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Returns and Refunds Policy

Last updated: 12/08/2026

At Willowlight Glassworks, we want you to be completely happy with your purchase. This policy explains your rights and how to return items if needed.

Your Right to Cancel (Online Orders)

Under the Consumer Contracts Regulations 2013, you have 14 days from receiving your order to cancel for any reason. You then have a further 14 days to return the items to us.

To cancel your order:

• Email us at sharon@willowlightglassworks.com with your order number and "I wish to cancel my order"

• Or use the cancellation form included with your order

• Or contact us through the website contact page

You don't need to give a reason, but we'd appreciate any feedback to help us improve.

Return postage: You are responsible for the cost of returning items to us, unless the items are faulty. We recommend Royal Mail Tracked 48 for returns.

Refunds

We will process your refund within 14 days of receiving your returned items (or proof that you've sent them back). Refunds are made to your original payment method.

Your refund will include:

• Full price of items returned

• Original standard delivery cost (if returning all items from an order)

We may reduce your refund if items show signs of use beyond what's necessary to inspect them—similar to how you might handle items in a shop.

Items That Cannot Be Returned

Some items are exempt from the cooling-off period:

• Personalised or custom-made items made to your specifications (some exceptions apply, please contact us directly for details)

Faulty or Damaged Items

If your item is faulty or arrives damaged, please contact us within 30 days for a full refund. We will also cover the return postage for faulty items.

After 30 days, we can offer repair or replacement under the Consumer Rights Act 2015. Please contact us via our website with photos of the fault.

Exchanges

We don't offer direct exchanges. To get a different item, please return your original item for a refund and place a new order.

Questions?

Contact us via our website's contact page if you have any questions about returns.

Delivery and ReturnsEvery piece from Willowlight Glassworks is handmade and carefully packaged to protect it on its journey to you.Processing timesReady-made pieces will normally be dispatched within 3–5 working days.Made-to-order and personalised pieces take longer to create. An estimated completion time will be provided before work begins.If you need an order by a particular date, please contact us before purchasing.contiguous UK deliveryUK orders are sent using a suitable tracked or signed-for delivery service. Estimated delivery times are shown at checkout and begin once your order has been dispatched.Delivery estimates are not guaranteed, particularly during busy periods. Tracking details will be provided where available.Please check that your delivery address is correct when placing your order. If an order is returned because an incorrect address was supplied, additional postage may be required before it can be sent again.

International and non-contiguous UK delivery

All international and non-contiguous UK deliveries are priced on a individual basis, please contact us before purchase for sipping rate to your country or region.PackagingStained glass is delicate, so every order is securely wrapped and carefully boxed. Wherever possible, I use recyclable or reusable packaging without compromising the safety of your piece.