Refund and Returns Policy

Glass Emotions Refund & Returns Policy

At Glass Emotions, we are committed to providing high-quality products and exceptional customer service. If you experience an issue with your order, please contact us. We will do our best to resolve the matter quickly and fairly.

Return Requests

All requests for a return or refund must be submitted within 14 days of delivery.

To request a return, please contact Glass Emotions with your order number and a description of the issue.

Returns require prior authorization. Unauthorized returns may be refused.

Change of Mind Returns

Unused and unopened products may be returned within 14 days of delivery, provided they:

  • Are unused and unopened.

  • Are in their original packaging.

  • Are in resalable condition.

Customers are responsible for all return shipping costs unless otherwise required by applicable law.

Original shipping charges are non-refundable.

Refunds are issued after the returned products have been received, inspected and approved.

Opened or Used Products

Due to the nature of our products, opened, mixed, fired, blended or otherwise used products cannot be returned or refunded unless they are confirmed to be defective or were supplied in error.

Products that have been altered, tested or used in any project are not eligible for return.

Damaged, Defective or Incorrect Products

If you receive a damaged, defective or incorrect item, please notify Glass Emotions within 14 days of delivery.

To assist with your claim, please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the product.

  • Photographs of the shipping box and packaging if damage occurred during shipping.

Please retain all original packaging until your claim has been reviewed.

Glass Emotions reserves the right to request additional information before approving a replacement or refund.

Where a product is confirmed to be defective, damaged during shipping or supplied in error, Glass Emotions will provide an appropriate remedy, including replacement or refund, in accordance with applicable law.

Professional Art Materials

Glass Emotions products are professional kiln-fired art materials intended for use by artists and hobbyists.

Final fired results are influenced by many factors beyond our control, including but not limited to:

  • Kiln firing schedules

  • Kiln calibration

  • Glass manufacturer and compatibility

  • Glass colour and thickness

  • Application thickness

  • Mixing ratios

  • Firing orientation

  • Artist technique

  • Surface preparation

  • Firing temperatures and hold times

Variations in fired colour, transparency, opacity, texture, gloss or appearance resulting from these factors are normal characteristics of kiln-fired glass art and are not considered product defects.

Technical Support

Our goal is your success.

If you experience unexpected results, we encourage you to contact Glass Emotions before requesting a return. Many technical issues can be resolved through troubleshooting, firing recommendations, mixing guidance or application advice.

We are happy to help you achieve the best possible results from our products.

Digital Products

Due to the immediate access provided upon purchase, all sales of digital products are final.

Digital products include, but are not limited to:

  • PDF downloads

  • Digital blending books

  • Digital colour charts

  • eBooks

  • Printable templates

  • Downloadable educational resources

  • Recorded classes

  • Video tutorials

Refunds for digital products will only be provided where required by applicable law or where the product cannot reasonably be accessed due to an unresolved technical issue.

Printed Educational Materials

Printed books, manuals, blending books, colour charts and other printed educational materials may be returned within 14 days of delivery only if they are:

  • Unused

  • Unmarked

  • In original condition

  • Suitable for resale

Printed materials that have been written in, damaged or altered are not eligible for return unless they arrived damaged or were supplied incorrectly.

Customers are responsible for return shipping costs unless the item is defective or supplied in error.

Custom & Special Order Products

Custom-made, personalized and special-order products cannot be cancelled, returned or refunded unless they are defective or supplied in error.

Shipping Delays

Glass Emotions is not responsible for shipping delays caused by postal services, customs processing, weather events, labour disruptions or other circumstances beyond our reasonable control.

International Orders

Customers are responsible for any customs duties, taxes, import fees or brokerage charges imposed by their country unless otherwise stated at checkout.

Orders refused due to unpaid duties or taxes may be subject to return shipping charges and any fees incurred before a refund is issued.

Contact Us

If you have any questions regarding this policy or require assistance with your order, please contact us.

Glass Emotions
Email: cloke@glassemotions.ca
Website: www.glassemotions.ca

Statutory Consumer Rights

Nothing in this Refund & Returns Policy limits or excludes any consumer rights that cannot be waived or excluded under applicable law.