Refund policy

Refund Policy

CozyGlassArt ("we" and "us") does not offer refunds as each stained glass piece is handcrafted specifically for you, with your customization and chosen design in mind. If your art piece arrives damaged, please contact us and we will mediate the situation as quickly as possible to ensure that you are left satisfied with your purchase.

In the unlikely event that your stained glass does arrive damaged (such as cracked glass or broken solder joints from transit), we will require a proof of purchase, your order number, as well as clear photos and videos of the damaged item and the shipping box. Our customer service team will then evaluate each issue on a case-by-case basis and ensure that you receive your art piece without damages.

To start a claim, please contact us at support@cozyglassart.com. Please ensure that your order number is included in the subject line of the email. If your claim is accepted, we’ll send you instructions and a timeline on how you will receive your undamaged item. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at support@cozyglassart.com.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged in transit, or if you received the wrong item, so that we can evaluate the issue and make it right. Because glass is a fragile material, we strictly require a 7-day period upon receipt of your custom stained glass to lodge any claims regarding delivery damages, defects, or errors on our part.

24-Month Craftsmanship Warranty

We offer a 24-Month Craftsmanship Warranty on all our stained glass products from the day of purchase. This warranty covers manufacturing defects, such as issues with the copper foil, lead came, or solder joints failing under normal indoor display conditions.

If there is a craftsmanship issue with the product, the customer is asked to send us an email with details of the issue, alongside a picture or video, to support@cozyglassart.com. From there, we will assess the severity of the issue and whether it can be repaired or needs to be fully replaced.

Please note: This warranty is NOT extended to incidents where the glass is damaged through external circumstances. We do not cover cracked or shattered glass caused by dropping, mishandling, improper hanging, or harsh weather conditions (if placed outside).

  • 24 months for the Stained Glass Art Piece.

  • Warranty does not apply to complimentary hanging accessories (such as suction cups, ribbons, or standard chains).

About the shipping cost for the warranty:
For warranty claims (after the initial 7-day delivery damage window), the buyer is responsible for the shipping costs. This includes:

  • Shipping fee to send the product back to our studio.

  • Shipping costs to send the repaired/warrantied product back to the customer's address.

Replacements

We will notify you once we’ve received and inspected your return, and let you know if the replacement or repair was approved. If approved for a replacement, you’ll be automatically entered into our system for a new, identical stained glass piece (same design, same size, same glass colors, same finish, etc.) to be handcrafted and shipped to the same address. Please remember it can take some time for us to re-manufacture your custom glass art and have it delivered to you.