Return Policy on Customized Items
As you may be aware, due to the highly custom nature of our products, there will be no returns or exchanges on custom orders as custom printed products cannot be restocked. In fact, the industry standard for customized products dictates a no return and a no refund policy except for items that are unusable. Unusable items include but are not limited to broken glassware, bent or misshapen bottle openers, cracked or broken license plates, etc. Items with production quality flaws are wholly non-refundable, but may be eligible for a discount or refund.
Return Policy on Non-Customized Items
Satisfaction Guaranteed on all our non-customizable products returned in original condition within 30 days for a refund or exchange. All returns are subject to approval prior to refund. Restocking fees may apply. Returns will not be accepted unless they are complete. All original boxes, packing materials, parts, components and pieces must be returned to us for a return to be processed. If anything from the original product isn’t included in the return, a refund or exchange will not be granted. Issues with packaging, incorrect or missing items, or other order errors must be reported within 7 days of delivery. Any missing or damaged items must be reported within 7 days of delivery.
Products that are returned that were purchased using a credit card or eCheck are subject to a 15% charge to cover credit card or eCheck processing fees. Orders cancelled after processing, but prior to shipping are subject to a 10% charge to cover credit card processing fees. Shipping charges are non-refundable. We make every effort to ensure that your package is packed and shipped correctly. However, from time to time occasional errors are made. If you receive an incorrect item please contact us for assistance in correcting the error. We may request that the incorrect item be returned to us at our expense.
Damaged and/or Defective Items
Time is of the essence: Any broken items, defective merchandise or discrepancies must be reported within 48 hours of receipt. Claims will not be honored after this period! Broken or Defective Merchandise may only be exchanged for the same item, we do not offer refunds. Due to the nature of the Glass and Ceramic production process, slight variations and small imperfections are not considered flaws. Variation in materials, production equipment and firing temperature may result in variations in size, shape, glaze color, etc. These conditions are within acceptable industry standards and are not considered defective. We require photographic evidence of the unusable items prior to any credits being issued. You can email this information to firstname.lastname@example.org or leave us a message on our contact page.