Refund policy

Change of mind

Edelglas does not offer refunds, exchanges, or store credit for change of mind, unless otherwise required by local consumer protection laws (see Section 5 for EU/UK exceptions).

We are generally unable to cancel or modify an online order once it has been processed, so please choose carefully. If an order cancellation request is accepted by our team prior to shipment, it will incur a 20% restocking fee to cover handling, administrative, and processing costs. Once products have been shipped, the order cannot be cancelled under any circumstances, and no refund will be provided for change of mind.

Faulty, damaged, or incorrectly described items 

Our products come with guarantees that cannot be excluded under Australian Consumer Law (ACL) and other applicable international consumer protection frameworks. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

In the unlikely event that your order arrives damaged, is faulty, or is not of acceptable quality, you are eligible for a refund, replacement, exchange, or a partial refund reflecting the difference in value if you choose to keep the item.

The Unique Nature of Hand-Made Glass

As Edelglas products are entirely hand-crafted, every single piece is unique. Consequently, the physical item you receive will feature minor, natural variations from the sample photography provided on our website. These acceptable variations include, but are not limited to: small changes in dimensions, colour gradients, the distribution of glitter/adornments, or patterns.

If the Edelglas production team reviews an item prior to shipping and determines it to be significantly or materially different from the website description, we will proactively email you a photograph of your specific item. If you review and explicitly accept this variant via email prior to dispatch, or do not respond within the given timeframe, you waive the right to claim a refund, replacement, or exchange based on the product appearing different from its original website description.

Exclusions

If a product has been damaged through customer misuse, accidental dropping, structural neglect, or abnormal use after delivery, local consumer guarantees and any manufacturer warranties will not apply, and no refund or exchange will be provided.

Refunds will be issued for damaged or faulty goods if the customer does not wish to have the items replaced. All claims must be made via email within 5 business days of receiving goods with proof of purchase provided. 

How to Report a Faulty or Damaged Item

Refunds or replacements will be processed promptly for verified damaged or faulty goods. All claims must be submitted via email within 5 business days of the delivery date, accompanied by official proof of purchase.

Step-by-Step Reporting Process:

  1. Document the Damage: Take clear, well-lit photographs of the damaged or faulty goods inside their original packaging. Do not dispose of the items or packaging, as our logistics team may require them to be physically returned to our warehouse for assessment.

  2. Submit Your Claim: Email support@edelglas.com with your full name and order number in the subject line. Attach your photographs, your proof of purchase (tax invoice, receipt, or order reference number), and your preferred resolution (replacement or refund).

  3. Assessment Window: Our support team will review your claim and issue a formal resolution within 15 business days. If our team verifies that the item was damaged in transit or features a manufacturing fault, Edelglas will arrange and cover all associated return shipping costs.

  4. Return Condition: If a physical return is requested by our team, the items must be securely packed back into their original protective packaging to prevent secondary transit damage.

Factory Seconds & Sample Sales

Merchandise clearly marked or advertised as "Seconds," "Samples," or featuring noted cosmetic flaws must be chosen carefully. These items are sold at a steep discount specifically because of identified minor faults, and they cannot be returned or refunded on the basis of those pre-disclosed faults.

International Jurisdiction Carve-Outs

European Union & United Kingdom (Statutory Right of Withdrawal)

If you are a consumer permanently residing within the European Union (EU) or the United Kingdom (UK), local cross-border directives grant you a statutory Right of Withdrawal that overrides elements of our standard policy above:

  • The 14-Day Cooling-Off Window: You have the legal right to change your mind and withdraw from your purchase contract within 14 days from the day you (or a designated third party) take physical possession of the goods, without giving any reason.

  • The Return Notification Process: To exercise this right, you must notify us via an explicit, written statement sent to support@edelglas.com before the 14-day window expires.

  • The Refund Scope: Upon receiving your withdrawal notice, we will refund the full purchase price of the returned items along with our standard outbound delivery costs. In accordance with regional consumer laws, any premium or express delivery surcharges you chose at checkout are strictly non-refundable.

  • Exclusion of Restocking Fees: The 20% restocking fee outlined in Section 1 does not apply to EU or UK consumers exercising their legal right of withdrawal.

  • Return Shipping Responsibility: You, the consumer, must pay the direct cost of shipping the items back to our warehouse.

  • Withholding & Condition Surcharges: Edelglas reserves the legal right to withhold your refund until we physically receive the goods back at our warehouse, or until you provide verifiable tracking proof of return shipment, whichever occurs first. You are legally liable for any diminished value of the goods resulting from handling them beyond what is strictly necessary to establish their nature and characteristics (e.g., handling beyond what would be permitted inside a physical retail store).

United States Market Clarifications

For consumers residing within the United States, your purchase is governed by the default provisions outlined in Sections 1 through 4 of this policy. Except where individual State statutes explicitly dictate otherwise (such as specific local right-of-return laws for damaged goods), all sales are final, change-of-mind refunds are unavailable, and pre-authorized order cancellations are subject to the standard 20% restocking fee.