Delivery
Orders placed BEFORE 2pm, with Royal Mail First Class, will be dispatched the same day on a next working day service (2 day service for Highlands and Islands). Orders placed AFTER 2pm, with Royal Mail First Class, will be shipped the following working day on a next working day service (2 day service for Highlands and Islands).
Royal Mail First Class will aim to deliver in one working day however this is not a guaranteed service, this could possibly take up to three working days. For standard delivery, please allow three to five working days. APC Overnight Tracked & Signed For Service, when ordered by 2pm, will aim to deliver the next working day, however this is not a guaranteed service (APC overnight is not available to customers from Northern Ireland).
Please be advised not to book any installers, engineers or contractors until you are in receipt of all goods. Stove Glass Direct hold no responsibility for any unexpected delays with delivery of goods.
Returns Policy
We cannot accept returns on stove glass unless faulty, as it is cut to size and therefore classed as a bespoke product. This rule applies to all cut to size stove glass across all of the brands. This also includes using the stove glass calculator.
If the stove glass is faulty we will need it returning back to us for an exchange/correct piece. If the customer wishes to cancel the order rather than wait for a replacement it is the customers responsibility to return the stove glass. The cost of this return would be paid by the customer.
If the stove glass is damaged in transit, please do not remove it from its packaging. We will replace it once you have sent photos through to our email address of the condition the glass was received in. We can not replace broken glass free of charge if it has been removed from its packaging.
For non bespoke goods, the customer’s right to cancel expires after 14 days from receiving goods. Any refund due for cancelled goods must be provided within 14 days of receiving said cancelled goods back in the condition stated above.
The customer has 30 calendar days from ordering to request a return on eligible items. 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.
Replacements
All stove glass is inspected prior to dispatch, however in the unlikely event that it is not what you have ordered, we will investigate via return or images sent through to our email. If you have a problem with the stove glass please get in touch and we will do our best to trouble shoot the problem with you. Failing this we may need to have the product returned directly back to us for investigation.
When organising a remake / replacement stove glass we cannot change any details from the original order, it must be a replacement on a like for like basis.
Stove glass is cut to size therefore it is essential that you make sure you order the correct size and shape that you need. We cannot reimburse if an order has already been processed. If you need to have your stove glass cut down then you can return it back to us. Please enclose your details so that we can contact you soon as we receive it. An additional charge will apply.
Exchanging Stove Glass
Stove Glass can only be cut down by over 4 mm so if you need your stove glass cutting down smaller than that then you will need to order a new piece at the correct size.
All stove glass brands include the size of the product within the title and product information. Please double check the size before placing the order.
Shaped stove glass will have a * in the title. This could mean that the stove glass has corners cut, has an arch or is concaved. The details for this will be in the description of the product.
Please call us if you are unsure about the product and wish to discuss this further before placing an order.
If the stove glass you have ordered is smaller than you actually need then you will need to order a new piece at the correct size.
If you have ordered a piece of stove glass that you expected to be shaped but does not state that it is shaped/arched on the website then you will need to contact us immediately.
If the product does not state that it is arched then we cannot correct the issue free of charge. You will need to order the correct shape/size by providing us with an exact template. If the stove glass can be cut down to the correct shape, you can return it back to us providing the shaped template that you need. Charges will apply for the stove glass needing to be cut down further.
Availability of Goods
We stock a considerable range of goods available for immediate purchase. Some items may be sent to you directly from the manufacturer and purchase of these goods may be subject to their available stock. If we are unable to send your goods within a reasonable time or when we have promised delivery, we will inform you as soon as possible and offer suitable substitute goods where available. A full refund will be provided if you have already paid for goods and you wish to cancel the order.
Exclusions of Liability
As per standard business practice applied to all retail services, Stove Glass Direct is not liable to fulfil any obligations towards you as a result of:
- Acts of god including earthquakes, cyclones, storms, flooding, fire, disease, fog, snow or frost
- Force majeure including (but not limited to) war, accidents, acts of public enemies, strikes, embargoes, perils of the air, local disputes or civil commotions
- Latent defects or inherent vice in the contents of the shipment
- Criminal acts of third parties such as theft and arson
- National or local disruptions in air or ground transportation networks and mechanical problems to modes of transport or machinery
Customer Complaints
We understand the importance of getting things right first time and we are really sorry if you are not happy, we want to put this right straight away. Whilst this is not a reflection of our usual level of customer service, we know that sometimes things go wrong and we want to hear from you so we can sort things out and improve our products and service to our customers.
To do this, please email us with all the information about your complaint. Please make sure you include your Order Number/Invoice Number this is relating to. You can also attach any pictures or other information, relevant to your case.
Email: contact@stoveglassdirect.co.uk
We will fully investigate your complaint and reply to you within 72 hours. Your patience is appreciated whilst we investigate all the facts fully and come to a conclusion on your case.
Whilst every effort will be made to respond with our resolution within 72 hours, as we may be reliant on a manufacturer’s communication to resolve your complaint, this may extend our timeframe to a maximum of 10 days.
We are available from 9.00 am to 4.00 pm, Monday to Friday (excluding Bank Holidays).
All online offers advertised on the website (including free standard delivery) are for all ONLINE orders only. Online offers will not be processed over the phone as it is our company policy.