Sanka Glass

Terms and Conditions

Who we are
“Sanka Glass”, “we”, “us” means Sanka Glass Ltd (Company No. [●], VAT [●]), registered at
1 Thorney Crescent, London. SW11 3TR, trading at 1 Thorney Crescent, London. SW11 3TR. “You” means the customer named on the order.
Contact: care@sankaglass.example | +44 (0)20 0000 0000
Scope: these terms govern the sale of goods listed on your invoice and related services (delivery,
placement, packaging removal).

  1. Definitions
    Goods: items listed on your invoice.
    Custom or Limited Edition: made‑to‑order, engraved, numbered or otherwise personalised items.
    SpecCheck: the written confirmation of item, finish, edition and weight we email before
    shipment. RMA: return authorisation reference.
    POD: proof of delivery or collection (carrier timestamp or signature).
    ARN: Acquirer Reference Number for a submitted card refund.
    Particularly vulnerable customer: a customer who tells us they need adjustments (for
    example disability or serious illness).
    Business day: Monday to Friday, excluding public holidays in England.
  2. Orders and contract formation 2.1 Your order is an offer. A binding contract forms when we email Order Confirmation or when we accept your first payment against an agreed quotation.
    2.2 For custom or limited items, the contract is for the written specification on your invoice
    and the latest SpecCheck you approve.
  3. Price, taxes and payment 3.1 Prices include VAT where stated. Any delivery or installation charges appear on the invoice.
    3.2 We may agree instalments. The schedule on your invoice forms part of this contract. 
    3.3 Within two business days of your final instalment we will email a Paid‑in‑Full receipt (PDF).
    3.4 We accept major cards and bank transfer. Card payments are processed under the Payment Services Regulations 2017 by our authorised payment providers.
  4. Delivery, title and risk 4.1 We schedule delivery in writing. Heavy or fragile consignments travel with insured carriers and may require adult attendance to accept.
    4.2 Title and risk pass to you only when the correct Goods (as invoiced and per SpecCheck) are delivered and accepted. Any mis‑shipped items remain our risk.
    4.3 If you reasonably refuse delivery because items are wrong or not as described, we will arrange collection at our cost.
  5. Conformity and inspection 5.1 We warrant the Goods will match the description on your invoice or SpecCheck and be free from manufacturing defects at delivery.
    5.2 On delivery you may open and inspect. If anything is wrong or missing, tell us as soon as you can (photos help); keep packaging where feasible.
  6. Corrections and replacements (service levels) 6.1 If we deliver wrong or not‑as‑described Goods, we will collect within one to two business days and deliver the correct replacement within five to seven business days, subject to availability.
    6.2 Two‑strike rule: if a replacement also fails to meet the invoice or SpecCheck, you may cancel the affected line or lines immediately and obtain a full refund under Section 7. Your
    statutory rights are not affected.
  7.  Refunds and credit notes 7.1 Refunds are made to the original payment method or methods in the same proportions paid, unless you agree otherwise.
    7.2 Card refunds: once submitted through our payment gateway we will email you the ARN within one business day of submission. Funds typically appear on your statement five to ten business days afterwards (issuer dependent).
    7.3 A credit memo or credit note is an accounting record only. A refund is not initiated until we submit it through the gateway and provide the ARN.
    7.4 We do not rescind a refund once it has been promised and submitted, save for proven fraud or duplicate payment.
    7.5 Where we collect wrong Goods, we will not withhold the refund pending inspection unless we have reasonable evidence of misuse or damage while in your custody.
  8. Custom and limited edition items (change of mind) 8.1 For distance sales, the Consumer Contracts Regulations 2013 cooling‑off right does not apply to custom or personalised items (Regulation 28(1)(b)).
    8.2 This does not limit your rights when Goods are wrong, mis‑described or faulty. Sections 6 and 7 and the Consumer Rights Act 2015 still apply.
  9.  Accessibility and particularly vulnerable customers 9.1 Tell us your preferred adjustments (for example email‑only, BSL‑interpreted or captioned calls, quiet‑hour emails, single named handler, large‑print or tagged PDFs, plain‑English summaries).
    9.2 We will record and follow those adjustments and provide a single escalation contact on request.
  10. Returns logistics (RMA and POD) 10.1 We issue an RMA and book insured collection; you will receive POD after pickup.
    10.2 Keep original packaging where feasible; if not, we will provide suitable materials.
  11. Warranty, damage and remedies 11.1 If Goods arrive damaged, we will arrange collection and replacement or refund.
    11.2 Nothing in these terms limits your statutory rights under the Consumer Rights Act 2015.
  12. Liability 12.1 We do not exclude liability for death or personal injury caused by our negligence, for
    fraud or fraudulent misrepresentation, or where exclusion would be unlawful.
    12.2 Subject to 12.1, we are not liable for indirect or consequential loss not reasonably
    foreseeable by both parties at contract formation. Your legal remedies for wrong or
    not‑as‑described Goods remain available.
  13.  Force majeure
    We are not liable for delay or failure caused by events beyond our reasonable control. This
    does not affect your right to cancel and refund if service levels under Sections 6 and 7 are
    not met.
  14. Data protection
    We process personal data in accordance with our Privacy Notice. For payment processing,
    our providers act as independent controllers for card data where applicable.
  15. Complaints and escalation
    15.1 Email care@sankaglass.example with your order number and evidence; we aim to
    provide a final response within 14 calendar days.
    15.2 We cooperate with legitimate card disputes and will supply the ARN and supporting
    documents to you or your issuer on request.
    15.3 If we cannot resolve your complaint, you may seek independent advice or use
    alternative dispute resolution. Your statutory rights are preserved.
  16. Changes to these terms
    We may update these terms on our website. The version in force at the time of your Order
    Confirmation applies to your order unless you agree to a later version in writing.
  17. Law and jurisdiction
    English law applies. Disputes are subject to the courts of England and Wales, without
    prejudice to any mandatory consumer protections in your place of residence within the UK.
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