1. Introduction
1.1 We are Bespoke Glass Rooflights Limited, a private company registered in England and Wales (company number 09854401). Our registered office is at 100 West Hendon Broadway, London, NW9 7AA.
1.2 These terms govern the supply of all products (goods and/or services) from us to you.
1.3 Please read them carefully before placing an order. They explain who we are, how we perform, how contracts can be amended or terminated, what to do if problems arise, and other key information. If you think any detail is incorrect, contact us to discuss.
1.4 By ordering, you confirm you are at least 18 years old and that you agree to our terms of conditions including our terms of payment and your obligations to us.
1.5 Your rights under these terms vary depending on whether you act as a consumer or as a business. You are a consumer if:
1.5.1 You are an individual; and
1.5.2 Your purchase is mainly for personal (non-business) use.
1.6 If you buy as a business, these terms form the entire agreement between us, and you acknowledge you have not relied on any extraneous representation.
1.7 Any provisions that apply only to consumers or only to business customers are clearly marked.
2. Contact
2.1 You can reach us via our website’s contact form, by emailing the address shown there, by calling the number displayed on our site, or by writing to our registered office at 100 West Hendon Broadway, London, NW9 7AA.
2.2 If we need to contact you, we will do so by telephone, email or post using the details you provided.
2.3 References to “writing” or “written” include email.
3. Our Contract with You
3.1 A contract comes into force when you pay in full (or pay any required deposit). Always check your pro forma invoice for accuracy before payment.
3.2 If we cannot accept your order (e.g. out of stock, pricing error, delivery constraints), we will notify you and refund any sums paid.
3.3 Our website is aimed at UK customers only. We do not accept orders from outside the UK; if you do order from abroad, we will cancel and refund you.
4. Our Products
4.1 Product images are illustrative only – actual colours may vary. You must tell us in writing about any product-specific information as relates to your order. We are not responsible for any deviation from your order if you have failed to notify us of any changes to the specification on the order form but you will be charged for any products that you order where we have commenced the production process.
4.2 We provide technical specifications for your information. All sizes carry a ± 4 mm manufacturing tolerance.
4.3 While we can advise on suitable items, you must ensure the chosen product meets your requirements (and building regulations) by consulting a qualified professional. Once bespoke items enter production, specifications cannot be changed.
4.4 Any additional test reports or calculations must be requested before you place your order; availability depends on our suppliers.
4.5 If you supply measurements, you bear responsibility for their accuracy.
4.6 Unless explicitly stated, fixings and other materials must be purchased separately and chosen to suit your application.
4.7 You must confirm site access, clearances, weights and other practicalities before installation; we cannot be liable for labour or machinery costs due to delivery delays. When your order is sent out for delivery, it is your responsibility to ensure that the products delivered are placed in a safe location and not subject to any damage. We do not offer storage facilities.
4.8 Our suppliers may alter product specifications without notice prior to order acceptance; if critical materials are unavailable, we may substitute with equivalents or contact you.
5. Warranty
5.1 Manufacturer or supplier warranties (as detailed in the Warranty Schedule below) apply; no system-wide warranty is provided by us.
5.2 We do not manufacture products ourselves. If you report a suspected defect within the warranty term and we agree it is likely genuine, we will assist in arranging a claim.
5.3 Warranty claims must be made to us in writing with delivery note and invoice details; without these we cannot process your claim.
5.4 The warranty does not cover misuse, neglect, fair wear and tear, environmental damage, accidental damage, or alterations.
5.5 You must return defective goods at your cost; if the supplier reimburses return postage, we will pass that refund to you.
5.6 If a supplier or manufacturer examines goods and denies liability, you must cover their examination costs.
5.7 If a claim is upheld, repair or replacement is at the supplier’s discretion; we accept no
further liability.
5.8 We are not liable for any third-party works carried out without our written consent.
5.9 Glass can sometimes fail spontaneously due to nickel sulphide inclusions; specifiers must decide on heat-soak testing. Bespoke Glass Rooflights Limited accepts no liability for such spontaneous breakage.
6. Your Right to Amend
6.1 If you wish to change your order, notify us immediately. We will confirm whether the change is feasible, any cost or timing implications, and seek your written approval before proceeding.
7. Our Right to Amend
7.1 We may adjust specifications to comply with laws or improve the product without affecting functionality.
7.2 For more significant changes, we will inform you in writing and you may cancel for a full refund before the change takes effect.
8. Delivery of Goods
8.1 Delivery charges are quoted when you request a quote. Provide accurate delivery details, a daytime phone number and email.
8.2 We will advise you of expected delivery dates shortly after order acceptance.
8.3 Deliveries take place Monday–Friday, 07:00–18:00; bespoke items may take longer.
8.4 All dates are estimates; we cannot be liable for unforeseen delays but will keep you informed.
8.5 To reschedule, give at least 72 hours’ notice before the promised date; late requests may
incur a fee.
8.6 If you collect from us, we’ll provide collection address and times.
8.7 Delivery is complete once goods arrive kerbside; you are responsible for unloading, checking and securing sufficient assistance.
8.8 For HIAB kerbside deliveries, stillages must be available for pick-up within two weeks or a £1,000 + VAT charge applies.
8.9 If delivery fails due to nobody being available, we will rearrange or ask you to collect, and may levy a redelivery charge.
8.10 If goods remain uncollected after reasonable efforts, we may store them at your cost or terminate the contract (see clause 12).
8.11 Risk passes to you on delivery or collection.
8.12 Title passes once we have received all sums due in full.
9. Performance of Services
9.1 Any additional services commence and complete on dates agreed during order processing.
9.2 If we cannot perform due to your site conditions (incorrect measurements, unsafe access, etc.), we may leave goods on site, retain 50% of that day’s service fees, charge for extra days, or charge storage. If we cannot contact you to resolve access, we may terminate under clause 12.3.
9.3 We may photograph our work; let us know in writing if you object.
10. Your Right to Terminate
10.1 Your right to end depends on what you’ve purchased, whether it’s faulty, who’s at fault
and your status (consumer/business):
10.1.1 Faulty goods or services: see clauses 14 (consumers) or 15 (businesses).
10.1.2 If we notify you of changes you don’t accept: clause 10.2.
10.1.3 Consumers changing their mind: clause 10.3.
10.2 You may cancel immediately (with full refund) if we notify you of a change to product/terms you do not agree to, an obvious pricing error, or if we breach the contract.
10.3 Consumers have a 14-day cooling-off period (Consumer Contracts Regulations 2013), subject to exceptions in clause 10.4.
10.4 No cancellation right for: bespoke items, services once completed, or goods inseparably mixed or altered.
10.5 Cooling-off begins:
10.5.1 For services: from order acceptance, 14 days to cancel (but you must pay for services
provided if they’ve begun).
10.5.2 For goods: 14 days from receipt of the last delivery.
10.6 Even if no change-of-mind right applies, you may terminate at any time before completion, but may owe us reasonable compensation.
11. How to End the Contract
11.1 Notify us via the contact methods in clause 2.
11.2 Return goods at your cost unless faulty or we’re at fault; use our return label or arrange
courier.
11.3 We pay return costs for faulty/misdescribed goods or if we’re at fault.
11.4 You pay returns costs in all other cases.
11.5 If we collect goods at your expense, we charge the direct cost of a specialist glass courier.
11.6 Refunds are by the original payment method, less any lawful deductions.
11.7 For change-of-mind refunds:
11.7.1 We may reduce the refund amount if goods have been handled beyond what’s
necessary to establish functionality.
11.7.2 Refund of delivery costs is capped at the cheapest method we offer.
11.8 Refund timing: within 14 days of receipt of returned goods, or of your cancellation notice if no goods to return.
12. Our Right to Terminate
12.1 We may terminate by written notice if you fail to pay when due (and remain unpaid after seven days’ reminder), fail to provide necessary information or access, or obstruct delivery or services.
12.2 We may also terminate if we cannot supply the goods or services for any reason.
12.3 On termination under this clause, we will refund sums paid for undelivered goods but may deduct reasonable costs incurred.
13. Complaints
13.1 Any queries or complaints about products or services should be sent to us using the details in clause 2.
14. Consumer Remedies for Faulty Goods
14.1 Consumers may return defective goods for a repair, replacement, or refund under the Consumer Rights Act 2015. We pay return/postage costs.
14.2 Bespoke Glass Rooflights will not be held liable for any associated costs resulting from the installation of incorrect or defective products
15. Business Remedies for Faulty Goods
15.1 Business customers have the statutory warranty that goods:
15.1.1 Match their description;
15.1.2 Are free from material defects.
15.2 If you identify a defect within 24 hours, mark the delivery note, give us written notice, allow inspection, and return at our cost, we will, at our option, repair, replace, or refund.
15.3 If only some goods are defective, you must accept undamaged items or pay return/redelivery.
15.4 No liability if defect arises from improper storage, instructions not followed, your design, unauthorised alterations, fair wear and tear or misuse.
15.5 Except as above, we exclude all other liability for defective goods.
15.6 These terms apply to any replacements or repairs under clause 15.2.
16. Price and Payment
16.1 Prices (excluding VAT) are set out in our quotation.
16.2 VAT rate changes between order and supply dates are passed on unless you’ve paid in
full beforehand.
16.3 If we spot a pricing error: if the correct price is lower, we charge the lower amount; if higher, we will contact you before accepting your order.
16.4 Payment methods: WorldPay, PayPal, bank transfer, cheque, cash.
16.4.1 Services: full payment required at the time of order.
17. Our Liability to Consumers
17.1 If we breach these terms, we’re liable for foreseeable losses caused by our negligence or
breach.
17.2 We do not limit liability for death or personal injury due to negligence, fraud, or breach of your statutory rights.
17.4 Our products are for domestic use; any commercial use limits our liability as in clause 18.
18. Our Liability to Businesses
18.1 We do not limit liability for death or personal injury due to negligence, fraud, or breach of implied terms under key statutes.
18.2 Except as expressly stated, we exclude all implied terms.
18.3 Subject to clause 18.1:
18.3.1 We exclude liability for loss of profit or any indirect or consequential loss.
18.3.2 Our total liability for other losses is capped at the total sums you’ve paid us under the
contract.
19. Data Protection
19.1 We use your personal data in accordance with our privacy policy, available on our website footer.
20. General
20.1 We may transfer our rights and obligations under these terms to another party, but will notify you in writing first.
20.2 You may only transfer your rights or obligations with our written consent (except warranty claims may be transferred as described).
20.3 No third party has rights under this contract, except as set out in clause 20.2.
20.4 If any provision is held invalid, the remainder remain in force.
20.5 Our delay or failure to enforce any right does not waive that right.
20.6 Neither party is liable for force majeure events (acts of God, strikes, supply delays, etc.);
if delayed over 30 days, the other may terminate on 14 days’ notice.
20.7 All website content is our copyright; you may not reuse it without permission. You grant us a licence to use any photos you supply of completed projects.
21. Governing Law and Jurisdiction
21.1 English law governs these terms.
21.2 Consumers may bring proceedings in either the English or (if resident) Scottish courts.
21.3 Businesses submit exclusively to the English courts.
22. Force Majeure
We may delay delivery, cancel orders or reduce volumes without liability if prevented by events beyond our reasonable control (acts of God, strikes, terrorism, severe weather, supply shortages, etc.).
Warranty Schedule
These guidelines outline the third-party manufacturer warranties that apply to our glass products. They do not form part of the contract and do not affect your statutory rights. All claims must be made in writing at least two weeks before the warranty expiry date, quoting delivery note and order/invoice number.
Insulated Glass Units (IGUs)
• 5-year warranty against internal condensation or coating failure.
• Claims require compliance with industry handling, installation and inspection standards (e.g. British Standard 8000-7, GGF Data Sheet 4:2).
• Exclusions include abnormal use, altitude above 800 m, unauthorised coatings, or product damage.
• Repair or replacement at supplier’s discretion; replacement bears the original expiry
date.
Other Products
• No warranty on toughened safety, back-painted or laminated glass (aside from statutory rights).
Any certified replacement parts carry only the residual period of the original warranty. Spontaneous breakage due to nickel sulphide inclusions is excluded. The benefit of these warranties is non-transferable beyond the original purchaser.