Refund policy

This policy explains our returns and refunds process. It does not limit any statutory rights that cannot be limited or excluded under UK law.

Quick Summary

Standard stock items may be returned under your statutory cancellation rights where those rights apply.

• Bespoke, personalised and made-to-order items cannot usually be cancelled or returned once production has begun.
• Opened pierced earrings cannot usually be returned for hygiene reasons.
• Faulty, damaged, or incorrectly supplied items are covered by the Consumer Rights Act 2015.

Please check this policy first, then contact us if you need to return an item or report a problem with your order.

Where a refund is due under UK consumer law, it will be processed within the applicable statutory timeframe.

Handmade Fused Glass

All of our fused glass products are individually handmade.

Small variations in colour, pattern, texture, shape and the presence of tiny air bubbles may occur. These variations are part of the handmade process and make each piece unique. They are not considered faults or defects. This does not affect your rights where a product is faulty, damaged or not as described.

Custom & Personalised Orders

Bespoke Creations

We create a range of custom-made and personalised items, including:

• Commissioned artwork
• Custom sizes
• Bespoke colour combinations
• Personalised designs

Before production begins, you will have the opportunity to review and approve the design details.

Production will only begin once written approval has been received.

Any changes requested after approval may incur additional charges. By providing written approval for a personalised or bespoke design, you acknowledge that production may begin and that statutory cancellation rights may no longer apply to goods made to your specification.

Deposits

Custom commissions may require a deposit before design work or production begins.

Deposits for custom commissions may be non-refundable once design work or production has started, except where cancellation rights apply or where the item is faulty, damaged, incorrectly supplied or not as described.

Your Right to Cancel

For standard, non-personalised products purchased online, UK consumers usually have the right to cancel the order within 14 days of receiving the goods without giving a reason.

This right does not normally apply to:

• Personalised items
• Bespoke products
• Goods made to your own specifications

This does not affect your legal rights if a product is faulty, damaged or not as described.

Where you exercise your statutory right to cancel, returned goods should be sent back within 14 days of notifying us that you wish to cancel. For cancellations of non-faulty standard items, customers are responsible for return postage costs unless otherwise agreed or unless we failed to provide required information about return costs before the order was placed. Where goods are faulty, damaged or incorrectly supplied, we will cover reasonable return costs.

Customers should take reasonable care of goods while they are in their possession. We may make a deduction from a refund where goods have been handled beyond what is necessary to establish their nature, characteristics or functioning.

How to Return an Item

Step 1: Contact Us

If you need to return an item or report a problem, please email us before sending anything back.

Email: sheldenglass@gmail.com

Please include:

• Your name
• Order number
• A description of the issue
• Photographs where relevant

Step 2: We Review Your Request

We will review your request and provide:

• Confirmation of next steps
• Return instructions if required
• Information regarding a replacement, repair or refund

Step 3: Return the Item

If we ask you to return an item, please:

• Package it securely
• Follow the return instructions provided
• Return it within the timeframe advised

Where goods are faulty, damaged or supplied incorrectly, we will advise you about return postage arrangements.

Step 4: Resolution

After inspection, we will provide an appropriate remedy which may include:

• Repair
• Replacement
• Refund

Faulty or Incorrect Goods

Nothing in this policy affects your rights under the Consumer Rights Act 2015.

If an item is:

• Faulty
• Not as described
• Not of satisfactory quality
• Incorrectly supplied

You may be entitled to a repair, replacement, price reduction or refund depending on the circumstances.

Refund Policy

Approved refunds will be returned to the original payment method wherever possible.

Where a refund is due under the Consumer Contracts Regulations, we will issue the refund without undue delay and no later than 14 days after receiving the returned goods or receiving evidence that they have been returned. Where goods are faulty or incorrectly supplied, refunds will be handled in line with your statutory rights.

Items That Cannot Normally Be Returned

Unless faulty, damaged or not as described, we are unable to accept returns for:

• Personalised products
• Bespoke commissions
• Made-to-order items
• Custom-designed fused glass artwork
• Pierced earrings where the hygiene seal has been broken or packaging has been opened

This does not affect your statutory rights under the Consumer Rights Act 2015.

Jewellery & Earrings

For hygiene reasons, we cannot accept returns of pierced earrings once the hygiene seal has been broken or the packaging has been opened unless the item is:

• Faulty
• Damaged on arrival
• Not as described

We recommend inspecting earrings before opening any sealed packaging.

If you believe your earrings are faulty or have arrived damaged, please contact us with your order number and photographs so that we can resolve the issue promptly.

Business, Trade & Wholesale Orders

Business-to-business, trade and wholesale orders are supplied to customers acting wholly or mainly for business purposes. These orders are not consumer purchases and do not benefit from consumer cancellation or cooling-off rights. Any agreed trade, wholesale or bespoke terms will apply in addition to this policy.

Cancellations and Changes

Once a business, trade or wholesale order has been accepted, cancellation or changes are only available with our written agreement. Orders for bespoke, personalised, made-to-order, custom colour, custom size or wholesale production runs cannot normally be cancelled once materials have been ordered or production has begun.

Returns

Business, trade and wholesale returns are accepted only where we have agreed this in writing, or where goods are faulty, incorrectly supplied or not as described. Customers must inspect goods promptly on delivery and tell us about any shortages, damage or issues within a reasonable time, providing photographs where relevant. Returned goods must not be sent back without prior authorisation.

Where a non-faulty B2B return is agreed as a goodwill gesture, goods must be unused, securely packaged and returned at the buyer's cost unless we agree otherwise in writing. We may offer a replacement, repair, refund, credit note or other appropriate remedy depending on the circumstances and the terms agreed for the order.

Complaints and Alternative Dispute Resolution

If you have a complaint, please contact us first using the email address above so that we can try to resolve the issue. If we are unable to resolve a complaint, you may be entitled to refer the matter to an Alternative Dispute Resolution provider. We are not obliged to participate in an ADR scheme unless required by law, but we will consider requests on a case-by-case basis.

Governing Law

These terms are governed by the laws of England and Wales, and any dispute relating to them shall be subject to the jurisdiction of the courts of England and Wales.

Shelden Glass Ltd — Email: sheldenglass@gmail.com — Company number: 16535123 — VAT registration number: 517854761 — Registered address: 122 Montacute Road, Yeovil, Somerset BA22 8ZD