Help & Information
Refund Policy
If you decide to cancel your order with us, you must let us know as soon as possible, and within 7 days at the latest. If the goods have been dispatched, we ask that you return them in their original packaging and in a re-saleable condition.
Cancellations must be in writing by post or by e-mail, quoting the Order Number. The goods must not have been used in any way. We will endeavour to pay the refund within 14 days of receipt of the returned goods and will make a deduction from the refund to cover the delivery costs.
Special order glass, ie; glass cut to customers specific requirements, is NON-REFUNDABLE.
Terms & Conditions
Product information is offered in good faith but should only be regarded as a guide. Whilst we endeavour to supply accurate information, some errors are possible. We suggest that if you are in doubt about your stove glass size, you contact us before making your purchase, to ensure that you make the right choice.
The Company shall not be held responsible for any harm caused by misuse of the product, and state that the product should only be used for the purpose for which it is intended; ie Woodstove Glass Replacement.
When placing an order with us, you are agreeing with these Terms and Conditions. Please note that we comply with the Distance Selling Regulations (DSR)
Delivery Information
Upon receipt of your order, we will send you an e-mail to confirm the details. We will endeavour to dispatch your order no later than the next working day.
Delivery of your order will be by Royal Mail 1st Class post if you are in the UK. Larger panels will be delivered by Parcel Force. Please ensure that you have correctly entered your address as the order form is used as the delivery label.
If you are in Europe we have a three day service to get your glass to you.
You will receive another e-mail informing you of dispatch and keeping you up to date on the status of your order.
All UK orders are despatched using first class post which we have found to be the most reliable service throughout the UK, Please note that this is not a garuanteed service! and, as with any carrier things can go wobbly from time to time! The Royal Mail will not declare a parcel lost until 15 working days from
despatch and consequently we cannot send a free of charge replacement until that time has lapsed.
Payment Information
All Internet payments are made through Worldpay, the Royal Bank of Scotlands secure payment system, under no circumstances should you e-mail your credit or debit card details to us, and we accept no responsibility for any misuse of details if given in this way.
Payment may also be made by cheque with order, cheques made payable to Donside Heating Supplies Ltd. and sent to Donside Road, Alford, Aberdeenshire, AB33 8WD.
Goods will not be dispatched until confirmed payment received.
Donside Heating Supplies do not retain your card details and your name and address details are not passed on to any other party.
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Our Promise To You
Unlike some of our competitors we deliver to the entire UK, not just selected regions - and not only that but the prices you see on the site include UK postage & packing and include suitable seals.
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Testimonials
Installed the glass successfully and everything is ‘A OK’. Thanks again for your service...I can use my stove again!!!
- Mike Hilton
Glass Calculator
If you aren't sure of your stove model or if you want glass cut to custom dimensions then why not let our calculating tool work it all out for you?
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