WE CAN ONLY ACCEPT ITEMS THAT ARE COMPLETELY UNUSED. IF AN ITEM HAS BEEN USED, WE WILL NOT ACCEPT A RETURN. NO EXCEPTIONS.
If for some reason you have received your product, and no longer want to keep it, please make sure to send an email to firstname.lastname@example.org before sending out your return so that our team can be prepared to process your return.
BROKEN OR DAMAGED ITEMS:
If your order arrives broken or damaged, please take photos of the damaged or broken item next to your package with the shipping label visible. Broken or Damaged items must be reported within one week (7 days) to be eligible for replacement. Email the above information to info@hitideglassworks and we will process your replacement pieces as quickly as we can.
MISSING ITEMS :
If an item is missing from your order Please email email@example.com with a photo of your invoice and an explanation of what was missing. Missing items must be reported within one week (7 days) to be eligible for a replacement. Our shipping department films every order being packed so we can verify that the invoice should match the shipment. We’re happy to share that footage to help reconcile missing items if needed.
If you receive the product you did not order please send a photo of the shipment content along with a photo of your invoice to firstname.lastname@example.org Incorrect items must be reported within one week (7 days) to be eligible for a replacement. Once the error is confirmed, we will process your replacement pieces as quickly as we can.
A defect is anything that compromises the integrity of the piece and causes it to leak or break. (Example include: Cracks, Leaks, Faulty welds or ill-fitting joints)
Our products are handblown glass, and some of their dimensions may vary from item to item. Some minor aesthetic defects fall within our acceptable quality standards and will not be eligible for replacements or refunds
Hand blown Glass is fragile and should be treated with caution. Please store your Hitide glassworks pieces in a cool dry place away from direct sunlight. (if you drop glass on the ground and it breaks, that is not unusual)
Please email email@example.com with your proof of purchase and a description of the defect. Depending on the nature of the defect, we may ask you to send us a picture or video. Once the defect is confirmed, we’ll issue you a store credit for the value of the piece.
The shipping of any item that has been used with cannabis products across state lines or within the state of Texas is strictly illegal. Hitide Glassworks will not receive back any piece that has been used, regardless of what substances it has been used with. Thoroughly cleaned pieces are no exception, as they may still carry trace residue. If you think you'll need to return a piece for any reason, please contact us BEFORE using it.