Glow Glass & Window Corp stands behind every install. This Refund Policy describes how we handle warranty claims, deposit refunds, and dispute resolution.
Workmanship guarantee
If our install fails under normal use within 1 year of completion, we return to the property at no cost and either correct the work or refund the labor portion of the invoice. Glass-only swaps and IGU replacements covered by the 10-year IGU manufacturer warranty are similarly serviced at no cost during that warranty period.
Custom glass orders
Custom-cut glass (shower enclosures, table tops, custom mirrors, custom IGUs) is fabricated to your specific measurements and shape and cannot be returned for refund once cut. If we make a measurement or fabrication error, we re-cut the glass at no additional cost.
Deposits
Deposits collected on custom orders are non-refundable once fabrication has begun. Deposits on jobs that have not yet started fabrication are fully refundable within 7 days of payment.
Cancellation refunds
- Standard glass orders (off-the-shelf IGUs, standard hardware): refund of any deposit, less a 5 % restocking fee, if cancelled before fabrication or delivery.
- Custom orders: see above — non-refundable once fabrication begins.
- Emergency dispatches: trip fee retained if cancelled after the crew arrives on site.
Service complaints
If you are not satisfied with our work, contact us within 30 days. We will arrange a return visit, make corrections at no cost, or refund a portion of the invoice based on the nature of the issue. We resolve substantially all service complaints within two visits.
Payment disputes
Disputes related to billing should be raised in writing within 30 days of the invoice date. We respond to billing disputes within 10 business days.
Exclusions
Refunds do not apply to damage caused by impact, vandalism, weather events, modifications made after our install, or normal wear and tear. Pre-existing conditions documented at the start of the job are also outside the refund policy.