Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at zetstainedglass@gmail.com. Please note that returns will need to be sent to the following address: {US adress for later} 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at zetstainedglass@gmail.com. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 

Because of the delicate, handcrafted, and sometimes digital nature of our work, the following items are strictly non-returnable and non-refundable:

1. Digital Download

All sales of digital products (PDF patterns, SVG files, and tutorials) are final. Due to the immediate, non-retractable access granted upon purchase, these items cannot be returned, exchanged, or refunded under any circumstances.

2. Custom & Commissioned Artworks

Items that are made-to-order, personalized, or crafted to custom dimensions cannot be returned. We work closely with you during the design and glass-selection process to ensure your 100% satisfaction before the piece leaves our studio. 

3. Natural Glass Characteristics (Not considered "Defects")

Authentic opalescent, cathedral, and wispy art glass inherently feature tiny internal bubbles, texture variations, and organic swirl patterns. These are standard physical characteristics of raw art glass—not manufacturing defects—and do not qualify an item for a return.

4. Post-Delivery User Damage

Stained glass is heavy and fragile. We strictly do not accept returns or offer refunds for items damaged after safe delivery due to:
   • Accidental dropping, bumping, or mishandling.
   • The use of window suction cups. (We strongly advise against using suction cups to hang authentic stained glass, as temperature fluctuations cause them to fail. Please secure your pieces using anchored hooks or sturdy chains).

5. Sale & Clearance Items

Any physical item marked as "Final Sale" or purchased from the clearance section cannot be returned.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at zetstainedglass@gmail.com.