Return & Refund Policy

Return & Refund Policy

Last updated: Dec 31, 2025

This policy explains how returns and refunds are handled for purchases made through our Shopify store.

Overview

We take great care in packaging and shipping our glass and stained glass decor items. Due to the fragile nature of these products, returns are accepted only in specific cases, as outlined below.

By placing an order on our website, you agree to this Return & Refund Policy.

Return Window

Return requests must be submitted within 7 days of the delivery date.

Requests received after this period will not be eligible for return or refund.

Eligible Returns

We accept returns only if the item
a. Arrives damaged
b. Is defective
b. Is incorrect compared to the order placed

Returns are not accepted for reasons such as change of mind, personal preference, or ordering the wrong item.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To help us review your request, please provide
Your order number
Clear photos of the item
Photos of the original packaging and shipping box

Once your request is reviewed and approved, we will provide instructions for returning the item.

Return Shipping

For approved return requests, we will provide a prepaid return shipping label.

Customers are not required to pay any return shipping or handling fees when the return is due to an approved issue.

Refunds

Refunds are issued only for approved returns related to damaged, defective, or incorrect items.

Once the returned item is received and inspected, a full refund will be issued to the original payment method used at checkout. This includes the original product price and shipping fee.

Refunds are processed within 3 – 5 business days after the returned item has been received and approved.

Once your refund has been processed, you will receive a confirmation email notifying you that the refund has been issued. Please allow additional time for the refunded amount to appear on your account, as processing times may vary depending on your payment provider or financial institution.

Non-Returnable Situations

The following situations are not eligible for return or refund:
- Items reported after 7 days from delivery
- Items that are not damaged, defective, or incorrect
- Damage caused by improper handling after delivery
- Items returned without prior approval
- Returns due to accidental damage after delivery or misuse are not eligible

Cancellations

Orders may be canceled only before they enter processing or shipment. Once an order has been processed or shipped, it can no longer be canceled. Please refer to our Shipping Policy for detailed processing timelines.

UK Consumer Rights

Our returns and refunds policy complies with the UK Consumer Rights Act 2015. Under this law:

- Customers are entitled to a full refund if items are faulty, damaged, or not as described, including the original product price and shipping costs where applicable.

- Items must match the description and be of satisfactory quality and fit for purpose.

- Customers do not have the right to a refund for change of mind or personal preference.

- Claims for damaged or faulty items should be made within 7 days of delivery to ensure eligibility.

This section ensures that customers are aware of their statutory rights while also clarifying the limits for fragile, handmade products like glass art.

Contact Information

If you have questions about returns or refunds, please contact us at
Email: support@syaivoglass.com
Support time: 8:00 AM - 5:00 PM, Mon - Fri