Cancellation & Refund Policy
Cancelling an order
Because every panel is made to order, you may cancel free of charge before production begins. Email hello@southglassart.com with your order reference as soon as possible. Once we have started printing and tempering your glass to your chosen size, the order cannot be cancelled because the item is personalised to you.
Refunds
- Approved refunds are issued to the original payment method, normally within 5–10 business days of approval (your bank may take longer to post it).
- For cancellations before production, any deposit or amount paid is refunded in full.
- Shipping costs (where charged) are refunded only when the return is due to our error or a faulty item.
Made-to-measure & custom items
Made-to-measure backsplashes and custom-photo prints are produced individually and therefore are not eligible for change-of-mind returns under consumer-protection law. This does not affect your statutory rights regarding faulty goods.
Damaged, defective or incorrect items
Every order is fully insured in transit. If your panel arrives damaged, faulty or different from what you ordered, send us photos within 48 hours of delivery at hello@southglassart.com. We will remake and reship it, or issue a full refund — entirely at our cost. We cover return shipping for damaged, faulty or incorrectly supplied items.
Standard (non-personalised) items
Where you have purchased a standard, non-personalised item, you may return it within 14 days of delivery, unused and in resaleable condition. Return shipping for change-of-mind returns is the customer’s responsibility.
Last updated: 21 June 2026. This document is a professional template tailored to a made-to-order tempered-glass product sold and shipped worldwide. Replace every [bracketed] placeholder with your registered company details before going live, and have it reviewed by a lawyer in your jurisdiction.