Terms and Conditions

TERMS AND CONDITIONS of bespoke glass splashbacks ltd

• Terms of Use
• Privacy & Security
• Product
• Ordering & Cancellations
• Site Survey & Lead Times
• Delivery
• Site Preparations & Installation
• Installation
• Manufacturing
• Completion of Order
• Inspections
• Title & Risk
• Colour
• Printing Quality & Colours
• Amendments
• Non Delivery & Defects
• Payment, Pricing & Promotions
• Returns & Refunds Policy
• Guarantee
• Product Care
• General
• Warranties
• Toughened Mirros
• Limitation of Liability
• Distance Selling Regulations

Terms of Use

If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use. Should you disagree with any part of these terms and conditions, please do not use our website:

The use of this website is subject to the following terms of use:

The content of the pages of this website is for your general information and use only. It is subject to change without notice. Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law. Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements. This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions. Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence. From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

Privacy & Security

Your personal details will not be passed on or sold to any other company in accordance with the Data Protection Act. We may from time to time contact existing customers to inform them of a new offer or service, if you do not wish to receive these emails you may opt out at any time. We do not store credit /debit card details nor do we share customer details with any 3rd parties.

Product

The Company agrees to supply (and, where applicable, install), and the Customer agrees to purchase the product(s) set out in our Terms and Conditions.

The Company reserves the right to slightly change the Products to a similar product in the event that the original Product is unavailable. The Company shall use its reasonable endeavours to inform you of any such substitutions. 

Ordering & Cancellations

Once you have placed your order we will check over your order details and send you through a confirmation from Bespoke Glass Splashbacks Ltd. Orders requiring additional delivery payments or that have been priced incorrectly will be highlighted to you at this time and you will have the option to continue with the additional payment or cancel your order. Please check your email regularly as we will email through any issues that may arise. Quotations are subject to change following a site survey.

We do not accept returns of any product that has been incorrectly fitted with the wrong adhesive, it must only be applied with supplied low modular adhesive (if purchased from us) to prevent damage to the splashback print.

We cannot accept returns based up customer change of mind, customer supplied wrong sizes or above incorrect application. Please report any noticeable problems to us immediately by email to info@bespokeglasssplashbacks.net

We reserve the right to replace/rectify any fault or issue at our discretion within a reasonable time frame, as agreed with the customer and Bespoke Glass Splashbacks Ltd.

Deposits are non refundable due to materials are made to order, we do not keep any glass in stock.

Site survey & Lead times

The Company will undertake a survey of the site at which the Customer wishes to have the Products installed (“the Site Survey”). Unless otherwise agreed in writing with the Customer, the Company’s lead-time for the delivery of the Products shall be a minimum of fifteen (15) working days from the date that the successful Site Survey is completed. This may vary during high demand business periods.

The Company will use its reasonable endeavours to carry out a Site Survey within seven (7) days of the date it receives an enquiry. If the Customer does not have an account with the Company the seven (7) days will commence from the date of receipt of the Customer’s deposit. By making a payment you agree to our terms & conditions.

By instructing a survey the client agrees to pay a non-refundable, but deductible amount of £200+VAT from the order of the estimated or quoted price prior to survey.

The Consumer Contracts Regulations 2014 states “the supply of goods that are made to the consumer’s specifications or are clearly personalised” and should be excluded from the Regulations. Consumer’s have the right to a full refund or exchange within 14 days from the sale date only if the product was not from a bespoke nature and is a product held in stock by Bespoke Glass Splashbacks Ltd. Due to the bespoke nature of our Services & Products, once the Customer has placed the order it may not be cancelled if the product is custom made to your needs. In the event of cancellation, the Company will retain the Customer’s deposit. Deposit payments are due on when placing their order. Any cancelled order for Products that have already been manufactured by the Company must be paid for in full.

Delivery

The Company will use its reasonable endeavours to deliver the Product on the Delivery Date and undertake to notify the Customer within a reasonable time in the event that the Delivery Date cannot be met. For the avoidance of doubt, time shall not be of the essence of delivery.

The Company excludes any and all liability (to the extent permitted by law) for any costs or damages of any kind (including direct, indirect and consequential losses) arising out of late delivery of the Product. The Company shall not be responsible for delays or late delivery caused by circumstances beyond reasonable control.

The Customer must give the Company at least five (5) working days written notice before the Delivery Date in the event that the Customer wishes to delay delivery of the Product.

In the event that the Customer wishes to delay delivery by more than five (5) working days, the full balance of the value of the Order will become immediately payable. The Company agrees to store such delayed Products, at the Customer’s risk, for up to one (1) calendar month from the original Delivery Date. The Company reserves the right to charge storage fees at a daily rate, until such time as the Products are delivered to the Customer.

The delivery charge as specified in the order will be payable by the Customer: (a) if the Company is not installing the Product; or (b) on all installations outside an four (4) mile distance of the Company’s premises.

Site Preparation & Installation

The Customer is solely responsible for ensuring that the site is suitably prepared for installation. In the event that damp or dry rot is detected during the Site Survey the Company recommends that the condition be treated well in advance of the agreed date for delivery and installation of the Product.

Electrical and telephone points, utensil racks, appliances, cabinetry and all fixtures must be fitted or marked before the Site Survey, as changes cannot be made to the Product once it is cut and toughened. Walls and worktops must be reasonably levelled as creation of gaps may occur. Company takes no responsibility for any unprepared surfaces resulting in an unsatisfactory finish. Painter’s caulk is applied to the outer perimeter of the Product for sealing and waterproofing purposes. Seals may vary depending on joinery, walls and worktops being level or plumb.

Any site preparation that is not adhered to as above on the day of survey or fitting, will be charged at the current day rate for that date.
Up to 3mm tolerances are possible on all sizes due to the nature of glass production. Protrusion tolerance of up to 1.5mm is acceptable due to uneven surface level of walls.

If the Company is not installing the Product, silicone should be purchased from the Company and installation should be carried out using recommended products.

The Company shall not be responsible for any issues relating to the size or fit of the Product if (a) the Products are ordered without the benefit of a Site Survey by the Company’s qualified installers or (b) the Products are installed by unqualified installers.

Manufacturing of glass splashbacks.

Full glass kitchen splashback’s take in-between 14-21 (2 – 3 weeks) working days depending on what is involved in the job. In some instances this can be longer (up to 9 weeks on some instances that’s totally out of our control) This maybe due to a glass shortage, machines breakdown, recently the COVID epidemic. But please be advised we do our upmost to keep things running as smoothly as possible.

No money will be discounted due to these circumstance’s – Neither will deposits be refunded due to change of mind due to waiting times. We reserve the right to keep deposits if job is cancelled due to no fault of our own with the time frames explained above.

Manufacture of glass single glass splashbacks that are ordered, can take up to 14 – 21 days prior to delivery. We cannot be held responsible for delays in delivery service as this is beyond our control, especially seasonal deliveries such as the Christmas period.

You may change your order specifications any time by written email up until payment has been received. Once payment has been received it may not be possible to change your order because the manufacturing process has likely begun. It is your responsibility to ensure your measurements and chosen design is suitable before providing payment, as once payment has been made and the individual manufacture of your splashback has begun we cannot change this without additional charge.

Due to machining process of polishing glass edges please allow a tolerance of up to +4mm & -4mm each way, we do try our upmost to keep within these tolerances.

Our paint has a cure time of 100hrs from date of application, disallowing paint to gas off and cure as per our specialists coating supplier.
Due to digital print process it may not always be possible to re-create exact colours as previously supplied, this is beyond our natural control however we endeavour to keep colours uniform.

Completion of Order

The Customer’s order will be deemed completed when all Products set out on the Order Form have been installed, or, if the Customer does not require installation, on delivery. Any Product found to be faulty after installation will be rectified under the guarantee condition (“the Guarantee”). For the avoidance of doubt, faulty Product will not constitute incomplete installation.
Inspections

All inspections shall be made before collection or immediately after delivery if delivered by Bespoke Glass Splashbacks Ltd. All goods are considered accepted, on collection or immediately after delivery. Any quality and quantity issues should be discussed before goods have left Bespoke Glass Splashbacks Ltd. premises or vehicles.

Bespoke Glass Splashbacks Ltd. shall ensure reasonable inspection conditions (as described below) if goods are collected and client shall ensure presence of authorised person and reasonable inspection conditions if goods are delivered.

All inspections shall be made by a person with normal eyesight (corrected if necessary) under normal room-brightness.
For general applications quality inspection is routinely carried out by visual observation, that is looking at the surface in the plane of the sheet at normal incidence (i.e. at 90 degrees to the surface). The material shall be viewed from a distance of not less than 3m away if material is toughened or laminated glass; where it is not possible to stand at the right distance, stand as far away as possible from the surface.

Inspection of the internal applications products should be carried out under normal diffuse background lighting conditions, with illumination as usual and appropriate for the specific room (e.g. no spot lights), viewed at a right angle to the surface.

Inspection of external applications products should take place in natural daylight but not directly towards the sun and with no visible moisture on the surface of the product.

The use of strong lamps and/or magnifying devices is not allowed. It is not permissible to find defects at close range and then mark them so as to be visible from the given viewing distance.

All checks must be carried out before any bonding to a substrate or structure or rendering, plastering and/or other works adjacent to the installation or modifications not carried out by Bespoke Glass Splashbacks Ltd

We are putting our best effort to make sure all our products are fit for purpose. However, Bespoke Glass Splashbacks Ltd is not an architectural or structural engineering practice so please consult your Architect or Structural Engineer to make sure the specifications and design satisfies building regulations and your requirements for particular intended use. Regardless we are happy to offer friendly advice based on our experience and all available references to relevant regulation documents.

Title & Risk

Notwithstanding the earlier passing of risk, title in the Product shall remain with the Company and shall not pass to the Customer until all amounts due by the Customer (including any applicable interest and costs) have been paid in full. Until title passes, the Customer shall hold the goods as bailee for the Company. The Company may at any time before title passes and without any liability to the Customer repossess and dismantle and use or sell all or any of the Product and by doing so terminate the Customers right to use, sell or otherwise deal in them, and, for that purpose (or determining what if any Product are held by the Customer on inspecting them) enter any premises of or occupied by the Customer. Unless otherwise set out in these Terms, risk passes onto the Customer once the goods are installed, delivered or collected (as the case may be).

Colour

Colour is to be chosen from the Company’s standard range, from the Dulux™, RAL, British Standard paint mixing range, colour match, pattern or exclusive collection at extra cost. Due to the variation in the manufacture of glass the colours as shown on the colour chart or sample cannot be guaranteed. Coloured Glass Splashbacks

All our coloured glass splashbacks are made by back painting coloured glass so (as with tiles) our colours are made in batches. If you intend to place a repeat order you should be aware that there may be a slight colour difference, for this reason we cannot guarantee that the colour will be the same.

Please note that the colours displayed on our colour charts, website are only to be used as a guide. We do not use Dulux or Farrow and Ball paint etc as this paint is not suitable for glass. We mix our own paint as close as we can get to their formula, we cannot guarantee that our paint will match other paint manufacturers, the colour represented on an individual's computer screen or that we can reproduce a colour to a higher than 97% level of accuracy.

For our metallics splashbacks we use the Ral metallics range. If unsure of the colour we do advise ordering a Ral chart to check before ordering.

Please note that as tablets and computer screens can vary and are backlit the images may appear slightly different in colour or brightness.

Printing Quality & Colour

Please keep in mind that colours on different screens and different materials will look different, we will do our best to achieve the most close match possible, however this cannot be guaranteed. Rendering of colours depends on quality and quantity of light such as frequency and tone of light as well as natural shadows – deprivation of light.

If your are very particular about certain colours please request sample on the material of your choice. Charges may be applied, subject to job size.

Samples provide rather close, but not 100% indication of the finished product as colour depends on multiple factors some of which are outside our control. (like temperature, different ink batches, humidity, atmospheric pressure etc). Samples provided to a Customer are for illustrative purposes only. We cannot guarantee an exact replication for any item supplied, we offer a ‘good match’. You should be aware that in situ natural light can affect material colour perception, especially with large expanses of material particularly in the lighter finishes and this can in some circumstances accentuate the inherent colour of the base material.

Large percentage of our jobs is matching clients samples and interior details. Colour matching to the samples is chargeable service and even thought we are usually rather precise, 100% match can not be guaranteed.

Our usual precision on continuous images printed over several pieces of material is 1-2 mm, however up to 5 mm mismatch won’t be considered as defect.

Printing imperfections such as lines, dusting, white dots, minor scratches aren’t considered as defects if not visible from normal viewing distance as described in ‘inspections’ section.

Slight colour variations on every new ink batch are possible, so please try to keep jobs, where colour shades are particularly important in one order or at least make us aware that similar colour job is possible in future so that we record the settings and other parameters to ensure best possible consistency.

For consistency of material appearance throughout a project any initial order must include the total sqm and description for the whole project to enable the Company to order sufficient material from a single batch. Where replacement or additional material is required subsequent to the original project having been manufactured the client acknowledges that some visual variation may be apparent by reason of industry deviations

The print file scale tolerance is up to 11.3% as we might need to stretch/shrink the image to fit the substrate.

The Company will use its reasonable endeavours to match as closely as possible the finished Product with the colour chart, however the Customer is advised that it is difficult to match a printed colour chart with the Company’s paint.

Certain glass types other than Opticlear (low iron) have a higher content of iron in them, which causes a green effect that changes the final colour of the colour coat. Please refer to the coloured glass samples for a more accurate indication. The colours on samples are slightly lighter than the finished product as samples allow more light through the edge of the glass thus making the colour lighter.
Our printed glass splashbacks may not appear exactly as represented in our image previews due to differences in aspect ratio. For example, the majority of our printed image previews are square shaped but the size you ordered could be taller than it is wide (portrait) or wider than it is tall (landscape). In these circumstances we reserve the right to decide which way is best to size the artwork for your glass splashback, we will usually email you through a proof of print but at busy periods we will print as a best fit. If you require a print proof please email us through.

For those supplying their own image for the glass, we can not guarantee the quality of the image file once printed. 
Please note that as tablets and computer screens can vary and are backlit the images may appear slightly different in colour or brightness. The image approved by yourself will be exactly the image printed onto your panel.

Amendments

Please note any cost increases necessitated by the Site Survey are the sole responsibility of, and shall be payable by the Customer. Any amendments in respect of changes requested after the final measure and survey are also payable in full by the Customer. Any changes relating to changed position of sockets, taps, phone sockets, light switches or other fixtures are at the expense of the Customer.

Non-delivery & Defects

Any claim for non-delivery of any Product must be notified in writing by the Customer to the Company within ten (10) days of the date of the Delivery Date. Any claim that any Product has been delivered damaged, and not of the correct quantity or does not comply with their description must be notified in writing by the Customer to the Company within seven (7) days of the Delivery Date.

Any alleged defect must be notified in writing by the Customer to the Company within twelve (12) months of the installation of the Product. The Company accepts no responsibility for any damage or shortages to glass on a supply only basis once we have a signed delivery note. It is the Customer’s responsibility to check panels on receipt and sign them off. Allowing a third party to take delivery is at the Customer’s own risk.

Any claim under this Clause must be in writing and must contain full details of the claim including a full description of any allegedly defective Product. The Customer shall afford the Company a reasonable opportunity and facilities to investigate any claims made under this Clause , and the Customer shall if applicable, and if so requested in writing by the Company, properly return any Product subject to the claim and any packing materials securely packed and carriage paid to the Company for examination. The Company reserves the right to refuse any claim in respect of which the Customer has not complied with the claims procedure set out in this Clause.

If the Customer establishes that any Product have not been delivered, have been delivered damaged, are not of the correct quantity, or do not comply with their description the Company shall, at its option, replace with similar goods any Product which are missing, lost or damaged or do not comply with their description, allow the Customer credit for their invoice value or repair any damaged Product.

If the Customer establishes that any Product are defective the Company shall, as its option, replace with similar goods or repair any defective Product, allow the Customer credit for their invoice value or to the extent that the goods are not of the Company’s manufacture, assign to the Customer (so far as the Company is able to do so) any warranties given by the manufacturer of the goods to the Company.

The delivery of any repaired or replacement Product shall be at the Customer’s site or other delivery point specified for the original Product.

The right to a replacement Product, repair of the Product or a refund as set out in this Clause shall be the Customer’s sole and exclusive remedy.

Returns & Refunds Policy

Please check for any visible signs of damage to your order. Any items damaged in transit should be noted at time of delivery, and if possible delivery should be refused and returned to us. Please contact us as soon as possible to let us know.

If the order has arrived broken, we do not refund the order but will have a replacement with you as soon as possible.

For faults that are not apparent until after opening, you must let us know within 24 hours of receiving the item this can be done by email or phone. We may need you to email us photographic evidence of the fault. We will then decide how best to rectify the fault, where possible we reserve the right to replace the order or repair any defects rather than remaking that particular piece of glass or issuing any form of compensation. When assessing surface faults the panel is to be observed from a distance of 1.5 metres under normal daylight conditions. Angle of observation is to be 90 degrees to the glass surface. i.e. normal incidence. Only marks visible from this distance will be considered. Only marks that are greater than 2mm in length will be considered a defect.

If there is damage to the splashback we will ask you to email us through a picture of the issue.  This helps us assess the issue so we can resolve as soon as possible.

Where you have asked us to leave your order in a safe place at your premises or with a friend or neighbour you do so at your own risk.

If the glass is fitted we are unable to consider any claims of damage.

As all our glass splashbacks are made bespoke to your order requirements we do not offer a refund if the order is correct but there has been a change of mind. Unfortunately, we cannot offer a return service for custom made items.

Guarantees

The Company will use its reasonable endeavours to repair or replace free of charge, any coating which is found to be delaminating or discoloured within a period of time from the Delivery Date. This Guarantee is subject to full payment for all Product, charges, fees, and reasonable written notice by the Customer of such a fault to the Company. The Customer must maintain and clean the Product(s) in a proper manner. This excludes wilful damage and normal wear and tear.

This guarantee only applies to (a) the Customer noted on the Order Form and is not transferable and (b) Products installed by the Company’s approved and trained installers.

The guarantee does not cover any defects caused by mistreatment of the glass caused by cleaning agents either chemical or abrasive.The Company will not be responsible for any claims in respect of measuring errors when the Company’s site surveyor has not taken the measurements. The Company will not be held responsible for breakages or damage caused during transit where the Company is not paying for the cost of freight. Where the Company does not supply glass, any imperfections or damage during handling are not the responsibility of the Company.

Product Care

It is the responsibility of the Customer to follow manufacturer’s instructions and to treat the Products with due care and attention, as no responsibility can be accepted by the Company for damage caused by incorrect use or cleaning with products that contain bleach or other corrosive agents. Glass should be cleaned with glass cleaning products or disinfectant.

Care must be taken when handling Glass Cladding products such as Tiles or Splashbacks before and during installation. Glass Splashbacks are made from toughened (also known as tempered) glass, which is a type of safety glass according BS EN 12150.

Toughened glass should receive the same care as annealed (ordinary) glass. Careless handling and improper installation sometimes causes edge damage, and delayed breakage can occur when edge-damaged tempered glass is subjected to mechanical stress, as in installation. Further, if cut, knocked or dropped, this material will produce instantaneous total fragmentation. DO NOT under any circumstances attempt to cut or drill a Splashback as it will shatter.

All Glass tiles including Splashbacks must be installed a minimum of 5cm (11/8”) from any direct and visible heat source. This will include any hot water pipework concealed within walls and any radiant heat sources such as hobs, heated towel rails or radiators. Maximum withstand temperatures is no higher than 400ºC for our back-painted glass.

Splashbacks are only suitable for internal walls. They are not suitable for use as worktops.

General

These Terms shall be governed by laws of England and Wales and the parties hereby submit to the exclusive jurisdiction of the English courts.

The parties agree that as soon as a deposit has been made the customer is agreeing to the Terms and Conditions and constitute the entire agreement and understanding between the parties. These Terms and Conditions supersede all understandings, representations and agreements made between the parties. However neither party seeks to exclude or limit liability for any fraudulent misrepresentations.

The waiving (which must be in writing and signed by an authorised representative of the relevant party) on a particular occasion by either party of rights under these Terms does not imply that other rights will be waived. If a party has a right arising from the other party’s failure to comply with an obligation under these Terms and delays in exercising or does not exercise that right, such delay in exercising or failure to exercise is not a waiver of that right or any other right.

Each clause of these Terms is a separate term and is intended to stand alone. Should any provision of these Terms be held to be invalid or unenforceable, such provision shall be severed from the remainder of these Terms which will continue to be valid and enforceable to the fullest extent permitted by law.

Warranties

Glass splashbacks are made using 6mm, low iron, toughened glass. The glass is highly durable and impact resistant on flat surfaces. Our glass is produced in accordance with BS EN 12150.

Guarantees:
2 years guarantee direct with glass supplier against manufacturing defect of the glass material
Up to 5 years guarantee against discolouration of the paint direct with the paint supplier

Cleaning Advice:
Our glass splashbacks can be treated with ordinary mirror or window cleaning products
We advise that you do not clean the glass with abrasive materials
The glass should be cleaned on a regular basis
Avoid using abrasive pastes or polishing materials
The glass will not be harmed by descaling chemicals
If there is any damage caused to the silicon seals, this should be repaired as soon as possible. Exposed edges must be treated with care.

TOUGHENED MIRRORS

All manufacturing processes are the same as glass splashbacks, however, our new spraying technology allows us to mirror toughened glass and allows them to be used in areas subject to heat such as behind cooktops.

Due to the material nature and toughening process of mild distortions, reduced clarity compared to standard silver non-toughened mirrors of up to 10% is acceptable as well as hairline scratches up to 25cm in length may occur.

Obtrusiveness of blemishes shall be judged by looking through the glass, not at it, when standing at right angles to it on the room side at a distance of not less than 3 metres in natural daylight and not in direct sunlight.The area to be viewed is the normal vision area with the exception of a 50mm wide band around the perimeter of the glass.

Industry Standards: Surface faults e.g. scars, scratches or spots Toughened safety glass shall be deemed acceptable if the following phenomena are neither obtrusive nor bunched, hairlines, clusters or blobs, fine scratches not more than 25mm long, imbedded particles. 

LIMITATION OF LIABILITY

Under no circumstances shall the Company have any liability of any kind for: 

any defects resulting from wear and tear, accident, improper use by Customer or use by the Customer except in accordance with the instructions or advice of the Company;

any Product that have been adjusted modified or repaired except by the Company; 

the suitability of the Product for any particular purpose or use under specific conditions whether or not the purpose or conditions were known or communicated to the Company;

any substitution by the Customer of any materials or components not forming part of any specification of the Product unless agreed in writing by the Company; 

any descriptions, illustrations, specifications, figures as to performance, drawings and particulars of weights and dimensions are contained in the Company’s catalogues, price lists or elsewhere since they are merely intended to represent a general idea of the Products and are not to form part of these Terms or be treated as representations; 

any technical information, recommendations, statements or advice furnished by Company its servants or agents not given in writing in response to a specific written request from the Customer prior to the acceptance of the Order; or

any variations in the quantities or dimensions of any Product or changes of their specifications or substitution of any materials or components, if the variation or substitution does not materially affect the characteristics of the subject matter, and the substituted materials or components are of a quality equal or superior to those originally specified.

The Company shall have no liability to the Customer for any loss or damage of any nature arising from any breach of any express or implied warranty or condition of these Terms or any negligence, breach of statutory or other duty on the part of the Company or in any other way out of or in connection with the performance or purported performance of or failure to perform under these Terms except: 
for death or personal injury resulting from the Company’s negligence; or 

as expressly stated in these conditions.

In no circumstances shall the liability of the Company to the Customer under these Terms exceed the invoice value of the Product.

Please note that our coloured and printed glass splashbacks should be adhered with our recommended neutral cure silicone sealant. Other sealants may cause a reaction with the print/paint. Any fault arising with your coloured or printed splashback once on the wall will not be considered if you have not purchased and used the recommended adhesive from our site.

Minimum staffing levels will be maintained to cover the office and to answer any questions you may have regarding your order.  It may be best to contact us either by email at info@bespokeglasssplashbacks.net  as the phones may not be monitored at all times.

With this product type there are various stages of production that a panel goes through and it takes a number of departments and individual handling to get each panel through production. We rely on glass, ink, paint etc.. coming in from the EU,  we rely on our staff being healthy to handle the orders, and lastly we also rely on the courier service to deliver the products to you in good condition. We are committed to try and avoid delays as much as possible.  

However, with the current economic climate and the corona virus forcing closures and delays, our service may be affected in the coming months, it is difficult to gauge by how much at present.

Please note we are doing all we can to get orders out as quickly as possible, but we are asking for understanding that there may be factors that slow the manufacturing process at times. With the Covid 19 situation we are facing reduced staff at certain times and also delays in materials at certain times. We will of course do our best to keep you informed if this happens.

Once you have received this confirmation then your order has gone into production.

Please note as this is a bespoke item there is no option to cancel the order with a full refund once production has commenced. If you wish to cancel the order you will need to inform us by email confirmation. 

There is a cancellation fee of 50% on the order cost, (minus accessories and delivery charges).

You should be aware that with all toughened glass products, there is a 2mm tolerance. This is due to the toughening process itself where the glass is taken to melting point before being rapidly cooled meaning the size can change a little. If you have carefully followed our measuring instructions this should not be an issue but should your glass not fit due to this reason we cannot be held accountable.

Cut-outs for electrical sockets or internal cut outs for anything else should generally be at least 50mm from the edge of the panel and 20mm from each other. Please also be aware that all internal corners will have a 6mm radius. With toughened glass we can not produce a tight right angle, all internal corners will have a radius.

If sockets are placed side by side, the boxes must be placed so that the socket covers sit tightly against one another as the face plates sit on top of the glass. Please also ensure your electrician leaves plenty of wire so the sockets can be fed through the glass.

Although the glass may be low iron, there is always an amount of iron in the glass and this can also slightly effect colours coming through the splashback.

The toughened glass is very robust and heat resistant - but the edges are still fragile. Please take care when handling that the edges do not get hit as this may cause the glass to shatter. With it being safety glass the shatter will be small cubes that will do no serious harm (thus the word safety) but may cause alarm as it will explode with a bang.

The glass does not carry underlying fractures - the only reason for it to fracture is immediate impact on the sides or corners.

Important note;

As there as so many viewing devices to view our products such as Mobile phones, tablets and computers each with their own colour settings, please be aware there may be a colour/visual difference to the finished product, Please view all splashbacks on our site as a visual example only. We make every endeavour to colour match to customer requirements.

Distance Selling Regulations

As this is a bespoke product that is made to consumers own specification and measurements your order may not be cancelled once payment has been received.

Where possible we reserve the right to issue a cancellation or refund if the order has yet to make it to the manufacturing stage.
Installation service.

Bespoke Glass Splashbacks Ltd will not be held responsible for any damage to plug sockets or electrical problems after the splashbacks are installed. We are not qualified electricians. We will remove extractor fans and side panels on you request, we will not be held responsible for any damage caused. It is up to you (the customer) to remove these items. Due to the nature of glass, glass can break accidentally when being installed. Inaccurate measurements on our behalf will be corrected within 1 – 2 weeks. We will not issue any part refund, neither will any moneys be compensated.

Samples

Every order we receive for full kitchen glass splash backs we will send out a 100mm x 100mm glass sample in the requested colour for free.

We will provide additional sample on request at a charge of £25 per sample.

The production of the glass will be started prior to the confirmation of proof and sizes may not be altered. 

SITE SURVEY and LEAD TIME

The Company will undertake a survey of the site at which the Customer wishes to have the Products installed (“the Site Survey”). Unless otherwise agreed in writing with the Customer, the Company’s lead-time for the delivery of the Products shall be a minimum of fifteen (15) working days from the date that the successful Site Survey is completed. This may vary during high demand business periods.

The Company will use its reasonable endeavours to carry out a Site Survey within seven (7) days of the date it receives a completed and signed Order from the Customer. If the Customer does not have an account with the Company the seven (7) days will commence from the date of receipt of the Customer’s deposit. By making a payment you agree to our terms & conditions.

By instructing a survey the client agrees to pay a non-refundable, but deductible amount of £200+VAT from the order of the estimated or quoted price prior to survey.

The Consumer Contracts Regulations 2014 states “the supply of goods that are made to the consumer’s specifications or are clearly personalised” and should be excluded from the Regulations. Consumer’s have the right to a full refund or exchange within 14 days from the sale date only if the product was not from a bespoke nature and is a product held in stock by Bespoke glass Splashbacks Ltd. Due to the bespoke nature of our Services & Products, once the Customer has placed the order it may not be cancelled if the product is custom made to your needs. In the event of cancellation, the Company will retain the Customer’s deposit. Deposit payments are due on or before the day of survey, any delays will incur a charge of £70+VAT. Any cancelled order for Products that have already been manufactured by the Company must be paid for in full.

Payment, Pricing & Promotions

The total cost of your order including delivery will be detailed in your invoice.. Payment can be made securely by email or phone. We also can accept payment via bacs, please contact us for those details directly.

Bespoke sizes ESTIMATED delivery:

Clear Glass approx 2-4 weeks

Coloured Glass approx 2-4 weeks

Mirror glass approx 2-4 weeks

Printed Glass  approx 4-6 weeks

Any shaped glass takes an extra 7 days on the above time frames, this is an estimated manufacturing time frame NOT a guarantee.

We'll do our very best to keep you informed, and ​dispatch your order as quickly as we can. Please note that, due to the bespoke nature of the product, on occasion there can be a delay arising from a quality issue or other unforeseen circumstances.

We are unable to consider any claims of compensation for any such delays. If this happens we will do our best to keep the delay to a minimum.

**Please note that if delivery is missed we will not be liable for any damage or breakage caused to the parcel by the courier. It is therefore in your best interest to make sure that someone can receive delivery - the panels are toughened glass but are still easily damaged.
**Also note that once the parcel leaves ourselves you will be responsible for taking delivery of the parcel.

PAYMENT TERMS

Should Company Only Supply the product a Full Payment with order is required. Once the payment is received in cleared funds proceeding of the order will commence. All glass will be charged at a minimum of 0.25 square meters. There is an extra handling charge for each panel of 2.5 meter long.

Should Company Supply the Product and/or Service to our customer, a non-refundable, but deductible amount of £200+VAT from the order, or the estimate, or quotation, or pro-forma invoiced price in cleared funds is required before proceeding the order. The Site Survey will commence from the date of receipt of the Customer’s deposit. Final Invoice is based on Site Survey and maybe subject to change.

When all Products set out on the Quotation and or Invoice Form have been manufactured, the Company will contact the Customer and arrange further balance payment before commencing installation (unless alternative arrangements have been agreed prior to accepting the order).

Unless otherwise agreed with the Customer in writing, payment shall be due immediately from the date the Company submits an invoice to the Customer. In the event of late payment, the Company reserves the right to:

Cancel the contract and issue new contract

Charge the Customer interest at the rate equivalent to that set for the purpose of Section 6 of the Late Payment of Commercial Debts (Interest) Act 1998:

Calculated (on a daily basis) from the date of our invoice until payment;

Compounded on the first day of each calendar month; and

Before and after any judgment (unless a court orders otherwise).Failure to complete payment may result in loss of deposit, payment of all costs of materials and non-delivery of the Product;

Suspend or cancel future deliveries or outstanding work;

Cancel any discount offered to the Customer.

If the Customer has an approved business credit account the Company reserves the right to withdraw it or reduce your credit limit or bring forward your due date for payment.

The Customer does not have the right to set off any money they may claim from the Company against anything that the customer may owe the Company.

While the Customer owes money to the Company, the Company has a right to keep any property the Company may hold of the Customers until payment has been received in full (a lien).

If the Customer breaches any of the Customer obligation under these terms, they are to indemnify the Company in full against all direct or indirect expenses and liabilities incurred including legal costs and other related costs on a full indemnity basis.

The Customer should note that until the Company receives full payment the Guarantee offered by the Company to the Customer will not come into effect.

The Company may take any of the actions in this clause at any time without notice.

Upon confirmed and successful company credit check we will be able to offer you 30 days payment credit facilities. Payment terms are as follows:

If you require supply only:

Upon confirmed order you will be issued with pro-forma invoice based on your information provided.

Upon signed off and confirmed delivery or collection you will be issued with a final invoice and you will be required to make a full payment within the next 30 days

you require full service – Measure, Supply and Fit:

An estimate will be provided based on information provided

Upon confirmed order we will arrange for site survey

Following site survey you will be issued with updated pro-forma invoice based on site survey report

Upon signed off and completed project you will be issued with a final invoice and you will be required to make a full payment within the next 30 days

Distance Selling Regulations

In accordance with the distance selling regulations, your orders may not be cancelled once payment is received “for the supply of goods made to the consumer’s own specification and measurements. However we reserve the right to make this decision as we may be able to issue a refund if the manufacturing process has not began (as mentioned above). Or, if in mid way production, we can offer a cancellation with a payable fee for the works done so far.

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