Refund and Return Policy
Because most of our work is custom and made to order, please review this policy carefully before placing an order or approving a design proof.
- Overview
- Custom and Personalized Products
- Non-Returnable Items
- Order Cancellations
- Production Start
- Deposits
- Design Approval
- Customer Errors
- Damaged or Defective Products
- Shipping Damage
- Incorrect Orders
- Return Authorization
- Return Shipping
- Refund Processing
- Store Credit
- Customer-Supplied Glass or Materials
- Digital Products
- Sale Items
- Final Sale Items
- Contact Information
Overview
This policy explains how returns, refunds, and cancellations are handled at Ultimate Glass Etching LLC. Because most of our products and projects are custom or made to order, our policies differ from those of standard retail stores. Please read this policy carefully before placing an order.
Custom and Personalized Products
Custom and personalized products are made specifically for you based on the details, artwork, and approvals you provide. For this reason, custom and personalized products are generally final sale and cannot be returned or refunded because of a change of mind.
Non-Returnable Items
The following items are not eligible for return or refund: custom and personalized products, made-to-order items, products produced from customer-approved proofs, items made with customer-supplied glass or materials, and items damaged after pickup or delivery due to handling, installation, or use.
Order Cancellations
Orders cannot be canceled once production has started. If you need to request a cancellation before production begins, contact us as soon as possible. Cancellation before production is not guaranteed and may be subject to charges for design work already performed or materials already ordered.
Production Start
Production is considered started once materials have been prepared, glass has been cut or processed, or etching, sandblasting, carving, painting, or engraving work has begun. After this point, the order is committed and cannot be canceled or refunded.
Deposits
Deposits secure your place in our production schedule and cover design work and materials. Once production has started, deposits are non-refundable. If a project is canceled before production begins, any refund of a deposit is at our discretion and may be reduced by costs already incurred.
Design Approval
When a digital proof is provided, production begins only after you approve it. By approving a proof, you accept the design, spelling, layout, dimensions, and details shown. Work produced according to an approved proof is considered correct and is not eligible for refund.
Customer Errors
Customers are responsible for providing correct spelling, names, dates, dimensions, measurements, colors, artwork, logos, and project details. Errors in information you provide or approve are not eligible for refund or free replacement. If an error is discovered, contact us promptly and we will advise whether a correction or remake is possible at additional cost.
Damaged or Defective Products
If we make a production error or a product arrives with a genuine defect, we want to make it right. Depending on the situation, we may offer a repair, replacement, remake, store credit, or refund. Please note that the natural variations described in our Terms and Conditions are characteristics of handmade work and are not defects.
Shipping Damage
If your order arrives damaged, contact us promptly and provide clear photos of both the product and the packaging, including any visible damage to the box or crate. Photos are required so that we can review the damage and, where applicable, file a claim with the carrier. Please keep all packaging until the claim is resolved.
Incorrect Orders
If you receive an item that does not match your approved order, contact us promptly with photos and your order details. If the error is ours, we will work with you on a reasonable remedy such as a correction, remake, or replacement.
Return Authorization
Do not return any item without contacting us first. Any eligible return must be authorized by Ultimate Glass Etching LLC in advance. Unauthorized returns may be refused.
Return Shipping
When a return is authorized, we will provide instructions for packaging and shipping. Unless the return is due to our error, the customer is responsible for return shipping costs and for packaging the item securely. We are not responsible for items damaged in return transit due to inadequate packaging.
Refund Processing
Approved refunds are issued to the original payment method where possible. Processing times depend on your payment provider and may take several business days after the refund is issued. We will confirm when a refund has been processed on our end.
Store Credit
In some situations, we may offer store credit as an alternative to a refund. Store credit may be applied toward future orders and does not expire unless otherwise stated in writing.
Customer-Supplied Glass or Materials
When you supply your own glass or materials, you accept the risk of working with those materials. We take reasonable care during production, but we are not responsible for pre-existing flaws, breakage during processing that results from material condition, or replacement of customer-supplied materials. Refunds are not available for the value of customer-supplied items.
Digital Products
If digital files such as design proofs, artwork files, or digital renderings are sold separately, they are non-refundable once delivered due to their nature.
Sale Items
Items purchased on sale or at a discount follow the same rules as regular-priced items. Custom and personalized sale items remain final sale.
Final Sale Items
Items marked as final sale cannot be returned, exchanged, or refunded except where a verified production error or genuine defect on our part is confirmed.
Contact Information
If you have questions about a return, refund, or cancellation, please contact Ultimate Glass Etching LLC before placing an order or approving a proof. You can reach us through our Contact page.
This page is provided for general informational purposes only and does not constitute legal advice. Ultimate Glass Etching LLC recommends that this policy be reviewed by a qualified Nevada attorney before you rely on it.
Have Questions About This Policy?
Contact our team before placing an order or approving a custom project.