Refund Policy

You may be entitled to a refund when you return an unused item within 30 days of delivery, when an item arrives broken or damaged, or when an item is faulty or not as described. Change-of-mind returns are refunded for the item price; return shipping is refunded only where the return is due to our error, a faulty item or transit breakage. Full eligibility and the return steps are set out in our Returns & Exchanges page.

Approved refunds are issued in US dollars (USD) to the original payment method used at checkout — your card via Stripe, or your PayPal account. We do not refund to a different card or account, and we never hold or see your full card number: card details are handled entirely by our payment processor. You do not need to share card numbers with us to receive a refund.

Once a return is received and inspected, or a breakage claim is approved, we process the refund within 2 business days. Depending on your bank or card issuer it then typically takes a further 5–10 business days to appear on your statement. We will email you when the refund has been issued.

Every order ships in molded, breakage-safe packaging. If any glass piece arrives broken or damaged, report it within 14 days of delivery with clear photos of the item and packaging to support@glosglass.shop. We will arrange a free replacement or a full refund including original shipping, at no cost to you.

If an item is faulty, defective or not as described, you are entitled to a repair, replacement or refund in line with your statutory consumer rights under the laws of England and Wales. The hygiene exclusion for used drinkware does not limit these rights.

We may issue a partial refund where a returned item shows signs of use beyond inspection, is missing parts, or is not in its original condition or packaging. We will always tell you the reason before applying any deduction.

For hygiene reasons, drinkware that has been opened and used is not eligible for change-of-mind refunds. Gift cards and any clearly marked final-sale items are also non-refundable. This does not affect your rights where an item is faulty, defective or arrives broken.

Membership subscriptions can be cancelled at any time through the Stripe customer portal linked in your receipt. Cancellation stops future renewals; membership benefits are service commitments and are not refundable as cash. If you were charged after cancelling, contact us and we will refund the incorrect charge.

If something has gone wrong, please contact us first at support@glosglass.shop — most issues are resolved quickly. You also retain the right to raise a dispute with your card issuer or PayPal. We respond to all payment disputes with order and delivery evidence.

Email support@glosglass.shop with your order reference and the reason for the refund. Our care team will confirm the next steps, including any return address, and keep you updated until the refund is complete.