products are also non-refundable.

Door Panel Inserts and products that are cut to size are NON-REFUNDABLE as per UK Law.

Also, please read our 'Terms of Sale' section when purchasing goods as you are bound by these terms once items are purchased.