STANDARD TERMS AND CONDITIONS OF SALE

Last Updated: 20th September 2026

These Terms and Conditions apply to purchases made from The Whybrow Workshop, including purchases made through our website at thewwshop.co.uk and bespoke commissions agreed with us.

Please read these Terms before placing an order. By placing an order with us, you agree to be bound by the Terms that apply to that order.

Nothing in these Terms affects any rights you have under applicable consumer law.

1. About us

The Whybrow Workshop is operated by Tracy Whybrow, a sole trader trading as The Whybrow Workshop.

Correspondence address:

The Whybrow Workshop
Unit 172911
PO Box 7169
Poole
BH15 9EL
United Kingdom

Email: [email protected]

You can also contact us using the contact form at:

https://thewwshop.co.uk/contactus

Our physical return address is not published on the website. If you need to return an item, please contact us first and we will provide the appropriate return instructions and address.

We are not currently registered for VAT.

2. Who these Terms apply to

These Terms apply to customers purchasing goods from The Whybrow Workshop.

They cover:

• products that have already been made;
• products made to one of our existing or standard designs after an order is placed; and
• bespoke or personalised commissions made specifically to an agreed customer specification.

Different cancellation rules may apply to bespoke or personalised commissions. These are explained below.

3. Our products

Our products are handmade. Stained glass, solder, lead, copper foil and other handmade materials naturally vary.

Individual pieces may therefore contain differences in:

• glass texture;
• colour and shade;
• transparency or opacity;
• bubbles, ripples or other characteristics of glass;
• grain or pattern positioning;
• solder lines;
• dimensions within reasonable handmade tolerances; and
• other features resulting from the handmade manufacturing process.

These characteristics are not necessarily defects.

We aim to represent products accurately through photographs, descriptions and measurements. Colours may nevertheless appear differently depending on lighting, photography, screens and the availability of particular glass.

Products made from an existing design

Some products shown on our website may originally have been photographed using the first example that we made.

If that particular piece has already been sold, we may make another example of the same design to fulfil your order.

Because each item is handmade, the piece you receive may not be identical to the photographs.

We will aim to use the same or closely comparable colours and materials. If material availability means there would be a significant difference from the advertised product, we will contact you before proceeding where reasonably possible.

A product does not become a bespoke commission merely because we make a new example of one of our normal designs after receiving your order.

4. Product availability

All products are subject to availability.

We may withdraw or discontinue a product at any time.

If we are unable to supply an item after you have placed an order, for example because suitable materials are no longer available, we will contact you and offer an appropriate alternative where possible.

You do not have to accept an alternative. If we cannot fulfil your order as agreed and no alternative is accepted, we will cancel the affected item and refund any amount you have paid for it.

5. Placing an order

Our website is operated using Odoo.

When you place an order through the website, you are making an offer to purchase the goods shown in your order.

You will normally receive an electronic acknowledgement after placing your order. An automated acknowledgement that we have received your order does not necessarily mean that we have accepted it.

A contract between you and The Whybrow Workshop is formed when we accept your order, which may occur when we send an order confirmation, begin fulfilling the order, or otherwise expressly confirm acceptance.

We reserve the right to decline an order before acceptance. Examples may include an obvious pricing error, inability to obtain suitable materials, suspected fraud, payment problems, delivery restrictions or circumstances in which fulfilling the order would be unlawful.

6. Prices

The price payable is the price displayed or otherwise agreed when the order is placed, subject to correction of obvious errors.

The Whybrow Workshop is not currently VAT registered, so VAT is not added to our prices.

Delivery charges and any other applicable charges will be shown separately where appropriate before you complete your purchase.

For bespoke commissions, the agreed price will be set out in your quotation.

7. Payment

Payment methods available through the website may include:

• debit or credit card;
• PayPal;
• Klarna;
• Clearpay;
• Google Pay; and
• any other payment method made available at checkout.

Payment services may be provided by Stripe and other third-party payment providers. Additional terms imposed by a payment provider may apply to your use of its service.

Where Klarna, Clearpay or another instalment or credit facility is used, your agreement with that provider is separate from your purchase contract with The Whybrow Workshop.

For some commissions or other agreed purchases, we may also accept payment by invoice or bank transfer.

We do not normally dispatch goods until all amounts due to us for the relevant order have been paid.

8. Delivery

Available delivery options and charges will be shown during checkout where applicable.

For normal website products, we generally aim to dispatch available items within 2 to 3 business days, unless another timescale is stated on the product page or during checkout.

For UK standard delivery, delivery will generally be expected within approximately 3 to 5 business days, although this is an estimate rather than a guaranteed delivery date unless we expressly agree otherwise.

International delivery times vary depending on the destination, postal or courier service, customs procedures and other circumstances outside our direct control.

We may use different postal or courier services depending on the item, destination, value, size and availability. We do not guarantee that a particular courier will be used unless expressly agreed with you.

Any delivery estimate provided by us is an estimate unless expressly stated to be guaranteed.

Nothing in this section limits any statutory rights you may have relating to delivery.

9. International orders

Where international delivery is available, the customer is responsible for ensuring that the goods can lawfully be imported into the destination country.

Orders delivered outside the United Kingdom may be subject to:

• import duties;
• customs charges;
• local taxes;
• handling or clearance charges; or
• other charges imposed by authorities or delivery providers in the destination country.

Unless expressly stated otherwise at checkout, these charges are not included in the price paid to The Whybrow Workshop and are the responsibility of the recipient.

We are not responsible for delays caused by customs authorities or import procedures that are outside our reasonable control.

10. Collection

Collection may occasionally be possible by prior arrangement.

If you wish to collect an order, please contact us before placing the order so that alternative arrangements can be agreed.

Collection is not available on a walk-in basis and our correspondence address is not a collection location.

11. Your right to cancel standard online purchases

Where you are a consumer purchasing a standard product at a distance, you will normally have a statutory right to change your mind.

Unless an exception applies, you may tell us that you wish to cancel your purchase within 14 days after the day on which you receive the goods.

After notifying us that you wish to cancel, you normally have a further 14 days in which to return the goods.

You do not need to give us a reason for exercising this statutory cancellation right.

To cancel, contact us using our contact form or email address and clearly tell us that you wish to cancel the contract.

We will provide return instructions and the appropriate return address.

Return postage for change-of-mind returns

Unless the goods are faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning goods when you exercise your change-of-mind cancellation right.

We recommend using suitable packaging and a tracked or otherwise appropriate delivery service because stained glass is fragile.

Refunds

Where you validly exercise your statutory cancellation right, we will refund the amounts required by law.

This will normally include the price of the returned goods and the cost of our least expensive standard outbound delivery option, where applicable.

If you selected a more expensive delivery option, we are not required to refund the additional amount above our standard delivery charge.

We will make the refund within the period required by law, normally no later than 14 days after we receive the returned goods or, where applicable, acceptable evidence that you have sent them back.

We may make a lawful deduction if the value of the goods has been reduced because you handled them more than would reasonably be permitted when examining an item in a shop.

12. Bespoke and personalised goods

The statutory change-of-mind cancellation right that applies to many online purchases does not normally apply to goods that are made to a customer's specification or are clearly personalised.

This may include stained-glass pieces designed or substantially adapted specifically for you.

This exception does not affect your rights if the goods are faulty, damaged, not as described or otherwise fail to meet the requirements of consumer law.

13. Bespoke commission process

A commission enquiry does not oblige us to provide a quotation or accept the project.

We may decline a commission for any reasonable commercial, practical, legal or artistic reason. This may include projects that are unusually complex, outside our available techniques or materials, impractical to manufacture safely, or unable to be completed within the requested timescale.

Where we are willing to proceed, we will normally provide a quotation setting out relevant details such as:

• the proposed design;
• approximate dimensions;
• price;
• deposit requirements;
• estimated lead time;
• material or design details; and
• any other important conditions specific to the commission.

A design or design proposal may accompany the quotation.

You should check the quotation and proposed design carefully.

Your acceptance of the quotation and design confirms that you wish us to proceed on the basis described.

14. Commission deposits and cancellation

The amount of any deposit will vary depending on the commission and will be stated in the quotation.

Before a deposit has been paid

Unless we have expressly agreed otherwise, you may withdraw from a proposed commission before paying the required deposit without charge.

Within 24 hours after paying a deposit

As an additional contractual cancellation right offered by The Whybrow Workshop, you may cancel a commission within 24 hours after paying the deposit and receive a full refund of that deposit.

This 24-hour cancellation period is an additional right offered by us and does not replace any statutory rights that may apply.

Cancellation after the 24-hour period

If you cancel after the 24-hour cancellation period, we may retain from your deposit an amount that reasonably reflects the direct losses we have actually incurred because of your cancellation.

This may include, where applicable:

• materials purchased specifically for your commission that cannot reasonably be reused or returned;
• non-refundable supplier costs incurred specifically for the commission;
• reasonable design or preparation work already carried out;
• work already undertaken in manufacturing the piece; and
• other reasonable direct costs resulting from the cancellation.

We will take reasonable steps to reduce our losses where possible.

We will not retain more than is reasonably necessary to compensate us for our actual direct losses arising from the cancellation.

If the deposit exceeds those losses, we will refund the remaining balance.

For example, if a £50 deposit has been paid and £30 has reasonably and irrecoverably been spent on materials specifically for the cancelled commission, we may retain £30 and refund the remaining £20, subject to any other reasonable direct costs or amounts that can reasonably be recovered or mitigated.

Where reasonably requested, we will explain how any amount retained has been calculated.

15. Changes to commissioned designs

Minor alterations requested during the quotation and design stage may be accommodated without additional charge at our discretion.

Significant changes, repeated redesign requests, changes requested after work has begun, or changes requiring different materials or substantially more work may result in an additional charge.

Where reasonably possible, we will tell you about any additional charge before carrying out the additional work.

A significant change may also affect the estimated completion date.

16. Final payment for commissions

Unless otherwise agreed in writing, the full remaining balance for a bespoke commission must be paid before the finished item is dispatched or released for collection.

We may withhold dispatch or collection until cleared payment has been received.

17. Damaged goods

We package our products carefully, but stained glass is inherently fragile and goods can occasionally be damaged during transport.

If your order arrives damaged, please contact us as soon as reasonably possible.

Where possible, please provide:

• photographs of the damaged item;
• photographs of the external packaging;
• photographs of the internal packaging; and
• details of any visible damage to the parcel.

Ideally, please contact us within 48 hours of delivery. This helps us investigate the damage promptly and may assist us in making a claim against the relevant carrier.

The 48-hour request is not a condition of your statutory rights. Failing to contact us within 48 hours does not remove rights you may have under consumer law.

Depending on the circumstances, we may arrange an appropriate remedy such as a repair, replacement, refund or another solution agreed with you.

Please do not return a damaged item before contacting us unless we tell you to do so.

If a return is required because an item is faulty, damaged, incorrect or otherwise does not conform to the contract, contact us so that appropriate return arrangements can be made.

18. Faulty, incorrect or misdescribed goods

Goods supplied by us must meet the standards required by applicable consumer law.

Nothing in these Terms excludes or limits your rights in relation to goods that are:

• faulty;
• not of satisfactory quality;
• not as described; or
• otherwise not compliant with the contract.

If you believe there is a problem with an item, please contact us so that we can investigate and provide the remedy required by law.

Natural handmade variations of the kind described in section 3 will not, by themselves, mean that a product is faulty or misdescribed where the item remains consistent with its description and the nature of handmade stained glass.

19. Returning goods

Before returning an item, please contact us for the correct return address and instructions.

Our PO Box correspondence address should not be used for product returns unless we specifically tell you to use it.

You are responsible for packaging returned goods appropriately.

Where you are returning an item simply because you have changed your mind, you are responsible for the return postage costs.

Where goods are being returned because they are faulty, damaged, incorrect or not as described, please contact us before arranging postage so that appropriate return arrangements can be agreed.

20. Care, hanging and use of stained-glass products

Stained glass is made from glass and should be handled with appropriate care.

Customers are responsible for choosing an appropriate location and method for displaying or hanging an item and for ensuring that any hook, fixing, chain, surface or supporting structure used is suitable for the item's weight and intended use.

The Whybrow Workshop is not responsible for damage caused by:

• dropping or knocking an item;
• incorrect handling;
• misuse;
• using unsuitable fixings or supports;
• failing to secure an item appropriately;
• alterations or repairs performed by the customer or another person;
• accidental damage occurring after delivery; or
• normal wear resulting from use.

This does not exclude responsibility where loss or damage is caused by our breach of contract, negligence, defective goods, or another matter for which liability cannot lawfully be excluded.

If glass becomes cracked or broken, care should be taken when handling it because broken glass may cause injury.

21. Ownership and risk

Responsibility for goods will pass to you at the point provided by applicable consumer law, normally when the goods come into your physical possession or the possession of a person you have nominated to receive them.

Ownership of goods will not pass to you until we have received payment in full.

22. Intellectual property in our designs

Purchasing a physical item from The Whybrow Workshop does not automatically transfer intellectual property rights in the design of that item.

Where an original design, drawing, pattern or other creative work has been created by Tracy Whybrow or The Whybrow Workshop, and the relevant intellectual property rights belong to us, those rights remain ours unless we expressly agree to transfer them in writing.

This means that the customer purchases the physical stained-glass item, not the underlying copyright or other intellectual property rights in an original design.

We may therefore use our own original designs again, including producing related or similar pieces, unless we have expressly agreed otherwise in writing.

This section does not claim ownership of copyright, trade marks or other rights belonging to another person.

Where a design incorporates material belonging to a third party, that intellectual property remains subject to the rights of its respective owner.

23. Customer-supplied designs and reference material

If you provide us with a photograph, drawing, logo, character, illustration, design or other material and ask us to reproduce, adapt or incorporate it into a commission, you confirm that you have the rights or permissions reasonably necessary for us to use that material for the requested purpose.

You must not knowingly ask us to reproduce material in a way that infringes another person's copyright, trade mark or other intellectual property rights.

We may ask for evidence of permission where appropriate.

We may refuse a commission if we reasonably believe that making the requested item could infringe another person's rights.

You remain responsible for material supplied by you and for obtaining any permission necessary for the use you have requested.

24. Designs and images found online

The fact that an image, pattern, character, illustration or other design is available online does not necessarily mean that it is free to copy or use commercially.

We may therefore decline to reproduce a design found online where we do not have sufficient confidence that it can lawfully be used.

Where necessary, we may ask you to select an alternative design, obtain permission from the rights holder, or commission an original interpretation that does not infringe third-party rights.

25. Photography and portfolio use

Unless we agree otherwise, we may photograph work created by The Whybrow Workshop and use those photographs for legitimate business purposes, including:

• our website;
• our portfolio;
• social media;
• marketing materials;
• exhibitions or examples of our work; and
• demonstrating our techniques and previous projects.

We will not intentionally publish a customer's private contact details as part of this use.

Where a commission contains an identifiable person, sensitive personal information or other material for which additional permission is legally required, we will deal with publication appropriately and in accordance with applicable privacy and data-protection requirements.

Private commissions

If you require a commission to remain confidential and do not want us to display or publish photographs of the finished work, please tell us before accepting the quotation.

We may agree to confidentiality as part of the commission.

Where confidentiality affects the commercial terms of the project, any additional charge will be stated in the quotation before you commit to the commission.

Once confidentiality has been expressly agreed in writing, we will comply with the agreed restriction.

26. Promotions, discount codes and gift vouchers

We may occasionally offer promotions, discount codes, gift vouchers, gift cards or other special offers.

Additional terms may apply to a particular promotion and will be provided with that offer where appropriate.

Unless otherwise stated:

• discount codes cannot be exchanged for cash;
• only one discount code may be used per order;
• promotions may have an expiry date;
• discounts may exclude certain products or bespoke commissions;
• a promotion cannot normally be applied retrospectively to an order already placed; and
• we may withdraw a promotion before an order is placed.

Any statutory rights relating to purchases made using a promotion or gift voucher remain unaffected.

27. Customers under 18

We do not impose a general minimum age of 18 for purchasing ordinary products from our website.

However, if you are under 18, you should only place an order where you are legally able to do so and, where appropriate, with the permission of a parent or guardian.

You must not use another person's debit card, credit card, payment account or other payment method without the account holder's permission.

If we reasonably believe that a payment method has been used without permission, we may suspend or cancel the order while the matter is investigated.

28. Website information and errors

We take reasonable care to ensure that descriptions, prices, dimensions, photographs and other information on our website are accurate.

Occasional errors may nevertheless occur.

If we discover an obvious error affecting an order before it has been accepted or fulfilled, we will contact you as soon as reasonably possible.

We will not deliberately rely on an obvious pricing or description error where it would be unreasonable to do so.

29. Events outside our reasonable control

We are not responsible for delay or failure to perform obligations where this results from circumstances outside our reasonable control.

Examples may include severe weather, transport disruption, postal or courier interruption, fire, flood, power or internet failures, supplier disruption, material shortages, customs delays or other events that we could not reasonably avoid.

Where such an event significantly affects your order, we will take reasonable steps to minimise disruption and keep you informed where appropriate.

Your statutory rights remain unaffected.

30. Our responsibility to you

We are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was made.

If you purchase as a consumer, we do not exclude or limit liability where it would be unlawful to do so.

In particular, nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• faulty or misdescribed goods where liability cannot legally be excluded;
• breach of your statutory consumer rights; or
• any other liability that cannot lawfully be excluded or restricted.

Our products are supplied primarily for private and domestic use. If you purchase an item for business or commercial purposes, different legal considerations may apply.

31. Complaints

We want to resolve genuine problems fairly.

If you have a complaint about an order, product or commission, please contact us using:

https://thewwshop.co.uk/contactus

or email:

[email protected]

Please include your name, order or quotation number where applicable, and enough information for us to understand the issue.

We will do our best to investigate and resolve the complaint reasonably.

32. Personal information

We process personal information in accordance with our Privacy Policy and applicable data-protection law.

Please refer to the Privacy Policy published on our website for further information about how personal information is collected, used and retained.

33. Changes to these Terms

We may update these Terms from time to time, for example to reflect changes to our business, website, products, payment methods or applicable law.

The Terms that apply to an order will normally be those in force when the relevant contract is formed.

Changes made after your order has been accepted will not retrospectively alter that contract unless the change is required by law or expressly agreed with you.

34. If part of these Terms is invalid

Each section of these Terms operates separately.

If a court or other competent authority decides that any provision is unlawful or unenforceable, the remaining provisions will continue to apply.

35. No waiver

If we do not immediately enforce a right under these Terms, this does not mean that we have given up that right.

36. Governing law and jurisdiction

These Terms and contracts made under them are governed by the laws of England and Wales.

If you are a consumer living elsewhere in the United Kingdom or another country, you may also benefit from mandatory consumer protections provided by the law of the country in which you live. Nothing in these Terms is intended to remove rights that applicable law does not allow you to waive.

Any dispute may be dealt with by the courts having jurisdiction under applicable consumer law.