REFUNDS & RETURNS

In the case of personalised products, we do not accept returns and exchanges or offer refunds. This policy is in line with Australian Consumer Law. This includes all bespoke glass products including ashes, hair, or fur. However, if your item arrives damaged in transit, please contact us and we will work with you to find a solution.

For all other products, the following applies:

To be eligible for a return, 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. 

To start a return, you can contact us at jennie@theglassflowerbar.com. Please note that returns will need to be sent to Perth, West Australia at your own cost.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Return shipping cost will be at the buyers expense.

Store credit is not offered. Returns for exchange or refund must be initiated within 7 days of receiving the goods. Any refund offered will be less any fees incurred during the sales process. (eg. credit card payment fees).

You can always contact us for any return questions at jennie@theglassflowerbar.com. 

Damages and issues 
Please inspect your order upon receipt and contact us immediately if the item is defective, or damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 
Certain types of items cannot be returned, like custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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 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.

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days less any fees incurred. 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 jennie@theglassflowerbar.com.