Refund policy

Dear customers,

we want you to be completely satisfied with your purchase. 

If for any reason you are not, we offer a 14-day return period for all our glass products, starting from the date you receive your order. Please read the following guidelines to ensure a smooth return process:

European Union Cooling-Off Period:

  • If your order is shipped within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without needing to provide a justification. To exercise this right, the item(s) must be in the same condition as when you received them—unused, undamaged, in their original packaging, and with any stickers, stamps, or tags still attached. You will also need to provide the receipt or proof of purchase.

  • The process for requesting and returning items under this cooling-off period follows the procedure outlined in our general return policy below.


1. Eligibility for Returns:

  • Products must be unused, undamaged, and in their original packaging.

  • Returns must be initiated within 14 days of receipt of your order.

  • Custom, tariffs, duties, taxes, personalised and sale items are non-returnable and non-refundable unless they arrive damaged or defective. Gift cards are also non-refundable.

 

2. Return Process:

  • To start a return, contact our team at marketing@wavemuranoglass.com.  You must get in touch with us within 14 days since the delivery. Please provide your order number, product details, and reason for return.

  • Items returned without prior authorisation will not be accepted.

  • Once your return is approved, we will provide you with detailed instructions, including the return shipping address.

  • Securely package the product in the original package to prevent any damage during shipping. We recommend using the original packaging to ensure the maximum safety during the transport.

  • When we receive the shipping, we will proceed to inspect the products. Unless the item arrived already damaged to your address, we only accept undamaged and unused products, sealed in their original package.
  • Once your return is accepted, we will process a complete refund (minus the shipping costs to deliver the package to your address).


3. Return Shipping Costs:

  • The customer is responsible for return and delivery shipping costs unless the item arrived damaged, defective, or incorrect.

  • We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item. Please use a professional shipping service.


4. Refunds:

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed within 14 days. The refund will be issued to your original payment method. Please allow additional time for your bank or credit card company to process the refund. If more than 15 business days have passed since approval and you have not received your refund, contact us at marketing@wavemuranoglass.com

  • Please note that shipping costs are non-refundable.


5. Damaged or Defective Items:

  • Inspect your order upon receipt. If you receive a damaged or defective item, please contact us immediately with photos of the damage and the packaging so we can resolve the issue. If the order arrive to you damaged, you must contact us within max 48-hours from the delivery.

6. Exchanges:

    • We do not offer direct exchanges. If you wish to exchange an item, please return the original product for a refund and place a new order for the desired item.

7. International Returns:

    • For international returns, please note that any customs duties, taxes, or fees associated with the return will be the responsibility of the customer.