Return, Refund, Damage Claim & Warranty Policy

1. Return Eligibility Period

We offer a 14-Day Hassle-Free Return & Exchange Policy for all eligible orders.

You may request a return, refund, or exchange within 14 calendar days from the date your order is delivered, provided that the item remains unused, in new condition, and includes all original packaging and accessories.

Time Calculation

• The delivery date counts as Day 1.
• Weekends and public holidays are included in the 14-day period.
• Return requests submitted after the eligible period may be automatically declined.

2. Return Requirements

To qualify for a return under our 14-day return policy, all of the following conditions must be met:

2.1 Product Condition

The item must:

• Be unused and in brand-new condition;
• Have no scratches, chips, stains, cracks, or signs of wear;
• Show no evidence of high-temperature exposure or improper use;
• Not be modified, altered, repaired, or damaged by the customer.

2.2 Original Packaging

The following must be returned together:

• Original product packaging;
• Protective foam inserts and cushioning materials;
• Gift boxes (if applicable);
• Bases, accessories, hardware, and instruction manuals.

Returns with missing packaging or accessories may not be accepted.

2.3 Complete Set Returns

Products sold as a set or bundle must be returned in full. Partial returns of individual components are not accepted.

*Handmade Glass Disclaimer

All handmade blown glass products may naturally contain:

• Small air bubbles;
• Slight surface textures or flow lines;
• Minor thickness variations;
• Subtle handcrafted marks.

These characteristics are normal features of handmade craftsmanship and are not considered defects, damage, or quality issues. Returns, exchanges, compensation claims, or warranty requests based solely on these characteristics will not be accepted.

3. Return Shipping Costs

3.1 Customer-Initiated Returns

If a return is requested due to personal reasons, including but not limited to:

• Change of mind;
• Product not matching personal style;
• Incorrect size selection;
• Ordering by mistake;

the customer is responsible for all return shipping costs.

3.2 Seller-Responsibility Cases

If the issue is caused by us, including:

• Product damaged during delivery;
• Wrong item shipped;
• Missing items;
• Manufacturing defects or quality issues;

we will cover all related costs, including return shipping and replacement shipping.

4. Damaged-on-Arrival Claims

Glass products are fragile and must be inspected immediately upon delivery.

4.1 Reporting Deadline

Customers must inspect the package and report any damage within 24 hours of delivery.

Claims submitted after 24 hours may not qualify for compensation because shipping carriers and insurance providers generally require timely reporting.

4.2 Required Evidence

To process a damage claim, all of the following must be provided:

1. Order number;
2. Photos of the complete outer shipping carton;
3. Clear photos and/or videos showing the damaged item;
4. Photos of the internal protective packaging, foam, and cushioning materials.

Incomplete documentation may result in claim denial.

4.3 Resolution Options

If the claim is approved, customers may choose one of the following:

Option A – Free Replacement

• We will ship a brand-new replacement item at no cost.
• The damaged item does not need to be returned.

Option B – Full Refund for the Damaged Item

• A full refund will be issued for the damaged item.
• No return is required.

4.4 Non-Compensable Situations

Claims will not be approved if:

• Damage is reported more than 24 hours after delivery;
• Required evidence cannot be provided;
• Damage results from customer use, cleaning, handling, storage, or relocation;
• The issue involves normal handmade glass characteristics (bubbles, textures, thickness variations);
• Damage occurs during secondary transportation arranged by the customer.

5. Non-Returnable & Non-Cancelable Products

The following products are eligible only for quality-related warranty service and are not eligible for returns, exchanges, or order cancellations due to personal reasons:

5.1 Customized & Personalized Products

Including but not limited to:

• Logo customization;
• Custom colors;
• Custom dimensions;
• Custom packaging;
• Made-to-order glass products.

5.2 Production-Started Custom Orders

Once production of a custom order has begun, the order cannot be canceled, returned, or refunded.

5.3 Clearance & Final Sale Items

Products marked as:

• Final Sale
• As-Is
• Clearance or discounted defect items

are non-returnable unless defective upon arrival.

5.4 Digital Products

Including:

• Gift cards;
• Promotional vouchers;
• Discount codes;
• Other virtual products.

6. Order Cancellation Policy

6.1 Unshipped Orders

Orders may be canceled free of charge within 24 hours of purchase for a full refund.

6.2 Shipped Orders

Once an order has been shipped or collected by the carrier, it cannot be canceled directly.

Customers may initiate a return after delivery under the 14-Day Return Policy and will be responsible for return shipping costs if the return is not due to seller error.

6.3 Personalized Orders

Customized or engraved orders cannot be canceled or refunded once production has started.

7. Refund Processing Time

After returned items are received and successfully inspected, refunds will be processed within 3–7 business days.

Refunds will be issued to the original payment method, including:

• PayPal
• Credit Card
• Shop Pay
• Other original payment channels

Please note that financial institutions may require an additional 3–10 business days to complete the refund transaction.

8. Limited Warranty

All standard glass home décor products are covered by a 1-Year Limited Warranty from the date of delivery.

If a product develops a manufacturing or material defect within one year under normal use, we will, at our discretion:

• Provide a free replacement;
• Issue a full refund;
• Cover all related shipping costs.

Warranty Exclusions

This warranty does not cover:

• Accidental drops or impacts;
• Breakage caused by misuse;
• Normal wear and tear;
• Damage caused by improper cleaning or handling;
• Unauthorized modifications, repairs, or alterations;
• Damage resulting from customer negligence.