Returns & Warranty Policy

Effective date: 21 August 2026

This is a business-to-business supply policy, not a consumer returns policy. There is no cooling-off period and no return-for-any-reason window on production goods — mirrors are cut to size and finished to order, and a returned container of glass helps nobody. What this page does set out is how a genuine problem is reported, what evidence makes a claim work, how fast we respond, and what we do about it. It forms part of our Terms of Service.

1. On arrival — the three steps that decide a claim

1. Photograph the cartons or crate before opening, including any visible damage to the outer packaging and the shipping marks. Photograph the container interior before unloading if the seal or the load looks disturbed.
2. Note visible damage on the delivery receipt or the carrier's proof of delivery before signing. A clean signed receipt makes a carrier claim very difficult to recover, whichever of us is filing it.
3. Inspect and tell us within 7 days of arrival, and before installation. Once a mirror is on a wall it is no longer possible to establish whether a defect arrived with it.

2. Claim windows

Issue	Report within
Transit damage	7 days of arrival
Shortage, over-shipment or wrong item	7 days of arrival
Electrical product dead on arrival	30 days of arrival
Product not to the approved drawing or pre-production sample	30 days of arrival
Latent quality defect	Within the applicable warranty period, as soon as it appears

3. How to file

Email sales@mirrorwright.com with "Claim" and your PO number in the subject line, and include:

• PO number, model, and the quantity affected out of the quantity shipped
• Photographs of the outer carton, the shipping mark, and the fault itself — wide shot plus close-up
• The carton label or batch code, which tells us the production run
• For electrical faults: a short video of the fault, and the supply voltage at the site
• The delivery receipt where damage was noted, and the carrier's damage report if one was raised

Send the evidence in one message where you can. A claim assembled in one go is settled far faster than one that arrives in fragments over three weeks.

4. What we do, and how quickly

• We acknowledge within 2 working days.
• We give a decision within 10 working days of receiving complete evidence. If a claim needs to be traced back to a production run or a component supplier, we say so and give a date.
• Accepted claims are settled by replacement parts or replacement units shipped with your next order, by air freight where a site is affected and the schedule cannot wait, or by credit note where replacement makes no commercial sense.
• We do not ask you to ship broken glass back to China. Return of goods is required only where we specifically request it — normally for a technical fault we need to examine — and in that case we arrange and pay for the return.
• Do not dispose of damaged goods until the claim is settled, unless we confirm in writing that you may. Photographs plus a disposal confirmation is normally all we need.

5. Warranty

Covered	Period from bill of lading date
LED modules and drivers	3 years
Silvering failure	5 years
Black edge, copper-free range	10 years
Hardware, hinges, movements and finishes	2 years

Warranty covers the supply of replacement parts or units. It does not cover site labour, removal and reinstallation, scaffolding or access equipment, or third-party costs, unless we have accepted that exposure in writing for a specific project.

6. What is not covered

• Damage occurring after risk passed to you, where no note was made on the delivery receipt and no carrier claim was filed — on FOB, CFR and CIF, risk passes on loading. See the Shipping Policy, section 2.
• Damage caused during unloading, storage, handling or installation, including edge chipping from over-tightened fixings and cracking from an out-of-plane wall.
• Use outside the specified environment — for example a mirror not specified for steam or wet-room duty installed in one, or an IP-rated product installed outside its zone.
• Connection to the wrong supply voltage or frequency, and damage from an unstable or unearthed supply.
• Unauthorised repair or modification, and use of non-original drivers, transformers or components.
• Normal wear, and deterioration from abrasive or solvent cleaning agents.
• Variation within tolerance, and normal batch variation in hand-applied finishes, antiqued and tinted glass, and natural materials — see the Terms of Service, section 7.
• Anything that matches the approved drawing and approved pre-production sample. Approval sets the standard the goods are measured against.

7. Spare parts

Every order ships with a 3% free spare-parts kit covering the components most likely to be needed — drivers, touch switches, demister pads, bulbs and fixings. Use it first; for most single-unit faults that is faster than any claim process. Further spares are available at cost, and we hold component compatibility for the life of the range.

8. Cancelling or changing an order

• Before materials are cut: an order can be cancelled. The deposit is refunded less costs already incurred — components ordered in, artwork and tooling work done, and freight already booked.
• After materials are cut: the order cannot be cancelled. Glass is cut to size for your order and cannot be returned to stock.
• Custom orders after pre-production sample approval: not cancellable.
• Changes after drawing or sample approval are re-quoted and re-scheduled; material already cut is chargeable.
• If you need to hold a finished order at the factory, tell us — short holds are usually free; extended storage of a full container's volume is charged at cost.

9. If we cannot agree

Tell us plainly what outcome you are looking for; most claims in this trade are settled commercially rather than argued. Where a claim cannot be settled by discussion, the dispute route is set out in the Terms of Service, section 16.

10. Contact

Claims, warranty questions and spare-parts requests: sales@mirrorwright.com. We answer enquiries within 24 hours on working days.