Refund policy
Return & Refund Policy
Last updated: 31 October 2026
At Glaze & Fit, we want you to feel confident when ordering window and door hardware, glazing tools, replacement components and other products from our online shop.
If you need to return an item, this policy explains our returns process, eligibility requirements, refund arrangements and who is responsible for return postage.
This policy applies to purchases made through glazeandfit.co.uk. It does not affect your statutory consumer rights.
1. Our 30-Day Returns Policy
We offer an additional 30-day returns period for eligible products.
If you change your mind or order the wrong product, you can request a return within 30 days of receiving your order, provided the item meets the conditions below.
For returns under our additional 30-day policy, items must be:
-
Returned within 30 days of the delivery date.
-
Unused, uninstalled and in their original condition.
-
Returned in their original packaging, where possible.
-
Complete with all supplied keys, screws, packers, fittings, accessories and other components.
-
In a condition suitable for resale.
Please contact us before sending an item back so that we can provide return instructions.
Important: These conditions apply to our additional change-of-mind returns offer. They do not remove or restrict your statutory rights. If you are exercising your legal right to cancel an online consumer purchase, you may inspect the goods as you would in a shop. A deduction may apply if the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning.
2. How to Start a Return
To request a return:
-
Email info@glazeandfit.co.uk with your order number, the product you wish to return and the reason for the return.
-
We will respond with instructions on how to proceed.
-
Pack the item securely, including all supplied components and accessories.
-
Send the return using the address and instructions provided by our team.
-
Keep your proof of postage and tracking details until your return has been completed.
Please do not send products back without contacting us first. This helps us identify your order and process your return correctly.
3. Faulty, Damaged or Incorrect Items
If your order arrives damaged, develops a fault or contains an item different from the one you ordered, please contact us as soon as reasonably possible.
Email info@glazeandfit.co.uk and include:
-
Your order number.
-
A description of the problem.
-
Photographs of the product and its packaging, where possible.
We will review the issue and explain the appropriate next steps.
Where a product is faulty, damaged or incorrectly supplied, we will cover reasonable return costs where required and arrange the appropriate remedy in accordance with your statutory rights.
Please note: We encourage you to report delivery damage promptly so that we can investigate it with the carrier. However, any suggested reporting period does not limit your statutory consumer rights.
4. Return Postage
The responsibility for return postage depends on the reason for the return.
| Reason for return | Return postage |
|---|---|
| Product arrived faulty or damaged | Glaze & Fit covers reasonable return costs where applicable |
| Incorrect product supplied | Glaze & Fit covers reasonable return costs |
| Change of mind | Customer pays return postage |
| Incorrect size or specification selected by the customer | Customer pays return postage |
Where you are responsible for return postage, we recommend using a tracked delivery service and keeping your proof of postage.
If a product is faulty or incorrectly supplied, please contact us before arranging its return so that we can provide the appropriate instructions.
5. Refunds
Once we receive and inspect a returned product, we will email you to confirm the outcome of your return request.
For approved returns under our additional 30-day returns policy, refunds are normally processed to your original payment method within 5–10 working days after approval.
The time taken for the funds to appear in your account may depend on your bank or payment provider.
Statutory cancellation refunds: Where you exercise your legal right to cancel an online consumer purchase, we will issue the refund within the applicable legal timeframe. This is generally no later than 14 days after we receive the returned goods or receive evidence that you have sent them back, whichever happens first.
Where required by law, we will also refund the standard delivery charge paid for the original order. Additional charges for premium or express delivery may not be refundable.
If a product has been handled beyond what is necessary to inspect it and its value has been reduced, a lawful deduction may be made where applicable.
6. Exchanges
If you need a different size, handle type, finish or product specification, please contact us before placing a replacement order.
Our usual process is to arrange the return of the original item, where eligible, and issue a refund once the return has been approved. You can then place a new order for the alternative product.
Please check the replacement product's measurements and compatibility information carefully before ordering.
7. Items That Cannot Be Returned
Some products may be excluded from our additional change-of-mind returns offer where they fall within a lawful exclusion or have been specially made, personalised or supplied under circumstances where a change-of-mind return is not available.
Any applicable exclusions will be explained before purchase.
Nothing in this section affects your statutory rights in relation to faulty, misdescribed or otherwise non-compliant goods.
8. Your Statutory Rights
This policy is in addition to your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.
For most online consumer purchases, you generally have 14 days from the day after receiving your goods to notify us that you wish to cancel, followed by a further 14 days to return them.
If goods are faulty, not as described or not fit for purpose, you may have additional legal rights, including the right to a refund, repair or replacement depending on the circumstances.
Nothing in this policy is intended to limit or exclude any rights you have under applicable consumer protection law.
9. Contact Us About a Return
If you have questions about a return, refund, damaged delivery or replacement product, please contact us:
Glaze & Fit
34 Delaney Drive
Stoke-on-Trent
ST3 5RG
United Kingdom
Email: info@glazeandfit.co.uk
Telephone: +44 7443 656189
Business hours: Monday to Friday, 9:00 am–5:00 pm (UK time).