We understand - measuring can be tricky! Let's look at your options.
First: What Type of Item Did You Order?
OFF-THE-SHELF STANDARD SIZE:
✓ Can be returned or exchanged (within 14 days of order)
✓ You pay return postage
✓ Refund minus delivery cost
✓ Then order correct size
CUT-TO-SIZE / BESPOKE:
✗ Cannot be returned (made to your specifications)
✗ Not eligible for refund under terms and conditions
⚠️ But we can explore options below
Your Options If Item Is Cut-to-Size:
Option 1: Can It Be Cut Down?
If the glass is too large:
Local Glass Shop:
• Many local glass shops can trim glass
• Quick and inexpensive
• Call ahead to check they cut glass down (the glass can be cut with a regular glass cutter)
• Usually same-day service
DIY (At Your Own Risk):
• Glass can be cut with a regular glass cutter
• Minimum we recommend taking off: 5mm
• Watch YouTube tutorials first
• Wear safety equipment
• We cannot take responsibility for DIY cutting
We Can Cut It Down:
• Send it back to us
• We can trim it for you
• Cost: £9.99 + £4.99 return shipping
• Important: This is at your own risk
• No guarantee if it breaks during cutting or return
Option 2: Order Correct Size
If the size difference is too large to cut down:
• You'll need to order the correct size
• As goodwill, we may offer small discount on replacement
• Original item cannot be refunded (made to your specs)
Option 3: Keep and Use Elsewhere
Sometimes customers find alternative uses:
• Different stove
• Sell to someone with same stove
• Keep as spare
How to Avoid This in Future:
✓ Double-check measurements before ordering
✓ Send us photos of your measurements - we can verify
✓ Measure multiple times to be sure
✓ Ask for help - we're happy to guide you through measuring
✓ Check existing glass if you have it
If You Haven't Received It Yet:
Contact us IMMEDIATELY if you just ordered and realize the size is wrong:
• May be able to cancel/change before manufacturing
• Time is critical (within hours of ordering)
• We'll do our best to help
If We Made the Error:
If WE cut the wrong size (not what you ordered):
✓ Full replacement at no charge
✓ No questions asked
✓ We arrange collection of wrong item
To verify, we'll need:
• Photo of glass with tape measure
• Photo of label showing size
• Your order confirmation
We're Here to Help:
While we can't refund cut-to-size items ordered incorrectly, we'll work with you to find the best solution possible.
Contact:
💬 Live Chat – Our 24/7 Virtual Assistant is ready to help
- Click the chat icon on any page
📧 Email – info@stoveglassreplacement.co.uk
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Include “URGENT – Address Change” in the subject line
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We typically respond within one working day
📱 WhatsApp – https://wa.me/443302294118
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Messages can be sent 24/7
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Replies are monitored Monday–Friday, 9am–3:30pm
📞 Phone – 0330 229 4118
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Available Monday–Friday, 9am–3:30pm