PRODUCT AND MATERIAL DISCLAIMERS

New production or mouth blown art glass sheets may contain bubbles, indents from rollers, thickness/texture variations, surface imperfections, or markings. These are all reminders of the handmade processes involved with this craft from start to finish. Completed artworks may show evidence of a handmade process too.  You may notice where the edges of glass have been ground by hand or where solder lines have light rippling.  These marks remind us of the love and care that went into this handcrafted artwork.  Each variation you find gives your stained glass character and shouldn’t impact the overall joy it brings you once it’s hanging in your home.

In an effort to reduce impact, some artworks will utilize glass that has been salvaged from closing glass studios or sheets deemed as imperfect by suppliers due to common marks from the manufacturing process. Items with recovered or vintage glass may have slight imperfections that do not impact the overall integrity of the item, but keep the raw materials out of a landfill. Out of production glass that has been recovered may have fine scratches, thickness variations, light roller marks, or slight indents due to the age of the materials and/or production processes.  None of these minor imperfections in the glass selected will affect the value or structural integrity of the artwork. I will take extra care to point out any anomalies in the listing photographs and descriptions to ensure that you understand where the imperfections are prior to your purchase. It is important to note that small imperfections go unseen once the glass is hanging in a window. I encourage everyone to consider purchasing a piece with recovered glass, as it gives new life to materials that would otherwise go to waste. New is great, but recovered is better for the environment.

The color settings on your device may impact how you view the colors of a piece in person, which is out of my control.  Some glass has color shifting properties that are difficult to capture with a camera.  Glass may look different backlit than it does without the glow of a light source shining behind it.  I will always do my best to accurately represent the colors of glass selected for each artwork in the listing photographs.

INCORRECT OR INCOMPLETE ADDRESSES

If an item is returned to Refraction Lab due to an incorrect or incomplete address, the customer will be contacted so that reshipment can be coordinated. Additional shipment costs will be the responsibility of the customer. I am unable to correct or change an address for an order once the item has shipped, so please double check your order details.

STANDARD PROCESSING TIMES

Building stained glass and preparing it for shipment is an incredibly laborious process. Considerable amounts of effort go into preparing each item for shipment to minimize occurrences of breakage. It is important to remember that Refraction Lab is a small business owned and operated by one individual.  Numerous orders can be placed all at once during a shop update and it may take some time to get these items ready for shipment. Your patience is always appreciated while I work to get your packages prepared and shipped to you. As a standard, I will always do my best to ship orders out quicker than the times listed below.

Items listed in the shop as ready to ship have been previously built and are ready to go within 5-7 business days for order processing time.

Made to order items are built at the time of order placement.  These listings require a 3-4 week lead time for the build to take place, plus a 5-7 business day lead time for order processing. Please refer to individual listings for exact build times.

Lead times for custom work will be quoted on a case by case basis, as processing times are heavily dependent on the size and complexity of the build.  If there are strict timelines for custom projects, they should be discussed at the time of quote.

For all scenarios above, please allow an additional 3-7 business days for transit time from the shipment providers, although the majority of orders will typically arrive within 1-3 business days. Please note that transit times do not include Saturday, Sunday or holidays.

CANCELLATION

Contact me right away if cancelation for a full refund is needed.  I am only able to cancel items that have not gone into production or been shipped yet.  Once an item enters the production or shipping phase, I am unable to cancel it. Please email your cancelation request as soon as possible to hello@shoprefractionlab.com with the subject line “Order Cancellation.” In the body of your email please provide any details that would help me to quickly identify your order.

SHIPPING

Shipping is free and included with each order.

Refraction Lab is currently shipping within the Continental U.S. only, excluding Alaska and U.S. Territories. At this time I do not ship internationally, as stained glass is incredibly fragile. Shipping locations are subject to change in the future, as I have aspirations to expand these territories.

Most orders will be shipped via USPS and if necessary, UPS. The expected delivery date with USPS will be approximately 1-3 business days based on origin, destination, and drop-off times. Please note that transit times do not include Saturday, Sunday or holidays.

TRACKING

Tracking information from the shipment provider will be issued to the email provided once available.  This number should be used to estimate your delivery and track your order as it makes its way to you.  For the most up to date information regarding your order, please connect with the shipment provider directly.  The tracking number for your order can be entered on the shipment providers website for real time updates on your glass while it is in transit to you.

DELAYED, LOST, DAMAGED, OR MISSING IN TRANSIT

Refraction Lab will not be held responsible for delayed, lost, stolen or damaged packages in transit. Lost or stolen packages are the responsibility of the buyer.  All claims for missing packages or damaged shipments that occurred in transit should be filed directly with the shipment provider using the insurance provided with your order.

The expected delivery date does not come with a money back guarantee, as unforeseen circumstances can sometimes impact an order unexpectedly. Please note that packages can be delayed or rerouted because of unusual circumstances. Shipments around the holidays can take longer than normal.  Please plan accordingly, as delays with the shipper are all out of my control. The tracking number provided with your order can be used to obtain updates from the shipment provider directly regarding any delays to your order.

Each order with a value over $100 will be insured with the shipment provider at no additional cost to you. This insurance will be automatically added to your order at check out. This insurance will cover items that have been lost, stolen, or damaged in transit.  Once your order has been dropped with the shipment provider, Refraction Lab will not be held responsible for damages or issues experienced in transit.  All claims for damaged or missing packages should be issued with the shipment provider directly by the customer.

To file a claim, you may be asked to provide photographs of the package and contents as it arrived to you showing the damage experienced, tracking information, proof of value, and the outer package label showing that the article was sent insured. Claims should be filed no later than 60 days from the date of mailing. USPS Claims can be processed at the following link: www.usps.com/domestic-claims

RETURNS, REPLACEMENT, OR REPAIR

All sales are final. Please make sure you are fully committed to your purchase prior to completing your order with Refraction Lab.  It is recommended that you fully review all policies related to your purchase, prior to ordering items from the shop.

Due to the fragile and handcrafted nature of stained glass, I do not accept returns or exchanges.  Please make sure to carefully review the listing details for each piece, so that you are fully aware of what you are buying.

Each order valued over $100 is sent with additional insurance to cover the value of the lost, damaged, or missing product.  For this reason, I do not offer replacements.

Due to the increased health risks involved with repairing stained glass and the heightened lead exposure, I am not willing to offer repairs at this time. If damage to an artwork was experienced in transit, please work directly with the shipment provider to file an insurance claim.

DID YOU RECEIVE AN INCORRECT SHIPMENT?

On the very rare and off-chance that you receive a shipment that is not what you ordered, please reach out to me within 48 hours of receiving the product so I can work with you on a solution. I can be contacted by email at hello@shoprefractionlab.com.  Please attach pictures of the product you received and include the subject line “Received incorrect product” to quickly flag me to your request.

STILL NEED HELP WITH AN ORDER?

If there is an issue with your order that requires further discussion outside of the above policies or if you require assistance to obtain any documents for filing a claim, please contact me via email at hello@shoprefractionlab.com within 48 hours of receiving your order.  Please attach any relevant pictures of the packaging and product as it arrived to you, with a brief description of your concerns.  Any information that you can provide to help me identify your purchase order will be appreciated (e.g. your contact information, order number, product description, etc.) and help to speed up my ability to service your request. I will always make best efforts to work with you on a solution. Exceptions will be made to this policy on a situational basis at my discretion.