Terms of sale

1. Who we are

Lucent Labs UK is a trading name of North Norfolk Glass Engravers, a general partnership. Address: 23 Buxton Road, North Walsham, Norfolk, NR28 0ED, United Kingdom. VAT registration number GB456131995. Email: trade@lucentlabs.uk.

In these terms, “we” and “us” means North Norfolk Glass Engravers trading as Lucent Labs UK, and “you” means the person or business placing the order.

If you need the name of an individual partner — for a purchase order, a supplier record or a credit application — just ask and we will send it.

2. How an order is made

Nothing on this website is a contract to sell. The order runs like this:

1. You send us an enquiry, an order request, or an email describing what you want.
2. We reply with a price and a digital mockup showing your design on the glass. This is free and puts you under no obligation.
3. You confirm the mockup and the price are right. This is the point at which the specification is agreed.
4. We send your invoice. A contract comes into existence when we receive payment, at which point we confirm the order and the expected dispatch date.
5. We engrave, check, pack and send.

We reserve the right to decline an order. If we do, we will say why and refund anything you have paid in full.

3. The approved mockup is the specification

The mockup you approve is what we make. Please check it properly — the spelling, the dates, the names, the size and the position. Once you have approved it, that is what will be engraved on every glass in the run.

We are not able to correct errors that were present in artwork you supplied and approved. If a mistake is ours — we engraved something other than what you approved — we will remake the order at our cost.

Changes before you approve the mockup are free and unlimited. Nobody has ever annoyed us by asking for another version. Changes after engraving has started may mean a new order.

4. Artwork and rights

By sending us artwork you confirm that you own it or have permission to use it, and that engraving it will not infringe anyone else’s trade mark, copyright or other rights. You agree to cover us against any claim that arises because that was not true.

We may decline to engrave artwork where we believe it infringes someone else’s rights, or where it is offensive or unlawful. This is not us being difficult; it is us not wanting a letter from somebody’s solicitor.

You keep all rights in your own artwork. We keep a copy so you can reorder without sending it again — see our privacy policy, and tell us if you would rather we deleted it.

We may photograph finished work and show it on this website or on social media. Tell us if you would rather we did not, and we will not.

5. Prices and VAT

Prices on this website are per glass and include VAT at the prevailing rate unless you have switched the display to exclude it. We are VAT registered and a VAT invoice is issued with every order.

Published prices cover a single engraved position on the front of a stock glass, with tissue wrapping, individual gift boxing and tracked delivery to a UK mainland address included. Wraparound and multi-position artwork, individual names across a set, non-stock glassware and unusually large designs are quoted separately.

We may change published prices at any time, but the price we confirm with your mockup is the price you pay for that order.

Goods delivered outside the UK are zero-rated for UK VAT. Any import VAT, duty or handling charge in the destination country is payable by you.

6. Payment

Payment is due in full once you have approved the mockup, before the order goes into production. We email a VAT invoice, payable online by card or by bank transfer, handled by Stripe. We do not take payment on this website and we never see or store your card details.

7. Delivery

Delivery terms, timings and what happens if something goes wrong are set out on the delivery and returns page, which forms part of these terms.

Any dispatch date we give is our honest best estimate. We confirm it with your mockup before you pay, and we will tell you promptly if anything changes. Time is not of the essence unless we have agreed a firm date with you in writing.

Risk in the goods passes to you on delivery. Ownership passes when we have received payment in full.

8. Cancellation and returns

If you are a consumer

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have 14 days to cancel an online order. That right does not apply to goods that are made to your specification or are clearly personalised, which is regulation 28(1)(b). Because every glass we engrave is made to your specification, you cannot cancel once you have approved the mockup and paid.

You can cancel free of charge at any point before you approve the mockup. Just tell us.

None of this affects your statutory rights if the goods are faulty, not as described, or not of satisfactory quality. Those rights are protected by the Consumer Rights Act 2015 and nothing in these terms limits them.

If you are a business

Business customers have no statutory right to cancel a bespoke order. Once you have approved the mockup and paid, the order is confirmed.

9. Faults and damage

If a glass arrives damaged, send us a photograph within 48 hours of delivery and we will replace it. There is nothing to send back and no return postage to pay. We ask for the photograph quickly because it tells us whether the parcel was damaged in transit, which we need to raise with the carrier while they will still consider it.

If the engraving is faulty, or the order is not what you approved, tell us and we will remake it at our cost.

Glass is fragile and it will break if dropped or knocked. Damage caused after delivery through use, accident, thermal shock or misuse is not covered — please read the care and safety guidance.

10. Natural variation

Glassware is a manufactured product and small variations in wall thickness, tiny bubbles and minor surface marks are a normal part of how glass is made. They are not faults. Colours and finishes shown on screen are indicative; engraving appears as a frosted mark whose exact appearance depends on the glass and the light.

11. Liability

If we fail to meet these terms we are responsible for loss or damage you suffer that is a foreseeable result of that failure. We are not responsible for loss or damage that is not foreseeable.

We do not exclude or limit our liability in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for breach of your legal rights in relation to the goods.

Where you are a business, we are not liable to you for any loss of profit, loss of business, business interruption or loss of business opportunity, and our total liability in connection with an order is limited to the amount you paid for that order.

12. Circumstances outside our control

We are not liable for delays caused by events outside our reasonable control, such as carrier failure, supplier shortages, equipment failure or severe weather. If one occurs we will contact you as soon as possible, and if the delay is substantial you may cancel and receive a refund of anything paid for goods not yet made.

13. Complaints

Email trade@lucentlabs.uk and we will do our best to sort it out. We are a small business and we would much rather fix a problem than argue about it.

14. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland you may also bring proceedings in your own country.

15. General

We may update these terms. The version that applies to your order is the one published when you approved your mockup. If a court finds part of these terms unlawful, the rest continues to apply. A delay in enforcing these terms is not a waiver of them.