Terms and Conditions

Returns & Refunds Policy

Returns

Our return policy lasts 14 days. If 14 days have passed since your purchase, we regret that we cannot offer a refund or exchange.

To be eligible for a return, your item must be unused, in its original condition, and in the original packaging.

Several types of goods are exempt from being returned. Our "cut to size" branded stove glass and bricks are non-refundable, as they are custom-made to order.

To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)

Once we receive and inspect your returned item, we will notify you by email regarding the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will be applied to your original payment method within a certain number of days.

We cover breakage if the glass is damaged during transit to the customer. Once the glass has been received and fitted, we cannot cover any subsequent breakage. Please inspect your glass upon delivery for any flaws and notify us immediately if there are any concerns.

Damage in Transit

In the unlikely event that your glass arrives damaged, do not remove it from its packaging. Please send clear photos of the glass in its packaging to our contact email within 24 hours of receipt, and we will arrange a replacement.

Shipping Address Errors & Reshipment Policy

If a customer enters an incorrect shipping address at checkout, they will be responsible for covering the shipping cost to have the item resent once we receive it back. No additional handling fees will be charged.

However, if the item is damaged during return transit, the customer will need to make a new purchase. Once the item is returned to us, we will inspect it and notify the customer of its condition.

To avoid delays and extra costs, we strongly urge all customers to carefully review their shipping details before completing checkout. If you notice an error after placing your order, please contact us as soon as possible.

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet:

1. Check your bank account again.
2. Contact your credit card company, as it may take some time for the refund to be officially posted.
3. Contact your bank, as processing times may cause a delay.

If you have done all of this and still have not received your refund, please contact us at info@stoveglassreplacement.co.uk.

Exchanges

We only replace items if they are defective or damaged. If you need an exchange for the same item, please email us at info@stoveglassreplacement.co.uk.

Returns Shipping

Customers are responsible for return shipping costs. Shipping costs are non-refundable. We strongly recommend using a tracked shipping service.

Glass Tolerances

There is an industry tolerance of +/-2mm on glass sizes, so please account for this when placing an order. Glass will usually be cut exactly to the ordered size, but if the measurement is within 2mm of the size ordered, it is considered an acceptable level of accuracy.

Edge Finishing

Each piece of our glass is hand-cut, and slight unevenness at the edges is normal. This does not impact the performance of the glass when exposed to heat. Once installed, the edges should not be visible. However, we always strive for the cleanest possible cut and maintain the highest standards of craftsmanship.

Warranty

Our glass is supplied without warranty. To ensure its longevity and prevent premature breakage, please follow our fitting tips here:
How to Replace Your Stove Glass

We supply Schott Robax glass, which is specifically designed for use in stoves.