All of our stove glass is made to measure / cut to size
We can only cover breakage in the event that the
glass breaks in transit. Once the glass has been received and fitted we cannot cover
subsequent breakage. Please inspect the stove glass once received for any potential flaws.
We cannot accept any cut to size stove glass back. 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 stove glass arrives damaged we will replace it once you have sent photos through to our email address of how you have received the glass and it’s packaging. We can not replace broken glass free of charge if it has been removed from the packaging. Sufficient evidence will need to be supplied.
Please be careful when handling the stove glass. 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.
Replacements
All stove glass has been inspected prior to dispatch, however in the unlikely event that it is not what you have ordered, we will have to 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 orgainsing a remake / replacement stove glass we cannot change any details from the original order, it must be a replacment on a like for like basis.
Product Warranty
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 I’m afraid that you will need to order a new piece at the correct size.
Not received what you were expecting?
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.
If the stove glass cannot be cut down due to the size then you will need to order the correct piece.