Terms & Conditions

1Introduction

Welcome to Marvell Glass Ltd. These Terms and Conditions set out the rules for using our website and for buying our products and services, including glass splashbacks, custom glass designs and installation.

By using our website or buying our products, you (the customer) agree to these Terms. Please read them carefully. If you do not agree with any part of them, you must not use our services or website.

Marvell Glass Ltd is a company registered in England. We provide high-quality glass products and services to commercial and residential customers across the UK.

2Products

Marvell Glass Ltd agrees to supply (and, where applicable, install) the items listed in your order (the Products). By placing an order, you accept the purchase of these Products under these Terms.

We specialise in custom glass and aim for every customer to be happy. Because of how glass is manufactured, the following is accepted as standard industry practice:

• Variations in production: slight variations in colour, size and thickness may occur during manufacture. These are acceptable within industry standards.
• Inclusions and imperfections: glass may contain small inclusions such as bubbles, or minor surface imperfections. These do not affect the strength or overall appearance of the glass and are accepted as part of the production process.

By placing an order, you accept these possible variations and imperfections as part of how glass is made.

Bespoke products: no changes after sign-off

Your glass is made to measure and only fits the space we measured. Before production we will ask you to confirm the final design, colour, sizes, cut-outs and fixings. Once you have signed off your order and paid the deposit, it cannot be changed or cancelled, and the glass cannot be reused elsewhere. Please check everything carefully before you sign off.

3Site survey

3.1Pre-installation survey

Before we install any custom glass, a site survey may be needed to take accurate measurements and check the installation conditions. You agree to give us clear and safe access to your property at the agreed time. Delays or restrictions caused by lack of access may lead to extra charges or rescheduling.

3.2Survey accuracy

You are responsible for giving us accurate information about the installation site. We take every care during the survey, but you must check that all measurements and details you provide are correct. We are not liable for problems caused by incorrect measurements provided by you.

3.3Rescheduling or cancelling a survey

If you need to reschedule or cancel a site survey, please give at least 48 hours' notice. If you don't, we may charge for the missed appointment.

3.4Measuring fee

Our site survey and measurement costs £90 including VAT. It is paid when you book the survey and is taken off your total price if you go ahead with your order. If you don't go ahead, the measuring fee is non-refundable once the survey has been carried out.

3.5Before we survey

We can only survey and measure once no further changes to the site are expected. Electrical and telephone points, utensil racks, appliances, cabinets and all other fixtures must be fitted, or their positions marked, before the survey.

3.6Your price after the survey

We price your job from the photos, measurements, plans and information you give us. Your price won't change after we measure, as long as the job matches the marked-up photo in your quote. If the survey shows the job is different, for example different sizes, extra cut-outs, a different wall or site conditions we weren't told about, we will send you a revised quote. You can then accept it, in which case the measuring fee is taken off your total as usual, or choose not to go ahead, in which case the measuring fee is not refunded.

4Lead times

4.1Estimated lead times

We will give you lead times for making and installing your glass when we confirm your order. They are estimates and may change because of production schedules, material availability or other unforeseen circumstances.

4.2Manufacturing and delivery

We aim to meet the estimated lead time, but delays can happen. Delivery and installation dates are estimates, not guaranteed dates. We will tell you about any change as soon as possible. We are not responsible for delays, and are not liable for any costs, inconvenience or losses caused by them, including the cost of other trades or appointments you have booked around our dates.

4.3Installation timing

We book your installation date once your glass has been made and is ready to deliver. You are responsible for making sure the site is ready. If it isn't, we may charge extra or rebook.

4.4Delays beyond our control

We are not responsible for delays caused by things outside our control, such as bad weather or supply chain problems. If this happens, we will work with you to arrange a new delivery and installation date as soon as we can.

4.5Delays caused by the customer

If you are not available on the agreed delivery or installation date, or the site isn't ready, we may charge for the extra costs this causes, including storage or rebooking fees.

5Payment terms

5.1Full service (measure, supply and fit)

Full service orders are paid in three stages. The 50% deposit and 50% balance are worked out on your total price, less the £90 measuring fee you have already paid.

All products supplied and fitted by Marvell Glass Ltd remain our property until they have been paid for in full.

5.2Supply only, or supply and delivery

Supply-only and supply-and-delivery orders must be paid in full. You can pay online by card when you place the order. If you would rather pay by bank transfer, you can place the order now and pay the invoice we send you. Nothing is made or delivered until full payment has been received.

5.3Non-payment and ownership of goods

All products remain the property of Marvell Glass Ltd until paid for in full. If payment isn't made, we have the right to recover the products, and you agree to give us access to collect them where necessary.

5.4Samples

Samples are small pieces (about 150 × 150 mm) so you can check the colour and finish before you order. They are paid for when you order, and we post them free of charge anywhere in the UK. The colour of your finished glass can look slightly different from a sample (see section 10). If your sample arrives damaged, please contact us and we will send another.

6Refunds

6.1Stock products

You are entitled to a full refund on stock products if you ask within 14 days of receiving them. They must be returned in their original condition and packaging. You pay the return delivery cost unless the product is faulty or incorrect.

6.2Custom and bespoke products

Because bespoke products are made to your measurements and design, the following payments are non-refundable:

• The £90 measuring fee, once the survey has been carried out, as it covers the time, travel and equipment involved in measuring your space.
• The 50% deposit, once production has started.
• Payments for bespoke products: no refunds are given on payments towards making or installing bespoke glass, as it is made to order and cannot be resold or reused.

6.3Faulty or incorrect products

If a product is faulty or doesn't match the specification agreed when you bought it, we will replace it or give a full refund, subject to a site inspection. This applies to both stock and bespoke products.

7Installing it yourself

7.1Customer installation

If we are not installing the product, you must make sure it is installed using the methods and materials we recommend. We are not responsible for damage to the product or the site caused by not doing so.

7.2Your measurements

If you install the product yourself or use someone else to do it, you are responsible for making sure the measurements you give us are correct. We are not liable for a product that doesn't fit because of incorrect measurements.

7.3Damage or defects

We do not accept responsibility for damage, defects or problems caused by installation by you or by a fitter we haven't approved. Please check all products before installing them, and report any defect to us straight away, before installation goes ahead.

8Completion of your order

8.1Full service orders

A full service order is complete once the product has been fully installed by us and inspected by you. Please report any concerns straight after installation.

8.2Supply-only and supply-and-delivery orders

Orders without installation are complete once the product has been delivered to the address you gave us. Please inspect it on delivery and report any defects or problems.

8.3Faults after installation

If a product is found to be faulty after installation, we will put it right under the terms of our guarantee (section 12). Please report faults as soon as you notice them.

9Limitation of liability

9.1Indirect or consequential losses

We are not liable for any indirect, special or consequential losses, including loss of profits, revenue or goodwill, arising from the use of, or inability to use, our products or services.

9.2Maximum liability

Our total liability, whether in contract, tort (including negligence) or otherwise, will not exceed the total amount you paid for the product or service that the claim relates to.

9.3Delays beyond our control

We are not liable for delays in delivery, installation or completion caused by circumstances beyond our control, including bad weather, supplier delays or other unforeseen events.

9.4Installation by others

We are not liable for damage, defects or problems caused by installation by you or by a fitter we haven't approved.

9.5Existing conditions

We accept no liability for problems caused by existing conditions at the site, such as unprepared surfaces, uneven walls or structural issues.

9.6Wear and tear or improper use

We are not liable for defects caused by normal wear and tear, accidents, misuse, or using the product in a way that goes against our instructions or advice.

10Printing quality & colours

10.1How colours look

We work to make printed colours and designs as accurate as possible. Because screens, lighting and the printing process all vary, the finished colours may differ slightly from images or samples. Such variations are acceptable within industry standards and are not a defect.

10.2Colour matching

We make every effort to match colours closely, but we cannot guarantee a perfect match between different batches or prints. Variations within a reasonable tolerance are acceptable and are not grounds for a return or refund.

10.3Printing quality

We print every custom design to a high standard. Minor imperfections such as slight misalignment, small marks or minimal distortion can occur because of the printing process. These are normal and do not affect the overall look or function of the product.

10.4Designs you send us

If you supply your own design, it is your responsibility to make sure the file is good enough quality and resolution to print. We are not liable for loss of quality caused by low-resolution images or badly prepared files.

11Copyright

11.1Responsibility for copyright

We do not accept responsibility for the copyright or other intellectual property rights in artwork, designs or images you supply for printing. You confirm that you own the copyright, or have the permissions or licences needed to use them.

11.2Your promise to us

By sending us artwork, designs or images, you confirm you have all the rights, permissions and licences needed to use them. You agree to indemnify Marvell Glass Ltd and hold us harmless against any claims, legal action or disputes arising from the use of copyrighted or protected material.

11.3Our use of designs

We may use designs or images printed on our glass products for marketing, advertising or promotion, unless you ask us in writing not to. We will never claim ownership of designs you provide.

11.4Third-party claims

If a third party makes a claim about copyrighted or protected material you provided, you take full responsibility for resolving it and will cover any legal costs or damages.

12Warranty & guarantee

12.1Guarantee on installed products

If we installed your product, we guarantee to repair or replace it if a fault is reported within 2 weeks of installation. This covers defects in materials and workmanship that affect how the product performs.

12.2Glass material and standards

All our glass splashbacks are made from 6mm toughened glass, manufactured to BS EN 12150, for the highest quality and safety.

12.3Warranty by product

12.4What the warranty doesn't cover

• Damage from misuse, accidents, improper handling or not following care instructions.
• Defects caused by installation by you or by a fitter we haven't approved.
• Wear and tear from normal use, or changes and alterations made after installation.

12.5Making a claim

To make a claim, contact us within the warranty period for your product. We, or someone we authorise, will need to inspect the product to confirm the claim. If it is approved, we will repair or replace the faulty product.

12.6Non-transferable

The warranty is for the original customer only and cannot be transferred. It applies only to products bought directly from Marvell Glass Ltd.

13Coloured glass splashbacks

13.1Minor scratches

Minor scratches that can't be seen with the naked eye are acceptable and are not a defect. They are part of the glass manufacturing process.

13.2Colour matching

We make every effort to produce the exact colour you chose, but slight variations can occur when the paint is mixed. The finished glass may differ slightly from the sample or colour chart. These variations are within accepted industry standards.

14Printed glass splashbacks

14.1Minor scratches

Minor scratches that can't be seen with the naked eye are acceptable and are part of the printing process. They are not a defect.

14.2How colours look

Printing is done by machine, so we cannot guarantee colours will exactly match what you see on screen. Screen resolution, lighting and printing techniques can all cause slight differences between the finished glass and the digital image.

14.3Printing imperfections

Minor printing imperfections, such as small marks or slight variations in alignment, can occur because of the printing process. These are acceptable within industry standards.

15Toughened mirror splashbacks

15.1Minor scratches and imperfections

Because the glass is toughened before the mirror finish is applied, minor flaws such as thin scratches and small bubbles are standard and acceptable. They are not a defect.

15.2How they're made

Toughened mirror splashbacks are made by toughening the glass first and then applying the mirror finish. This can cause slight imperfections such as thin or long scratches and small bubbles, which are part of the process and are acceptable.

16Backlit glass splashbacks

16.1Minor scratches and imperfections

Minor scratches that can't be seen with the naked eye are acceptable. However, with backlighting, any imperfections in the glass, including minor scratches, bubbles or marks, may be more visible because light passes through the glass.

16.2Backlighting and imperfections

When light is placed behind the glass, imperfections such as scratches or bubbles may stand out more. They are a natural part of backlit glass and are accepted as part of the finished product.

16.3Even lighting

We aim for even lighting across the whole glass surface, but light may vary slightly depending on how the LED system is installed and set up.

17Your statutory rights

Nothing in these Terms affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015 and, for orders placed online or by phone, the Consumer Contracts Regulations 2013.