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BESPOKE GLASS EXPERTS IN SCARBOROUGH

Terms & Conditions

Splashbacks:

All our quotations are only valid for 30 days from date shown on paperwork. Any alterations/ additional work / effects or specialist colours different to the quotation will be at an additional cost and a new quotation will be issued making any previous quotations invalid. Additional administration charges may be applied in circumstances where a client asks for multiple quotations/quotation revisions on more than one occasion. 

Templating is usually included in our service; no template appointment will be booked until the down payment has been made by the customer and is cleared funds (Please see payment terms section of our T’s and C’s). All effort is made to match colour where possible. We cannot guarantee an exact colour match to paint samples due to many factors including lighting, surface the paint has been applied to and how many coats have been applied, other strong colours within the close vicinity of the installation area and the age of any samples/swatches provided by the customer. Due to the nature of the manufacturing process the colour reproduction might vary from one batch to another or from a sample to the finished product. We cannot guarantee that the colour chosen will be a perfect match. Once order and colour are confirmed via signed form, email, text or any other form of written confirmation (including cleared funds of the down payment) colours and sizes cannot be altered. White or light colours will display a green tint due to the iron content of the glass itself; in this instance we recommend the use of Low Iron Glass which is at a premium cost. Thicker glass will display a greater tint. Imperfections in glass are a possibility due to the glass making process and the subsequent spraying. These can range from seeds and marks in the glass to dust particles in the spray finish. For light colours a dark fleck may be visible, in a dark colour light flecks may be visible. These should not be noticeable standing at a distance of two meters away from the surface as advised by The GGF (Glass and Glazing Federation) in relation to splashbacks. Seeds and bubbles are deemed acceptable in all types of glass. Digital images will be provided to the customer to be proofed prior to printing and application. Once agreed and confirmed via signed form, email, text or any other form of written confirmation as correct by the customer any changes or alterations will be chargeable. It is the responsibility of the customer to gain any relevant permission with regard to copyright and image rights. All digital images should be sourced from www.shutterstock.com or www.stock.adobe.com. Photographs taken on a mobile phone are not suitable to be used due to quality issues. Glass splashbacks behind hobs and extractors we recommend the following for safety: Gas Hobs: Position a minimum of 60mm from any naked flame. This is measured with a large pan in position and the gas set on high. Electric/ Induction/ Ceramic Hobs: Position a minimum of 100mm from edge of hob to face of glass. It is the responsibility of the customer to ensure the surface onto which the glass is to be installed is sound and level. Any substrate finishes other than the advised finish cannot be guaranteed. The recommended substrate is a skimmed finish, completely dry and painted with an emulsion which should also be completely dry. Note: Plaster used with high lime content is not recommended. The use of any third-party adhesives, fillers or sealants used on the substrate prior to and after fitting is not recommended. Gekoglass takes no responsibility for the condition of said substrate surface. Splashbacks cannot be fitted directly to or adjacent to bare brick walls or over the top of existing tiles. Gekoglass us an adhesive that has been tested to ensure there are no reactions with paint and digital image products used by us. Gekoglass do not use any untested sealants or adhesives during the fitting process. When installing glass panels they should not sit directly on or against any other substance, packing/distance blocks (wood/plastic) are used. For the best finish gekoglass recommend all splashbacks are fitted using an adhesive and sealed around all edges. This gives the best overall effect and reduces the risk of moisture or dirt getting behind the glass which could cause deterioration of the customers splashback over time. The advised maximum length of a splashback is 2.5 meters due to machinery constraints. If an area is larger than this length we will discuss the various options available to the customer: please also note this will come at a premium cost. Any and all sizes provided by the customer via signed form, email, text or any other form of written confirmation will be taken as correct. All toughened glass has a 1-2 mm tolerance on the sizes. As the glass is toughened it is heated and cooled repeatedly. This causes the glass to expand and contract slightly during the process and can affect the overall measure on width or height. Any replacements of goods due to incorrect sizes being provided by the customer will be chargeable at the full price per m2 (minimum order size 1 m2). Any installation specified in the quotation will be done during normal business hours (8am to 5pm Monday to Friday), and only if there is reasonable access and space. Areas covered by this service: Scarborough, Filey, Bridlington, Driffield, Malton, York, Pickering, Whitby and the surrounding areas, at our discretion, please ask for further details. Due to COVID19, war in Ukraine and The Red Sea delays in the manufacturing process are now common place. From quotation to fitting at present it is taking up to ten weeks. All items should be checked on delivery/collection/fitting. Any defects or faults need to be reported to gekoglass within 48 hours, preferably in writing. All issues will be reviewed on a case by case basis. No refunds or replacements will be offered for items displaying any of the characteristics mentioned in these terms and conditions. Please contact us to discuss. If ‘you’ the customer intends to fit splashbacks independently of gekoglass then the responsibility of gekoglass ends at delivery/collection and payment in full is received. We will not be held responsible for any subsequent damage caused during fitting by a third party or any adverse reaction which may happen due to incorrect installation or use of none recommended sealants or adhesives.

​Overlay Lead Work (including vases and mirrors):

All our quotations are only valid for 30 days from date shown on paperwork. Any alterations/ additional work / colours different to the quotation will be at an additional cost and a new quotation will be issued making any previous quotations invalid.  Additional administration charges may be applied in circumstances where a client asks for multiple quotations/quotation revisions on more than one occasion. From quotation to fitting at present it is taking up to twelve weeks. 

Imperfections in glass are a possibility due to the glass making process. These can range from seeds and marks in the glass these should not be noticeable standing at a distance of two meters away from the surface as advised by The GGF (Glass and Glazing Federation). Seeds and bubbles are deemed acceptable in all types of glass. All colours and textures are provided by polyester based colour films. Colour matches cannot be guaranteed from section to section. Any areas using grains, ripples, wisps, abstracts, veins, streaky, colour blends or metallic effects will all be different and individual due to manufacturing process so exact matching from panel to panel is not possible. All lead is 99.5% pure lead and due to this is subject to oxidisation. This is caused by environmental factors such as rain, snow and condensation causing the lead to create a protective barrier or a patina. Aged lead and lead treated with patination oil will also eventually oxidise given the correct conditions. It is the responsibility of the customer to place the finished product in a position that is suitable for use, any damage caused due to oxidisation is not the responsibility of gekoglass. Glass bevels are individually made and due to this no two are identical. Bevels are made from float glass and due to this are also prone to seeding and marking as with all glass (see above GGF recommendations). Any installation specified in the quotation will be done during normal business hours (8am to 5pm Monday to Friday), and only if there is reasonable access and space. Areas covered by this service: Scarborough, Filey, Bridlington, Driffield, Malton, York, Pickering, Whitby and the surrounding areas, at our discretion, please ask for further details. Any defects or faults need to be reported to gekoglass within 48 hours, preferably in writing. All issues will be reviewed on a case by case basis. No refunds or replacements will be offered for items displaying any of the characteristics mentioned in these terms and conditions. Please contact us to discuss. Due to COVID19, war in Ukraine and The Red Sea delays in the manufacturing process are now common place.

​Window & Door Repairs:  

All our quotations are only valid for 30 days from date shown on paperwork. Any alterations/ additional work / specialist colours or parts requested that are different to the quotation will be at an additional cost and a new quotation will be issued making any previous quotations invalid. If a request is made by the customer for an itemised quotation, please note prices may or may not include labour and VAT. Additional administration charges may be applied in circumstances where a client asks for multiple quotations/quotation revisions on more than one occasion. If you, the customer, chooses to go ahead with part of a quotation, not the full quotation, our paperwork will reflect these changes. If you, the customer wishes to breakdown an agreed job into more than one visit, labour charges will be added to each additional visit to complete the agreed work. From quotation to fitting at present it is taking up to four weeks. 

Imperfections in glass are a possibility due to the glass making process. These can range from seeds and marks in the glass to dust particles, light and dark flecks. These should not be noticeable standing at a distance of two meters away from the surface as advised by The GGF (Glass and Glazing Federation) in relation to the glass. Seeds and bubbles are deemed acceptable in all types of glass. All toughened glass has a 1-2 mm tolerance on the sizes. As the glass is toughened it is heated and cooled repeatedly. This causes the glass to expand and contract slightly during the process and can affect the overall measure on width or height. Any and all sizes provided by the customer via signed form, email, text or any other form of written confirmation will be taken as correct.  Any replacements of goods due to incorrect sizes being provided by the customer will be chargeable at the full price per m2 (minimum order size 1 m2). Any installation specified in the quotation will be done during normal business hours (8am to 5pm Monday to Friday), and only if there is reasonable access and space. Areas covered by this service: Scarborough, Filey, Bridlington, Driffield, Malton, York, Pickering, Whitby and the surrounding areas, at our discretion, please ask for further details. Due to COVID19, War in Ukraine and in the Red Sea delays in the manufacturing process are still common place. From quotation to fitting at present it is taking up to four weeks. All work should be checked while gekoglass is still on site. If ‘you’ the customer intends to fit any glass provided by gekoglass then the responsibility of gekoglass ends at delivery/collection. We will not be held responsible for any subsequent damage caused during fitting by a third party or any adverse reaction which may happen due to incorrect installation or use of none recommended sealants or adhesives. 

All efforts are made to ensure that any quoted repairs are completed to a satisfactory standard agreed by all parties in writing. All work should be checked by the client while gekoglass are still on site. We offer a six month guarantee only, on all moving parts (e.g. hinges, door barrels) fitted by gekoglass. If installed by a third party, we do not offer this guarantee. This guarantee does not cover breakages or damage to moving parts caused by any external factors. Replacements will only be fitted free of charge if the item is faulty. This guarantee is from the date of installation. This guarantee belongs to the customer. This guarantee is not transferable following the sale of a property. The customer receipt is the guarantee therefore we advise you retain this hard copy as proof of installation date. In relation to leaks/ water ingress: All efforts are made to ensure any leaks/water ingress issues are repaired, however it should be noted that water can often still find a way into a property. Once we have completed the agreed repairs, if there is still an issue with a leak/ water ingress, other avenues should be explored such as ensuring there are no issues with a roof, flashing, pointing, external window sills, soffits and fascias. We cannot guarantee any leak/ water ingress can be completely repaired, please bare this in mind when instructing gekoglass as refunds will not be given. 

We offer a 5 year guarantee on all units installed by the team at gekoglass. This is against the units breaking down (misting). If installed by a third party, we do not offer this guarantee. This guarantee does not cover breakages or damage to units caused by any external factors. This guarantee does not cover frames in any way as we do not offer a frames replacement service. We are not Fensa or Certass registered. This guarantee is from the date of manufacture of the units, not date of installation. Any defects or faults on the glass externally need to be reported to gekoglass within 48 hours, preferably in writing. Any internal defects or faults need to be reported to gekoglass within three weeks, preferably in writing. All issues will be reviewed on a case by case basis. Gekoglass install A rated units as standard (please refer to your receipt). You will notice the difference between your new units in comparison to any old units still in situ. These units work by keeping the heat in a room and preventing the cold from getting in. The outer pane never warms up and therefore gets condensation on the outside (external to your property). Do not be concerned if you see condensation on the outside pane of your new windows, it just demonstrates they are working efficiently. No refunds or replacements will be offered for items displaying any of the characteristics mentioned in these terms and conditions. Please contact us to discuss. This guarantee belongs to the customer. This guarantee is not transferable following the sale of a property. The customer receipt is the guarantee therefore we advise you retain this hard copy for the life of the units. 

Payment Terms for Glass Splashbacks/Overlay Lead/Window & Door Repairs:

 All orders are subject to a 50% down payment and are non-refundable. Payment methods are as follows: Cash, card payment (we accept Visa, Maestro, MasterCard, American Express, ApplePay and GooglePay} or telephone payments by card. We can only accept PayPal payments via our website in the online shop. If you are unable to pay by any of these methods and wish to pay by bank transfer, this would need to be agreed with gekoglass and all payments must be cleared funds, in full, before any commencement of works. Prices quoted do not include VAT (or any tax in lieu of or in substitution of VAT unless stated) there is a separate allocation box for VAT on all invoices which shall be added to the price.  Gekoglass VAT registration number: 420000583. PLEASE NOTE: We do not accept cheques. Corporate clients are requested to make payment in full prior to work commencement, please ask for further details. The balance of an account is due on the day of installation/delivery/collection. We DO NOT offer credit to any of our customers, thank you for your understanding. In all instances of non-payment, we reserve the right to charge 5% interest per week with an additional late fee of £55.00.

 

Price Increase Statement Reviewed October 2023:

During the Covid19 pandemic, the glass and glazing industry was put under increasing pressure due to demand being significantly higher to the production of raw materials needed to make glass products. This unfortunately pushed up prices. There were nine price increases from our glass suppliers between March 2020 and March 2022. Due to additional pressures from Brexit and the war in Ukraine we have to continually monitor our prices.   

To ensure the same level of high quality and the ever changing challenging circumstances we all face: All our quotations are only valid for 30 days. We want to be as transparent as possible with all our clients, we appreciate you may need to re-assess budgets and hope you understand our current position. Any questions, please contact us to discuss.

Glass Shortages Statement Reviewed October 2023:

Our supplier stated in 2022: ‘Glass availability is becoming more restrictive than originally forecast. As a result we are now working on a ‘hand to mouth’ basis with float tank glass deliveries to ourselves and the now frequent occurrence of volume reductions and specific glass type shortages. We are making every effort to mitigate the consequences to our customers but finding it increasing difficult to maintain this position. As such, we ask in advance for your patience and understanding over the coming weeks as shortages become unavoidable and orders accepted in good faith become affected.’ 

These issues have been caused by Covid19, Brexit and the ongoing war in Ukraine. In essence this means we (gekoglass) are waiting longer for our glass deliveries. Currently wait time is 2 to 6 weeks from placing orders. We review this situation on a regular basis. Your patience in this difficult situation is very much appreciated.

Appointment Charges/Times:

Our normal business hours are Monday to Friday 8am to 5pm for all quotations to installations/completion of works. Quotations for all of our services (glass splashbacks/overlay lead work/ UPVC repairs) are only offered during our normal business hours (Monday to Friday 8am to 5pm). We currently do not charge a ‘call out fee’ for initial quotations carried out during our normal business hours (Monday to Friday 8am to 5pm). Please note: When booking appointments, please discuss this in detail with our team if a weekend installation/ completion of works is required. For installations/work completions carried out on a weekend, this will incur additional charges to cover weekend labour costs so please consider this when agreeing appointment dates and times. Office hours are 9.30 am to 4 pm Monday to Friday. 

All our appointment times are booked within a ‘flexi time period’ and agreed with you the customer at the time of booking. If a member of our team is running late, we will do our best to inform you, the customer, as soon as we are able. Unfortunately some jobs over run and there is very little that can be done about this. We also live in a seaside town, at peak times travel around Scarborough can be very challenging and therefore can impact on appointment times. If you require a very specific time, please state this when booking appointments.

Please remember life happens and we cannot always pre-empt what will occur on any job. We ask that you respect our staff at all times, this includes when we are out on site, on the telephone and at any other time. Our team do not need to be belittled or undermined if we are not running on time, life is very stressful already! If customer behaviour is inappropriate at any time, we reserve the right to withdraw our products and services with no refund.

Liability:

When working on site, we (gekoglass) accept no liability for loss or damage to anything in your property/external to your property. All reasonable measures will be taken while working inside and outside any property. However, we advise all personal belongings should be removed from the area where members of gekoglass will be carrying out work to avoid any unnecessary issues. We hold public liability insurance with a maximum of £5 million, for details/ potential claims, please contact gekoglass in writing within 7 days. Any verbal communication will be acknowledged, however, only written communication will be acted upon.

Bespoke Orders:

Each item is lovingly hand-crafted in our workshop in Scarborough, North Yorkshire. Every piece is quality checked once finished and before collection/dispatch. Due to the hand-crafted nature of what we create, no two pieces are exactly the same. Each will have unique differences or quirks due to our kiln process. If an item is created to bespoke criteria, that is to say if it has been made to specific sizes or colours then it is not eligible for a refund. Please do bear this in mind when placing an order. 

Our 4eva embers are very unique products, created using the ashes you provide. There is no guarantee on the finish of these products. Bubbles are an inevitable side effect. If you require a product with no bubbles we advise the ashes are not encapsulated and are instead fused to the top of the glass. Please do bear this in mind when placing an order. 

All bespoke orders are subject to an average of a twenty working day process time. This does not include postage times. If an item is required for a specific date, please inform gekoglass when placing an order. We will do our best to achieve specific dates, however this cannot be guaranteed. Your patience during the manufacturing process is appreciated.

All Products:

Once received, gekoglass is not liable for any loss or damage caused by the customer (including installations), if not carried out by gekoglass staff. Verbal instructions will be supplied by gekoglass and we advise these are followed. Any sizes, diagrams or any other written or drawn form of dimensions required for the job, are the sole responsibility of the customer to be accurate. If the finished product is wrong due to incorrect dimensions being provided by the customer, any replacements will be charged at the full original price. All items remain the property of gekoglass until payment is received in full. We reserve the right to increase prices at any time, this includes in store and on our web site. Prices quoted in store and on line include VAT (or any tax in lieu of or in substitution of VAT).  Gekoglass VAT registration number: 420000583. Any defects or faults need to be reported to gekoglass within 48 hours, preferably in writing. All issues will be reviewed on a case by case basis. All Issues will be investigated as soon as possible. No refunds or replacements will be offered for items displaying any of the characteristics mentioned within these terms and conditions. Please note: currently we do not have a bricks and mortar store (as of July 2023 onwards).

Store Returns:

In the unlikely event of a store purchase return please read the following information. A hard copy or digital receipt must accompany any item being returned. This will have been printed, emailed or text to you when the item was purchased. Due to the handmade nature of our products and elements involved, we advise customers to visually inspect items prior to purchase. Glass in its nature will contain minor imperfections such as distortions and seeds. These are acceptable imperfections caused during the manufacturing process. Refunds/ replacements will not be offered due to such imperfections. All items made to order and/or personalised are non returnable due to the bespoke nature of the products, unless faulty. Any items returned broken or faulty will only be replaced on visual inspection and only if a fault with the item is the issue. Any damage caused by misuse of the product or improper care of the item will not be replaced or refunded, however a repair may be offered. Any refund/ replacement is at the discretion of gekoglass. This does not affect your statutory rights. Please note: currently we do not have a bricks and mortar store (as of July 2023 onwards).

Furniture:

geko@home brings you unique furniture, from us to the heart of your home. Combining high quality service and designs with highly professional products at an affordable price.

At geko@home, we pride ourselves in providing a reliable, trustworthy service, offering an exclusive service of delivery by our own in-house team. The designs we showcase will create character and individuality to your home, while adding high-end touches to your interiors.

Our service is quick, efficient and reliable, with your order arriving from our warehouses within 30 working days. It can be collected from our glass boutique in Scarborough or can be delivered to your home (subject to location).

Explore our range today! Follow us on Instagram, Facebook and Twitter for regular updates.

 

Prices: We reserve the right to change our product's prices at any time without notice. However, if you have ordered but not yet paid for a product, we will guarantee the price for 30 days from date of order.

Delivery: We aim to deliver all our items within 30 working days. You can enquire over the telephone before ordering for furniture availability and an estimated delivery date. Delivery areas: Scarborough, Filey, Bridlington, Driffield, Malton, York, Pickering, Whitby and the surrounding areas, at our discretion, please ask for further details. Delivery times: 9:00am - 9:00pm. Although the majority of deliveries are completed before 6pm it might take longer due to unforeseen traffic or delays. Delivery charges apply: £10.95 for all deliveries under £500.00.

We offer flexible delivery days and hours. Personalised deliveries are carried out only by the geko@home team as we don't use any courier services. You must ensure that access is suitable for the delivery of your goods, for example, doorways not too small, sufficient space to manoeuvre the product(s) through the house, road accessible to delivery vehicle.

We sell some large and heavy products that on health and safety grounds can only be delivered to the GROUND FLOOR level without lift access. If you require your items to be carried higher you need to contact us to see what is possible (depending on the item) and if any charge would be applicable. Usually we charge £10.95 per additional floor. We cannot deliver to an above ground level unless there is suitable lift access or prior agreement is made. We reserve the right to cancel any order if these conditions are not met.

Furniture terms and conditions: Our policy lasts 14 days only for all furniture. You can cancel your contract and return the items within 14 days of receipt, subject to the items being unused. You will be responsible for shipping charges for returning your items. Please note: We can collect the item from you at a £40 charge.

If a large item does not fit into a room, due to customer's measuring error and we have attended the property it will be classed as a return and the aforementioned £40 charge applies, which will be deducted from the refund if a cancellation occurs, as a result.

Refunds for furniture only: To be eligible for a refund, your items must be unused and in the same condition that you received it, meaning that you cannot return furniture that has been used. We encourage it to be in original packing, but like for like packing would be accepted. A digital receipt must accompany any item being returned. This will have been emailed or text to you when the item was purchased. 

Once your return is received and has been inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If items are not in resalable condition, we receive the right to deduct up to full price of sale from the anticipated refund. If you find any damages on items on delivery, photographs must be taken prior to use. You have 48 hours from delivery to report any damages or defects that you find to be eligible for refund. If approved, then your refund will be processed within a week.  Exchanges on furniture only: We only replace items if they are defective or damaged. Returns Shipping on furniture only: In the unlikely event you are returning your product, you should ship it to: gekoglass, 117 Prospect Road, Scarborough, YO12 7LF.

Gift Certificates:

All gift certificates are non-transferable, no cash can be refunded, theses certificates are not redeemable for cash. No replacements will be issued for lost or stolen gift certificates. These cannot be used when purchasing glass splashbacks, furniture or overlay lead designs. Gift certificates are valid for a maximum of six months (please check your certificate for expiry date). Please note: currently we do not have a bricks and mortar store therefore we are unable to accept any gift certificates (as of July 2023 onwards).

​Promotions/ offers:

Offer is valid for a limited time only (stated in the promotion). The offer is available in store at Gekoglass only. The discount will be applied at checkout with proof of offer. Offer applies to selected items only and cannot be used in conjunction with other multi purchase offers. Concessions excluded: glass splashbacks and overlay lead panels. Voucher/code cannot be used in conjunction with any other voucher, promotional code. Offer does not apply to delivery charges. Any refunds will take into account the discount. Gekoglass reserves the right to withdraw offers at any time. Gekoglass reserves the right to changes these terms and conditions on reasonable notice. 
Sorry, we are no longer accepting the Scarborough Gift Card (as of July 2023). 
Promoter: Gekoglass, 117 Prospect Road, Scarborough, YO12 7LF. 

Gekoglass March Madness offer 2023. This offer can only be redeemed if using a voucher from The Best Pages Magazine or quoting the code GEKO MARCH 2023 prior to any quotations being discussed and agreed. This offer is only valid from 1st to 31st March 2023. One voucher per household only. This offer only applies to UPVC window and door repairs. This offer excludes quotations for Double Glazing Unit Replacements (blown units), Overlay Lead Design Quotations, Glass Splashback Quotations and DOES NOT apply in store at all. This offer is capped at £500.00. All quotations are only valid for 30 days. Any attempts to misuse this offer, it will be withdrawn. Any refunds will take into account the discount. This offer can not be used by corporate clients. Gekoglass reserves the right to withdraw this offer at any time. Gekoglass reserves the right to changes these terms and conditions at any time. Promoter: Gekoglass, 117 Prospect Road, Scarborough, YO12 7LF. 

Tenth Birthday 10% Discount Offer April 2024: This offer is for a limited time only (April 1st to April 30th inclusive). This offer only applies to glass splashback quotations and cannot be used in conjunction with any other offer. This offer is capped at £2,000. All quotations are only valid for 30 days. Any attempts to misuse this offer, it will be withdrawn. Any refunds will take into account the discount. This offer cannot be used by corporate clients. Gekoglass reserves the right to withdraw this offer at any time. Gekoglass reserves the right to changes these terms and conditions at any time.

Promoter: Gekoglass, 117 Prospect Road, Scarborough, YO12 7LF. 

Collection/Delivery Information/Charges:

All collections should be made from gekoglass, 117 Prospect Road, Scarborough, YO12 7LF during business hours (Monday to Friday between 9.30am and 4pm). You will be notified by telephone when your item is ready to collect. 

If a product is available to purchase online, postage and/or carriage and packaging is charged in addition to the prices shown. The delivery and packing charge depends on the value and type of product ordered. For any bespoke order placed over the phone or via email that needs to be posted to the customer, the same charges are applied as the web site. All items are dispatched using Royal Mail. Each item is tracked and needs to be signed for on arrival. We make every effort to keep our delivery and packing charges as low as possible by using recycled materials and reusing packing materials as much as possible.

Complaints and Queries:

In the unlikely event that you are unhappy with any aspect of our service or if you have any queries or comments relating to an order placed; please contact us using one of the following methods and we will do all we can to assist you: telephone us on 01723 354937, email us gekoglassuk@gmail.com or write to us at gekoglass, 117 Prospect Road, Scarborough, YO12 7LF. All complaints will be dealt with in a timely manner. Any complaint can be initially given over the telephone; however no action will be taken by gekoglass until we have written confirmation either in letter form or via email. Please allow 20 working days for a written response from gekoglass. Please remember we are a husband and wife team trying to offer the best service we can. We are only human, we do make mistakes from time to time and we are not a huge corporate company with a team of lawyers! 
Due to the handmade nature of our products and elements involved, we advise customers to visually inspect items prior to purchase. Glass in its nature will contain minor imperfections such as distortions and seeds. These are acceptable imperfections caused during the manufacturing process. Refunds/ replacements will not be offered due to such imperfections. All items made to order and/or personalised are non returnable due to the bespoke nature of the products, unless faulty. Any returns must be agreed and authorised by us in writing before they can be accepted. Any items returned broken or faulty will only be replaced on visual inspection and only if a fault with the item is the issue. Any damage caused by misuse of the product or improper care of the item will not be replaced or refunded, however a repair may be offered. Any refund/ replacement is at the discretion of gekoglass. This does not affect your statutory rights. 

Website Terms of Use:

All the information on this web site is intended for guidance only. The web site is regularly updated. Products and prices are subject to change without notice. Reproduction of colour online is as accurate as photographic and electronic processes will allow. Colours appear very differently from computer to computer, both on the screen and when printed with different printers. Colour charts when viewed on the Internet, can only give an approximate indication of the actual colour of the glass. We have printed swatches available to order. Gekoglass.co.uk owns the copyright in all materials on this site including without limitation text, graphic and images. No part of this site (including images) may be reproduced or transmitted in any form or by any means.

Please visit the Privacy Policy page for information relating specifically to this website including information relating to cookies.

Recycling Pledge:

We are making changes to the way we do business with the environment in mind. All our glass and cardboard is now recycled at our local refuse centre. We no longer issue a paper receipt. This is because they are all printed on thermal paper and thermal paper is not recyclable. Instead, we can email or text you a receipt for your records. If you do really need a paper receipt, one can be printed on request.

Let’s all do our bit, small changes can make a huge difference to help save our beautiful planet. 

Heath and Safety:

We are committed to ensuring everyone is kept safe and healthy at all times. To ensure this, we have a written Health and Safety Policy in place with accompanying Risk Assessments. These can be viewed on request. 
To ensure the personal safety of our staff and clients, when booking appointments we require a full name, address, contact telephone number and email address (if one is available) from any potential client. If this information is not provided, we will be unable to secure an appointment in our diary system and therefore be unable to attend a property (even in an emergency). This is to protect the security and safety of our team. We hope you understand our position. If you are concerned about giving out your personal data, please read the United Kingdom General Data Protection Regulation (UK GDPR) 2019 section of our terms and conditions. 

We would also ask that you respect our staff at all times, this includes when we are out on site, on the telephone and at any other time. If customer behaviour is inappropriate at any time, we reserve the right to withdraw our products and services with no refund.

United Kingdom General Data Protection Regulation (UK GDPR) 2019:

All customer information is provided by you, the customer. You are free to visit our website without informing us who you are or providing any information about yourself. However, if you give us any personal information about yourself or others, to obtain more information or for us to contact you we promise to treat your information securely, honestly and lawfully. Gekoglass retain all customer information for a minimum of seven years. Once the time period has elapsed all data is destroyed in the appropriate manner. Customer details held by gekoglass are not shared with any other business or medium. We are committed to protecting your privacy. For information regarding cookies and other privacy related information, please see our separate Privacy Policy.  

We reserve the right to update these terms and conditions at any time.

These terms and conditions are governed in accordance with the laws of England & Wales.

Last updated March 2024.

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