Delivery & Returns

Need to speak to us? Email support@camperglass.co.uk. Please include your order number where relevant.

For a quick delivery or returns question, you can also use live chat on our website when the team is online. If chat is unavailable, use the email address above. You do not need to wait for live chat to open to tell us you want to cancel or report a problem.

Delivery at a glance

Our standard mainland UK delivery estimate is 1–3 working days. The service, charge and any destination restrictions for your order are shown at checkout. Remote areas, large items and overseas deliveries can take longer.

Working days exclude weekends and bank holidays. Our usual processing cut-off is midday UK time. A dispatch email sent at a weekend does not mean a courier has already collected the parcel. Please wait until your goods arrive and have been checked before booking an installer.

You may receive an automated invoice email as part of our fulfilment process. This does not confirm that your order has been dispatched or is ready for collection. The invoice attached to the email is for your records. Please wait for your separate dispatch or ready-to-collect confirmation before making arrangements.

Faster delivery

Where Get it Faster is offered, it prioritises processing and uses a next-working-day service where the item is eligible. It is not a guaranteed next-day appointment. Large glass and larger orders may not qualify.

Collecting your order

All Camper Glass order collections, including trade orders, are from Torque Rooms, Main Street, Ashby Parva, LE17 5HS. Select Collection at checkout and wait for your separate ready-to-collect email before travelling. An order confirmation or automated invoice does not mean your order is ready. Follow the collection hours and instructions in your confirmation. See our collections page for the address and collection steps.

If you cannot collect as planned, get in touch so we can agree what happens next. We do not automatically remove a consumer’s refund rights or apply a blanket handling charge because a collection is delayed.

International orders

Available services and delivery estimates are shown at checkout. Some large windows need a separate quote. We will ask you to approve any revised quote before proceeding; we will not add an unapproved charge to an accepted order.

Import duties, local taxes and customs clearance charges may be payable depending on your destination and the delivery terms agreed at checkout. Those terms must explain who pays them before you order. Contact us if anything is unclear. Mandatory consumer rights in your country are not excluded by this policy.

Late, missing or damaged deliveries

If an order is delayed or appears to be missing, contact us and we will investigate with the carrier. For consumer deliveries arranged by us, you should not have to resolve a claim with the courier yourself.

Please check the packaging and glass promptly, take photographs if something is damaged and keep the packaging where practical. Early reporting helps us investigate, but there is no seven-day cut-off that removes your statutory rights. Do not fit or use damaged glass.

Unless a different delivery period is agreed, consumer orders must be delivered within 30 days. If we miss an agreed deadline, you can usually give us an appropriate extra period to deliver. In some circumstances, including an essential deadline made clear before ordering or a refusal to deliver, you can cancel without giving extra time. We will refund payments due following a valid cancellation.

Our 30-day returns offer

Camper Glass offers 30 days to tell us you want to return an unwanted item, in addition to your statutory rights. Once you tell us, please send it back within 14 days. Your rights for faulty, incorrect or misdescribed goods are not limited to this 30-day period.

Starting a change-of-mind return

Email support@camperglass.co.uk with your order number and the items you want to return. We will provide a returns number and instructions. The number helps us process your return, but is not a condition of exercising your statutory cancellation rights.

For most consumer online purchases, the statutory cancellation period ends 14 days after delivery, followed by 14 days to send the goods back. Our extra offer extends the notification period to 30 days. Online orders collected in person can also qualify for statutory cancellation rights.

Handling fee for our extra returns offer

If you request a change-of-mind return after your statutory cancellation period has ended, but within our additional 30-day returns offer, a £4.99 handling fee applies per return, not per item. We deduct this from your refund. It is separate from any direct return delivery cost you are responsible for.

This fee does not apply to statutory cancellations, or to returns for faulty, damaged, incorrect or misdescribed goods. If you tell us you are cancelling within your statutory cancellation period, we will not charge the fee just because the goods arrive back later. Any legally extended cancellation period is also protected.

We only apply the fee where it was clearly disclosed as part of the returns terms before you placed your order. We will confirm any applicable fee in your return instructions. We will not add it retrospectively to existing orders. Your statutory rights are unaffected.

Return costs and packing your glass

For a change-of-mind return, you are responsible for the direct cost of returning the goods. Glass may need a specialist carrier. Where goods cannot normally be returned by post, the applicable cost or reasonable estimate must be supplied before you order. Please contact us for suitable packing and carrier guidance; do not send glass without adequate protection.

Where possible, include the original packaging, accessories, components and instructions. Use protective outer packaging rather than attaching labels or tape directly to the retail box. Glass windows are an exception: their original specialist transport boxes can be reused as the outer packaging, with courier labels and tape applied directly to the box. Please make sure the glass is securely protected inside.

Inspecting items and any reduction in value

You may inspect an item as you reasonably could in a shop to establish its nature, characteristics and functioning. Please avoid fitting, installing or using it on a vehicle beyond what is necessary for that inspection. Fitting does not automatically remove statutory rights.

We will not deduct money simply because you opened packaging for reasonable inspection. If handling beyond reasonable inspection reduces the value of the goods, we may deduct that actual loss. This can include damage caused after delivery, missing components or signs of use. Damage to specialist retail packaging only counts where it results from excessive handling and genuinely reduces the product’s value.

We assess each return individually and explain any deduction with supporting evidence. We do not charge automatic restocking or repackaging fees for statutory cancellations. Our decision to sell an item as clearance stock is not, by itself, a reason for a deduction. Where required cancellation information was not supplied, we cannot make a statutory diminished-value deduction.

Faulty, incorrect or damaged goods

If something arrives faulty, damaged, incorrect or not as described, contact us before sending it back so we can agree a suitable return method. We will arrange or cover reasonable return costs where required and provide the remedy you are entitled to. Photographs of the product and packaging are helpful where reasonably possible, but are not an absolute condition of your rights.

Consumers normally have a short-term right to reject faulty goods within 30 days. After that, repair or replacement may be appropriate, followed by a price reduction or refund where the law provides. A fault discovered after fitting or after 30 days is not automatically excluded. Please inspect the glass before fitting and contact us if you notice any damage or concerns. If an issue becomes apparent after fitting, contact us before arranging removal, refitting or other paid work so we can assess it and agree the next steps. Any claim for related costs will be assessed individually, with supporting evidence.

We do not apply packaging deductions for the original fault, delivery damage or reasonable inspection. Please do not install damaged glass or continue using a product where it could be unsafe.

Refunds

We normally inspect returns and process refunds within 1–3 business days of receipt. This is a processing target, not an extension of any legal deadline. Your bank or payment provider may take additional time to show the credit.

For statutory cancellations where you send goods back, we refund without undue delay and no later than 14 days after receiving the goods or evidence that you sent them back, whichever is earlier. If we have offered to collect the goods, the relevant deadline is normally 14 days after you tell us you are cancelling. For an accepted statutory rejection of faulty goods, refunds are due without undue delay and within 14 days of agreeing your entitlement.

For cancellation of a whole order, we refund the applicable standard outbound delivery charge. Any extra paid for an upgraded service is not normally refundable. We use your original payment method unless you expressly agree otherwise, without a refund fee. For returns under our additional 30-day offer, we use the same processing target; statutory cancellation delivery-refund rules remain protected.

Exceptions

Genuinely bespoke or personalised goods may be excluded from change-of-mind returns where the law permits. A standard window selected for your vehicle, or a standard item ordered in for you, is not automatically bespoke. Faulty-goods rights still apply.

Trade customers

Business purchases do not generally have the same statutory change-of-mind rights as consumer purchases. Please check the trade terms agreed with your order/account.

Warranty and fitting

Camper Glass windows come with a five-year warranty. This warranty applies to Camper Glass windows only, not fitting kits, accessories or third-party products. Any warranty for other products is set out in their own product details or warranty terms. Your statutory rights are unaffected. Fitting materials should be used within their stated shelf life and stored as instructed.

Damage caused by incorrect installation, misuse or unsuitable storage is different from an inherent product fault. We will assess the cause rather than assume that all fitted glass is excluded. Please follow the supplied fitting guidance and ask us if you need help.