REFUND & RETURNS POLICY
At Lava Glassworks, each piece of fused glass artwork is carefully handmade and packaged with care. We hope you love your purchase, but if something isn’t right, please contact us and we’ll be happy to help.
Returns & Cancellations
If you purchase a standard, non-personalised item through our website, you have the right to cancel your order within 14 days of receiving it.
Please contact us within this 14-day period to tell us that you wish to cancel your order.
Once you have notified us, the item should be returned to us within 14 days.
Returned items should be handled with reasonable care and, wherever possible, returned in their original packaging to help protect the glass during transit.
Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning it to us.
We strongly recommend using a tracked and appropriately insured delivery service when returning glass artwork, as you are responsible for the item until it reaches us.
Refunds
Once your return has been received, we will inspect it and process any refund due.
Refunds will normally be made using the same payment method used for the original purchase and will be processed without undue delay and no later than 14 days after we receive the returned goods or evidence that they have been sent back, where applicable.
Where you cancel the whole order under your statutory cancellation rights, we will also refund the cost of our standard delivery option. Any additional amount paid for an upgraded or express delivery service does not have to be refunded.
We may make a reasonable deduction from a refund if an item has been handled beyond what would reasonably be necessary to inspect it and this has reduced its value.
Personalised, Bespoke & Commissioned Artwork
Many Lava Glassworks pieces may be created specifically for an individual customer.
Items that are made to your specifications, commissioned, personalised or clearly customised for you cannot normally be returned simply because you have changed your mind.
This does not affect your statutory rights if the item is faulty, damaged or not as described. Bespoke and customised goods are specifically excluded from the normal 14-day change-of-mind cancellation right.
Damaged or Faulty Items
Because our products are made from glass, we take particular care when packaging orders.
If your artwork arrives damaged, please contact us as soon as possible after delivery.
Please include:
- Your name and order number
- A description of the problem
- Clear photographs of the damaged item
- Photographs of the packaging where possible
We will arrange an appropriate replacement, repair or refund, depending on the circumstances and your statutory rights.
Your legal rights in relation to faulty, damaged or misdescribed goods are not affected by this returns policy. The Consumer Rights Act provides, among other remedies, a 30-day short-term right to reject qualifying faulty goods.
Handmade Glass
Please remember that Lava Glassworks artwork is individually handmade.
Small variations in colour, shape, texture, bubbles and finish are a natural part of the fused-glass process and make each piece unique. These normal characteristics of handmade glass are not considered faults.
International Orders
Customers outside the UK are responsible for return postage costs unless an item is faulty, damaged or incorrect.
Any customs duties, import taxes or other charges associated with an international return may also be the customer’s responsibility where permitted by applicable law.
Your statutory rights in your country of residence are not affected.
Workshop & Studio Bookings
Fused glass workshops, studio sessions and other booked creative experiences are subject to separate booking and cancellation terms.
These terms will be clearly provided when workshop and studio bookings become available.
This is important because leisure services booked for a specific date or period can be treated differently from ordinary online purchases under the Consumer Contracts Regulations.
Contact Us
If you would like to cancel an order, arrange a return, or report a damaged or faulty item, please contact:
Lava Glassworks
Fife, Scotland
Email: info@lavaglassworks.co.uk
Please include your order number wherever possible.