You can return a purchased product if the following conditions are met.
• Return(s) - We accept all returns of products within 30 days following the receipt of your order.
• Proof of purchase - Without a proof of purchase we cannot process any returns. Valid proofs of purchase include invoices as well as photocopies of said receipts.
• Returns we do not accept – We do not accept returns on; products purchased on liquidation, custom made products, cut materials, altered (therefore not a stock product) products, large volume orders, specially priced products, special quoted products, special order products, product(s) which shelf’s life has expired.
These are all considered final sale products and cannot be returned or canceled once an order or quote has been processed/issued. If you are unsure about whether or not you can return an item, please contact us before shipping your return.
• Please return new product(s) only - All returned products must be in the original packaging. Products should not have been used, installed or manipulated prior to return. Products shipped for returns should be shipped in well packaged parcels to avoid all damage. If you are if you can return a product, please contact us prior to mailing it out.
• Issuing refund - A refund will only be issued only once the product has been received, inspected and approved by Vitrerie des Experts / Glass Experts returns staff. If all requirements mentioned above are met, then a refund will promptly be made.
• Adhesives, glues and cement - Returns on consumable products such as adhesives, glues and cement are not accepted.
• Shipping charges - The customer is responsible for all return or exchange shipping charges. Please note that shipping costs are not refundable.
• Credit and refunds - For returns the credit or refund will be issued according to the original payment method used to purchase the product(s) once the returns has met all return requirements mentioned above.
• Handling and restocking fees – Please note, to encourage our customers to order products they want to keep, we charge handling and restocking fees.
Handling and restocking fees will be applied in all instances and the rates range between 15% to 30%.
Products returned up to 14 days are subject to 20% restocking fee, while, products returned between 14-30 days are subject to 30% restocking fee.
Overdue accounts (returns that are received far later than initially anticipated) will incur a service charge of 2% per month (24% per year).
• Extension period - If you think you will require an extension of the return period, please do not hesitate to contact our customer service.
• Damaged goods/products - Vitrerie des Experts / Glass Experts could incur the delivery fees of your product(s) in cases where the products you have ordered are delivered damaged, defective or with error.
For all products that have been damaged in transit, contact us immediately or within a maximum of 3 days of receiving your order so that we may process shipping and damage claim(s) with our respective carrier(s) immediately.
• In store returns - Purchases made in store are also eligible for return within 30 days of the date of purchase. Store credits are also valid on our online store and at our physical store. For online purchases, orders using a store credit will be accepted upon receipt of the original bill. Store credits cannot be exchanged for cash. Store credits are valid for one year only. Please do not hesitate to contact our customer service for any questions regarding using credits.
• Cancellation - You may cancel your order at any time before it has been processed by contacting customer service. However, once the order has been shipped, it is no longer possible to cancel the order. Please refer to the «Returns» section on this page for details on how to proceed for a return.
• Christmas holiday period - Products purchased between November 1st and December 24th can be refunded or exchanged up until January 8th. Products must comply to all conditions of return (mentioned above). As of December 26th, the usual return policy is in effect.
Instruction to obtain a return authorization (RA) via your “online account”
1. To create an return authorization (RA) either; (1) log in to your account in th returns section to process a return request OR (2) call us directly at 1-800-xxx-xxxx OR (3) email our customer service department.
2. Once logged into your account; Click on your name at the top right of the screen, and select “View Orders” from the drop-down menu.
3. Click on “Return products” next to the order you want to return and then make your selection.
4. A return label will be generated in PDF format for you to download (Please note that return labels can only be requested on our website).
5. Print the return label and affix it securely to your box.
6. Drop off the box at a UPS ground service counter.
7. Once your return is received and processed at our warehouse, you will receive a confirmation email. Please note that it takes about 3-5 business days for a refund to appear on your credit card statement.
Guest Orders - To return a guest order, you must have an active account with the email address you used to place your order. Then, your order will sync with your new account. Simply follow the instructions above to request a return label. You can also return a guest order to our store.
How Long Will It Take For My Return to Process? Please allow 3 to 5 days once the return package has been delivered to our warehouse. Once your return is processed, you will receive a confirmation email and a refund will be issued to your original method of payment. Please note that it may take 3 to 5 days for the return credit to be posted to your bank statement.
Exchanges - We do not have a direct exchange process in place. You can however exchange your product by placing a new order immediately after receiving the product you do not want and following the steps listed below.
1 Place a new order for the product you do want.
2 Request a return from your Order History page (log in or create an account in order to do this).
3 Send the return products on its way. We will send refund to your original method of payment once the return is received.
4 If you purchased the products(s) with a discount code, contact our customer service team by phone before placing your new order.
5 Exchanges are also possible at our store (depending on products availability). Please call ahead of time to verify stock availability.