Return & Refund Policy

Last Updated: August 4, 2026

Thank you for shopping at GlassGarden. This Return & Refund Policy explains the conditions, procedures, and time limits that apply to returns, exchanges, cancellations, damaged products, and refunds.

By placing an order through https://glassgarden.us, you acknowledge that you have reviewed this policy. Nothing in this policy excludes or limits any consumer right that cannot lawfully be excluded or limited under applicable law.

30-Day Return Period

You may request a return within 30 calendar days after the tracking information shows that your order was delivered.

To qualify for a standard return, the product must:

• Be unused, uninstalled, unassembled, and in the same condition in which it was received
• Include all original packaging, accessories, manuals, tools, labels, tags, and components
• Be free from damage, modification, contamination, soil, plant material, water, scratches, odors, or other signs of use
• Be accompanied by valid proof of purchase from GlassGarden
• Be returned according to the instructions provided by our customer support team

Submitting a return request within 30 days does not automatically approve the return. We may request photographs or additional information to confirm eligibility before issuing return instructions.

After return authorization is provided, the package must be handed to the approved carrier within 7 calendar days unless we agree otherwise in writing.

Return Authorization

All returns require prior authorization from GlassGarden.

To request a return, contact:

Email: demliaterlsa@gmail.com

Phone: +1 (936) 260-5549

Please provide:

• Your full name
• Your order number
• The email address used for the order
• The product you wish to return
• The reason for the return
• Clear photographs when the product is damaged, defective, incorrect, incomplete, or has a condition-related issue

If the return is approved, we will provide return instructions and, when applicable, a Return Authorization number.

Do not return products to the address shown on our Contact Us page or elsewhere on our website unless our customer support team expressly confirms that address for your particular return.

Our business address is not a general return facility. Because products may be shipped from different fulfillment locations, the authorized return destination may differ depending on the product and order.

Returns sent without authorization, sent to an incorrect address, delivered after the stated return deadline, or returned using instructions not provided by GlassGarden may be refused or may experience substantial processing delays, except where applicable law requires otherwise.

Condition of Returned Products

Returned products must be packaged securely to prevent damage during transit.

Whenever reasonably possible, use the original protective packaging, inserts, molded foam, and shipping carton. This is particularly important for glass terrariums, propagation vessels, ceramic planters, display domes, and other fragile products.

Customers are responsible for ensuring that an approved return is packaged appropriately. Damage caused by inadequate return packaging may affect refund eligibility to the extent permitted by law.

Do not attach shipping labels directly to retail packaging when an outer shipping carton was originally provided.

Items Not Eligible for Standard Returns

Unless the item arrived damaged, defective, materially different from its description, or applicable law requires otherwise, the following products are not eligible for return:

• Gift cards
• Personalized, customized, or made-to-order products
• Products clearly identified as final sale before purchase
• Used, installed, assembled, modified, washed, or altered products
• Products missing original components, packaging, accessories, manuals, or labels
• Products damaged after delivery through misuse, improper care, accidental breakage, incorrect assembly, or unsuitable installation
• Opened or used soil, substrate, charcoal, sand, gravel, drainage material, LECA, moss, leaf litter, bark, wood, dried botanical material, or similar loose planting materials
• Products contaminated by soil, water, plants, pests, mold, chemicals, odors, animal contact, or other foreign material
• Products that cannot be resold for health, sanitation, contamination-control, or safety reasons after opening
• Live plants, seeds, perishable goods, or other living materials if such products are specifically offered in the future and are identified as non-returnable before purchase

A product’s packaging being opened does not by itself eliminate rights relating to a verified defect, damage, incorrect product, or other protection provided by applicable law.

Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order promptly after delivery.

If a product arrives damaged, defective, incorrect, or missing components, contact us as soon as reasonably possible and preferably within 7 calendar days after delivery. Reporting within this period helps us document carrier damage and resolve the issue efficiently. This requested reporting period does not limit any non-waivable rights provided by applicable law.

Please retain:

• The product
• All original packaging and protective materials
• The shipping carton
• The shipping label
• Any included accessories or components

We may request photographs or video showing:

• The full product
• The damaged or defective area
• The internal and external packaging
• The shipping label
• The model, size, or product identifier
• Missing or incorrect components

After reviewing the available information, we may provide an appropriate remedy, including:

• Replacement parts
• A replacement product
• A partial refund when accepted by the customer
• A full refund
• Other remedies required by applicable law

Do not discard a damaged product or its packaging until we confirm that it is no longer needed for review. We will not require a customer to pay return shipping for a verified damaged, defective, or incorrectly shipped product.

Fragile Glass and Ceramic Products

Glass terrariums, propagation tubes, plant vases, display domes, ceramic planters, and similar products may be fragile.

Transit damage must be distinguished from damage occurring after delivery. Photographs of the shipping carton, protective packaging, and product may be required to verify a transit-damage claim.

Minor variations in handmade glass, natural materials, glaze, texture, color, grain, dimensions, or finish may occur and are not necessarily defects when they do not materially affect the product’s ordinary use or cause the product to differ materially from its description.

Return Shipping Costs

For an approved return based on preference, changed mind, incorrect size selection, duplicate purchase, or another reason not caused by GlassGarden, the customer is responsible for return shipping costs.

For a verified damaged, defective, incomplete, or incorrectly shipped product, GlassGarden will provide an appropriate return method or otherwise reimburse reasonable authorized return shipping costs when a return is required.

Please do not purchase return postage and assume it will be reimbursed unless we authorize the method and cost in writing beforehand.

Original shipping charges are generally non-refundable for standard preference-based returns. Original shipping charges will be refunded when required by law or when the entire order is refunded because it was not shipped, was materially defective, or was incorrectly fulfilled by us.

We do not charge a general restocking fee for eligible standard returns. However, deductions may be made where permitted by law for missing parts, reduced value caused by handling beyond what is reasonably necessary to inspect the product, unauthorized services, or damage occurring after delivery.

Tracking and Return Transit

Customers arranging their own return shipment must use a trackable service and retain the shipping receipt and tracking information until the refund is completed.

GlassGarden is not responsible for a customer-arranged return that is lost, misdirected, or damaged before it reaches the authorized return location, except where applicable law provides otherwise.

Ownership and risk relating to an authorized merchant-provided return label will be handled according to applicable law and the written return instructions supplied for the order.

Refund Review

After an authorized return is delivered, please allow up to 5 business days for inspection.

We will notify you by email whether the refund has been approved, partially approved, or declined. If a deduction or denial applies, we will provide the reason.

Approved refunds will be issued to the original payment method unless applicable law requires another method. We do not normally issue cash refunds, checks, or refunds to a different payment account.

After we process a refund, banks and payment providers may require an additional 5–10 business days to post the credit. These external processing times are outside our direct control.

If more than 15 business days have passed since receiving a refund confirmation, contact us at demliaterlsa@gmail.com.

Exchanges and Replacements

We do not offer automatic preference-based exchanges.

If you would like a different product, size, color, or design, you may return the eligible original product under this policy and place a new order separately.

For a verified damaged, defective, incomplete, or incorrectly shipped product, we may offer a replacement or replacement component. If the appropriate replacement is unavailable, we will provide a refund or another remedy required by applicable law.

Replacement availability is not guaranteed.

Order Cancellations

You may request cancellation within 12 hours after placing an order.

Cancellation requests are not guaranteed because order processing may begin immediately. An order cannot normally be canceled after it has entered fulfillment, been transferred to a shipping partner, or shipped.

To request cancellation, email demliaterlsa@gmail.com with your order number and the subject line “Cancellation Request.”

If cancellation is no longer possible, you may request an eligible return after delivery.

If GlassGarden cannot ship an order within the promised period, we will provide any delay notice, cancellation option, consent request, or refund required under applicable law. If an order cannot be shipped and is canceled, the customer will receive a refund of the applicable amount paid, including charges that must be refunded by law.

Incorrect or Incomplete Delivery Address

Customers are responsible for providing a complete and accurate shipping address at checkout and reviewing it before submitting the order.

Contact us immediately if an address correction is needed. We cannot guarantee that an address can be changed after processing begins.

If a package is returned because of an incorrect or incomplete address, refused delivery, an unavailable recipient, or failure to collect the package, we may offer:

• Reshipment after payment of applicable additional shipping costs
• A refund of the returned product price, less non-refundable shipping or carrier charges where permitted by law

Refunds cannot be completed until the package is returned to and processed by the appropriate fulfillment location.

Packages Marked Delivered

If tracking shows that a package was delivered but you cannot locate it:

• Check the delivery location, mailbox, reception area, building entrance, and surrounding property
• Ask household members, neighbors, building staff, or reception personnel
• Allow a short period for premature carrier scans when appropriate
• Contact the shipping carrier for delivery details
• Contact GlassGarden if the package remains missing

We will assist with available tracking information and carrier inquiries when reasonably possible. A delivered tracking scan does not automatically determine the outcome of every claim, and claims will be reviewed using the available evidence and applicable law.

Refused and Unclaimed Packages

Refusing delivery does not automatically create an approved return.

A refused or unclaimed package may be subject to carrier return charges, storage charges, customs charges, or other costs. Where permitted by law, such costs may be deducted from a refund when the refusal was not caused by damage, an incorrect shipment, or another error by GlassGarden.

Please contact us before refusing a delivery whenever reasonably possible.

International Returns

For orders delivered outside the United States, the customer is responsible for return shipping, customs documentation, import charges, and other return-related expenses unless the return results from a verified error by GlassGarden or applicable law requires otherwise.

Import duties, customs fees, brokerage charges, and taxes collected directly by a government authority or carrier may not be refundable by GlassGarden. Customers may need to contact the relevant authority or carrier to request reimbursement.

International consumer rights may vary by destination. Nothing in this section limits rights that cannot lawfully be waived.

Chargebacks and Payment Disputes

Please contact us first if you believe a charge or refund is incorrect. We will make a reasonable effort to investigate and resolve the issue.

This section does not prevent you from exercising any lawful right to dispute a charge with your card issuer, bank, payment provider, or consumer protection authority.

Policy Abuse and Fraud

GlassGarden may reject a return or refund request where we reasonably determine, based on documented evidence, that the request involves fraud, material misrepresentation, deliberate damage, item substitution, repeated policy abuse, or a product not purchased from GlassGarden.

Any decision remains subject to applicable consumer protection law.

Changes to This Policy

We may update this Return & Refund Policy to reflect changes to our operations, products, or legal requirements.

Changes will be posted on this page with a revised “Last Updated” date. The policy in effect when an order was placed will generally apply to that order unless a later change is required by law or provides the customer with more favorable terms.

Contact Information

For questions about returns, refunds, damaged products, or cancellations, contact:

Store Name: GlassGarden

Operated By: STOREVIA LIMITED

Website: https://glassgarden.us

Email: demliaterlsa@gmail.com

Phone: +1 (936) 260-5549

Business Address:

Unit 809, 8/F, Brill Plaza
84 To Kwa Wan Road
To Kwa Wan, Hong Kong

The business address above is not a general return address. Do not send products there unless GlassGarden provides written authorization for your specific return.