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Glass Tailors

Terms & Conditions

Last updated: 22 June 2026. This is a draft prepared for legal review and should be checked by your solicitor before publication.

These Terms & Conditions ("Terms") govern the supply and, where applicable, installation of bespoke architectural glass — including frameless shower enclosures, balustrades, splashbacks, mirrors and aluminium-framed doors and windows — by Glass Tailors Ltd trading as Glass Tailors ("the Company", "we", "us", "our") to its customers ("the Customer", "you"). By accepting a quotation, paying a deposit, or signing an Order, the Customer agrees to be bound by these Terms.

Registered office: Unit K, Braintree Industrial Estate, Braintree Road, South Ruislip, Middlesex HA4 0EJ. Company registration number: [to be confirmed]. VAT registration number: [to be confirmed]. Contact: mail@glasstailors.co.uk · 020 8152 4302.

1. Products

1.1 The Company agrees to supply (and, where applicable, install), and the Customer agrees to purchase, the product(s) set out on the Order ("the Products") and to be bound by these Terms & Conditions.

1.2 The Company reserves the right to substitute the Products for a similar product in the event that the original Product is unavailable. The Company shall use its reasonable endeavours to inform the Customer of any such substitutions.

1.3 Tolerances of up to 3mm are possible on all sizes due to the nature of glass production. A protrusion tolerance of up to 1.5mm is acceptable due to uneven surface levels of walls, floors and ceilings.

2. Site Survey & Lead Times

2.1 The Company will undertake a survey of the site at which the Customer wishes to have the Products installed ("the Site Survey"). Unless otherwise agreed in writing, the Company's lead time for the delivery of the Products shall be a minimum of ten (10) working days from the date that a successful Site Survey is completed. This may vary during periods of high demand.

2.2 The Company will use its reasonable endeavours to carry out a Site Survey within seven (7) days of receipt of a completed and signed Order from the Customer. If the Customer does not have an account with the Company, the seven (7) days will commence from the date of receipt of the Customer's deposit.

2.3 By instructing a survey, the Customer agrees to pay a non-refundable site-survey fee of [to be confirmed] + VAT per product application measured, which is credited against the Order if the Customer proceeds.

2.4 The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 exclude from the 14-day cancellation right "the supply of goods that are made to the consumer's specifications or are clearly personalised". Consumers have the right to a full refund or exchange within 14 days of the sale date only where the product is not bespoke and is a stock item held by the Company. Due to the bespoke nature of our Services and Products, once the Customer has placed an Order it may not be cancelled if the Product is custom made. In the event of cancellation, the Company will retain the Customer's deposit. Any cancelled Order for Products that have already been manufactured must be paid for in full.

3. Delivery

When all Products set out on the Order have been manufactured, the Company will contact the Customer and arrange a mutually convenient delivery date ("the Delivery Date").

3.1 The Company will use its reasonable endeavours to deliver the Products on the Delivery Date and will notify the Customer within a reasonable time if the Delivery Date cannot be met. For the avoidance of doubt, time shall not be of the essence of delivery.

3.2 The Company excludes any and all liability (to the extent permitted by law) for any costs or damages of any kind (including direct, indirect and consequential losses) arising out of late delivery. The Company shall not be responsible for delays caused by circumstances beyond its reasonable control.

3.3 The Customer must give the Company at least five (5) working days' written notice before the Delivery Date if the Customer wishes to delay delivery.

3.4 If the Customer wishes to delay delivery by more than five (5) working days, the full balance of the Order will become immediately payable. The Company agrees to store such delayed Products, at the Customer's risk, for up to one (1) calendar month from the original Delivery Date. The Company reserves the right to charge storage fees at a daily rate until the Products are delivered to the Customer.

3.5 The delivery charge specified in the Order will be payable by the Customer: (a) if the Company is not installing the Products; or (b) on all installations outside a ten (10) mile distance of the Company's premises.

4. Site Preparation & Installation

4.1 The Customer is solely responsible for ensuring that the site is suitably prepared for installation. If damp or dry rot is detected during the Site Survey, the Company recommends that the condition be treated well in advance of the agreed date for delivery and installation.

4.2 Electrical and telephone points, utensil racks, appliances, cabinetry, sanitaryware and all fixtures must be fitted or marked before the Site Survey, as changes cannot be made to the Product once it is cut and toughened. Walls, floors and worktops must be reasonably level as gaps may otherwise occur. The Company takes no responsibility for any unprepared surfaces resulting in an unsatisfactory finish. Neutral-cure silicone or painter's caulk is applied to the outer perimeter of the Product for sealing and waterproofing purposes. Seals may vary depending on whether the joinery, walls and worktops are level or plumb.

4.3 Any required site preparation that has not been carried out by the day of survey or installation will be charged at the Company's current day rate.

4.4 Tolerances of up to 3mm are possible on all sizes due to the nature of glass production. A protrusion tolerance of up to 1.5mm is acceptable due to uneven surface levels of walls.

4.5 The Company works in accordance with the Construction (Design and Management) Regulations 2015 and its written health & safety policy. Standard working hours are Monday to Friday, 8am–5pm. Out-of-hours or weekend installations can be arranged at additional cost.

5. Installation by Customer

5.1 If the Company is not installing the Product, silicone and any recommended fixings should be purchased from the Company and installation should be carried out using the recommended products.

5.2 The Company shall not be responsible for any issues relating to the size or fit of the Product if (a) the Products are ordered without the benefit of a Site Survey by the Company's qualified installers, or (b) the Products are installed by unqualified installers.

6. Completion of Order

6.1 The Customer's Order will be deemed completed when all Products set out on the Order have been installed, or, if the Customer does not require installation, on delivery. Any Product found to be faulty after installation will be rectified under the Guarantee conditions (clause 12). For the avoidance of doubt, a faulty Product does not constitute incomplete installation.

7. Title & Risk

7.1 Notwithstanding the earlier passing of risk, title in the Products shall remain with the Company and shall not pass to the Customer until all amounts due (including any applicable interest and costs) have been paid in full. Until title passes, the Customer shall hold the goods as bailee for the Company. The Company may at any time before title passes, and without any liability to the Customer, repossess, dismantle, use or sell all or any of the Products and, by doing so, terminate the Customer's right to use, sell or otherwise deal in them, and may enter any premises occupied by the Customer for that purpose. Unless otherwise set out in these Terms, risk passes to the Customer once the goods are installed, delivered or collected (as the case may be).

8. Payment Terms

8.1 Where the Customer pays in full at the point of Order, the Product will be put into production once the payment has been received in cleared funds. All glass will be charged at a minimum of 0.25 square metres. An additional 30% handling charge applies to each panel longer than 2.5 metres.

8.2 Where the Company supplies the Product and/or Service to the Customer, a 60% deposit of the estimated quotation / pro-forma invoice price in cleared funds is required before the Order proceeds. The Site Survey will commence from the date of receipt of the Customer's deposit. The final invoice is based on the Site Survey and may be subject to change. When all Products have been manufactured, the Company will contact the Customer and arrange a further 30% payment before commencing installation (unless alternative arrangements have been made). The remaining 10% is payable on satisfactory completion.

8.3 Unless otherwise agreed with the Customer in writing, payment shall be due immediately from the date the Company submits an invoice. In the event of late payment, the Company reserves the right to:

8.4 cancel the contract and issue a new contract;

8.5 charge the Customer interest at the rate set out for the purposes of section 6 of the Late Payment of Commercial Debts (Interest) Act 1998:

8.6 calculated (on a daily basis) from the date of invoice until payment;

8.7 compounded on the first day of each calendar month; and

8.8 before and after any judgment (unless a court orders otherwise).

8.9 Failure to complete payment may result in loss of deposit, payment of all costs of materials and non-delivery of the Product.

8.10 The Company may suspend or cancel future deliveries or outstanding work.

8.11 The Company may cancel any discount offered to the Customer.

8.12 If the Customer has an approved business credit account, the Company reserves the right to withdraw it, reduce the credit limit, or bring forward the due date for payment.

8.13 The Customer does not have the right to set off any money the Customer may claim from the Company against anything that the Customer may owe the Company.

8.14 While the Customer owes money to the Company, the Company has the right to keep any property of the Customer that it may hold until payment has been received in full.

8.15 If the Customer breaches any of the Customer's obligations under these Terms, the Customer shall indemnify the Company in full against all direct or indirect expenses and liabilities incurred, including legal costs and other related costs on a full indemnity basis.

8.16 The Customer should note that until the Company receives full payment, the Guarantee offered by the Company to the Customer will not come into effect.

8.17 The Company may take any of the actions in this clause at any time without notice.

9. Colour

9.1 Colour is to be chosen from the Company's standard range, or from the Dulux™, RAL or British Standard paint mixing range; a bespoke colour match is available at extra cost. Due to variation in the manufacture of glass, the colours as shown on a colour chart or sample cannot be guaranteed.

9.2 The Company will use its reasonable endeavours to match as closely as possible the finished Product with the colour chart; however, the Customer is advised that it is difficult to match a printed colour chart with the Company's paint.

9.3 Certain glass types, other than low-iron ("Optiwhite"-type) glass, have a higher iron content which causes a green tint that changes the final colour of the coat. Please refer to the coloured glass samples for a more accurate indication. Colours on samples are slightly lighter than the finished product, as samples allow more light through the edge of the glass.

10. Amendments

10.1 Any cost increases necessitated by the Site Survey are the sole responsibility of, and shall be payable by, the Customer. Any amendments requested after the final measure and Site Survey are also payable in full by the Customer. Any changes relating to the repositioning of sockets, taps, phone sockets, light switches or other fixtures are at the expense of the Customer.

11. Non-Delivery, Defects or Damages

11.1 Any claim for non-delivery of any Product must be notified in writing by the Customer to the Company within ten (10) days of the Delivery Date. Any claim that any Product has been delivered damaged, is not of the correct quantity, or does not comply with its description must be notified in writing by the Customer to the Company within seven (7) days of the Delivery Date.

11.2 Any alleged defect must be notified in writing by the Customer to the Company within six (6) months of the installation of the Product. The Company accepts no responsibility for any damage or shortages to glass on a supply-only basis once a signed delivery note has been received. It is the Customer's responsibility to check panels on receipt and sign them off. Allowing a third party to take delivery is at the Customer's own risk.

11.3 Any claim under this Clause 11 must be in writing and must contain full details of the claim including a full description of any allegedly defective Product. The Customer shall afford the Company a reasonable opportunity and facilities to investigate any claims made under this Clause 11 and shall, if so requested in writing by the Company, properly return any Product subject to the claim and any packing materials, securely packed and carriage paid, to the Company for examination. The Company reserves the right to refuse any claim where the Customer has not complied with this procedure.

11.4 If the Customer establishes that any Products have not been delivered, have been delivered damaged, are not of the correct quantity, or do not comply with their description, the Company shall, at its option, replace with similar goods any Product which is missing, lost or damaged or does not comply with its description, allow the Customer credit for its invoice value, or repair the damaged Product.

11.5 If the Customer establishes that any Product is defective, the Company shall, at its option, replace with similar goods or repair the defective Product, allow the Customer credit for its invoice value or, to the extent that the goods are not of the Company's manufacture, assign to the Customer (so far as the Company is able to do so) any warranties given by the manufacturer to the Company.

11.6 The delivery of any repaired or replacement Product shall be at the Customer's site or other delivery point specified for the original Product.

11.7 The right to a replacement, repair or refund set out in this Clause 11 shall be the Customer's sole and exclusive remedy. Nothing in this clause limits a consumer Customer's statutory rights under the Consumer Rights Act 2015.

12. Guarantee

12.1 The Company will use its reasonable endeavours to repair or replace, free of charge, any coating which is found to be delaminating or discoloured within the warranty period set out in clause 16. This Guarantee is subject to full payment for all Products, charges and fees, and reasonable written notice by the Customer of any such fault. The Customer must maintain and clean the Product(s) in a proper manner. This excludes wilful damage and normal wear and tear.

12.2 This Guarantee only applies to (a) the Customer named on the Order and is not transferable, and (b) Products installed by the Company's approved and trained installers.

12.3 The Guarantee does not cover any defects caused by mistreatment of the glass or use of chemical or abrasive cleaning agents. The Company will not be responsible for any claims in respect of measuring errors where the Company's site surveyor has not taken the measurements. The Company will not be held responsible for breakages or damage caused during transit where the Company is not paying for the cost of freight. Where the Company does not supply the glass, any imperfections or damage caused during handling are not the responsibility of the Company.

13. Limitation of Liability

13.1 Under no circumstances shall the Company have any liability of any kind for: (a) any defects resulting from wear and tear, accident, improper use, or use other than in accordance with the instructions or advice of the Company; (b) any Products that have been adjusted, modified or repaired except by the Company; (c) the suitability of the Products for any particular purpose or use under specific conditions, whether or not the purpose or conditions were known or communicated to the Company; (d) any substitution by the Customer of materials or components not forming part of any specification of the Product unless agreed in writing by the Company; (e) descriptions, illustrations, specifications, figures as to performance, drawings, weights and dimensions contained in the Company's catalogues, price lists or elsewhere, which are intended only to represent a general idea of the Products and do not form part of these Terms; (f) technical information, recommendations, statements or advice given by the Company, its employees or agents otherwise than in writing in response to a specific written request from the Customer prior to the acceptance of the Order; or (g) any variations in the quantities or dimensions of any Product or changes to their specifications or substitution of any materials or components, where such variation or substitution does not materially affect the characteristics of the subject matter and the substituted materials or components are of a quality equal or superior to those originally specified.

13.2 Subject to clause 13.4, the Company shall have no liability to the Customer for any loss or damage of any nature arising from any breach of any express or implied warranty or condition of these Terms or any negligence, breach of statutory or other duty on the part of the Company, or in any other way arising out of or in connection with the performance, purported performance, or failure to perform under these Terms.

13.3 In no circumstances shall the liability of the Company to the Customer under these Terms exceed the invoice value of the Product.

13.4 Nothing in these Terms excludes or limits the Company's liability for: (a) death or personal injury caused by its negligence; (b) fraud or fraudulent misrepresentation; (c) breach of any statutory rights the Customer has as a consumer under the Consumer Rights Act 2015 or the Consumer Protection Act 1987; or (d) any other liability that cannot be lawfully excluded.

14. Product Care

14.1 Customer's Responsibility. It is the responsibility of the Customer to follow the manufacturer's instructions and to treat the Products with due care and attention. No responsibility can be accepted by the Company for damage caused by incorrect use or cleaning with products that contain bleach or other corrosive agents. Glass should be cleaned with ordinary glass cleaning products or mild disinfectant.

14.2 Splashbacks and shelves. Care must be taken when handling glass products such as shelves or splashbacks before and during installation. Our glass products (where suitable) are made from toughened (also known as tempered) glass — a type of safety glass in accordance with BS EN 12150. Toughened glass should receive the same care as annealed (ordinary) glass. Careless handling and improper installation can cause edge damage, and delayed breakage can occur when edge-damaged toughened glass is subjected to mechanical stress. Further, if cut, knocked or dropped, toughened glass will produce instantaneous total fragmentation. DO NOT under any circumstances attempt to cut or drill toughened glass as it will shatter.

14.3 Heat. All glass, including splashbacks, must be installed a minimum of 3cm (1⅛") from any heat source. This includes any hot water pipework concealed within walls and any radiant heat sources such as hobs, heated towel rails or radiators. We do not recommend the use of glass around fire surrounds.

14.4 Suitability. Splashbacks are only suitable for internal walls. They are not suitable for use as worktops.

15. General

15.1 These Terms shall be governed by the laws of England and Wales and the parties hereby submit to the exclusive jurisdiction of the English courts. A consumer Customer resident in Scotland or Northern Ireland may bring proceedings in their local courts.

15.2 The parties agree that these Terms and the Order constitute the entire agreement and understanding between the parties and supersede all prior understandings, representations and agreements between them. However, neither party seeks to exclude or limit liability for any fraudulent misrepresentations.

15.3 The waiver (which must be in writing and signed by an authorised representative of the relevant party) on a particular occasion by either party of rights under these Terms does not imply that other rights will be waived. If a party has a right arising from the other party's failure to comply with an obligation under these Terms and delays in exercising, or does not exercise, that right, such delay or failure is not a waiver of that right or any other right.

15.4 Each clause of these Terms is a separate term and is intended to stand alone. Should any provision be held to be invalid or unenforceable, such provision shall be severed from the remainder of these Terms, which shall continue to be valid and enforceable to the fullest extent permitted by law.

15.5 Tolerances of up to 3mm are possible on all sizes due to the nature of glass production. A protrusion tolerance of up to 1.5mm is acceptable due to uneven surface level of walls.

16. Warranties

16.1 Guarantees

  • 2 years' guarantee direct with the glass supplier against manufacturing defects of the glass material.
  • Up to 5 years' guarantee against discolouration of the paint, direct with the paint supplier.
  • Up to 10 years' guarantee on metal fixtures and fittings.
  • Up to 2 years' guarantee on plastic and rubber fixtures and fittings.
  • Up to 2 years' guarantee on LEDs and electronic components.
  • 12 months' guarantee on Glass Tailors' workmanship from the date of installation.

16.2 Cleaning Advice

  • Our glass can be cleaned with ordinary mirror or window cleaning products.
  • Do not clean the glass with abrasive materials.
  • The glass should be cleaned on a regular basis.
  • Avoid using abrasive pastes or polishing materials.
  • The glass will not be harmed by ordinary descaling chemicals.

16.3 If there is any damage to the silicone seals, this should be repaired as soon as possible. Exposed edges must be treated with care.

17. Toughened Mirrors

17.1 All manufacturing processes are the same as for glass splashbacks; however, our spraying technology allows us to mirror toughened glass, allowing it to be used in areas subject to heat such as behind cooktops.

17.2 Due to the material nature and the toughening process, a reduction in clarity of up to 10% compared to standard silver non-toughened mirrors is acceptable, as are hairline scratches of up to 30mm in length.

18. Edge-Lit / LED Splashbacks

18.1 Please be advised that edge-lit splashbacks are sandblasted around a vinyl template and may suffer from slight imperfections which are highlighted when the product is switched on.

19. Online Quote Calculator

19.1 Quotations generated by our online calculators (powered by Smart Glazier) are indicative only and are subject to Site Survey, confirmation of specification, and our written Order confirmation. By submitting the calculator the Customer also agrees to the form-level conversion-tracking consent described in our Privacy Policy.

20. Data Protection

20.1 The Company processes personal data in accordance with the UK GDPR and the Data Protection Act 2018. Full details of what we collect, why, and the Customer's rights are set out in our Privacy Policy.

21. Contact

Glass Tailors Ltd
Unit K, Braintree Industrial Estate, Braintree Road, South Ruislip, Middlesex HA4 0EJ
Email: mail@glasstailors.co.uk
Phone: 020 8152 4302