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Refund Policy

1 Overview


The Consumer Contracts Regulations 2014 states “the supply of goods that are made to the consumer’s specifications or are clearly personalised;” and should be excluded from the Regulations. Consumers have the right to a full refund or exchange within 14 days from the sale date only if the product was not from a bespoke nature and is a product held in stock by Prad Glass Ltd. Due to the bespoke nature of our Services & Products, once the Customer has placed the order it may not be cancelled if the product is custom made to your needs. In the event of cancellation, the Company will retain the Customer’s deposit. Deposit payments are due on or before the day of survey, any delays will incur a charge of £70+VAT. Any cancelled order for Products that have already been manufactured by the Company must be paid for in full.


Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange.


To be eligible for a return, your item must be unused, in the same condition that you received it and not of a bespoke nature. It must also be in the original packaging.


Several types of goods are exempt from being returned. Also perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.


Additional non-returnable items:

  • Gift Cards
  • Downloadable software products
  • Some health and personal care items


To complete your return, we require a receipt or proof of purchase


There are certain situations where only partial refunds are granted: (if applicable)

  • Made to Measure Glass which are not stock items
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

2 Refunds (if applicable)


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

3 Late or Missing Refunds (if applicable)


If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at

4 Sale Items (if applicable)


Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

5 Made to Measure Items (if applicable)


We cannot refund or exchange glass orders where specified dimensions have turned out to be incorrect. We will do all in our power to amend sizes if the order has not been put into production.

6 Remakes (if applicable)


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to:

Unit 4 Bizspace Centre, 4-6 Wadsworth Road, Perivale, Greenford, UB6 7JJ

7 Gifts (if applicable)


If the item was marked as a gift when purchased and shipped directly to you, you'll re-ceive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

8 Shipping (if applicable)


To return your product, you should mail your product to:

Unit 4 Bizspace Centre, 4-6 Wadsworth Road, Perivale, Greenford, UB6 7JJ


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.


Depending on where you live, the time it may take for your exchanged product to reach you, may vary.


If you are shipping an item over £75, you should consider using a trackable shipping ser-vice or purchasing shipping insurance. We don't guarantee that we will receive your re-turned item.