Terms + Conditions
These Terms and Conditions apply to all orders placed through the Brambles Glass online shop at www.bramblesglass.com for handmade glass art and related products(“Goods”). Please read them carefully before placing an order. By placing an order you agree to be bound by these Terms.
1. Who We Are
Brambles Glass is a sole trader business owned and operated by Bethan Clarke. Contact email: hello@bramblesglass.com.
References to “we”, “us” and “our” mean Brambles Glass. References to “you” and “your” mean the customer purchasing Goods from us as a consumer.
These Terms are intended for consumers only — that is, individuals buying Goods wholly or mainly for purposes outside their trade, business, craft or profession, in line with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“the Consumer Contracts Regulations”).
2. Our Products
Every piece of glass art sold by Brambles Glass is handmade. Because each item is individually crafted, there may be small variations in colour, shape, size, and texture between the product photographed on the Site and the item you receive. These natural variations are a feature of handmade glass and are not considered faults.
Product descriptions, dimensions, and weights given on the Site are as accurate as we can reasonably make them, but minor variations should be expected.
We make reasonable efforts to display colours accurately, but actual colours may vary slightly depending on your screen settings.
3. Pricing and Payment
All prices are displayed in pounds sterling (£) and shown clearly on each product page, inclusive of VAT where applicable.
The price you see at checkout is the total price you pay for the Goods and delivery. Any applicable delivery charge is shown and included in the order total before you confirm your purchase — there are no hidden fees, surprise surcharges, or additional charges added at checkout that were not shown to you beforehand.
Payment is taken in full at the time of order, using the payment methods indicated on the website.
In the unlikely event that a pricing error appears on the website, we will contact you before dispatch to confirm the correct price or to offer a full refund if you no longer wish to proceed.
A contract between us is only formed when we send you an order confirmation email. Until that point, we may decline or cancel an order (for example, if an item is out of stock), in which case you will receive a full refund.
Occasionally we may be unable to fulfil an order — for example, if a handmade item has been damaged in the workshop or is otherwise unavailable. If this happens, we will notify you and refund any payment made in full.
4. Delivery
Estimated dispatch and delivery timescales are shown on the product page and/or at checkout before you complete your order.
As a general guide, orders are dispatched within 2-5 working days of the order confirmation, and delivered within estimated 3–7 business days of dispatch within the UK, unless a longer timescale is stated for a specific item (for example, made-to-order or seasonal items).
If we are unable to meet the estimated delivery timescale, we will contact you with a revised date. If the new date is not acceptable to you, you may cancel your order for a full refund.
Because our items are handmade from glass, all orders are carefully packaged and sent using a tracked delivery service appropriate to fragile goods.
Risk in the Goods (i.e. responsibility for loss or damage) passes to you when the Goods are delivered to the address you provided. Ownership of the Goods passes to you once we have received payment in full.
If your item arrives visibly damaged in transit, please refer to Section 8 (Damaged, Faulty or Incorrect Items) below.
5. Your Right to Cancel (14-Day Cooling-Off Period)
Under the Consumer Contracts Regulations, you have the right to cancel your order and receive a refund, without needing to give a reason, within 14 days beginning the day after you (or someone you nominate) receives the Goods.
If your order consists of multiple items delivered separately, the cancellation period runs from the day after you receive the last item in that order.
How to Cancel
To cancel, notify us clearly of your decision before the 14-day period expires — for example by email to hello@bramblesglass.com, by post to Unit 6, Vallis Farm, Egford Hill, Frome, BA11 3JQ, or by using any cancellation form we provide. Please include your order number and name.
Once you have told us you wish to cancel, you must then return the Goods to us without undue delay, and in any event within 14 days of telling us you are cancelling.
You are responsible for the cost of returning the Goods unless we agree otherwise or the item is faulty or not as described (see Section 8).
Please package glass items securely for return, ideally using the original packaging, as you are responsible for any damage caused by inadequate packaging during return transit.
Exceptions to the Right to Cancel
The right to cancel does not apply to Goods made to your specifications or clearly personalised, or Goods which are liable to deteriorate rapidly. Where a specific item is sold as bespoke, personalised, or made-to-order, this will be clearly stated on the product page and the right to cancel will not apply to that item unless it arrives faulty, damaged, or not as described.
6. Refunds
Once we receive the returned item, we will inspect it and process your refund within 14 days of the day we receive the Goods back (or, if earlier, within 14 days of you providing evidence that you have sent the Goods back to us).
Refunds are issued to the original payment method used for the order.
We will refund the full price paid for the item(s). If you chose a delivery option that costs more than our standard delivery option, we will only refund the cost of our standard delivery option.
We may make a deduction from the refund for any diminished value of the Goods resulting from unnecessary handling by you beyond what is needed to establish the nature, characteristics and functioning of the Goods (for example, if a returned item is damaged, scratched, or shows signs of use beyond inspection).
Where the right to cancel does not apply (see Section 5) but we have nonetheless agreed to accept a return as a goodwill gesture, any refund terms will be confirmed with you in writing at the time.
7. How to Return an Item
Contact us at hello@bramblesglass.com to let us know you are returning an item and to receive return instructions.
Send the item to: Unit 6, Vallis Farm, Egford Hill, Frome, BA11 3JQ.
We recommend using a tracked and insured delivery service for returns, given the fragile nature of glass items, as we cannot be responsible for items lost or damaged in return transit due to inadequate packaging or an untracked service.
8. Damaged, Faulty or Incorrect Items
If your item arrives damaged, faulty, or is not what you ordered, please contact us at hello@bramblesglass.com as soon as possible, and ideally within 48 hours of delivery, with your order number and photographs of the item and packaging.
Under the Consumer Rights Act 2015, you have a legal right to Goods that are as described, fit for purpose, and of satisfactory quality. If a Goods you receive is faulty, damaged in transit, or does not match its description, you are entitled to a repair, replacement, price reduction, or refund, and this right exists in addition to, and is not limited by, the 14-day cancellation right described in Section 5.
Where an item is faulty, damaged in transit, or incorrect, we will cover the reasonable cost of the return and provide a full refund or replacement, as you prefer.
This does not affect your other statutory rights as a consumer.
9. Our Liability
We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. We only supply Products for domestic and private use; if you use a Product for any commercial, business, or resale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
10. Privacy and Data Protection
We only use your personal information in accordance with our Privacy Policy, available at [link to Privacy Policy].
11. General
Governing law: These Terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to your right as a consumer to bring proceedings in your local courts if you live elsewhere in the UK.
Changes to these Terms: We may update these Terms from time to time, for example to reflect changes in the law. The Terms that applied when you placed your order will govern that order.
Complaints: If you are unhappy with your order or our service, please contact us using the details in Section 1 so we can try to resolve the issue. You may also be able to use an alternative dispute resolution provider; details will be provided on request.
12. Contact Us
Brambles Glass
Email: hello@bramblesglass.com
Address: Studio Unit 6, Vallis Farm, Egford Hill, Frome, BA11 3JQ.