Refunds, Complaints & Your Rights

This page explains your key rights if something goes wrong and how to raise a complaint or request a refund.

1. If the goods are wrong or not as described

If we send the wrong goods, another customer’s goods, an incomplete set, or goods that do not match your invoice or SpecCheck, you are entitled to tell us, have those goods collected at our cost, and ask for the correct goods or a refund.

If we fail once and then fail again with a replacement, you may cancel and ask for a full refund.

2. If the goods are custom or limited edition

Custom, engraved, numbered and limited-edition goods are usually excluded from change-of-mind cancellation. However, if those goods are wrong, not as described or faulty, your remedies still apply in full.

3. If we promise a refund

If we promise a refund, we will submit it to your original payment method and provide evidence of submission.

For card refunds, you may ask us for the ARN.

A credit memo by itself is not proof that the refund has actually been processed.

4. Your complaint rights

You may complain to us at info@sankaglass.co.uk at any time. Please include:

• Your order number
• What happened
• What remedy you want
• Any photos, tracking, POD or correspondence

We aim to provide a substantive response within 14 calendar days.

5. If we do not resolve matters

Nothing in our policies affects your statutory rights under consumer law.

If you paid by debit or credit card and we do not resolve matters, you may ask your card issuer to review the transaction under the relevant card scheme rules. If you paid with certain types of credit and the legal requirements are met, you may also have rights against the credit provider as well as against us.

You should give your card issuer a clear timeline and copies of:

• Your invoice
• Your payment record
• Photos of any wrong or mis-described goods
• Collection or return evidence such as POD
• Any refund promise, refund receipt or ARN correspondence

6. Accessibility

If you need communication adjustments for complaints or refund requests, please tell us. We can support email-only communications, one-line summaries, quiet-hour emails, a single named handler, large-print or tagged PDFs, and interpreter-supported calls where reasonably possible.

7. Contact details

General care: info@sankaglass.co.uk

Returns: info@sankaglass.co.uk

Accounts and refund tracing: info@sankaglass.co.uk

8. Practical summary

You are usually within your rights to complain and seek a refund if:

• We supplied the wrong goods
• The goods do not match the invoice or SpecCheck
• A replacement attempt also failed
• We promised a refund and did not actually process it

You should keep all evidence, including invoices, receipts, photos, PODs and refund emails.