1. General Policy
At Glass Obsession, we strive to ensure that you are delighted with your purchase. If you are not fully satisfied, our returns and exchanges policy is designed to offer you peace of mind and flexibility.
2. Eligibility for Returns and Exchanges
- Return Window: You may return or exchange items within 14 days from the date of receipt.
- Condition: Items must be unused, in their original packaging, and in a resellable condition. For safety and hygiene reasons, certain items like custom orders or those that have been personalised cannot be returned or exchanged.
3. Process for Returns
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Request a Return Authorization: Contact alchemist@glassobsession.co.nz to request a return authorisation. Please include your order number, a brief explanation of the reason for the return, and any relevant photos if applicable.
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Shipping: Once your return is authorised, you will receive instructions on how to send the item back. Please ensure that you pack the item securely to prevent damage during transit. Return shipping costs are the responsibility of the customer unless the return is due to a fault on our part.
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Inspection and Refund: Upon receiving the returned item, we will inspect it to ensure it meets our return criteria. Once approved, we will process your refund to the original payment method within 7 business days. Please note that shipping costs are non-refundable.
4. Process for Exchanges
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Request an Exchange: Contact our customer service team at alchemist@glassobsession.co.nz with your order number and details of the item you wish to exchange. Include information on the replacement item you would like to receive.
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Shipping: Similar to returns, you will need to ship the original item back to us in its original, unused condition. You will be responsible for the shipping costs of the returned item, but we will cover the shipping cost of sending the replacement item.
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Processing: Once we receive and inspect the returned item, we will ship your replacement. You will receive a confirmation email with tracking information for your new item.
5. Damaged or Faulty Items
If your item arrives damaged or faulty, please contact us immediately at alchemist@glassobsession.co.nz. We will arrange for a return at no cost to you and offer a replacement or refund based on your preference.
6. Contact Us
For any questions or concerns regarding our returns and exchanges policy, please reach out to our customer service team at:
- Email: alchemist@glassobsession.co.nz
- Phone: +64 021 783 223
- Address: 18B Willis St, Torbay Auckland
7. Changes to Policy
Glass Obsession reserves the right to amend this policy at any time. Any changes will be posted on our website and will be effective immediately upon posting.
Thank you for shopping with Glass Obsession We appreciate your business and are here to help ensure your satisfaction with every purchase.