EdgeLine – Refund & Returns Policy
Last Updated: June 2026
1. Overview
At EdgeLine, most of the products we supply are custom-made to order and manufactured to the specifications provided by each customer.
This Refund & Returns Policy explains when returns, replacements, repairs, or refunds may be available.
Nothing in this policy affects your statutory rights under applicable UK consumer law.
2. Made-to-Order Products
The majority of products supplied by EdgeLine are bespoke products manufactured specifically for each order.
These may include:
- Custom Cut Glass
- Table Top Glass
- Mirrors
- Kitchen Splashbacks
- Shower & Bath Screens
- Glass Balustrades
- Double Glazed Units (DGUs)
- Triple Glazed Units (TGUs)
- Special Order Glass Products
As these products are manufactured to your individual requirements, they generally cannot be returned, exchanged, or refunded once production has begun.
3. Customer Measurement Responsibility
Unless a survey service has been specifically arranged and agreed in writing, customers are responsible for ensuring all measurements, drawings, specifications, and details provided to EdgeLine are accurate.
Refunds, replacements, or credits will not be provided where products have been manufactured correctly according to measurements or specifications supplied by the customer.
We strongly recommend checking all measurements carefully before confirming an order.
4. Order Cancellations
Orders may only be cancelled before production has commenced.
Once manufacturing has started, cancellation may not be possible due to the bespoke nature of the products.
Where cancellation is possible, EdgeLine reserves the right to deduct any costs already incurred.
5. Damaged Goods
Customers should inspect products as soon as reasonably possible after delivery or collection.
If a product arrives damaged, please contact us as soon as possible and provide:
- Photographs of the damage
- Your order details
- A brief description of the issue
Please retain all packaging and avoid installing damaged products until the matter has been reviewed.
Where damage is confirmed, EdgeLine will work with the customer to determine an appropriate remedy, which may include repair, replacement, credit, or refund.
6. Faulty or Incorrect Products
If you believe a product has been supplied incorrectly or contains a manufacturing defect, please contact EdgeLine as soon as reasonably possible.
We may request:
- Photographs
- Measurements
- Further information regarding the issue
Where a fault or manufacturing error is confirmed, we will determine the most appropriate solution, which may include:
- Repair
- Replacement
- Partial refund
- Full refund
- Credit note
The remedy offered will depend on the circumstances of the claim.
7. Products Installed Before Inspection
Customers should inspect products before installation wherever reasonably possible.
Claims relating to visible damage, manufacturing defects, or incorrect specifications may be more difficult to assess once a product has been installed.
EdgeLine reserves the right to investigate all claims before determining any remedy.
8. Natural Variations
Glass is a manufactured product and may contain minor variations that do not affect performance or quality.
These may include:
- Slight colour variations
- Minor tint differences
- Small visual imperfections permitted by industry standards
- Minor manufacturing tolerances
- Variations in pattern or finish
Such variations do not automatically constitute defects and may not qualify for refund, replacement, or compensation.
9. Installation Services
Where EdgeLine carries out installation directly, any concerns should be reported as soon as possible following completion.
Where installation is carried out by an independent third party, including installers recommended by EdgeLine, any installation-related issues should be addressed with the installer responsible for the work.
EdgeLine cannot accept responsibility for workmanship, fitting methods, or installation errors carried out by independent third parties.
10. Refund Processing
Where a refund is approved, it will be processed using the original payment method wherever possible.
Refund times may vary depending on the payment provider or financial institution involved.
11. Contact Us
If you have any questions regarding this policy or believe there is an issue with your order, please contact EdgeLine using the details provided on our website.
We will always aim to review concerns fairly, professionally, and as quickly as possible.