Refund policy

Return and Refund Policy

Thank you for shopping at I.T.S. Fine Glass. We want you to be thrilled with your purchase, but we also understand that things happen! Please review our policies regarding digital and physical items below.

Digital Products (Patterns & Downloads)

Due to the nature of digital goods, all sales of digital files and patterns are final and non-refundable. Once a file has been downloaded, it cannot be "returned." However, if you experience technical issues accessing your file or accidentally purchase the exact same pattern twice, please contact us at i.t.s.fineglass@gmail.com so we can help resolve the issue.

Physical Products

We have a 14-day return policy for physical items, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your glass piece must be in the exact same condition that you received it, completely undamaged, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, contact us at i.t.s.fineglass@gmail.com. If your return is accepted, we will provide instructions on where to send your package.

Return Shipping Liability

Please note that the buyer is responsible for all return shipping costs. Glass is highly fragile; returned items must be packaged with the exact same level of care and protection as they were sent. We highly recommend purchasing shipping insurance for your return. If an item is returned to us broken due to insufficient packaging by the sender, we will not be able to issue a refund. Items sent back to us without first requesting a return will not be accepted.

Damages in Transit

We pack our glass meticulously to ensure safe transit, but shipping accidents occasionally happen. Please inspect your order immediately upon arrival.

If a piece arrives damaged, you must contact us at i.t.s.fineglass@gmail.com within 48 hours of delivery.

To process a damage claim, you MUST include clear photos of the damaged glass AND the exterior and interior of the shipping box. We require these photos to file an insurance claim with the carrier and to evaluate how to make things right for you.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, specifically custom commissions, highly personalized pieces, and specified sale items. This will always be stated on the listing, but please get in touch if you have questions or concerns about your specific item before purchasing!

European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your physical order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. (Note: This does not apply to downloaded digital goods).

Refunds

We will notify you once we’ve received and inspected your physical return. We aim to do this as quickly as possible, ideally the day it arrives back at our studio. If the piece arrives safely and in its original condition, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at i.t.s.fineglass@gmail.com.