If you have received an item that you are not happy with you can follow these steps to receive a refund:

  • Contact us to explain that you would like a refund and explain what the problem is. This should be done within 30 days of receiving your item(s).
  • Refunds are at our discretion.
  • The item(s) need to be returned safely to Stafford Artglass in sellable condition. No scratched, wear, or damage can be present. Then you will need to package and ship according to the accepted guidelines by all major shippers for fragile items, the guidelines are in the next bullet-point.
  • Package the item using the accepted methods that all shipping companies require (which is to have a minimum 3 inch distance from any other object or box wall using accepted forms of bulk-fill such as packing peanuts and then pack that box inside another box with a minimum 3 inch distance from box wall to box wall. This is the accepted form of packing glass for shipping). If you do not ship according to these requirements, insurance for the value of the return will not be honored by the shipping company, and in this case we will not be able to refund your order. We need the work to be in new salable condition for a refund. We are happy to coach you on getting your package prepared for shipping. We do not use the accepted forms of shipping on our end because this saves us and our customers a significant amount on shipping. If an item breaks in shipping, we can simply replace that item. Our shipments are not covered by insurance as a result because by making our packaging smaller we can get lower shipping for our customers by bearing the responsibility for any breakage when shipping to the customer. Since you cannot replace the items for return, you will need to use the accepted methods of shipping to us in order for insurance to cover the items in the event they are damaged in shipping back to us in Virginia.
  • You will be responsible for the shipping costs to Stafford Artglass. We do not refund the shipping cost, only the cost of the item(s) that you want to return.
  • You will be refunded to the credit card or debit card that was used when you ordered from us.