Refund policy

Last updated: 01/12/2025

We want you to love your stained glass pieces. If something isn’t right, here's how we handle returns and refunds.

1. Handmade Nature of Products

All pieces are handcrafted, meaning slight variations, textures, and finishes are normal and part of the handmade process. These are not considered faults.

2. Change of Mind

We do not offer refunds or returns for change of mind.

3. Damaged or Faulty Items

If your piece arrives damaged or faulty, contact us within 48 hours of delivery with:

• Order number
  

• Clear photos of the issue
  

• Photo of the packaging
  
  

We will assess and offer:

• A replacement (if possible),
  

• A repair, or
  

• A refund.
  
  

4. Lost Parcels

If tracking shows your parcel as lost, we will work with the carrier to investigate.
If confirmed lost by the carrier, we will replace or refund your order.

5. Custom Commissions

Custom-made or personalised pieces cannot be refunded unless faulty or damaged on arrival.

6. Incorrect Address

If an incorrect address is provided at checkout, we are not responsible for lost or undeliverable items.

7. Returns (if applicable)

If we approve a return:

• The item must be returned in its original condition and packaging
  

• Return shipping costs are the customer’s responsibility unless the item is faulty
  
  

8. Refund Processing

Once approved, refunds are processed to your original payment method within 3–7 business days, depending on your bank.

9. Contact for Return Requests

For any issues or refund enquiries, contact us:
bonjour@coeurdeverrestainedglass.com.au