Returns Policy

Last updated: 15.12.25

This Returns Policy explains your rights and our obligations when you purchase from Glass by Fiona, a UK-based business selling handmade fused glass products online.

This policy complies with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Your Legal Rights

Nothing in this policy affects your statutory rights under UK law.

2. Faulty or Damaged Items

If your item is faulty or damaged on arrival:

  • Please contact us within 14 days of delivery.
  • Provide clear photographs of the item and packaging where possible.
  • Do not dispose of the item or packaging until we advise you.

Once reviewed, we will offer one of the following as appropriate:

  • A replacement
  • A full refund

If a refund is issued for a faulty or damaged item, original delivery costs will also be refunded.

3. Change of Mind (Online Orders)

As you are purchasing online, you have the right to cancel your order within 14 days of receiving your item, in line with the Consumer Contracts Regulations 2013.

To cancel:

  • Notify us in writing (email is acceptable) within 14 days of delivery.
  • You then have a further 14 days to return the item to us.

Conditions:

  • Items must be unused, undamaged, and returned in their original packaging.
  • You are responsible for return postage costs unless the item is faulty.
  • We recommend using a tracked service for returns.

Once the returned item is received and inspected, a refund will be processed within 14 days.

4. Items That Cannot Be Returned

Returns will not be accepted if:

  • The item shows signs of use or damage caused after delivery
  • The item was not returned in its original condition

(This does not apply to bespoke or custom-made items).

5. Refund Method

  • Refunds will be issued to the original payment method used at checkout.
  • We cannot issue refunds to alternative payment methods.

6. Return Address

Return details will be provided once you contact us to request a return.

7. Contact Us

If you wish to request a refund or return, please contact us:

Email: fiona@glassbyfiona.com

Please include your order number in all correspondence.

8. Changes to This Policy

We may update this Refund & Returns Policy from time to time. Any changes will be posted on this page.