Our Privacy Policy

We (R. Mitchell (Glass) Limited) are committed to protecting your privacy during your visits to Mitchell Glass websites and recognise our responsibility to keep the information you provide to us confidential at all times.

We protect your personal information on the Internet to an equivalent high standard to that you experience through any other channels through which we may interact with you, such as our showrooms, showsites, home visits or on the telephone.


A 'cookie' is information that a website stores on your computer so that it can remember something about you at a later time. Cookies are commonly used on the Internet and do not harm your system.

The cookies used on Mitchell Glass websites do not include any information that others could read and understand about you, such as your name or contact details.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

This practice is strictly adhered to. We know that people have concerns about cookies, but we believe that the benefit we both gain from their proper use is worthwhile. You may set your web browser (Microsoft Internet Explorer or Netscape Navigator) to notify you of cookie placement requests or decline cookies completely. You can delete the files that contain cookies - those files are stored as part of your Internet browser.

Enquiry Information

When you apply for a product or service on the Mitchell Glass website, you will be asked for personal information that is needed to process your application.

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • Our representatives will follow up your specific request, either by e-mail, phone or mail, as part of our customer care procedures.
  • We may periodically send targeted and relevant promotional information about products you have specifically enquired about (and therefore demonstrated an intent to purchase) from Mitchell Glass. This may include special offers or other information which we think may help you to achieve your home improvement objectives, using the contact details you provided by requesting information from us.
  • You have the right to request that no further marketing information is sent to you, and we will always provide a clear option to do this on every communication.

For your protection we will also:

  • Not hold more information about you than is required for the purposes for which it is being processed.
  • Your information will not be held for longer than two years if you have enquired only (and not purchased from Mitchell Glass).
  • If you are a customer who has made a purchase from Mitchell Glass, we are required as a minimum to hold your customer data for the lifetime of the warranty on your purchase (up to 10 years) and unless you request for your information to be removed, we will continue to hold your data on our system for up to 40 years. This is because the data we hold will be relevant should you wish to update your home improvements in the future and we may require the original/specific details of your installation.
  • Take reasonable endeavours to ensure that any information about you is accurate and kept up to date.
  • Process your information in accordance with your rights under the General Data Protection Regulation (GDPR) 2018.
  • Mitchell Glass is part of the Conservatory Outlet Network of retailers (a network of independent retailers who exclusively sell the Conservatory Outlet Limited range of manufactured products). In the unlikely event that Mitchell Glass is unable to service your request (for example, due to geographic restrictions), then your data may be shared with another retailer from within the Conservatory Outlet Network who is able to service your postcode area. When you provide your personal information for us to process your request, your data will remain within the Conservatory Outlet Network only, and any party from within the Network that is unable to service your request will delete your personal information within seven days. Click here to view the full list of Conservatory Outlet retailers and their geographical locations.

Other Websites

We do not have any control over the websites of any other company outside Mitchell Glass. If you click on a link on our site that takes you to another website we cannot be held responsible for your privacy when you are on that website.

Use of Website

  • The information provided on this website or in any communication containing a link to this site is for personal use and information purposes only and is not intended for distribution to, or use by, any person or entity in any jurisdiction in any country where such distribution or use would be contrary to law or regulation or which would subject any member / dealer of Mitchell Glass to any registration requirement within such jurisdiction. Where any opinions are expressed on this website, they are provided by Mitchell Glass for personal use and for information purposes only.
  • Unless otherwise stated on the product pages, the services and products on this website are intended for use by residents of the United Kingdom only, and are not aimed at or intended for use by residents of any other jurisdiction.
  • Where any information on this website constitutes a financial promotion it is issued and approved for publication and distribution in the United Kingdom only.
  • The information you provide on our online forms will be used to process your request quickly and accurately. This information will not be shared with any third parties beyond the Conservatory Outlet Network, as detailed above.

Your Individual Rights

Under the General Data Protection Regulation (GDPR) 2018 ‘Right for Information’ – you are entitled at any time to:

  • be informed about the processing of your personal data
  • rectification if your personal data is inaccurate or incomplete (requests to amend data will be processed within one month)
  • access to your personal data and supplementary information, and the right to confirmation that your personal data is being processed
  • be forgotten by having your personal data deleted or removed on request where there is no compelling reason for Mitchell Glass to continue to process it (requests to have your data deleted will be processed within one month)
  • restrict processing of your personal data
  • data portability of your personal data for your own purposes
  • object to the processing of your personal data for direct marketing, scientific or historical research, or statistical purposes. You have the right to ‘opt out’ of receiving any marketing or promotional material from Mitchell Glass at any time.

Please visit https://ico.org.uk/for-the-public/ for more information regarding your personal data protection rights.

Your right to lodge a complaint

The Data Protection lead for Mitchell Glass is Susan Roden. Please contact Susan Roden in writing (using the address below) with any enquiries relating to the collection, storage, transfer or deletion of your personal data collected via this website.

R Mitchell (Glass) Limited
Currie Road, Galashiels
Scotland TD1 2BP

Exclusion of Liability

These 'Exclusion of Liability' provisions should be read carefully as they exclude or limit our legal liability in connection with your use of this website. Nothing in these terms and conditions and in particular within the 'Exclusion of Liability' clauses shall attempt to exclude liability that is not permissible to exclude under applicable law, including without limitation, for fraudulent misrepresentation.

While we have taken all reasonable steps to ensure the accuracy and completeness of the content of the website, we exclude any warranties, undertakings or representations (either express or implied) to the full extent permitted under applicable law, that the website or (including without limitation) all or any part of the content or materials, accuracy, availability or completeness of the content of the website or any part of the content or materials, are appropriate or available for use either in the United Kingdom.

Access to and use of this website is at the user's own risk and we do not warrant that the use of this website or any material downloaded from it will not cause damage to any property, or otherwise minimise or eliminate the inherent risks of the internet including but not limited to loss of data, computer virus infection, spyware, malicious software, trojans and worms. Also, we accept no liability in respect of losses or damages arising out of changes made to the content of this website by unauthorised third parties.

To provide increased value to users of this website, we may provide links to other websites or resources (that are not part of Mitchell Glass) for you to access at your sole discretion. You acknowledge and agree that, as you have chosen to enter the linked website we are not responsible for the availability of such external sites or resources, and that we do not review or endorse and shall not be responsible or liable, directly or indirectly, for (i) the privacy practices of such websites, (ii) the content of such websites, including (without limitation) any advertising, content, products, goods or other materials or services on or available from such websites or resources or (iii) the use that others make of these websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such advertising, content, products, goods or other materials or services available on such external websites or resources.

Personal Data

By agreeing to be bound by these terms and conditions, you are agreeing to be bound by our Privacy Policy.


© Mitchell Glass. All rights, save as expressly granted, are reserved. Reproduction in any form of any part of the contents of this website without our prior written consent is prohibited.

The trademarks, logos, images, photographs and service marks ("Marks") displayed on this website are the property of Mitchell Glass or other third parties. Users are not permitted to use these Marks without the prior written consent of Mitchell Glass or such third party which may own the Mark.

Changes to this Website

The contents of this website, including these terms and conditions of use, are subject to change by us without notification. Additionally Mitchell Glass shall not be obliged to remove any outdated information from the website or to expressly mark it as being outdated.

Telephone Calls

Calls may be recorded for training and/or monitoring purposes. You have the right to request for any call not to be recorded at any time.

Internet Communications
In order to maintain the security of its systems, protect its staff and detect fraud and other crimes, Mitchell Glass reserves the right to monitor all internet communications, including web and email traffic, into and out of its domains. Monitoring includes (without limitation) checks for viruses and other malignant code, and use or content that is unauthorised or unlawful or material that may cause offence in any way.



In the event that any provision of these terms and conditions of use of this website is held unenforceable, it will not affect the validity and enforceability of the remaining provisions.

Governing Law

The terms and conditions of use of this website are governed by the laws of Scotland and any dispute regarding this website shall be subject to the exclusive jurisdiction of the courts of Scotland.

Name & Registered Office:



Company No. SC061286

Our Terms & Conditions of Sale

1. Conditions of Sale

  1. The following conditions of sale apply to all contracts to which the company is a party except to the extent to which they may be varied by agreement in writing between the customer and a duly authorised representative of the Company.

  2. No estimate or quotation by the Company is legally binding on the Company until an order based on the estimate or quotation is made in writing and accepted by the Company.  We will not be responsible for remedying any defect that existed before installation or for any damage arising from such a defect.

  3. Any variation in the original drawings or specifications must be notified to the Company in writing within a period of seven days from the date of instructions being issued.  We may make minor technical changes to the specification of your products, which will not be to the detriment of their function or appearance and will not affect the price.

  4. Whilst every effort will be made to adhere to the estimated delivery date, all quotations and delivery dates are subject to the availability of materials, labour and transport, and the Company accepts no responsibility for failure or delay due to strikes, lock-outs or other industrial disputes or to other causes beyond its effective control. 
  5. Subject as after mentioned, once an order has been placed and accepted it cannot be cancelled by the customer other than on terms to be agreed by the Company, which will include payment for all work already performed and installations wholly or partly made up.

  6. All descriptions, illustrations and dates contained in catalogues, leaflets or other reprinted material supplied by the Company are illustrative only and no warranty is given as to their accuracy and detail. 

  7. No responsibility is accepted by the Company in the handling, working, or carrying of customer’s own material but all reasonable care will be taken with such material.

  8. The property in the goods supplied by the Company shall not pass to the purchaser until delivery has been made and payment in full has been received by the Company, but the risk shall pass to the customer on delivery or when the customer shall unreasonably refuse to accept delivery.

  9. Payment will be made in full to the Company on installation.  Our installations are covered by a ten-year Warranty and accordingly any defect which we undertake to correct shall not provide cause for full payment to be withheld.  Interest shall be charged on any accounts remaining outstanding at 5% over the Royal Bank of Scotland plc advertised Base Rate, accrued on a daily basis.

  10. Where structural alterations are made the Company does not undertake to paint or re-decorate.

  11. The Company will not accept liability for any minor imperfections in glass, which are inherent in the handling or manufacturing process of glass.

  12. The main purpose of our surveyor’s inspection is to ascertain the feasibility of the installation shown on the schedule of work.  His inspection will be confined to those areas which directly relate to the proposed installation and he will not undertake, nor shall we be responsible for, a general survey of the premises. We will not be responsible for remedying any defect that existed before the installation or for any damage arising from such a defect.

  13. You agree to accept installation within the estimated delivery period.  If within six weeks of the end of the estimated delivery period you are unable to accept installation, 80% of the purchase price is payable. Installation will then follow as soon as reasonably practicable by agreement between us. If the installation has not taken place within the estimated delivery period, or we have notified you earlier that it will not do so, you may write to us requiring the work to be completed within six weeks.  If the work is not completed within this extended period you may write to us cancelling the outstanding work.  You will be entitled to a refund of any payment in excess of the value of work carried out by us. Neither you nor we are liable for any delay in the completion of the work, which arises from causes beyond our control, (including, but not limited to, fire, flooding, civil disturbance, strike action by others, criminal damage or acts of war).

  14. We will not undertake to move fixtures or fittings or resite services such as pipes, cables, radiators or burglar alarms. We will refit TV cables, telephone wires and doorbells where practicable at your request. We cannot be responsible for any non matching due to weathering or ageing of existing finishes such as brick, pebble dashing, rendering or tyrolean etc.  We will make good to pre-decoration standard, but will not be responsible for any redecoration or retiling. We cannot guarantee that wallpaper, tiles, woodwork or plaster immediately adjacent to the existing frames will not be damaged when the frames are removed.  We cannot guarantee that any existing frames when removed will be intact for use elsewhere. All existing frames or scrap materials will be removed and disposed of by us unless you specifically ask us to do otherwise prior to commencement of installation.

  15. VAT is payable by you at the appropriate rate.
  16. Except in the case of condensation occurring between the two panes of a sealed unit, no guarantee is given for the complete elimination or prevention of condensation.  In the event of condensation occurring between two panes of a sealed unit, this shall be deemed to be a failure of the fitting, and the unit will be replaced free of charge under the warranty.

  17. This contract shall be construed according to the Law of Scotland.

  18. You agree to notify us and to give us reasonable opportunity to remedy any complaint that you have.  We support the GGF Code of Good Practice as promoted by the Glass and Glazing Federation (GGF) and undertake to work within the guidelines of this and any other GGF Code of Practice.  A copy of the Code is carried by our representative and/or is available at our Head Office.  In the case of any dispute arising, we will provide details of the GGF’s Arbitration Scheme administered by the Chartered Institute of Arbitrators.

  19. R MITCHELL (GLASS) LIMITED guarantees for a period of ten years from the date of installation all timber, aluminium and PVCu windows, doors, conservatories and other products manufactured and fitted by them against faulty workmanship and/or materials, provided reasonable care has been taken by the owner to maintain the installation during this period.  There are specific maintenance recommendations regarding Factory Sealed Units.  Maintenance is the responsibility of the owner/occupier and failure to comply could invalidate the Warranty.  The guarantee does not come into force until the account is paid in full.  Handles, locks and hinges are excluded from the warranty and carry a one-year manufacturer’s guarantee.
Despite the fact that your statutory rights remain unaffected, this guarantee does not extend to specialist items and sub-contracted works for example, lead flashings into wraggles, electrical goods and batteries, plumbing goods and radiators.  However, all will carry a sub-contractor’s one-year guarantee.
The guarantee does not cover:
 Minor imperfections in the glass outside the scope of the Glass and Glazing Federation (GGF)’s visual quality standard.
 Damage or faults due to accident misuse or neglect by you or by the use of improper cleaning materials.
The repositioning or repair of any product by you or by persons other than our personnel.
Condensation caused by excess moisture in the domestic environment.
 If you sell the property you may ask us to reassign the unexpired portion of the Warranty to the new owner.  Such requests should be made prior to the sale.  We may ask to inspect the installation before agreeing to reassignment to ensure that it has not been neglected or misused and may charge a fee. If repairs are necessary for faults arising from neglect or misuse then these would have to be carried out at your cost before reassignment could take place. If the warranty is reassigned then the new owner will have the benefit of our warranty regarding materials and workmanship for the unexpired period.  An administration fee will be chargeable.

  21. Information about the Scope of the operation (which is discretionary) of the GGF Deposit Indemnity Fund is set out in the leaflet you should have received with this document if you are a private individual(s) customer(s).  A further copy of such leaflet may be obtained from GGF Fund Limited, 44 – 48 Borough High Street, London SE1 1XB. 
Nothing in these terms and conditions affects your statutory rights.

  22. FACTORY SEALED UNITS Where Double-glazing Units are specified sealed I.G.A. Insulation standards, they will carry a 5-year warranty (10 years for above).

INFORMATION If any further information is required please contact us in writing at:

Mitchell Glass
Currie Road


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Authorised and regulated by the Financial Conduct Authority.