Return Process - Step by Step:
STEP 1: Check Eligibility
First, confirm your item is eligible for return:
• See our article "Can I return my order?"
• Off-the-shelf items: Usually eligible
• Cut-to-size items: Generally NOT eligible (unless our error)
STEP 2: Contact Us for Return Authorisation
Contact us with:
• Your order number
• Item(s) you want to return
• Reason for return
Contact Methods:
💬 Live Chat – Our 24/7 Virtual Assistant is ready to help
- Click the chat icon on any page
📧 Email – info@stoveglassreplacement.co.uk
- We typically respond within one working day
📱 WhatsApp – https://wa.me/443302294118
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Monitoring Hours: Monday–Friday, 9am–3:30pm.
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You can message us 24/7, but we will respond during the hours above.
📞 Phone – 0330 229 4118
- Available Monday–Friday, 9am–3:30pm
STEP 3: Receive Return Instructions
We'll send you:
• Return authorisation confirmation
• Return address
• Return reference number
• Any specific packing instructions
STEP 4: Pack the Item
For Glass:
• Wrap in bubble wrap or similar protective material
• Place in sturdy box with padding
• Mark box as "FRAGILE - GLASS"
• Include your order number and return reference
For Other Items:
• Original packaging preferred
• Ensure item is secure and protected
• Include order number
STEP 5: Send the Item
You arrange postage (your cost):
• Use a trackable service (recommended)
• Keep proof of postage
• Consider insurance for glass items
• Send to the return address provided
STEP 6: Notify Us
Once posted:
• Send us the tracking number
• Tell us which courier you used
• Expected delivery date
STEP 7: We Process Your Return
Refund Timeline:
• Item arrives back: Day 1
• Inspection: Day 1-5
• Refund processed: Day 5-7
• Funds in your account: Day 3-5 (depends on your bank)
• Total: Typically 7-14 working days from posting
Refund Amount:
You'll receive a refund of:
✓ Full item cost
✗ Original delivery charge (not refunded unless our error)
✗ Return postage cost (your expense)
Return Postage Costs:
Typical costs (your responsibility):
• Small items: £3-£5 (Royal Mail)
• Glass panels: £6-£10 (courier with insurance recommended)
What If Item Is Damaged on Return Journey?
• Use adequate packaging
• Consider insurance
• Keep proof of postage and packaging photos
• We cannot refund items damaged due to insufficient packaging
Questions During Return Process?
Contact us at any stage and we'll help guide you through:
💬 Live Chat – Our 24/7 Virtual Assistant is ready to help
- Click the chat icon on any page
📧 Email – info@stoveglassreplacement.co.uk
- 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
- Available Monday–Friday, 9am–3:30pm