Refund policy
Return & Refund Policy
Last updated: July 07, 2026
This Return & Refund Policy applies to eligible orders placed through the FusionGlassArt online store.
1. Return Window for Standard Products
Standard, non-custom products may be returned within 14 days of delivery.
To be eligible for a return, the item must be:
- Unused
- Undamaged
- Returned in its original protective packaging
- Carefully repacked to prevent damage during return shipping
- Accompanied by proof of purchase
Return shipping costs are borne by the customer unless otherwise agreed in writing.
Items sent back without first requesting a return will not be accepted.
2. How to Start a Return
To start a return, please contact us at studio@fusionglassart.com.
If your return is accepted, we will provide return instructions, including how and where to send the package.
Returns must be sent to:
Fusion Glass Art Co., Ltd.
Koolpunt 10, Chai Sathan
Saraphi District
Chiang Mai 50140
Thailand
3. Non-Returnable Items
The following items are not eligible for return or exchange unless they arrive damaged or defective:
- Made-to-order pieces
- Personalized items
- Custom commissions
- Limited edition or numbered series
- Gift cards, if offered
- Sale items, unless otherwise required by applicable law
Made-to-order, customized, personalized, or individually produced items are created specifically for the customer and cannot be returned unless required by applicable mandatory consumer protection law.
4. Exchanges
We do not guarantee direct exchanges.
The fastest way to receive another item is to return the original item, where eligible, and place a separate order for the new piece once the return has been accepted.
5. Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery.
If an item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at studio@fusionglassart.com.
To process a damage or defect claim, please provide:
- A brief description of the issue
- Clear photographs of the item
- Clear photographs of the packaging
- A photograph of the shipping label
- Your order number or proof of purchase
Failure to report visible transit damage within this timeframe may limit our ability to verify the damage with the carrier. This does not affect any mandatory consumer rights.
Where possible, we will first offer a replacement. If a replacement is not feasible, we may issue a refund after the claim has been reviewed and confirmed.
6. Refunds
We will notify you once we have received and inspected your return, or once a damage claim has been reviewed.
If the refund is approved, it will be issued to the original payment method used at checkout.
Approved refunds are usually processed within 5 to 7 business days after the returned item has been received and inspected, or after a damage claim has been confirmed.
Please note that banks, credit card companies, and payment providers may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at studio@fusionglassart.com.
7. European Union Orders
Orders from the European Union are accepted only upon individual request and are subject to separate confirmation.
If an order is shipped to the European Union and mandatory consumer withdrawal rights apply, the customer may have the right to cancel or return the order within 14 days, subject to applicable legal requirements.
Made-to-order, customized, personalized, or individually produced items may be excluded from cancellation or return rights where permitted by applicable law.
8. Material Variations
FusionGlassArt pieces are made through a controlled kiln-fusing process. Subtle variations in color depth, texture, thickness, surface movement, bubbles, dimensions, or edge character may occur.
These material and process-related variations are inherent to kiln-fused glass and are not considered defects, provided they do not affect the functional use, food-safe surface, or structural integrity of the piece.
9. Contact
For returns, damage claims, or refund questions, please contact: