Terms of service

Last updated: 01/12/2025

Welcome to Coeur de Verre. By using this website or purchasing our products, you agree to the following Terms & Conditions.

1. GENERAL CONDITIONS

We may refuse service to anyone at any time.
We may modify these Terms from time to time; the latest version is always published on this page.
All content on this website is owned by Coeur de Verre unless stated otherwise.

2. ONLINE STORE TERMS

By placing an order, you confirm that:

You are 18+ or have guardian consent
Your information is accurate
You are authorised to use the payment method provided

Fraudulent activity may result in refusal of service.

3. HANDMADE NATURE OF OUR PRODUCTS

All stained glass pieces are handmade; therefore:

Slight variations in texture, colour, patina, solder lines, and glass grain, scratches and small chip are normal
Differences from product photos may occur
These characteristics are not considered faults

If you expect perfect uniformity, our products may not be suitable.

4. CUSTOM COMMISSIONS

By commissioning a custom stained glass piece, you agree to the terms below.

4.1 Design Phase

A small, non-refundable design deposit is required before any design work begins
You will approve the final design before production
Once approved, no changes can be made

4.2 Production Phase

50% of the remaining balance is required before we purchase specific materials
Lead times may vary due to glass and solder availability in Australia
If a particular glass type is unavailable, we may suggest alternatives

4.3 Final Payment (Updated)

The final payment must be made within 30 days of being notified that the piece is complete
If payment is not received within 30 days, the order may be cancelled and the deposit retained to cover the cost of labour and materials

4.4 Refunds & Damage (Updated)

Custom commissions are non-refundable
If the item arrives damaged, a replacement piece will be made once photographic evidence is provided within 48 hours of delivery
Repairs or replacements are offered for damage occurring during transit only, once the damage has been confirmed by the delivering/shipping company. Customers must notify Coeur de Verre of any transit-related damage within 48 hours of delivery and provide clear photographic evidence of both the packaging and the product.

5. DIGITAL PATTERNS & VINYL PATTERNS

This section applies to digital downloads (PDF patterns) and sticky vinyl pattern cut-outs.

5.1 License & Use

When purchasing a digital or vinyl pattern, you receive a personal-use licence only, meaning you may:

Print the pattern for yourself
Use it to make stained glass pieces for personal enjoyment or as gifts

You may not:

Sell pieces made from the pattern
Share, distribute, or resell the digital file
Modify the pattern and claim it as your own
Upload the pattern online

Commercial licences are not included.

5.2 Delivery

Digital patterns are delivered via download.
Vinyl patterns are shipped physically and follow our normal shipping rules.

5.3 Refunds (Digital Files & Vinyl)

Digital downloads are non-refundable, as access is instant
Sticky vinyl patterns are non-refundable unless damaged on arrival
Damaged vinyl patterns will be replaced upon receiving photos within 48 hours

6. GIFT CARDS

Cœur de Verre digital gift cards are available in $50, $100, $150, $200, and $250.
Delivered instantly via email to the purchaser or recipient.
Redeemable online for any stained glass item in full or part until the balance is spent.
Valid for 36 months (3 years) from the purchase date.
Can be used multiple times; if the order exceeds the card value, the difference must be paid; remaining balance stays on the recipient’s account.
Gift cards are non-refundable, digital only, and available in Australia.
Cannot be exchanged for cash.

7. PRICES & PAYMENT

All prices are listed in AUD.
We may update prices without notice.
Payments are securely processed by our payment partners.

8. SHIPPING & DELIVERY

We ship from the Blue Mountains, NSW, Australia.

8.1 Dispatch

Ready-made items ship within the timeframe listed
Custom pieces ship after the final payment is received

8.2 Responsibility

Once posted, delays caused by the carrier are outside our control.
We provide tracking for all parcels.

8.3 Damaged Items

For all products (including stained glass, vinyl patterns, etc.):

Photos must be provided within 48 hours of delivery
We will replace or repair the item depending on the situation

9. RETURNS & REFUNDS

Please refer to our separate Refund Policy for detailed conditions.

No returns for change of mind
Custom items are non-refundable
Digital products cannot be refunded
Refunds are only issued for eligible cases after inspection/verification

10. SAFETY INFORMATION

Stained glass pieces may contain lead, sharp edges, or fragile components.
You agree to handle items responsibly and keep them out of reach of children and pets.
We are not responsible for injuries or damage caused by improper handling or installation.

11. INTELLECTUAL PROPERTY

All patterns, designs, images, text, branding, and digital content are the property of Coeur de Verre.