Terms & Conditions

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 Terms & Conditions carefully before making a purchase.


1. Shipping Policy

 

Priviglaze Smart Glass Panels are made in the UK. Priviglaze uPVC Double Glazed Smart Glass Window, Switchable Smart Glass Panel, Office Glass Partition, and Smart Glass Partition are made to order which requires four to five weeks in lead times after the order is confirmed. 

The lead time for the Retrofit Privacy Smart Film, Priviglaze Power Control System is approximately three weeks after your order is placed and processed. 

A4 Smart Film Sample and A5 Smart Glass Sample will take 3 working days to be dispatched.

 

Please note that our shipping policy, including applicable fees and delivery details, is subject to updates. While we strive to keep our Terms & Conditions current, in the event of any discrepancies, the most up-to-date information will always be found in our Shipping Policy. We encourage customers to review the Shipping Policy before making a purchase.

 

Important Notice

Delivery times are estimated and may be subject to unforeseen delays. We will notify customers of any significant changes to their expected delivery schedule.

For any further inquiries, feel free to reach out to our support team.


2. Refund & Exchange Policy

 

2.1 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.

 

2.1.1 Cancellation Rights & Returns

If you have placed an order through our website, your right to cancel begins from the date your order is accepted, when we email you to confirm acceptance or when we deliver the items to you. During this period, you may cancel your order and receive a full refund, provided the items are returned in accordance with the conditions below.

This cancellation clause does not affect your right to return faulty or misdescribed items. You may cancel your order at no cost before the items are dispatched.

To exercise this right of cancellation:

  • Items must be returned to the location arranged by us.
  • You must provide order details, contact information, and the reason for cancellation.
  • Items must be unused, undamaged, in original packaging, and include a copy of the invoice.
  • Reasonable care must be taken to prevent damage during return transit.

If returned items are damaged, modified, or improperly packaged, we reserve the right to refuse the return or deduct reasonable costs for replacement and restoration.

Once items are returned in accordance with this policy, we will process the refund within 14 days using the original payment method. No additional fees will be incurred for the reimbursement.

 

2.2 Bespoke & Custom-Made Products

The following made-to-order products are non-returnable and non-refundable, except in cases of defects, damage, or incorrect specifications:

  • 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, you must contact us within 48 hours of delivery with supporting photo or video evidence. We will arrange for a repair, replacement, or partial refund as appropriate.

 

Glass Panel Returns:
 Glass panels can only be returned if our team has sent the incorrect size or if the product is faulty. Customers must report faulty products within two days of delivery. You must contact Priviglaze to obtain an RMA (Return Merchandise Authorisation) number before returning any items. Please ensure faulty glass panels are not damaged.

If a glass panel arrives damaged on delivery (DOA), customers must either refuse the delivery or contact us immediately.

 

2.3 Standard Products & Accessories

The following products are eligible for a refund or exchange within 14 days of delivery, provided they are unused, in 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.

Electronic Accessories:
Electronic accessories that are part of a glass panel package can be returned within 30 days if unused and in original packaging.

 

2.4 On-Site Technical Support

On-site technical support services are non-refundable once the service has been rendered.

  • Appointments cancelled with at least 48 hours’ notice may receive a full refund.
  • Cancellations made within 48 hours may be subject to a cancellation fee.

 

2.5 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.

Priviglaze is not liable for products damaged or lost during transit/shipping. If your order arrives damaged, please contact the shipment carrier to file a claim. Be sure to save all packaging materials and damaged goods before filing the claim.

 

2.6 Refund Process

Approved refunds will be processed within 7-10 business days using the original payment method.

Please note:

  • Shipping and handling fees are non-refundable unless the return is due to our error.

 

3. Warranty & Disclaimer

 

Laminated Smart Glass – 5 years
Window or office partition frame – 10 years,
Retrofit smart film 2 – years

 

3.1 Warranty Warning

Smart Glass/Film are sensitive products with electronic components that require dry location application. Should these products be installed in damp areas such as wet rooms, shower rooms or heavy water splash areas to the extent of causing damage, it is at the user and installer’s risk. Product warranty does not extend to water damage.

 

3.2 Disclaimer

1. Cleaning Guidelines:

Proper cleaning ensures the longevity and performance of your smart glass. Follow these instructions carefully:

  • Always power off the glass before cleaning and do not power on until it is completely dry.
  • Avoid disturbing electrical connections or letting liquid enter the framework, as water damage voids the warranty.
  • Use only a damp, lint-free microfibre cloth or towel. Avoid chemicals, abrasive cleaners, or excessive water.
  • For stubborn marks, use a small amount of isopropyl alcohol with the following steps:
    1. Lightly spray the surface with water.
    2. Wipe clean with a soft cloth.
    3. Continue wiping until all dirt is removed.
    4. Ensure no water enters the edges or framework.

 

2. Haze:

Smart glass materials may exhibit a 5% to 10% haze, which is a normal characteristic of the product.

  • Viewing Conditions: Haze may appear more pronounced on sunny days or depending on the viewing angle.
  • Double Glazing: Double-glazed products may have slightly more haze compared to single-glazed products.
  • Optical Clarity: Priviglaze Glass/Film is not as clear as standard float glass
  • Ambient Lighting Impact: Haze levels vary with lighting conditions. For example, it is less noticeable with LED lighting and light-coloured walls.

 

By purchasing, you acknowledge and accept these natural characteristics.

 

Contact Us

For any refund or exchange inquiries, please contact us at:  info@priviglaze.com

By placing an order with Priviglaze you acknowledge and agree to this refund and exchange policy. We appreciate your business and are committed to providing high-quality products and support.