Refund policy

Stove Glass Shop

Last updated: [23 October 2026]

Stove Glass Shop is a trading name of Sagars 365 LTD, registered in England under company number 08266466. Our registered office is Unit 7, Lawkholme Lane Industrial Estate, East Avenue, Keighley, West Yorkshire, BD21 3JX. Our VAT registration number is 166636286.

This policy applies to consumer purchases through our website and should be read with our Terms and Conditions.

1 Contact and return address

For help with a cancellation, return, refund or damaged item, email info@stoveglassshop.co.uk or telephone 01274 892360. Please provide your name, order number if available, and a description of the issue. Other reasonable proof of purchase is acceptable if you cannot find the order number.

Our return address is Stove Glass Shop, Unit 7, Lawkholme Lane Industrial Estate, East Avenue, Keighley, West Yorkshire, BD21 3JX. Contact us before sending broken glass so that we can agree a safe arrangement.

2 How our glass is made

All our stove glass is cut specifically for your order. This includes glass ordered through Shop by Make and Model, where we use the dimensions and shape recorded for your selected appliance, and glass ordered using measurements, drawings or templates you supply.

3 Made to order glass and cancellations

Our order acknowledgement email confirms acceptance of your order. Cutting begins immediately during our working hours, once any required specifications have been agreed. Please check your order details carefully before purchasing.

We do not offer voluntary change-of-mind cancellations or returns once the glass has been cut.

Where glass is made to your individual specifications and qualifies for the bespoke-goods exception under the Consumer Contracts Regulations 2013, the statutory 14-day change-of-mind cancellation right does not apply, including after delivery.

Any statutory cancellation rights that apply to your purchase remain unaffected. Your rights concerning faulty goods, damage during delivery or goods we have supplied incorrectly also remain unaffected.

Contact us immediately if you need to request an amendment or voluntary cancellation. We cannot guarantee that we can stop an accepted order before it is cut. Before we send the acknowledgement, you may withdraw your order and receive a full refund. After acknowledgement, where no statutory cancellation right applies, a change or cancellation is possible only if we can stop the order before cutting and expressly agree. We will explain any proposed charge before you agree. A cancellation charge will reflect our actual net loss, taking account of costs saved and any reasonable reuse or resale. We will process any agreed refund within 14 days of agreeing the cancellation and refund amount. Any later request for a chargeable alteration or recutting is considered separately under section 8.

If we correctly make a bespoke pane to incorrect measurements or a template you supplied, a replacement or agreed alteration will normally be chargeable. This does not apply where an inaccurate description, incorrect advice or another error by us caused the problem. A cancellation exception does not remove your rights if goods are faulty or are not delivered as agreed.

4 Change of mind cancellation where the statutory right applies

This section applies only to goods for which the statutory online cancellation right exists. It does not apply to bespoke glass as described in section 3.

You pay the direct cost of a change-of-mind return. If an item cannot normally be returned by post, we will state the return cost, or a reasonable estimate, before purchase. Pack the goods securely using suitable protection. Original packaging is helpful but is not compulsory.

Please handle the glass carefully while checking it. If you exercise a statutory change-of-mind cancellation right, we may deduct the actual loss in value caused by handling, fitting or use beyond what is reasonably necessary to inspect the goods, where the law permits. We will not make a deduction merely because packaging or protective film has been removed for necessary inspection, and we do not charge a fixed restocking fee.

5 Refunds for change-of-mind cancellations

We refund the price of the cancelled goods, subject to any lawful deduction described above. If you cancel the whole eligible order, we also refund the least expensive standard outbound delivery charge offered for that order. We do not have to refund the extra cost of a premium delivery upgrade. For a partial cancellation, we refund any delivery amount required by law.

We issue the refund without undue delay and within 14 days after receiving the returned goods. If no goods need returning, or we have offered collection, we refund within 14 days after being told of the cancellation.

Refunds use the original payment method unless you expressly agree otherwise. We do not charge a refund fee.

6 Damage in delivery faults and incorrect items

Please check the glass through its protective film before removing the film, wherever possible. If you can see damage, leave the film in place where safe and do not fit or use the glass.

If your glass arrives broken, email a clear photograph of the broken glass in its protective film to info@stoveglassshop.co.uk, together with your order number or other purchase details. We will arrange a free replacement, including delivery. If you have a legal right to reject the glass for a refund, you may choose that instead.

If the film has already been removed, the damage could not be seen while wrapped, or you cannot provide a photograph, contact us so that we can consider other reasonable evidence. Removing the packaging or film, or signing for delivery, does not by itself invalidate a claim. Please report problems promptly; we do not impose a fixed 24-hour or 48-hour deadline that takes away your legal rights.

Do not fit or use damaged glass. Contact us before returning broken glass so that we can agree a safe arrangement.

Goods must be of satisfactory quality, fit for their usual purpose and any particular purpose covered by law, and match their description. You may instead request a repair or replacement, subject to the legal rules on availability and proportionality.

Where we are responsible for faulty, incorrectly supplied or transit-damaged goods, we pay reasonable necessary return, collection and replacement delivery costs. We may reasonably need to inspect the goods, but you do not have to pursue the manufacturer or our carrier instead of dealing with us. You do not have to accept a replacement where you have a legal right to reject the goods for a refund.

For a refund following a valid rejection of faulty goods, we refund without undue delay and within 14 days of agreeing that you are entitled to it. We use the original payment method unless you expressly agree otherwise, and do not charge a refund fee. Any delivery charges that must be refunded by law will also be refunded.

7 Damage during handling fitting or use

Stop using the appliance if the glass cracks or becomes damaged. Contact us with the order details, when it was fitted and when the problem appeared. Photographs of the pane, crack, clips and seals may help if these can be taken safely.

You are responsible for damage that you or your installer cause through accidental impact, mishandling during unpacking, incorrect storage, incorrect fitting or misuse. This includes damage caused by unsuitable seals, inadequate clearance or excessive or uneven fixing pressure. We do not provide free replacements or an additional guarantee for damage caused in these ways.

This does not exclude our responsibility for faulty glass, defects caused by processing before supply, incorrect descriptions or instructions, or another breach by us. We assess the circumstances and available evidence, apply the relevant legal rules and explain our decision. Any separate guarantee expressly offered with a product applies in addition to your legal rights.

8 Alterations and recutting

If a bespoke pane was ordered to the wrong size, we may be able to alter it for an agreed charge. This depends on the material, shape, condition and amount to be removed. Contact us before returning glass for recutting. We will confirm feasibility, charges and delivery arrangements before proceeding. We cannot enlarge a pane. These charges do not replace your rights where we supplied the wrong size or another fault is our responsibility.

Any separate paid recutting service will be agreed with its applicable service cancellation rights before work begins.

9 Optional cancellation form

Use this form only if you want to cancel a contract for which a cancellation right applies. You can instead send any other clear statement.

To: Sagars 365 LTD trading as Stove Glass Shop, Unit 7, Lawkholme Lane Industrial Estate, East Avenue, Keighley, West Yorkshire, BD21 3JX. Email: info@stoveglassshop.co.uk.

I/We wish to cancel the contract for the following goods:

Goods: ________________________________________________

Order number, if available: ________________________________

Ordered on / received on: _________________________________

Customer name(s): _______________________________________

Customer address: _______________________________________

Signature (only needed for a paper form): ___________________

Date: __________________________________________________