At Euroview Architectural Glass we are passionate about everything we do and we hope that you will

be happy with your purchase. However, we understand that occasionally things don’t always go

according to plan.

In the event that you are not happy with your purchase, our dedicated team are here to help and aim

to provide a product returns service that will have the least amount of impact on our customers lead times.

Any goods received that are deemed to be defective may be returned subject to the following

requirements:

Return Materials Authorisation:-

Authorisation to return rejected goods shall be obtained in advance and in writing from the Quality

Manager, or their designate, prior to the return of any goods. All complaints shall be submitted to

queries@euroview.glass

The following information must be provided at the point of the request –

• Item Code

• Order Number

• Quantity to be returned

• Reason for return – providing as much detail as possible, including photographs

Please complete the Customer Returns form – a copy of this may be obtained from our Commercial

Sales Team or from the link on our website.

Please note:

• Goods will not be collected without prior approval and Euroview Architectural Glass reserves

the right to refuse a collection.

• If the goods to be returned are not ready for collection when our driver arrives on site,

Euroview Architectural Glass reserves the right to apply a charge for the missed collection.

A Collection Note will be issued by the Transport Administrator, which must be affixed to the unit

PRIOR to collection.

Should you wish to amend the quantity of units you wish to return, please submit a request to do so

PRIOR to the arranged collection. Failure to do so may result in non-collection of the goods and a

new date for collection would then need to be arranged.

Condition of Returned Goods: –

All insulated glass units shall be returned in a saleable condition. Broken* and defaced units (e.g.
spray paint or other means of permanent marking**) will be deemed as goods subjected to
processes outside of the control of EAG and the claim for credit on return could be rejected. Our
labels are to remain intact and must not be removed from units that are rejected prior to installation
at site.
*Broken – where IGU’s are deemed to have been Broken in Transit (BIT) return of goods may not be
deemed necessary, however the claim for free of charge (FOC) replacement must be submitted
within 72 hours of receipt of the delivery.
**Marking – to indicate the nature of the defect and/or the position it may be necessary to indicate
by using a marker pen. This is permissible if it is an arrow or circle drawn to indicate and is limited to
the area of defect ONLY.

Packaging & Preparation for Transport:-

Rejected units shall not be returned on the same stillage as damaged units, as these pose a health &
safety hazard to the receiving team and may prevent a meaningful investigation of the cause for
rejection. Refusal to comply may result in automatic rejection of the claim for credit and full payment
of the invoice may be due in accordance with our general terms and conditions of sale.
Euroview will not be held liable for any subsequent damage that occurs to the rejected unit if it is
returned packed on a stillage containing broken units.
All returns must be securely fixed to the stillage and adequately protected for transportation.
All returns must be approved by Euroview Architectural Glass PRIOR to collection. If units are not
clearly identified for return by affixing the collection note, this could result in a failure to collect and a
new collection date may need to be arranged.

Processing of Returned Goods:-

Our team aims to inspect the rejected units within 5 working days of return to our premises. There
may be occasions where there are delays due to unforeseen circumstances, however our team will
endeavor to keep this to a minimum. Feedback will be provided regarding our findings and next steps
advised.

Euroview Architectural Glass Ltd reserves the right to carry out remedial work, where practical, on
any rejected items returned.