Refund policy
Return & Refund Policy
Standard Returns
Customers may return eligible non-personalised, standard products within 14 days of receiving their order.
To be eligible for a return, the product must be:
- unused and undamaged,
- in its original packaging,
- complete with all supplied accessories and components.
Please contact us before returning any product so that we can provide return instructions.
Damaged, Defective or Incorrect Products
If your product arrives damaged, is defective, or you receive an incorrect item, please contact us as soon as possible.
To process the claim, please provide:
- your order number,
- a description of the issue,
- photographs clearly showing the product, packaging and damage or defect.
Where the product is confirmed to be damaged, defective or incorrectly supplied, we will arrange an appropriate replacement, repair or refund and cover reasonable return costs where applicable.
Personalised, Bespoke & Made-to-Order Products
Many Mind Glow Glass products are manufactured or personalised specifically for the customer.
Products made to the customer's individual specifications or clearly personalised cannot normally be cancelled or returned simply because the customer has changed their mind.
This includes, for example:
- engraved mirrors,
- personalised mirrors or glass,
- custom-sized products,
- bespoke LED mirrors,
- personalised glass panels,
- products manufactured to individual customer specifications.
This exclusion does not affect your statutory rights where a product is faulty, damaged, not as described or incorrectly supplied.
Return Shipping Costs
Where a return is required because of a confirmed manufacturing defect, transport damage or an error on our part, we will cover reasonable return or replacement costs.
For eligible standard products returned because the customer has changed their mind, the customer is responsible for the return shipping costs.
Because mirrors and glass products are fragile, they must be securely packaged for return. We recommend retaining the original packaging until you are satisfied with your order.
Refunds
Once an eligible returned product has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method. Depending on your bank or payment provider, it may take several business days for the refund to appear in your account.
How to Contact Us
To request a return or report a damaged, defective or incorrect product, please contact:
Mind Glow Glass UK
Email: arek@mindglowglass.com