Terms & Conditions
All our glassware and jewellery is made by hand in our studios in Bath, when purchasing customers must understand that due to the nature of the craft involved, variations will occur in size, shape, colour and pattern. Images and sizes provided are for guidance only but will be adhered to as closely as possible.
Items ordered online must be paid for in full at time of ordering, payment is accepted by credit / debit card or via PayPal through our secure checkout process. We can accept payment by personal cheque, or in person by cash (we never recommend cash to be sent through the post) but orders paid for in this way will need to be placed via phone, or email, or in person and full payment received and cleared before postage of goods.
Your card payment will be processed in GBP Sterling and your receipt will show GBP Sterling prices. If your card is held in a different currency, your card issuer will charge you the Currency Exchange Rate in use for that day and this will be shown on your monthly statement. Please note that any refund will be made in GBP and your card issuer will refund you using the Exchange Rate that is in use for that day and this could be different to the original rate you were charged when making your payment. Your card issuer may also levy a currency conversion charge and/or a transaction fee, and this may not be reversed in the event of any refund or order cancellation. This means that your refund could be slightly more or less than you have originally paid and we will not be responsible for this difference.
Sales items non-refundable. We will endeavour to exchange for a suitable alternative or offer store credit. This does not affect your statutory rights.
Discount Codes do not apply on the purchase of any Memorial Glass products, Sale items, Factory Seconds or Gift Vouchers. Discount codes are for online use only.
If you forget to add a discount code to the checkout box whilst placing your order, unfortunately the discount cannot be applied retrospectively after making payment.
Shipping prices for domestic and overseas orders depend on weight and size of the order and are calculated from the items in your 'Basket' and which delivery method is chosen.
Within the UK, goods will be sent via Courier or Royal Mail Delivery which will require a signature on receipt, depending which options you have chosen. Please allow time for checking, packing and dispatch, especially during busy periods, such as the run-up to Christmas.
Orders sent out as tracked MUST be signed for by the consignee only. Any changes made to the delivery time/date/location by the customer is done so at their own risk. Bath Aqua Glass cannot be responsible for any delivery changes made after dispatch.
European orders will be sent via standard European Airmail which usually takes from approximately 5 working days from the day it is sent.
Orders to the US and Rest of World can be sent via airmail which usually takes up to 2 weeks from date sent or via surface mail which takes up to 12 weeks. Items weighing over 2kg can only be sent via surface mail.
Please be aware of customs charges to overseas orders.
We ship all items as soon as possible and aim to fulfil all UK standard stock orders within 30 days unless an item needs to be made.
If the item is a 'made to order' piece - as indicated on the product description page - this can take 4-6 weeks to be made plus delivery time. If unsure please contact us before placing an order for a delivery estimate.
After goods are dispatched we have no control over Courier or Royal Mail delivery and cannot be held responsible for any postal delays due to their services and schedules.
Most in-stock items are also available for Click&Collect. Please wait for confirmation that your order is ready before travelling.
Memorials - For orders to be completed and delivered by Christmas we must receive ashes by date to be confirmed, Orders can still be placed after this date for pieces to be received in the new year.
General online orders - for delivery in time for Christmas 2022
Fast track delivery is available via a private courier if required and will be quoted on a case by case basis - please contact us to enquire
Order Cancellations / Returns Policy
Customers have the right to cancel orders up to and including 7 working days after the day which they receive the goods to receive a full refund including delivery charges. Refunds will be made within 30 days of order cancellation.
The customer returning goods due to a cancelled order is responsible for all return delivery costs.
Customers must take reasonable care of goods and when returning items must ensure they are suitably packed to ensure they are not damaged in transit. If the consumer does not exercise reasonable care and the goods are damaged in transit, the customer will be charged for breach of this statutory duty.
Cancellations should be made in writing (via post, email or fax) although can be informed over the phone but must be confirmed in writing also. (If cancellation made by post the 7 working day limit will apply to the day the letter is posted, not the date letter received by us).
If goods are faulty or incorrect items received the customer will be refunded the return postage costs.
Unused items can be returned within 30 days of receipt for a full refund but once the 7 day cancellation period has expired, only the item price will be refunded not the delivery charge, and the customer is also responsible for costs of return.
Customers CANNOT cancel or return orders for goods made to a customers specifications, for example, personal commissions and engraved items.
Terms and Conditions for Courses and Activities
- As a craft that involves the use of molten glass and related equipment there are some hazards involved. If the instruction is followed you will be safe but care should be taken at all times to minimise the risk of injury to yourself or others. A health and safety briefing will take place at the start of every course, please listen carefully and adhere to all instructions given by the course teacher.
All of our cakes are provided by a local bakery, (please note: their premises is NOT a nut-free environment).
Payment and Cancellations for Courses and Activities
- Payment in full is required at the time of booking to secure your place.
- 3 weeks in advance of your course date - we offer 50% refund or one free date change.
- 2 weeks in advance of your course date - we offer one free date change.
- Cancellations received with less than 2 weeks notice - no refund or date change will be offered.
- If a date change has been given, no subsequent refunds or date changes can be offered.
- We reserve the right to cancel courses if there are insufficient numbers to make them viable or if due to technical problems. We will endeavour to give as much notice as possible if this situation arises. In the event of a course cancellation, we will offer an alternative date or full refund, Bath Aqua Glass cannot accept liability for consequential loss e.g. travel or accommodation costs in these circumstances.
(Goods ordered via the Internet, post, phone or fax without the customer having physically inspected the goods are covered by the Distance Selling Regulations)
Memorial Products - Ashes into Bath Aqua Glass
For information and advice, and specific terms and conditions relating to memorial products, please see the terms and conditions page on our dedicated memorial website at www.ashesintobathaquaglass.com (click here)
This guidance covers the order process, payment, sending ashes, the return of unused ashes and delivery.