We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 16/04/2021.

When you receive a product it is important that you check it as soon as possible on the basis of the invoice and always before using it. If an error or problem occurs, it must be communicated to us as soon as possible so that we can investigate it.

Your legal rights

This Returns Policy does not affect your statutory rights.

The right to cancel

You have the right to cancel this contract within 14 days and without giving reasons.

The withdrawal period expires 14 days after the day on which you or a third party designated by you, who is not the carrier, physically takes delivery of the goods.

To exercise your right to cancel, you must notify us of your decision by means of a clear statement (info@masterglass.eu).

Make sure that the items being returned are in the original packaging. Unwanted goods must be undamaged.

Effect of the cancellation

If you cancel this contract, you will receive back from us all payments that we have received from you, including delivery costs. Note: the return costs are for your own account.

We may make a deduction from the compensation for a decrease in value of the goods caused by unnecessary handling by you.

We will make the refund without undue delay and no later than:

(a) 14 days after the day we receive the delivered goods from you, or

(b) (if faster) 14 days after the day you provide proof that you have returned the goods, or

(c) If no goods have been delivered, 14 days from the day on which we are informed of your decision to cancel the contract.

We will make this refund using the same payment method that you used for the original transaction, unless you have expressly agreed to another payment method. You will bear the costs of returning the goods.

What should I do if I received the wrong product?

We set high standards for the packaging of the orders, but sometimes mistakes are made. We apologize if this is the case. We will do our best to resolve the issue as quickly as possible and with the least possible inconvenience.

We will consider each case separately when it concerns the return of products. In some cases, we may need more information (such as photos) to decide the best solution. Our goal is always to achieve the best solution as quickly as possible.

What should I do if my item is damaged?

We do our best to prevent damage during shipping but problems may occur. We apologize if you have received a damaged item.

We would like to ask you not to refuse the delivery, but to accept it and contact us directly via info@masterglass.eu

How do I report a possible error to my product?

We apologize if you believe there is anything wrong with an item. We take complaints about the quality of our products very seriously and will have to investigate the problem carefully.

To be able to do this, we ask if you can contact us via info@masterglass.eu. Provide details of the error and add photos to the message if possible.

How can I arrange a return?

Before returning anything, please contact info@masterglass.eu. Please include your order number.

Please pack the item securely and attach the order form.

Make sure you receive proof of postage when you return the item. Without this proof, in the unlikely event that the item is lost in transit, we will not be able to process a refund or send a replacement item.

If you have requested a replacement item and this product is no longer available, we will refund the amount and return it to the account used for the original purchase.

Any item that you have accepted and then returned is your responsibility until it reaches our warehouse. We recommend using a supplier who insures the amount of the goods.

How will my return shipment be processed?

We are happy to refund the shipping costs if the return shipment is necessary due to our error. For example;

– If we have sent the wrong article.

– If the item is damaged or defective (taking into account that it is manual work and upcycled products.

We will not reimburse the shipping costs of items you have changed your mind or no longer need. These costs are for you and we recommend using a supplier who insures the amount of the goods.

We will not reimburse shipping costs for items returned due to an alleged defect or error that we cannot detect in the testing process. The cost of returning the item to you will depend on the item and will be communicated after the testing process is complete.

Complaints

If you are not satisfied with the way we have handled the return or replacement of an item, we would love to hear about it.
Our goal is to solve the problem for you and we would like to ask you to contact us at info@masterglass.eu