Terms of service

Website Terms of Service

Effective date: 24 June 2026

These Website Terms of Service (“Terms”) apply to your use of the Glen Forge website and to purchases made through it.

Please read these Terms carefully before placing an order. By using our Website or placing an order, you agree to be bound by these Terms.

1. About Us

This Website is operated by Glen Forge Group Ltd, trading as Glen Forge (“Glen Forge”, “we”, “us” or “our”).

Company name: Glen Forge Group Ltd
Company number: SC892321
Registered office: Unit 4, Waverley Mall, Edinburgh, EH1 1BQ
Trading address: Unit 4, Waverley Mall, Edinburgh, EH1 1BQ
Email: info@glenforge.co.uk
Telephone: 0131 235 1288
VAT number:

In these Terms, “you” and “your” mean the person using the Website or placing an order with us.

2. About These Terms

These Terms apply to sales made through our Website to customers purchasing for personal use.

Separate terms may apply to wholesale, trade, corporate, marketplace or in-store purchases. Where separate terms have been agreed in writing, those terms will take priority.

We may update these Terms from time to time. The version published on the Website at the time you place your order will apply to that order.

3. Using Our Website

You may use our Website for lawful, personal and non-commercial purposes only.

You must not:

• use the Website in a way that breaches any law or regulation;

• attempt to gain unauthorised access to the Website, our systems or customer accounts;

• interfere with the Website’s security, functionality or availability;

• copy, reproduce, distribute or commercially exploit Website content without our written permission;

• use our name, branding, photography or intellectual property in a misleading or unauthorised way.

We may suspend, restrict or end access to the Website where we reasonably believe these Terms have been breached.

4. Product Information

We take care to ensure that product descriptions, measurements, prices and imagery are accurate. However, minor variations may occur.

Colours may appear differently depending on your device, screen settings and lighting. Natural materials, leather, waxed canvas, wood, fabrics and handmade elements may vary in tone, finish, texture or pattern. These variations are part of the character of the product and will not normally be considered faults.

We may update, withdraw or change products, product descriptions, pricing and availability at any time.

5. Prices and Availability

All prices shown on the Website are in pounds sterling (£).

Prices include VAT where applicable, unless clearly stated otherwise. Delivery charges, where applicable, will be shown at checkout before you submit your order.

We aim to ensure prices are correct, but mistakes can occasionally happen. If we discover a pricing or product-description error after you have ordered, we may contact you to give you the option of continuing at the correct price or cancelling your order. If we cannot contact you, we may cancel the order and issue a full refund.

Products are subject to availability. Adding an item to your basket does not reserve it.

6. Placing an Order

To place an order, follow the checkout process on the Website.

You are responsible for ensuring that all information provided is accurate, including your name, delivery address, email address and payment details.

After placing an order, you will receive an acknowledgement email. This confirms that we have received your order, but it does not mean that your order has been accepted.

A contract between you and Glen Forge is formed when we send you a dispatch confirmation email confirming that your order has been accepted and sent.

We may refuse or cancel an order before dispatch where we reasonably believe that:

• the product is unavailable;

• there has been a pricing, stock or description error;

• payment has not been authorised;

• the order appears fraudulent or unauthorised;

• you have provided inaccurate information;

• the order is for resale or commercial use without our agreement;

• accepting the order would breach applicable law.

Where we cancel an order before dispatch, we will refund any payment taken for that order.

7. Payment

We accept the payment methods displayed at checkout.

Payment must be received in full before we dispatch your order. Payment processing is handled by our approved payment providers. We do not store full card details.

By submitting payment details, you confirm that you are authorised to use the relevant payment method.

8. Delivery

We deliver to the locations shown on our Website at checkout.

Delivery times are estimates unless we have specifically agreed a delivery date with you. We will deliver your goods without undue delay and, unless otherwise agreed, within 30 days of the date the contract is formed.

Delivery costs and available delivery options will be displayed before you place your order.

Your order will be delivered to the address provided during checkout. Please ensure that the address is complete and accurate. We cannot accept responsibility for delays or losses caused by incorrect delivery details provided by you.

The goods remain our responsibility until they are delivered into your physical possession, or the possession of a person nominated by you.

If your order is delayed, lost or damaged in transit, please contact us as soon as possible at info@glenforge.co.uk.

9. Your Right to Cancel an Online Order

If you are a consumer buying online, you normally have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.

To cancel, you must clearly tell us that you wish to cancel. You can email us at info@glenforge.co.uk.

You must return the goods to us within 14 days of telling us that you wish to cancel.

Unless the item is faulty, incorrect or not as described, you are responsible for the direct cost of returning the goods.

We recommend using a tracked postal service and keeping proof of postage, as you remain responsible for the goods until they reach us.

10. Returns and Refunds

For cancelled online orders, we will refund the price paid for the goods and the standard delivery charge paid for the order, where applicable.

We do not have to refund any additional cost you chose for an enhanced or premium delivery service.

We may reduce a refund where the value of goods has been reduced because they have been handled more than necessary to inspect them as you would in a shop.

We will issue refunds using the original payment method unless we agree otherwise.

We will make the refund within 14 days of receiving the returned goods, or receiving evidence that you have sent the goods back, whichever happens first.

Returned goods should be sent to:

Glen Forge Returns
Unit 4, Waverley Market,

3 Waverley Bridge,

Edinburgh EH1 1BQ

Nothing in this section affects your legal rights if goods are faulty, damaged, not as described or otherwise do not meet consumer law requirements.

11. Items Excluded from the Right to Cancel

Your legal right to cancel may not apply to:

• personalised, engraved, bespoke or made-to-order items created to your specifications;

• sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery;

• goods that have been mixed inseparably with other items after delivery;

• any other items that are legally excluded from cancellation rights.

This does not affect your rights where an item is faulty, damaged, incorrectly supplied or not as described.

12. Faulty, Damaged or Incorrect Goods

We want you to be pleased with your Glen Forge purchase.

If you believe an item is faulty, damaged, incorrect or not as described, please contact us promptly at info@glenforge.co.uk with your order number, a description of the issue and photographs where possible.

We may ask you to return the item for inspection. Where a fault is confirmed, we will provide the appropriate remedy in line with your legal rights, which may include a repair, replacement or refund.

Nothing in these Terms limits or excludes your statutory rights.

13. Promotions, Discount Codes and Offers

Promotions, discount codes and special offers are subject to availability and may be withdrawn or changed at any time.

Unless stated otherwise:

• discount codes must be entered at checkout;

• only one discount code may be used per order;

• discount codes cannot be exchanged for cash;

• discount codes cannot be applied retrospectively after an order has been placed;

• promotions may exclude selected products, delivery charges, gift cards, sale items or limited-edition products;

• we may cancel or refuse an order where a promotion has been used incorrectly, fraudulently or contrary to its stated terms.

Any additional terms shown alongside a promotion form part of these Terms.

14. Accounts and Passwords

When you create an account with us, you are responsible for maintaining the confidentiality of your password and account details.

You must tell us promptly if you believe someone has accessed your account without permission.

We may suspend or close accounts where we reasonably believe there has been fraudulent activity, misuse or a breach of these Terms.

15. Intellectual Property

All content on the Website, including the Glen Forge name, logos, product designs, photography, text, graphics, videos, trademarks and other materials, belongs to Glen Forge Group Ltd or its licensors.

You may view and print Website content for personal use only. You must not reproduce, adapt, distribute, publish or use our content for commercial purposes without our prior written permission.

16. Reviews and Customer Content

Where you submit a review, photograph, testimonial, comment or other content to us, you confirm that:

• the content is accurate and genuinely reflects your experience;

• you own the content or have permission to share it;

• it does not infringe another person’s rights;

• it is not unlawful, abusive, defamatory, misleading or offensive.

You grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce, publish and share that content for marketing, social media, Website and promotional purposes.

We may remove content that we reasonably believe breaches these Terms or is inappropriate.

17. Privacy and Cookies

We take privacy seriously. Our collection and use of personal information is explained in our Privacy Policy.

Our use of cookies and similar technologies is explained in our Cookie Policy.

Please read these policies alongside these Terms.

18. Links to Other Websites

Our Website may contain links to third-party websites, services or social-media platforms. These links are provided for convenience only.

We are not responsible for the content, availability, security, policies or practices of third-party websites. Your use of third-party sites is at your own risk and subject to their own terms and policies.

19. Our Liability

Nothing in these Terms limits or excludes our liability for:

• death or personal injury caused by our negligence;

• fraud or fraudulent misrepresentation;

• breach of your legal rights in relation to products;

• any other liability that cannot legally be limited or excluded.

Subject to the above, we are not responsible for losses that were not foreseeable, losses caused by events outside our reasonable control, or losses arising from your misuse of a product or failure to follow product-care instructions.

We supply products for domestic and private use. We are not liable for business losses, including loss of profit, loss of business, business interruption or loss of business opportunity.

20. Events Outside Our Control

We are not responsible for delays or failures caused by events outside our reasonable control, including severe weather, fire, flooding, strikes, transport disruption, supplier failure, cyber incidents, governmental action, public-health emergencies or other events beyond our reasonable control.

Where this happens, we will take reasonable steps to minimise the effect on your order and keep you informed where practical.

21. Complaints

We aim to resolve concerns fairly and quickly.

Please contact us first at:

Email: info@glenforge.co.uk
Postal address: Unit 4, Waverley Market, 3 Waverley Bridge, Edinburgh EH1 1BQ

Please include your order number and as much relevant information as possible.

22. Governing Law

These Terms are governed by the law of Scotland.

Any dispute will be subject to the jurisdiction of the Scottish courts, except where you are a consumer living elsewhere in the United Kingdom and applicable law gives you the right to bring proceedings in your local courts.

23. General

If any part of these Terms is found to be invalid or unenforceable, the remaining sections will continue in full force.

Our failure to enforce any right or provision in these Terms does not mean that we waive that right.

No person other than Glen Forge Group Ltd has the right to enforce these Terms.