Refund policy

Return & Refund Policy — Gratvol Glass

At Gratvol Glass, every stained glass piece is handcrafted with care. We want you to love your purchase, but we understand that issues may sometimes arise. Please read our return and refund policy below.

1. Eligibility for Returns

  • General Pieces:
    Non-custom pieces can be returned if they are undamaged and in original condition.
    • You must contact us within 14 days of delivery.
    • You must ship the item back within 30 days of delivery.
    • The buyer is responsible for return shipping costs.
    • We recommend using a tracked and insured service, as we cannot refund items lost in return transit.
  • Custom Orders & Commissions:
    Custom and commissioned pieces cannot be returned or refunded, as they are made specifically for you.

2. Refunds

  • Once we receive and inspect the returned piece, we will issue a refund to your original payment method (excluding the original shipping cost).
  • Refunds are processed within 5–7 business days after we receive the return.

3. Damaged Items

We take great care in packaging, but if your stained glass arrives damaged, we will issue a full refund, including shipping costs, under these conditions:

  • You must provide clear proof of damage upon arrival (e.g., a video of unboxing or detailed photos).
  • If proof of damage is not provided, we cannot issue a refund because we cannot confirm if the damage occurred during shipping.

4. Lost Packages

  • If a package is lost due to courier error, you will receive a full refund.
  • If a package is returned due to unpaid customs fees or buyer inaction, we cannot offer a refund.

5. Exchanges

We do not offer direct exchanges. If you would like a different piece, you may return the original (if eligible) and place a new order.

6. Non-Refundable Cases

  • Custom/commissioned orders.
  • Items returned without prior contact or outside the return window.
  • Items damaged by the buyer after delivery.

7. Contact Us

For any questions or return requests, please contact us at gratvolglass@gmail.com  with your order number and issue description.