Refund and Returns Policy

Refund Policy

At Autonomous Glassworks, you may request a refund under the following conditions: the item was never shipped, the item you received is significantly different from its description, it was damaged during shipping, or the shipment was lost. Refund requests are only accepted in these specific cases. An item you receive being significantly different from its description refers to issues such as scratches, stains, cracks, incorrect size, or in some instances, color discrepancies. Refunds will not be granted for general dissatisfaction with the item unless it falls under the outlined issues above. In cases where a dispute arises that requires input from the artist, the artist’s decision will be considered final.

To request a return, the buyer must email autonomousglass@gmail.com within 48 hours (or 2 business days) of receiving the item, as indicated by the tracking information. For example, if the item is delivered on a Monday, the return request must be submitted no later than by midnight on Wednesday. Requests submitted after this time frame will not be eligible for a refund.

Buyers are required to initiate the return process by emailing autonomousglass@gmail.com. Any requests received outside the 48-hour (or 2 business day) window will not be considered, and any claims beyond this time-frame will be void. The buyer also acknowledges that no refund requests made outside of the return period will be subject to charge-backs. It is the buyer’s responsibility to fully inspect the item upon receipt and ensure it matches the condition described in the listing.

A complete unboxing video is required for all refund claims. The video must start before the package is opened and clearly show the unsealing and full contents of the package. This unboxing video must be emailed to autonomousglass@gmail.com within the 48-hour (or 2 business day) return window to qualify for review. Please see our Unboxing Guidelines for detailed instructions. The video must be continuous, unedited, and capture the entire process from before the box is opened to after the item is fully unwrapped. The package must remain sealed, as it was when it left our studio, at the start of the video. This documentation serves as proof that any damage occurred before the item reached you. Any evidence of tampering with the package (such as opening and resealing) will result in the claim being invalid.

Item is Significantly Different

An item is considered “significantly different” if the buyer can demonstrate that it does not refelct the seller’s listing description or photos. Below are examples of when an item may be considered “significantly different”:

1. The item received is a different color*, model, or size.
2. The item’s design differs from what was advertised.
3. The item arrives damaged or with missing parts.
4. The buyer received an incorrect quantity (e.g., purchasing two items but receiving only one).
5. The item’s condition was misrepresented (e.g., described as new but is used).

• * Color Variations
  Please be aware that the colors of our glass art may appear slightly different in person compared to how they look on your screen. This can happen due to various factors, such as differences in screen settings (brightness, contrast, and color calibration), the lighting under which the product is viewed, and natural variations in the glass itself. We make every effort to capture and present accurate images of our products, including multiple photos to reflect their true appearance.

While we accept refund requests for items that differ significantly from the description, minor color variations between the photos and the actual item are not considered defects. If you have concerns about color or appearance, feel free to contact us for further clarification before making your purchase.

Please note that dissatisfaction with the order does not qualify for a refund.

Partial Refunds

1. Partial Refund Agreement:
   1. In cases where an item is not as described, both the buyer and seller can negotiate and mutually agree on a partial refund instead of a full return.
   2. The partial refund should reflect the degree of the discrepancy and how it impacts the item’s value or usability.
   3. Both parties must agree on the partial refund amount before proceeding.
2. Refund Process:
   1. Once the buyer and seller reach an agreement, Autonomous Glassworks will issue the partial refund based on the agreed-upon amount.
3. Line-Item Refund: For items that are part of a larger order, we may issue a refund for the specific item returned.
4. Returning the Item:
   1. If no agreement on a partial refund can be made, the item will be returned and the full transaction amount refunded. In such cases, the seller will cover the return shipping costs unless otherwise agreed by both parties.

This policy applies specifically to cases where an item is not as described. For other situations, such as non-delivery, different refund policies may apply.

Item Lost in Transit

1. Definition of a Lost Package:
   1. A package is considered lost if it cannot be located using the shipping provider’s tracking system.
   2. A package is classified as lost if it has been in transit for more than 14 days beyond the estimated delivery date provided by the shipping company.
2. Seller’s Responsibility:
   1. If a package is deemed lost based on the criteria above, it is the seller’s responsibility to take action.
   2. The seller must file a missing package claim with the shipping provider once it becomes evident the package cannot be located.
   3. The missing package claim should include all relevant details such as tracking number, shipping information, and any required supporting documents.
3. Resolution Process:
   1. After submitting the claim, the seller must allow the shipping provider up to 72 hours to investigate and resolve the issue.
   2. If no resolution is provided within this period, Autonomous Glassworks will issue a full refund to the buyer.
   3. The refund will cover the total amount paid by the buyer, including the item cost and any shipping fees.
4. Delivered Item After Refund:
   1. If a lost package is delivered after a refund has been issued, the buyer is responsible for paying for the item.
   2. Failure to reimburse the seller may result in restrictions on future purchases or other actions as determined by Autonomous Glassworks.

By purchasing from Autonomousglassworks.com, buyers agree to the terms of this lost package policy.

Signature on Delivery

1. Definition of Signature on Delivery:
   1. Signature on delivery is a shipping method requiring the recipient to sign as proof of receipt.
   2. This method adds an extra layer of security, protecting the seller in case of theft or if the buyer falsely claims non-delivery.
2. Signature on Delivery Requirements:
   1. Signature on delivery is optional but recommended for full protection in case a buyer claims non-receipt after the package is marked as delivered.
   2. Autonomous Glassworks can choose to use this option but is not required to do so for all shipments.
3. Seller’s Responsibility:
   1. If the seller opts out of using signature on delivery, they assume full responsibility for any claims of non-delivery or theft.
4. Dispute Resolution:
   1. If a dispute arises regarding non-delivery, the seller must provide proof of delivery if signature on delivery was not used.

For further questions, contact us at autonomousglass@gmail.com.