REFUND & EXCHANGE POLICY

1. Return Window

You may return items within 14 days of receiving your order. To be eligible for a return, the item must be in its original condition, including any packaging, tags, and accessories.

2. Eligibility

To qualify for a return, items must be:

• Unused and in their original condition.
• Returned with all original packaging, tags, and accessories.
• No signs of damage or wear. 

Please note that personalized or custom items are non-refundable.

3. How to Initiate a Return/Exchange

To initiate a return, please follow these steps:

1.  To start a return please use our Return Portal: Enter your order number and indicate that you would like to return your item for further instructions. 
2. Return Authorization: Follow the prompts to receive your return authorization and instructions for returning the item at participating return locations.
3. Prepare Your Return: Pack the item securely, with the provided package slip if possible. Please ensure the item is in its original condition and packaging.
4. Drop off your package: Once your return is approved, you can drop off your item at a nearby return location using our convenient return bar system. Return shipping is covered in cases of incorrect or defective items; otherwise, a return handling fee may apply.

4. Inspection and Processing

Once we receive your returned item, we will inspect it to ensure it meets our return criteria. This process typically takes 3-5 business days post receipt of the item.

For Exchanges 

We’ll ship your new item as soon as your return is on its way back to us!

Please note: If the returned item arrives visibly worn, used, or damaged, both the original and replacement items may be charged in full.

5. Refunds

If the return is approved:

• A full refund will be issued to the original payment method.
• You will receive a confirmation email once the refund has been processed.
• Please allow 7-10 business days for the refund to appear in your account, depending on your payment provider.

If the return is not approved:

• We will contact you with details about the condition of the item and any applicable deductions from your refund.
• You may request the item to be shipped back to you at your expense.

Please note: The Glass Shelf reserves the right to decline any return or refund request that does not meet our policy guidelines. All return and refund decisions are final and made at our sole discretion.

6. Return Shipping Costs

Return shipping costs are the responsibility of the customer, except in cases where return coverage was purchased at checkout or the item received was incorrect or defective. 

7. Non-Returnable Items

The following items are non-returnable:

• Personalized or custom-made items
• Items marked as final sale
• Products that have been used or damaged by the customer

8. Contact Information

For any questions or to initiate a return, please contact our customer service team:

• Email: contact@theglassshelf.com
• Contact Form: Submit a Request

9. Stolen Package Claims

We understand how frustrating stolen packages can be. If you’ve purchased package protection coverage at checkout, you're covered for loss, theft, or damage up until delivery. To file a claim, simply refer to your coverage email and follow the provided instructions.

If no coverage was added, we are unable to offer replacements or refunds for packages marked as delivered by the carrier.

While we evaluate all situations with care, additional accommodations outside of coverage are made at our sole discretion—and require documentation such as a police report and/or surveillance evidence.

To protect your order:

• Monitor your tracking information closely

• Retrieve your package promptly upon delivery

If your package is stolen, we recommend filing a report with your local authorities and contacting the delivery carrier to initiate a claim. We’re happy to provide any documentation needed to support your case.