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All Products Manufactured In The UKLast updated: 1 October 2026
1. About Us
1.1 The Glass Warehouse is a trading name of Express Toughening Ltd, a company registered in England and Wales under company number 04097667.
Registered office:
51–55 Fowler Road
Hainault
Ilford
Essex
IG6 3XE
Telephone: 020 8500 1188
Email: info@theglasswarehouse.co.uk
1.2 These Terms & Conditions apply to goods supplied by us through www.theglasswarehouse.co.uk, by telephone, email, quotation, trade account or otherwise.
1.3 Please read these Terms carefully before placing an order. They contain important information relating to bespoke products, measurements, glass tolerances, inspection, delivery, installation and complaints.
1.4 Nothing in these Terms limits or excludes any rights that a Consumer has under applicable law.
2. Definitions
In these Terms:
“Business Customer” means any person, company, partnership, organisation or other entity purchasing goods wholly or mainly for purposes relating to their trade, business, craft or profession.
“Consumer” means an individual purchasing goods wholly or mainly for purposes outside their trade, business, craft or profession.
“Customer” means either a Consumer or Business Customer.
“Bespoke Goods” means goods manufactured, cut, processed, toughened, laminated, painted, drilled, shaped or otherwise made or modified to the Customer’s specifications. This includes, without limitation, glass made to specific dimensions, shapes, templates, drawings, hole positions, cut-outs, corner requirements, edge finishes, colours, coatings or other individually selected manufacturing requirements.
“Goods” means any products supplied by us.
“Order” means the Customer’s order for Goods.
“Contract” means the contract between us and the Customer for the supply of Goods.
3. Basis of Contract
3.1 Product descriptions, quotations and prices are invitations to place an Order and do not themselves constitute acceptance of an Order.
3.2 The Customer is responsible for checking that all details contained in an Order, quotation, drawing or specification are correct before approval or submission.
3.3 A Contract is formed when we accept the Order or otherwise confirm that we have accepted it for production or supply.
3.4 We may contact the Customer where information is unclear, incomplete or appears technically unsuitable. We are not obliged to identify errors in Customer-supplied information.
3.5 If an obvious pricing, description or technical error is identified before manufacture or dispatch, we may contact the Customer to correct the error or cancel the affected item and refund any payment made for it.
3.6 Any amendment to an accepted Order must be agreed by us in writing. Changes cannot be guaranteed once manufacture or processing has commenced.
4. Bespoke and Made-to-Measure Goods
4.1 A large proportion of the Goods supplied by The Glass Warehouse are manufactured specifically to Customer requirements.
4.2 Production of Bespoke Goods may begin shortly after an Order has been accepted.
4.3 Where Goods are made to a Consumer’s specifications or are clearly personalised, the normal statutory right to cancel a distance contract simply because the Consumer has changed their mind does not generally apply.
4.4 This includes, for example, glass manufactured to Customer-selected dimensions, shapes, hole positions, cut-outs or other individual specifications.
4.5 Bespoke Goods cannot normally be cancelled or returned because:
a. they are no longer required;
b. the Customer has changed their mind;
c. the Customer has supplied incorrect measurements or specifications;
d. the Goods do not fit an opening, fitting or application because information supplied or approved by the Customer was incorrect; or
e. circumstances at the installation site have changed.
4.6 This does not affect a Consumer’s statutory rights where Goods are faulty, damaged, not as described or otherwise fail to conform to the Contract.
4.7 A request to cancel or amend Bespoke Goods should be made immediately. Where production has not started we will normally attempt to accommodate the request.
4.8 For Business Customers, where work, materials, manufacture or processing has already commenced, we may charge a reasonable amount reflecting the work and costs already incurred.
5. Measurements, Drawings, Templates and Specifications
5.1 Customer-supplied information
Where dimensions, drawings, templates, CAD files, sketches, hole positions, cut-outs, radii, shapes or other specifications are supplied or approved by the Customer, the Customer is responsible for checking their accuracy and suitability.
5.2 Drawings
Where we produce a drawing or CAD file based upon measurements, sketches or information supplied by the Customer, the Customer must check the drawing carefully before approving it.
Approval confirms that, to the Customer’s knowledge, the dimensions, orientation, holes, cut-outs, shapes and other manufacturing information shown are correct.
5.3 Templates
Templates must accurately represent the required finished glass size and shape, including all required holes and cut-outs, and must be made from suitable rigid material.
5.4 Technical assistance
Unless we have expressly agreed in writing to undertake a site survey, structural design, engineering calculation or measuring service, any technical information or assistance provided by our staff is intended to assist the Customer in selecting or specifying Goods and does not transfer responsibility for site measurements or site-specific design to us.
5.5 Building and structural requirements
The Customer is responsible for ensuring that the proposed product and installation are suitable for the intended location and comply with applicable Building Regulations, structural requirements and other legal or technical requirements, unless we have expressly contracted to undertake that work.
Where structural performance is relevant, advice should be obtained from a suitably qualified person.
5.6 Toughened glass
Customers should be aware that toughened glass cannot normally be cut, drilled or significantly altered after the toughening process has taken place.
6. Manufacturing Tolerances
6.1 Glass manufacturing and processing is subject to dimensional and production tolerances.
6.2 Unless otherwise specifically agreed, or a different applicable product standard requires otherwise, our general manufacturing tolerance is ±2mm for overall glass dimensions, drill-hole positions and cut-out locations.
6.3 Product-specific tolerances or applicable British, European or other recognised technical standards may take precedence where appropriate.
6.4 Goods falling within the applicable manufacturing tolerance will not be considered defective merely because the finished dimensions vary slightly from the nominal dimensions ordered.
6.5 Current manufacturing information is also set out on our Quality Control page.
7. Glass Appearance and Natural Characteristics
7.1 Glass is a manufactured material and its appearance can vary depending upon glass type, thickness, processing, lighting, viewing angle and surrounding conditions.
7.2 Characteristics that may occur depending upon the type of glass include, without limitation:
a. slight colour or tint variations;
b. the natural green tint associated with standard clear glass;
c. minor optical distortion;
d. roller wave or edge lift associated with thermally processed glass;
e. anisotropy or iridescent patterns visible in certain lighting conditions;
f. minor inclusions or bubbles permitted within the applicable product standard;
g. variations associated with laminated interlayers;
h. minor coating characteristics; and
i. manufacturing marks or visual characteristics that fall within the applicable quality standard.
7.3 Low-iron glass can significantly reduce the natural green appearance of standard clear glass but does not make glass completely colourless.
7.4 Illumination, including LED lighting, edge lighting, spotlights or strong artificial lighting, may make minor characteristics significantly more visible than under normal use.
7.5 Unless the intended use has been agreed otherwise before manufacture, visual quality is assessed under normal viewing conditions appropriate to the product and with reference to relevant British/European standards, our Quality Control requirements and recognised glass-industry guidance where applicable.
7.6 Glass should normally be assessed clean and dry, under ordinary daylight conditions and from a normal viewing position rather than by close inspection using torches, spotlights, magnification or unusually oblique lighting, except where the applicable technical standard provides otherwise.
7.7 A visual characteristic that is within the applicable manufacturing or visual quality standard does not constitute a defect merely because it can be detected under exceptional lighting or very close inspection.
7.8 Nothing in this section affects a Consumer’s statutory right to receive Goods of satisfactory quality and as described.
8. Toughened Glass and Breakage
8.1 Toughened glass is a safety glass designed to break into relatively small particles when fractured.
8.2 Glass may break as a result of impact, damaged edges, installation stresses, incompatible fittings, movement, improper handling or storage, thermal stress and other external causes.
8.3 Thermally toughened glass can also, in rare cases, experience spontaneous breakage associated with inclusions within the glass.
8.4 Heat-soak testing is available for appropriate products where specified and ordered. Heat-soak testing materially reduces the risk associated with certain inclusions but cannot guarantee that spontaneous breakage will never occur.
8.5 Heat-soak testing will only be carried out where it forms part of the accepted Order.
8.6 The fact that a pane of toughened glass has broken after delivery does not, by itself, establish that the glass was defective when supplied. Any complaint will be considered using the available evidence and relevant technical standards.
8.7 We are not responsible for breakage caused after delivery by misuse, impact, edge damage, unsuitable handling or storage, incorrect installation, unsuitable or overtightened fittings, modifications, abnormal structural movement or other causes not attributable to a defect in the Goods when supplied.
8.8 This clause does not exclude liability where the Goods were defective or failed to conform to the Contract when supplied.
9. Product Suitability and Installation
9.1 Unless installation is specifically included in our written Order confirmation, our Contract is for the supply of Goods only.
9.2 The Customer is responsible for ensuring that installation is undertaken safely and competently and that the supporting structure, fixings and fittings are suitable for the application.
9.3 Product installation guides and information supplied by us should be followed where applicable.
9.4 Advice given by telephone, email or otherwise does not constitute structural engineering advice unless expressly stated.
9.5 Where Goods are to form part of a balustrade, Juliet balcony, partition, shower enclosure, structural glazing installation or other safety-critical application, responsibility for the overall design and suitability of the installation remains with the person responsible for that design unless we have expressly contracted to provide those services.
10. Delivery
10.1 Delivery times are estimates unless we expressly agree a guaranteed delivery date in writing.
10.2 Glass manufacture can be affected by production issues, material availability, remakes, quality checks, vehicle problems, weather, courier disruption and other events.
10.3 We will make reasonable efforts to meet estimated delivery dates and will notify the Customer where we become aware of a material delay.
10.4 Nothing in these Terms affects any statutory delivery rights available to Consumers.
10.5 Kerbside delivery
Unless agreed otherwise, deliveries are kerbside only.
Our delivery personnel are not required to:
a. carry glass into a property;
b. transport glass through a building;
c. install Goods; or
d. move Goods beyond the safe unloading point.
10.6 Heavy and oversized Goods
Where Goods:
a. exceed 2 metres in length;
b. weigh more than 30kg;
c. comprise toughened laminated glass; or
d. otherwise require assisted unloading,
the Customer must ensure that sufficient able-bodied persons and, where necessary, suitable lifting equipment are available to unload safely.
10.7 Access
The Customer must tell us before delivery about any relevant access restrictions including narrow roads, width or weight restrictions, controlled parking, low bridges or other circumstances affecting delivery.
Where delivery cannot safely or lawfully be completed because adequate access or unloading arrangements have not been provided, a reasonable failed-delivery or re-delivery charge may be payable.
10.8 Customer availability
Someone authorised to receive the Goods must be available where we have notified the Customer that attendance is required.
11. Risk During Delivery
Consumers
11.1 Where the Customer is a Consumer, the Goods remain at our risk until they come into the physical possession of the Consumer or a person identified by the Consumer to receive them, except where the Consumer independently commissions a carrier that we did not offer.
Business Customers
11.2 For Business Customers, risk in the Goods passes on delivery at the agreed delivery location.
11.3 Where a Business Customer independently arranges its own carrier to collect Goods from us, risk passes when the Goods are handed to that carrier.
12. Inspection on Delivery
12.1 Because glass is fragile, Customers are strongly encouraged to inspect deliveries as soon as reasonably practicable.
12.2 Wherever possible, obvious transit damage or shortages should be noted with the driver or courier.
12.3 Customers are requested to notify us of visible transit damage, shortages or incorrect items within 3 working days of delivery so that we can investigate promptly with our transport team or carrier.
12.4 Consumers should be aware that the three-working-day reporting request does not remove or reduce their statutory rights in respect of Goods that are faulty, damaged, not as described or otherwise do not conform to the Contract.
12.5 Business Customers must notify visible transit damage or shortages as soon as reasonably practicable and normally within three working days.
13. IMPORTANT – INSPECTION BEFORE INSTALLATION OR FURTHER PROCESSING
13.1 All Goods should be inspected before installation or further processing.
13.2 This inspection should, where reasonably practicable, include checking:
a. dimensions;
b. glass type and thickness;
c. holes and cut-outs;
d. edge finish;
e. colour, tint or coating;
f. visible scratches or other apparent surface issues;
g. quantity; and
h. whether the Goods correspond with the Order.
13.3 The Customer should carry out this inspection before the Goods are:
a. installed;
b. bonded or siliconed into position;
c. permanently fixed;
d. drilled, cut or altered;
e. covered by frames or trims;
f. coated;
g. painted;
h. fitted with manifestation, vinyl, film or graphics; or
i. otherwise processed or incorporated into other works.
13.4 If an apparent defect, damage or discrepancy is discovered, the Customer should:
a. stop work on the affected item;
b. take clear photographs;
c. retain the Goods and, where reasonably possible, relevant packaging;
d. notify us promptly; and
e. allow us a reasonable opportunity to inspect the Goods and propose an appropriate remedy.
13.5 A Customer should not knowingly continue installing or modifying an item that appears damaged, incorrect or defective without first contacting us.
13.6 Where additional costs could reasonably have been avoided by stopping work and allowing us an opportunity to investigate or rectify an apparent problem, our responsibility for those additional costs may be reduced accordingly, to the extent permitted by law.
13.7 This clause does not remove any Consumer statutory rights or any liability that cannot lawfully be excluded.
14. Complaints and Faulty Goods
14.1 If the Customer believes that Goods are faulty, damaged or do not conform to the Order, they should contact us promptly at:
info@theglasswarehouse.co.uk
020 8500 1188
14.2 To assist us in investigating, we may reasonably request:
a. the Order number;
b. photographs or videos;
c. dimensions or measurements;
d. a description of the issue;
e. photographs showing the entire pane as well as the area complained of;
f. information about storage, handling or installation; and
g. the affected Goods for inspection.
14.3 The Customer must give us a reasonable opportunity to inspect Goods that are the subject of a complaint where inspection is necessary to determine the cause or validity of the complaint.
14.4 Where possible, Goods should be retained until the complaint has been resolved.
15. Consumer Remedies
15.1 If the Customer is a Consumer, nothing in these Terms affects their statutory rights under the Consumer Rights Act 2015 or other applicable consumer law.
15.2 Goods supplied to Consumers must, amongst other requirements imposed by law, be of satisfactory quality, fit for any particular purpose made known to us where the Consumer reasonably relies upon us, and match their description.
15.3 Depending on the circumstances, statutory remedies may include:
a. the short-term right to reject;
b. repair or replacement;
c. a price reduction; or
d. the final right to reject.
15.4 The remedy available will depend upon the nature of the problem, when it is reported and the applicable law.
15.5 Where the law requires us to bear necessary costs associated with a valid repair or replacement remedy, nothing in these Terms prevents that right.
15.6 The Customer should nevertheless give us a reasonable opportunity to investigate and arrange the appropriate remedy before appointing a third party to undertake non-urgent remedial work on our behalf.
16. Labour, Installation and Other Third-Party Costs
16.1 Customers are strongly advised not to book installers, contractors or other irreversible works until the Goods have been received and reasonably inspected.
16.2 We appreciate that project programmes sometimes require contractors to be booked in advance. However, estimated manufacturing or delivery dates should not be treated as guaranteed unless expressly agreed in writing.
16.3 If Goods appear damaged, incorrect or defective, the Customer should contact us before incurring additional removal, installation, manifestation, decoration, fabrication or other remedial costs.
16.4 We are not automatically responsible for third-party charges incurred without our knowledge or without first giving us a reasonable opportunity to investigate and, where appropriate, remedy the issue.
16.5 In particular, where a Customer knowingly proceeds with installation or further work despite an apparent defect or discrepancy, we will not be responsible for costs that could reasonably have been avoided, to the extent permitted by law.
16.6 Nothing in this section excludes any necessary costs for which we are legally responsible under applicable Consumer law.
17. Partial Complaints
17.1 A defect affecting one item does not automatically mean that other conforming items in the same Order are defective.
17.2 Where appropriate and lawful, complaints and remedies will be dealt with in relation to the affected Goods rather than the entire Order.
17.3 Nothing in this section restricts any statutory right a Consumer may have to reject a commercial unit or exercise another remedy where the law permits.
18. Change-of-Mind Returns for Consumers
18.1 This section applies to Consumers purchasing standard, non-bespoke Goods at a distance.
18.2 Subject to the statutory exceptions, a Consumer normally has 14 days after receiving standard Goods in which to notify us that they wish to cancel the Contract without giving a reason.
18.3 The Consumer must then return the Goods within the period required by law.
18.4 Unless the Goods are faulty or we have agreed otherwise, the Consumer is responsible for the direct cost of returning cancelled Goods.
18.5 The Consumer must take reasonable care of the Goods. We may make a deduction from a refund where Goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning and their value has been reduced as a result.
18.6 Where applicable, our refund will include the basic outbound delivery charge but not any additional amount paid for an enhanced delivery method over and above our least expensive generally available delivery option.
18.7 This change-of-mind cancellation right does not normally apply to Bespoke Goods made to the Consumer’s specifications or clearly personalised.
18.8 Faulty Bespoke Goods remain subject to the Consumer’s statutory rights.
19. Business Customer Returns and Remedies
19.1 Business Customers have no automatic right to return correctly supplied Bespoke Goods.
19.2 Returns of standard Goods by Business Customers require our prior authorisation and may be subject to a reasonable restocking or handling charge notified to the Customer.
19.3 Subject to clauses relating to liability and applicable law, where Goods supplied to a Business Customer are shown to be defective at the time risk passed, we may at our option:
a. repair the affected Goods;
b. replace the affected Goods; or
c. refund or credit the price of the affected Goods.
19.4 The Business Customer must provide us with a reasonable opportunity to inspect and remedy a problem before undertaking third-party remedial work, except where immediate action is reasonably necessary for safety or to prevent further loss.
20. Storage and Handling After Delivery
20.1 Glass must be handled carefully and supported appropriately.
20.2 Unless specifically intended for external storage, glass should not be stored outdoors or exposed unnecessarily to weather, standing moisture or contaminants.
20.3 Glass should be stored upright using suitable supports and protection and in accordance with appropriate industry handling practice.
20.4 Damage caused after delivery through unsuitable storage, handling or site conditions is not a manufacturing defect.
21. Collection Orders and Uncollected Goods
21.1 Customers will be notified when collection Orders are ready where appropriate.
21.2 Goods should be collected promptly following that notification.
21.3 If Goods remain uncollected for more than 14 days, we may charge a reasonable storage fee where appropriate, after notifying the Customer.
21.4 If Goods remain uncollected for an extended period despite reasonable attempts to contact the Customer, we may give written notice requiring collection by a specified final date.
21.5 If the Goods are still not collected after that date, we may exercise any rights available to us under applicable law regarding storage, sale or disposal of uncollected Goods.
22. Price and Payment
22.1 The price payable is the price confirmed when the Order is accepted, subject to any subsequently agreed changes.
22.2 VAT will be charged at the applicable rate and will be shown as appropriate.
22.3 Unless credit terms have been agreed, payment is required before manufacture or supply.
22.4 Where a Business Customer has an agreed credit account, payment must be made within the agreed credit period.
22.5 If a Business Customer fails to make payment when due, we may suspend further manufacture or delivery until overdue sums are paid.
22.6 Credit facilities may be reviewed, reduced or withdrawn where reasonable in the circumstances.
23. Retention of Title – Business Customers
23.1 This section applies to Business Customers.
23.2 Ownership of Goods will remain with us until we have received payment in full for those Goods.
23.3 Until ownership passes, the Business Customer must take reasonable care of the Goods and, where practicable, keep them identifiable as Goods supplied by us.
23.4 This clause does not affect the passing of risk under clause 11.
24. Promotions and Discounts
24.1 From time to time we may offer promotional prices or discounts.
24.2 Promotions apply during the advertised period and subject to any specific conditions stated with the promotion.
24.3 Unless otherwise stated, promotions cannot be used in conjunction with another promotion, trade pricing arrangement or discount.
24.4 Promotional codes must be entered at the appropriate stage of checkout where required and cannot normally be applied retrospectively.
24.5 Promotions are subject to availability.
24.6 We may amend or withdraw a promotion before an Order is placed. This does not affect Orders already accepted at the promotional price.
25. Events Outside Our Reasonable Control
25.1 We will not be responsible for delay caused by circumstances outside our reasonable control, including serious transport disruption, extreme weather, fire, flood, industrial action, failure of utilities, machinery breakdown, supply-chain disruption or shortages of specialist materials.
25.2 Where such an event materially delays a Consumer Order, any statutory rights relating to delayed delivery remain unaffected.
26. Liability to Consumers
26.1 Nothing in these Terms limits or excludes liability where it would be unlawful to do so.
26.2 In particular, nothing excludes liability for:
a. death or personal injury caused by our negligence;
b. fraud or fraudulent misrepresentation; or
c. any statutory Consumer rights that cannot legally be excluded or restricted.
26.3 If we fail to comply with the Contract, we are responsible for loss or damage suffered by a Consumer that is a foreseeable result of our breach or negligence, subject to applicable law.
26.4 We supply Consumer Goods for domestic and private use. Where a Consumer nevertheless uses Goods primarily for commercial or business purposes, we are not responsible for business losses such as lost profit, lost revenue or business interruption to the extent permitted by law.
27. Liability to Business Customers
27.1 This section applies only to Business Customers.
27.2 Nothing in these Terms excludes or limits liability for:
a. death or personal injury caused by negligence;
b. fraud or fraudulent misrepresentation; or
c. any other liability that cannot lawfully be excluded.
27.3 Subject to clause 27.2, we will not be liable to a Business Customer for:
a. loss of profit;
b. loss of revenue;
c. loss of anticipated savings;
d. loss of business;
e. loss of contracts;
f. loss of goodwill; or
g. indirect or consequential loss.
27.4 Subject to clause 27.2, our total aggregate liability arising from an Order shall, to the fullest extent permitted by law, not exceed the total price paid or payable to us for the affected Order.
27.5 The limitations in this section apply only to the extent that they are reasonable and enforceable under applicable law.
28. Resale and Supply to Third Parties
28.1 Business Customers who resell or install our Goods are responsible for passing on relevant product, safety, storage, handling and installation information to their own customer or installer where appropriate.
28.2 Our contractual relationship is with the Customer identified on our Order and invoice unless expressly agreed otherwise.
29. Information on Our Website
29.1 We take reasonable care to keep product information accurate.
29.2 Images are illustrative and colours, tints, reflections and finishes displayed on a screen may not exactly reproduce the appearance of the physical Goods.
29.3 Technical information may be updated from time to time as products, standards or manufacturing processes change.
29.4 Where there is a conflict between these Terms and a specific written quotation or Order confirmation agreed by us, the specific written quotation or Order confirmation will take precedence in relation to that particular matter.
29.5 Our current Quality Control and Shipping & Returns information should be read alongside these Terms.
30. Changes to These Terms
30.1 We may update these Terms from time to time.
30.2 The Terms applicable to an Order are those in force when the Contract is formed unless the Customer and we expressly agree otherwise.
31. Severability
31.1 If any part of these Terms is found by a court or other competent authority to be unlawful or unenforceable, the remaining provisions will continue to apply.
32. Waiver
32.1 If we do not immediately enforce a right under these Terms, this does not mean that we have waived that right.
33. Third-Party Rights
33.1 Except where expressly stated otherwise, a person who is not a party to the Contract has no right to enforce its terms.
34. Governing Law and Courts
Consumers
34.1 These Terms are governed by English law, but Consumers retain any mandatory protections provided by the law applicable to them.
34.2 Consumers may bring proceedings in any court that has jurisdiction under applicable Consumer law.
Business Customers
34.3 Contracts with Business Customers are governed by the law of England and Wales.
34.4 The courts of England and Wales shall have exclusive jurisdiction in relation to disputes with Business Customers.
35. Contacting Us
If you have any questions about an Order, delivery or these Terms, please contact:
The Glass Warehouse / Express Toughening Ltd
51–55 Fowler Road
Hainault
Ilford
Essex
IG6 3XE
Telephone: 020 8500 1188
Email: info@theglasswarehouse.co.uk