Refund policy

1. Return Window & Eligibility

We accept returns on eligible standard, non-custom items within 14 days of delivery.

  • To be eligible for a return, your item must be in its original, unused condition and packaged securely in its original packaging.

  • Proof of purchase (order confirmation or receipt) is required for all returns.

2. Non-Returnable & Non-Refundable Items

Due to the custom nature and dedicated creation time of bespoke artwork, the following items are strictly non-returnable and non-refundable unless they arrive damaged or defective:

  • Custom & Bespoke Commissions: Items designed, sized, or crafted specifically to customer specifications.

  • Personalized Products: Pieces incorporating custom text, initials, or bespoke color choices.

  • Sale / Clearance / Seconds Items: Items purchased during discounted archive or seconds sales.

3. Return Shipping & Safe Repackaging

Because glass is fragile, careful packaging is critical when returning an item:

  • Return Postage: Buyers are responsible for paying all return shipping costs unless the return is due to an error on our part or a transit defect.

  • Repackaging Standard: Returned items must be packed using the original protective cushioning and rigid box structure. If an item is returned broken or damaged due to inadequate repackaging by the customer, a refund cannot be issued.

  • Tracked Shipping Requirement: We strongly recommend using a tracked and insured shipping service. We cannot guarantee receipt of returned items lost in transit.

4. Exchanges

Due to the unique and limited nature of handmade stained glass inventory, direct instant exchanges are generally not supported. If you wish to exchange a standard item for a different piece:

  1. Request a standard return for your original eligible item by contacting us.

  2. Once your return is received, inspected, and approved, place a new order online for the desired replacement item.

5. Processing Refunds

Once your returned item is received and inspected, we will notify you via email regarding the status of your refund:

  • Approved Refunds: Refunds will be processed back to your original payment method within 5–10 business days. Original shipping charges are non-refundable.

  • Partial Refunds: Partial refunds may be applied if an item is returned damaged, missing parts, or not in original condition for reasons not due to our error.

6. Damaged or Defective Items Upon Delivery

If your stained glass piece arrives damaged from courier handling, please notify us within 48 hours of delivery at contact@wildpixieglass.com Please include:

  • Clear photos of the damaged item.

  • Photos of the outer packaging and shipping label.

Once verified, we will arrange a full refund or a priority replacement piece at no extra charge.