Refund Policy

Returns 
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and undamaged.

Several types of goods are exempt from being returned.

Any item that is custom made or made to order cannot be returned.

To complete your return, we require a receipt or proof of purchase. 
Please wait for a return authority number and address before you return any item and please be advised that the return inspection process is very thorough. Any surface scratches that may not be visible in a certain light may be visible to the inspection personal at the depot. Items need to be returned in perfect, unopened, re-saleable condition. Otherwise the return may not be approved and a refund may not be processed. 


Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If you think the item may be faulty then please send photos to info@glasshouseau.com within 24 hours of receiving the item. We can then assess and come back to you and offer a solution if possible. 

Scratched or damaged items need to be reported at the time of delivery. 

If the item has been made to the incorrect size and is not the size stated on your order or email then we will endeavour to make / supply a replacement asap.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at info@glasshouseau.com 

Sale items (if applicable) 
Any returned items which were in a sale, will be refunded at the sale price, minus the delivery fee and once it has been inspected. 

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@glasshouseau.com and we will specify a return address.  In most cases exchanges are not possible. You'll need to purchase the correct item and then return the incorrect item for a refund. We can refund once the item has passed the inspection process.  

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

Shipping 
To return your product, please email us and we will specify a return address. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.