At puregoblet.com, we want customers to have a clear and straightforward experience when purchasing our glassware. This Refund & Return Policy explains the conditions and procedures for returns, exchanges, and refunds.
1. Return Eligibility
We accept eligible return requests for products that meet the following conditions:
- The return request is submitted within 30 days of delivery.
- The product is unused and in its original condition.
- The product is returned with its original packaging and any included accessories or materials.
- The product has not been damaged, altered, washed, or otherwise used after delivery.
- The item is suitable for resale in its original condition.
For hygiene, safety, or other product-specific reasons, certain items may not be eligible for return where permitted by applicable law. Any applicable exclusions will be communicated on the relevant product page or before purchase.
Nothing in this policy limits any mandatory consumer rights or remedies provided by applicable law.
2. Non-Returnable Items
A return may be refused when an item:
- Shows signs of use or washing
- Has been damaged after delivery due to improper handling
- Has been altered or modified
- Is missing original packaging or included components where these are necessary for resale
- Is returned outside the applicable return period
- Cannot reasonably be resold in its original condition
Products received damaged, defective, or incorrect are handled separately under Section 6 of this policy.
3. How to Request a Return
To request a return, please contact us through the contact information or contact form available on puregoblet.com.
Please provide:
- Order number
- Name used when placing the order
- Product name or description
- Reason for the return
- Photographs of the product when relevant
For damaged, defective, or incorrect items, photographs of the product and packaging may be requested to help us evaluate the issue.
Please do not send a product back before receiving return instructions from us.
4. Return Review and Authorization
After receiving your return request, we will review the information provided and determine whether the product qualifies for return.
We aim to respond to return requests within 2–3 business days.
If the return is approved, we will provide the applicable return instructions.
Products returned without prior authorization or sent to an incorrect address may experience processing delays.
5. Return Shipping
For returns due to a change of mind, preference, ordering the wrong item, or another non-quality-related reason, the customer may be responsible for the applicable return shipping cost unless otherwise required by applicable law.
For products that arrive damaged, defective, or materially different from what was ordered, we will review the issue and, where the claim is confirmed, provide an appropriate resolution in accordance with applicable law and this policy.
6. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, or contains an incorrect product, please contact us as soon as reasonably possible after delivery.
Please provide your order number and clear photographs showing the issue and, where applicable, the product packaging.
After reviewing the claim, we may offer one of the following remedies, depending on the circumstances:
- Replacement of the affected product
- Exchange for an eligible product
- Refund of the affected product
- Another appropriate remedy permitted by applicable law
Customers should retain the original product and packaging until the issue has been reviewed and further instructions have been provided.
7. Exchanges
Eligible products may be exchanged when the requested replacement is available.
To request an exchange, contact us with your order number, the product you received, and the product you would like to receive instead.
Exchange requests must meet the same general return conditions described in this policy.
If the requested replacement is unavailable, we may offer a refund or another available resolution.
8. Exchange Process
The exchange process generally follows these steps:
- Contact us with your order details and exchange request.
- We review the request and confirm whether the item qualifies.
- If approved, we provide return instructions.
- The eligible product is returned according to those instructions.
- After the returned product is received and reviewed, the replacement order will be arranged when the requested item is available.
We aim to complete the return inspection within 3–5 business days after the returned item is received.
9. Refund Processing
Once an eligible returned product has been received and approved following inspection, we will initiate the applicable refund.
Refunds are generally issued to the original payment method used for the purchase.
We aim to process approved refunds within 3–5 business days after the return has been received and approved.
After we initiate the refund, the time required for the funds to appear in the customer’s account may depend on the payment provider or financial institution. Stripe notes that refunds can take 5–10 days to appear in a customer’s account after processing.
10. Partial Refunds
In certain circumstances, a partial refund may be offered when only part of an order is affected or where permitted under the applicable return arrangement.
The amount of any partial refund will be communicated to the customer before the refund is processed.
11. Shipping Charges and Refunds
Original shipping charges may be non-refundable for returns that are not related to a product quality issue, except where otherwise required by applicable law.
Where a product is confirmed to have arrived damaged, defective, or materially incorrect, the applicable shipping and refund arrangements will be determined based on the circumstances and applicable law.
12. Return Inspection
Returned products may be inspected after receipt to confirm that they meet the conditions of this policy.
If an item does not meet the return requirements, we may decline the requested refund or exchange. Where appropriate, we may contact the customer regarding the available options.
13. Order Cancellation
If you need to cancel an order, please contact us as soon as possible.
We will make reasonable efforts to accommodate cancellation requests before an order enters processing or shipment.
Once an order has been processed or shipped, cancellation may no longer be possible, and the request may instead be handled under this Refund & Return Policy.
14. Refunds for Canceled or Unfulfilled Orders
If an order is canceled by us before fulfillment and payment has already been collected, the applicable amount will be refunded to the original payment method.
Refund timing after the refund has been initiated may depend on the payment provider or financial institution.
15. Fraud Prevention and Payment Disputes
If you have a concern about an order, payment, return, or refund, please contact us directly so that we can review the issue and provide assistance.
We encourage customers to contact us before initiating a payment dispute when possible, as this gives us an opportunity to investigate and resolve the matter.
16. Contact Us
For questions regarding returns, exchanges, refunds, damaged products, defective products, or order cancellations, please use the contact information or contact form available on puregoblet.com.
When contacting us about an existing order, please include your order number and relevant details so that we can review your request efficiently.
We are committed to handling eligible return and refund requests in a clear and timely manner.