Ordering with The Online Glass Store
Placing an order with The Online Glass Store and checking the relevant boxes at checkout binds you to our terms and conditions unless we provide written permission for a deviation or exclusion from a specific term or condition.
Placing an order of any kind acknowledges that you agree to abide by our terms and conditions and assume you have read and understood our terms and conditions prior to placing an order.
Age Restrictions to Ordering
Due to the nature of our products, you must be at least 18 years of age to place and/or receive orders via our website.
If you’re lucky enough to look younger than 18 years old at the point of delivery you will be challenged to produce photographic ID verifying your age.
Persons younger, or who appear to be younger without ID varication, than 18 years of age CANNOT take delivery of our products with delivery being refused and returned to the factory.
Product Description, Specification and Image
Images displayed via our social media and website provide a fair representation of goods but are intended for guidance only. If you have any concerns regarding a product suitability please contact our office for further guidance.
Colours shown throughout our website and social media may differ to that of the physical item due to display variations across PC, Mac, Laptops, Tablets and Phones.
A physical sample is recommended for approval if a perfect or near perfect match is required.
Products and/or specifications may be added, updated or withdrawn without prior notice.
Product Fitting, Storage and Suitability
It is your responsibility to determine product suitability, correct storage of products once delivered, good standard of installation and legal compliance of products regarding critical locations. Please contact our office for guidance if you have concerns regarding product suitability especially in relation to critical location installations.
Order Acceptance and Confirmation
All placed orders are only accepted once reviewed manually. You will receive an emailed order confirmation once this has taken place, usually within one hour during normal hours of operation.
Due to our rapid order processing, order usually go into production within one hour of being manually verified thereafter you may not be able to make changes to your order such as adjustment of sizes or product.
Payment and Pricing
We reserve the right to amend prices without notice.
Orders will only be processed once payment is authorised.
All prices include VAT and delivery with no hidden costs unless otherwise stated.
Delivery
Despite our best-efforts deliveries can arrive outside of our agreed times, therefore, we recommend allowing an element of flexibility either side of the anticipated delivery times. In the event of a late (or early) delivery our drivers will call to provide a new anticipated arrival time.
We WILL NOT leave goods safe. Due to the fragile nature of the products we supply we insist a person of at least 18 years old be available to take delivery.
Glass products are not delivered wrapped, this is by design, not mistake. Unwrapped glass ensures the product can be visually inspected at the point of delivery ensuring the glass is intact, without damage or imperfection. Glass that is wrapped cannot benefit from this inspection hence why glass products are not delivered wrapped unless expressly requested.
Product ownership and liability transfers to the customer at the point of delivery.
Do not book installation of our products until received and inspected as we cannot be held liable for incurred third party costs stemming from damaged or delayed products.
We DO NOT deliver glass or other products via courier. We only provide delivery via our own sign written vans and uniformed, DBS checked drivers.
Deliveries are to ground-floor indoor areas only unless otherwise agreed.
You will be notified, at the point of order, if an item requires an additional pair of hands to unload due to weight or size. You have the option of providing sufficient additional help to unload or we can provide a two-person team at no extra cost although this may extend the next available delivery date.
Goods will not be delivered if agreed additional help is unavailable or vehicle access is unsafe or restricted at the agreed delivery appointment.
You must disclose at the point of order vehicle access limitations which include, but not limited to, narrow/uneven roads, gates, height/width restrictions, timed parking restrictions or other constraints such as permit and ANPR systems.
Order Cancelling/Adjustment
We attempt to accommodate requests where possible although due to our end-to-end in-house processing most items are put into production within one hour of an order being placed therefore it is not usually possible to adjust or cancel thereafter as all items are bespoke, not “off the shelf”.
Warranties, Damaged, Faulty or Missing Items
All damage must be reported, via email, within 24 hours of delivery with photographic evidence as any claim made beyond 24 hours may be declined.
Replacement items will be prioritised once evidence is accepted.
External courier deliveries (arranged by you) are entirely at your own risk.
DO NOT book installation via a third party until your goods are received and inspected as we cannot be held liable for incurred contractor costs stemming from damaged, broken upon arrival, delayed arrival of products.
Replacement products are prioritised.
Glazing Sundries
We don’t like waste, as such, we`re happy to take back all and any glazing sundries surplus to requirements on the basis we are notified of the intended return within three days of the items being delivered and that all returned items are in their original undamaged packaging, unopened and unused.
Sundries may have been delivered in a branded cotton tote bag with pens, stickers and other complimentary item, these items do not need to be returned. A gift from us to you, boom!
Glazing Tools
We`re happy to take back glazing tools on the basis we are notified of the intended return within three days of the items being delivered and that all returned items are in their original undamaged packaging, unopened with no signs of use. You can clean them up, but we can tell…..
Glazing tools may have been delivered in a branded cotton tote bag with pens, stickers and other complimentary item, these items do not need to be returned. A gift from us to you, boom!
Cut and Processed Glass
Glass orders do not benefit from any guarantee. All glass items are made to order, as such, any incorrectly ordered items or items surplus to requirements cannot be returned for refund although we are happy to collect damaged or surplus glass ensuring responsible disposal.
We strive to ensure every item of glass delivered arrives in a perfect condition although in the event you find an imperfection this must be reported to us, in writing, within 24 hours of delivery. Reports of imperfections beyond 24 hours will not be considered.
Glass with perceived imperfections will only be considered if the glass is intact. Broken or damaged glass, even with an imperfection, will not be considered for a free replacement or refund.
Regarding perceived imperfections, we follow guidelines as set out by the Glass and Glazing Federation and NHBC. Imperfections that are deemed acceptable and fall within these guidelines may not be considered for replacement or refund.
Copies of these guidelines can be found in the download section of this website.
All products are manufactured using the following standard glazing industry tolerances:
All Finished Glass Products: ±2mm
Double and Triple Glazed Units
Double and triple glazed units do not benefit from any guarantee period. All double and triple glazed units are made to order, as such, any incorrectly ordered units or units surplus to requirements cannot be returned for a refund although we are happy to return to collect damaged or surplus units ensuring safe responsible disposal.
We strive to ensure every item of glass delivered arrives in a perfect condition although in the event you find an imperfection this must be reported to us, in writing, withing 24 hours of delivery. Reports of imperfections beyond 24 hours may not be considered.
Units with perceived imperfections will only be considered if the unit is intact and without damage. Broken or damaged units, even with imperfections, will not be considered for a free replacement or refund.
Units, once received, must be stored in a dry area out of direct sunlight. The glazing must be carried out to a high standard within strict guidelines as set out by the Glass and Glazing Federation. The frames into which the units are being glazed must be in a satisfactory condition fit to receive the units. Obviously, with supply only products, we cannot be sure any of these conditions have been met hence the reason for our units not benefiting from a guarantee period.
Regarding perceived imperfections, we follow guidelines as set out by the Glass and Glazing Federation and NHBC. Imperfections that are deemed acceptable and fall within these guidelines may not be considered for replacement or refund.
Copies of these guidelines can be found in the download section of this website.
All products are manufactured using the following tolerances:
Sealed Units and Glass Thickness: ±1mm
Website Copyright and External Content
This website can be used for personal and professional purposes. We expressly forbid its content be modified, republished or distributed without written permission. The website and therefore its entire content is the intellectual property and financial asset of The Empire Glass Group Limited.
External links, downloads and additional content are for reference only and must not be relied upon unless advised doing so, in writing. We take reasonable steps to ensure content accuracy but offer no guarantee regarding completeness or correctness.
Product Disclaimer
Items are manufactured to exact specification provided by the customer via the website.
It is the responsibility of the customer to satisfy themselves the product is suitable for its intended use, such as safety glass use in critical locations.
Legal Coverage
Disputes fall within the jurisdiction of the courts of England and Wales.
Our Details
The Online Glass Store
A: Units 6 & 7, Manor Farm, Laddingford, Kent, ME18 6BX
T: 0800 652 1962
E: helpdesk@theonlineglassstore.co.uk
The Online Glass Store is a Wholley Owned, Operated, Insured and Guaranteed Subsidiary of The Empire Glass Group Limited, Company No.11877781