We commit to spec‑exact delivery, fast correction of any mis‑supply, and prompt, traceable refunds. Nothing in this page limits your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Where we deliver and lead times Destinations: UK Mainland, Highlands and Islands, Channel Islands, Isle of Man, Northern Ireland, EU and selected international locations.
Processing: orders confirmed by 12:00 UK time ship the same or next business day for in‑stock items. Custom or limited items follow your SpecCheck lead time. Partners: insured couriers; heavy or fragile consignments may use a white‑glove service. Split shipments: items may ship separately at no extra cost.
2. Delivery booking and acceptance We confirm delivery in writing with a date window and any access notes. On delivery, you or your delegate may open and inspect before signing. If anything is wrong or not as described, note it on the driver’s device if possible, photograph labels and contents, and
contact us as in Section 4.
3. Fees and surcharges
Delivery fees are shown at checkout and on your invoice. Redelivery after a missed appointment may incur a charge, but not where the shipment was wrong or not as described.
4. If we deliver the wrong item or not as described
4.1 Tell us quickly (photos help) at info@sankaglass.co.uk with your order number. Keep packaging where feasible.
4.2 We book collection within one to two business days at our cost and email a POD once collected.
4.3 We send the correct replacement within five to seven business days, subject to availability.
4.4 Two‑strike rule: if a replacement is also wrong or not as described, you may cancel the affected line or lines immediately and obtain a full refund as in Section 7.
5. Returns for change of mind (distance purchases)
5.1 Stock items: you may cancel within 14 days of delivery and return within 14 additional days. We refund the price paid for the goods (standard delivery only). You bear return shipping and are responsible for safe return.
5.2 Custom or limited items: excluded from change‑of‑mind under the Consumer Contracts Regulations 2013, except where they are wrong, mis‑described or faulty, in which case Sections 4 to 7 apply in full.
5.3 Please obtain an RMA so we can track and process quickly.
6. How to return and the RMA process Email info@sankaglass.co.uk with your order number, photos of outer label, item label and contents, and whether you request replacement or refund. We issue an RMA and book insured collection or send a tracked label for small parcels. We email POD after pickup
so you have a timestamp.
7. Refunds (method, timing, ARN)
7.1 Refunds are made to the original payment method or methods in the same proportions you paid, including instalments.
7.2 For card refunds, once submitted through our gateway we will email you the ARN within one business day of submission.
7.3 Posting times are typically five to ten business days for card refunds and up to five business days for bank transfer.
7.4 A credit memo is an accounting record; the refund exists only once submitted and an ARN is available for card payments.
7.5 We do not rescind a refund once promised and submitted, save for proven fraud or duplicate payment.
8. Accessibility and particularly vulnerable customers On request we provide email‑only communications, BSL or captioned calls, quiet‑hour emails, a single named handler, and large‑print or tagged PDFs. Tell us what you need and we will record it on your order.
9. Evidence we may request To resolve issues quickly we may request photos of outer label, item label, serial or edition number, weight stamp or certificate, and a brief photo of the condition. This helps prove a mis‑ship or cross‑customer swap and speeds up collection, replacement or refund.
10. Contact and escalation
Care: info@sankaglass.co.uk
Returns: info@sankaglass.co.uk
We aim to provide a final response within 14 calendar days. We cooperate with legitimate card disputes and provide ARNs on request. Your statutory rights remain unaffected.
Definitions
SpecCheck: the written confirmation of item, finish, edition and weight sent before shipment.
POD: proof of delivery or collection (carrier signature or timestamp).
ARN: the card‑scheme trace for a submitted refund; your issuer can locate the refund using this
number.
Business day: Monday to Friday excluding public holidays in England