Refund policy
Returns & Refunds
We hope that you will be delighted with your purchase from Louise Rose Period Glass. As our stock consists principally of antique, vintage and period architectural glass, each piece is unique and will naturally show signs of age, use and previous installation.
Your Right to Cancel
If you are purchasing as a consumer online, you may cancel your order within 14 days of receiving the goods, without giving a reason.
To exercise your right to cancel, please contact us within 14 days of delivery and clearly state that you wish to return your purchase.
You then have a further 14 days from the date you notify us to return the item.
Returning an Item
Please contact us before returning any item so that we can provide the correct return instructions.
Unless the item is faulty, damaged in transit or not as described, the cost and arrangement of return delivery are the responsibility of the customer.
Because stained and leaded glass is fragile, returned items must be securely packed to an appropriate professional standard and returned using a tracked and suitably insured delivery service.
We strongly recommend retaining proof of postage and insurance documentation until your refund has been completed.
The customer remains responsible for the safe return of the item until it reaches us.
Refunds
Once the returned item has been received and inspected, we will process any refund due.
Where you are exercising your statutory right to cancel, we will refund the purchase price together with the cost of our least expensive standard outbound delivery option, where applicable.
Any additional amount paid for an enhanced, expedited or premium delivery service is not refundable beyond the cost of our standard delivery service.
Refunds will normally be made to the original payment method.
We may make an appropriate deduction from the refund if the item has been handled beyond what would reasonably be necessary to inspect it and this has reduced its value.
Antique & Period Condition
Our pieces are antique, vintage or period architectural items rather than newly manufactured goods.
Age-related characteristics may include surface wear, marks, scratches, oxidation, patina, historic repairs, irregular leadwork, minor movement, small losses, variations in glass texture and other evidence of previous architectural use.
We describe condition as accurately as reasonably possible and provide detailed photographs. Photographs form part of the description and customers are encouraged to examine them carefully before purchasing.
Age-related characteristics that have been clearly described or shown in the photographs are not considered faults simply because they reflect the age or previous use of the item.
Nothing in this policy affects your statutory rights.
Damaged in Transit
All appropriate orders are packed carefully and dispatched using tracked and, where stated, insured delivery services.
Please inspect your order as soon as reasonably possible after delivery.
If an item arrives damaged, please contact us promptly and provide:
- clear photographs of the damaged item;
- photographs of the external packaging;
- photographs of the internal packaging; and
- the shipping label where possible.
Please retain all packaging until the matter has been resolved, as the carrier or insurer may require it as part of a claim.
We will work with you to resolve damage occurring during delivery in accordance with your statutory rights.
Faulty or Incorrectly Described Goods
If an item is faulty or materially different from its description, please contact us as soon as possible.
Your statutory rights under UK consumer law are not affected by this policy.
Exchanges
As most of our pieces are unique, one-off antique items, direct exchanges are not usually possible.
Where appropriate, we will be happy to help you identify an alternative piece from our current collection.
Contact
For return or refund enquiries, please contact:
Louise Rose Period Glass Ltd
Email: louiseroseperiodglass@gmail.com
Telephone / WhatsApp: (+44) (0) 7935 145852