REFUNDS / RETURNS
Heartwood Glass have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
You have another 14 days to return the goods once it’s been agreed.
You will be liable for the cost of the return.
To be eligible for a return, your item must be in the same condition that you received it, unused, in its original packaging and undamaged.
To start a return, you should contact studio@heartwoodglass.com
Items that are sent back without first requesting a return will not be accepted.
Custom items and commissions are unique in their nature and therefore refunds are in-eligible unless the product is damaged (see below).
DAMAGES & ISSUES
If you receive an item that is defective, damaged or incorrect, please contact studio@heartwoodglass.com within three business days of receiving the item. We will email you a shipping label for returning it. Once you receive the label, please return the damaged items in the original box and packaging materials. A replacement will be sent, if available, upon receipt. Items damaged due to buyers’ negligence will not be accepted.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.