Refund & Return Policy
Thank you for shopping with Priviglaze. We take pride in providing high-quality smart glass solutions and strive to ensure customer satisfaction. Please read our refund and exchange policy carefully before making a purchase.
1. General Policy
We offer refunds and exchanges in accordance with the Consumer Rights Act 2015 and other applicable UK laws. Due to the bespoke nature of many of our products, different rules may apply depending on the type of item purchased.
2. Bespoke & Custom-Made Products
The following products are made to order and, therefore, are not eligible for returns or refunds unless they are defective, damaged, or not as per specification:
- 12mm Laminated Switchable Smart Glass Panel
- Office Glass Partition
- Smart Glass Partition
- Priviglaze uPVC Double Glazed Smart Glass Window
- Retrofit Privacy Smart Film
If you receive a faulty or incorrect custom-made product, please contact us within 48 hours of delivery with supporting evidence (photos/videos). We will arrange for a repair, replacement, or partial refund as appropriate.
3. Standard Products & Accessories
The following products are eligible for a refund or exchange within 14 days of delivery, provided they are unused, in their original packaging, and in resalable condition:
- Priviglaze Power Control System
- Smart Film Sample
To initiate a return, please contact our customer support team at info@priviglaze.com. Customers are responsible for return shipping costs unless the item is faulty or incorrect.
4. On-Site Technical Support
On-site technical support services are non-refundable once the service has been rendered. If an appointment is cancelled with at least 48 hours notice, a full refund may be issued. Cancellations made within 48 hours may be subject to a cancellation fee.
5. Damaged or Faulty Items
If you receive an item that is damaged in transit or defective upon arrival, you must notify us within 48 hours of delivery with photo or video evidence. We will arrange for a replacement or repair at no additional cost to you.
6.Refund Process
Approved refunds will be processed within 7-10 business days using the original payment method. Please note that shipping and handling fees are non-refundable unless the return is due to our error.