Refund & Return Policy

 

Thank you for supporting Walnut Hill Glass. Each piece is handcrafted with care. Please read the policy below before placing your order.  Our Stained Glass pieces are unique art.  Review the details and measurements carefully before placing your order.  Stained Glass is handmade and has variations and imperfections in color, textures, small bubbles or lines in the glass.  These are characteristics and are part of the natural beauty of this art and are not considered defects or damage.

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Our Return Policy:

Message us within 3 days of delivery to start a Return Authorization for any items damaged during shipping.  You must return all damaged items within 10 days of delivery for a Refund or Replacement.  Damaged items may be returned for a full refund or you can choose to have the item repaired (if possible) or a replacement item made, if the current item is no longer available in our inventory.

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Exchanges:

Upon request, you can exchange a damaged item for another item in our inventory. The exchanged item will not be shipped until we receive the damaged return. If your exchange costs more than the original order, you must pay the difference. If your exchange costs less than the original order, you will receive a refund for the difference.

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How to Return or Exchange a Damaged Item:

1. To get started, send us a message with your order number and email, along with a summary of what happened to:  WalnutHill.Glass@Yahoo.com

2. Please state if you are requesting a refund, a repair, or a replacement item.

3. Once you begin your return or exchange, you will be provided a UPS return label to print out and attach to your return (Don’t have access to a printer? You can go to any UPS store to have it printed. Just open the label on your smartphone and they will print it for you).

4. Repack your order. Make sure the item(s) are securely packaged.  If unable to use the original packaging, UPS can also pack it for you.

5. Send your return or exchange promptly after receiving your return shipping label.

 

Items Damaged in Transit:

If your package appears damaged, please message us immediately (within 3 days), so we can start a return authorization. Please retain all of the original packing materials.  You will be instructed to take several pictures of the package along with the broken item from different angles (up to five) for the return process.

 

Refunds:

Once your refund is processed, it may take 7–10 business days for your refund to appear in your payment account. You will receive your refund in the same form of payment used to place your order.

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Cancellations:

Orders on stock inventory can be canceled before it ships. Orders on customized items can be canceled before production begins.  Once in production, the 10% customization fee will not be refunded.  Orders on commission pieces, please refer to the contract agreement.

 

To cancel an order, please email WalnutHill.Glass@Yahoo.com

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You will receive your refund in the same form of payment used to place your order. Your refund will be processed the next business day, though it may take 7–10 business days for your refund to appear in your payment account.

 

Questions:
If you have any questions about this policy or your order, please reach out before purchasing.

Contact:
Walnut Hill Glass
Email: WalnutHill.Glass@Yahoo.com