Returns Policy
Returning Unwanted Items
For the return of unwanted items please e-mail info@atouchofglassltd.co.uk providing your order number and reason for return.
The following products are non-returnable and non-refundable after the order has been placed, unless there are damaged or faulty –
- Bespoke orders
- Special order items
- Shower trays if the packaging has been opened
- Shower enclosures if the packaging has been opened
Where a return is agreed, the goods must be returned in their original packaging and in a resaleable condition. Please ensure that you have taken reasonable care of the products whilst they await collection.
It is the responsibility of the purchaser to make arrangements for, and to cover the cost of the return of the goods. This includes ensuring appropriate insurance is in place and any charges associated with the return.
A refund will only be made once the goods have been received, checked, and approved for resale.
If the returned goods are not considered to be in a resalable condition then a restocking charge may be applied. Reasons include –
- Goods not returned in original packaging
- Ripped or damaged packaging
- Missing packaging
- Writing on the boxes or packaging
- Goods returned incomplete
- Damaged goods
We will notify you of any goods that are not in a resaleable condition.
Refunds for unwanted items will exclude the original delivery charges. All refunds will be made within 14 days of return and made to the credit or debit card used for the original payment.
Returning Faulty or Damaged Items
If you have received damaged or faulty goods please e-mail info@atouchofglassltd.co.uk providing your order number, a description of the damage, and photographic evidence. Damaged goods or missing items must be notified within 48 hours of delivery. We are unable to accept any claim after this time.
On receipt of your goods, if there is damage to the packaging please take photographs of the packaging and sign and mark the delivery note stating there is damage to the packaging on arrival. Please notify A Touch of Glass within 48 hours of delivery.
Where we are notified of faulty, damaged or missing items within the specified timeframe we will organinse a replacement and collection. Where goods have been wrongly supplied or have been damaged in transport, we will provide replacements which will be sent free of charge. Arrangements for the collection of damaged goods will be discussed and arranged at this time, however this may not necessarily be to coincide with the delivery of replacement goods.
We are unable to replace or refund damaged items if they have been installed. If your goods are damaged please do not fit them, instead please get in touch with us and we will endeavour to rectify the problem as quickly as possible. If your goods have been installed we will not be liable for them neither will we be liable for the cost of plumbers/fitters or any labour associated with the fitting of replacement goods.
Items that are returned as faulty, but are subsequently rejected by the manufacturer, will not qualify for a refund.
