Refund Policy
At BuffedGlass, we want customers to feel confident when placing an order. Since many of our products are fragile, we carefully package each order and review refund or replacement requests on a case-by-case basis.
By placing an order with BuffedGlass, you agree to the terms outlined in this Refund Policy.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible at:
We will do our best to cancel the order before it is processed or shipped. However, once an order has been processed, packed, or shipped, we may not be able to cancel it.
If the order has already shipped, the order will be treated according to our return and refund terms below.
Returns
We accept return requests within 14 days of delivery, as long as the item is:
- Unused
- In its original condition
- In its original packaging, if possible
- Not damaged by the customer
- Approved for return by BuffedGlass before being sent back
To start a return, please email us at buffedglass@gmail.com with your order number and reason for return.
Please do not send items back without contacting us first. Returns sent without approval may not be accepted.
Final Sale Items
For safety, hygiene, and product integrity reasons, certain items may be considered final sale and may not be eligible for return once opened, used, or removed from original packaging.
Final sale items include:
- Used items
- Opened items that cannot be safely resold
- Items damaged after delivery
- Sale or clearance items, unless required by law
- Gift cards, if applicable
Damaged Items
If your order arrives damaged, please contact us within 48 hours of delivery at:
Please include:
- Your order number
- Clear photos of the damaged item
- Clear photos of the outside packaging
- Clear photos of the inside packaging and protective materials
Please keep the damaged item and packaging until your claim has been reviewed, as the shipping carrier may require photos or inspection.
If the damage claim is approved, BuffedGlass may offer a replacement, store credit, partial refund, or refund depending on the situation.
Damage claims submitted after 48 hours, without photos, or without the original packaging may not be eligible for replacement, store credit, or refund, unless required by applicable law.
Incorrect, Missing, or Defective Items
If you receive the wrong item, are missing an item, or believe your item has a defect, please contact us within 48 hours of delivery.
Please include your order number and clear photos of the item and packaging.
If the issue is confirmed, BuffedGlass will work with you to resolve it through a replacement, store credit, partial refund, or refund where appropriate.
Return Shipping Costs
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Original shipping fees are non-refundable once an order has shipped, unless required by applicable law.
If a replacement is approved due to damage, defect, or store error, BuffedGlass may cover replacement shipping at our discretion.
Refund Approval
Once we receive and inspect the returned item, we will notify you whether your refund has been approved or declined.
If approved, the refund will be issued to the original payment method used at checkout. Shopify notes that refunds are generally issued back to the customer’s original payment method/currency through the refund process.
Please allow time for your bank, credit card provider, or payment provider to process the refund after it has been issued.
Non-Refundable Situations
Refunds may not be provided in the following situations:
- The customer entered an incorrect or incomplete shipping address
- The package was marked as delivered by the carrier, but was lost or stolen after delivery
- The item was used, opened, altered, or damaged after delivery
- The customer no longer wants the item after it has been shipped
- The return request was made after the return window
- The item was returned without approval
- The customer refused delivery or failed to pick up the package
- Damage was reported without the required photos or after the reporting window
This does not limit any rights you may have under applicable consumer protection laws.
Lost or Stolen Packages
If a package is marked as delivered by the shipping carrier but you have not received it, please first check with neighbours, building management, your local post office, or the shipping carrier.
BuffedGlass is not responsible for stolen packages after confirmed delivery by the carrier. However, you may contact us and we will do our best to assist where possible.
Refused or Returned Packages
If a package is returned to BuffedGlass because of an incorrect address, failed delivery attempt, refusal, or failure to pick up the package, the customer may be responsible for any additional shipping fees required to resend the order.
Original shipping fees may not be refundable unless required by law.
Exchanges
We do not guarantee exchanges. If you would like a different item, please contact us first.
Depending on the situation, we may recommend placing a new order and returning the original item if it qualifies for return.
Consumer Rights
Nothing in this Refund Policy limits any rights you may have under applicable consumer protection laws.
For Ontario online purchases over $50, consumer protection rules may apply to internet agreements, including certain cancellation rights when required information is not provided or delivery obligations are not met.
Contact Us
For refund, return, or order concerns, please contact us at: