At Glassworks, we stand behind the quality of our products. If for any reason you are not completely satisfied with your purchase, we offer a straightforward return and exchange process.
Eligibility for Returns
- Return Window: Returns must be initiated within 14 days of the delivery date.
- Condition: All returned items must be in their original, unused, and untampered condition. The product must be returned with all original packaging, accessories, and any accompanying materials, such as certificates of authenticity, cleaning cloths, and cases.
- Items showing any signs of wear, alterations, or damage will not be accepted for return.
- Final Sale Items: Some products are marked as "Final Sale" and are not eligible for return or exchange. These items will be clearly indicated as such on the product detail page.
Return Process
- Initiate a Return: To begin a return, please email hello@glassworks.io with your order number and reason for the return.
- Approval: Our team will review your request and provide further instructions, including the return shipping address.
- Shipping: The customer is responsible for the cost of return shipping. We recommend using a trackable shipping service, as Glassworks is not responsible for lost or undelivered returns.
- Inspection: Upon receipt, our team will inspect the item(s) to ensure they meet the return eligibility criteria.
- Refund Processing: If your return is approved, we will process your refund to the original method of payment within 10-14 business days. Shipping fees are non-refundable.
Exchanges
If you wish to exchange your item, we offer exchanges based on product availability and specific circumstances. However, not all items are eligible for exchange.
- Eligibility for Exchange:
- Items must be in their original, unused, and untampered condition with all original packaging and accessories. Products showing signs of wear, alteration, or damage will not be eligible for an exchange.
- Please note that final sale items, which are marked as non-refundable, are also not available for exchange.
- Exchange Process:
- Initiate an Exchange: To request an exchange, please contact us at support@glassworks.io with your order number and details of the item you wish to exchange.
- Product Availability: Exchanges are subject to the availability of the desired item. If the requested item is unavailable, you will have the option to return the original product for a refund if it meets our return eligibility criteria.
- Price Differences: If the item selected for exchange is more expensive than the original, the customer will be responsible for paying the price difference before the exchange is processed.
- Shipping Costs: The customer is responsible for the shipping costs associated with returning the original item and shipping the replacement item. We recommend using a trackable shipping service for your protection.
- Exchange Timeline: Once we receive and inspect the returned item, we will process the exchange within 3-5 business days. You will receive a confirmation email with the tracking information for the new item once it has shipped.
Damaged or Defective Items
If you receive a damaged or defective product, please contact us at hello@glassworks.io within 48 hours of receiving your order. We will guide you through the process to replace or refund the item.
Non-Returnable Items
- Gift cards
- Custom-made or personalized items
- Products marked as "Final Sale" on the product detail page
Return Shipping Costs
The customer is responsible for the cost of returning any item, except in cases where the product was defective or damaged upon arrival. In such cases, we will cover the return shipping costs and arrange the return label.