Refund policy

SAMPLES

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To return your item, you have to ship it in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@creoglass.co.uk. If your return is accepted, please use the same packaging and post it back to CreoGlass Design Ltd.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at sales@creoglass.co.uk.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item so we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain items cannot be returned, like Custom and made-to-order products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take time for your bank or credit card company to process and post the refund.

ALL OTHER PRODUCTS

RETURNS

All items are handcrafted and are only made when you place an order. Therefore we don’t usually accept returns or exchanges on our products unless the fault was ours. Any fault must be reported within seven days of delivery.

CANCELLATIONS AND REFUNDS 

Once an order has been placed, the manufacturing stage starts immediately, and costs are borne directly by us. Therefore we stress that once an order has been placed, it cannot be cancelled.

FAULTY

Product colours shown on the website are only as accurate as the web design process allows. There will always be variance due to screen vendor, age, type, resolutions and environmental factors (such as lighting). Still, we are not liable for any errors in matching colours due to a customer’s perceptions.

We quality control each splashback before it leaves the workshop.

If an item is faulty, we want to fix the problem, so please contact us within seven days of delivery. We will offer to repair or replace the damaged splashback. Please send the item back in its original packaging. If you wish to receive a refund for the faulty splashback, as with all returns, we can only process a refund once the splashback has arrived back with us.