Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your stained glass item must be in the exact same condition that you received it—undamaged, unmodified, and carefully repacked in its original protective packaging, including all original hardware (such as hanging chains or jump rings). You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sol.vitrage@gmail.com. Please note that all returns will need to be sent back to our artisan workshop at the following address: Hanoi 100000 Vietnam

If your return is accepted, we will send you instructions on how and where to send your package. Please note: Customers are responsible for paying all return shipping costs. Because glass art is highly fragile, we strongly advise using a trackable shipping service and purchasing shipping insurance. If the item is not returned in its original condition or is broken during return transit due to inadequate packaging, the buyer is responsible for any loss in value. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at sol.vitrage@gmail.com.

Damages and Issues Please inspect your order upon reception. Contact us immediately (within 48 hours of delivery) if the item is defective, damaged in transit, or if you receive the wrong item, so that we can evaluate the issue and make it right. When contacting us about damage, please include clear photos of both the broken item and all sides of the external shipping box.

Handmade Variations Please note that all of our items are entirely handcrafted. Natural variations in the color shading of opalescent glass, as well as the uneven textures, nodes, and patina finish of the copper foil solder lines, are inherent characteristics of authentic glass art and do not constitute a defect. Returns requested based on these natural handcrafted variations are considered standard returns and the buyer is responsible for return shipping.

Exceptions / Non-Returnable Items Certain types of items cannot be returned, specifically custom products (such as special orders, custom dimensions, or personalized pieces). 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, undamaged, and in its original protective packaging. You’ll also need the receipt or proof of purchase.

Refunds We will notify you once we’ve received and inspected your return in Vietnam, 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. 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 sol.vitrage@gmail.com.