Refund Policy

Last Updated: January 27, 2025

Overview

At Crispin Glass, we are committed to customer satisfaction and maintaining the highest quality standards for all our glass products and services. This refund policy outlines our procedures for returns, refunds, and replacements.

Custom Orders

Custom Cut Glass and Mirrors

• Custom-cut items cannot be returned or refunded as they are specifically manufactured to customer specifications
• Cancellations must be made before cutting begins
• If a custom piece is incorrect due to our error, we will replace it at no additional cost
• Measurements provided by customers are considered final and binding

Installation Services

• Installation issues resulting from our workmanship will be corrected at no additional cost
• Refunds for installation services are evaluated on a case-by-case basis
• Claims must be reported within 48 hours of installation completion
• Photo documentation of issues may be required

Stock Items

Returnable Items

• Unopened, unused stock items in original packaging
• Returns must be made within 14 days of purchase
• Original receipt required
• Item must be in resalable condition

Non-Returnable Items

• Opened packages or used materials
• Clearance or discounted items
• Special order products
• Safety glass or tempered glass products
• Items marked as final sale

Refund Process

Acceptable Returns

For eligible returns, we offer:

• Full refund to original payment method
• Store credit (valid for 12 months)
• Exchange for another item
• Processing time: 5-7 business days

Required Documentation

• Original receipt or proof of purchase
• Valid photo ID
• Order number (if applicable)
• Reason for return

Damaged Products

During Pickup

• Inspect all items before leaving our premises
• Any damage must be reported immediately
• No refunds for damage discovered after leaving our location
• Staff must verify and document damage

Manufacturing Defects

• Must be reported within 48 hours of pickup
• Photo documentation required
• Replacement or repair options will be discussed
• Quality inspection will be conducted

Cancellation Policy

Standard Orders

• Full refund if cancelled before processing
• 20% restocking fee may apply after processing begins
• No refund once cutting or manufacturing has started

Installation Services

• 48-hour notice required for cancellation
• Full refund minus material costs if cancelled with notice
• Cancellation fees may apply for same-day cancellations
• Rescheduling options available

Payment Refunds

Credit Card Payments

• Refunded to original card
• Processing time: 5-7 business days
• Credit card receipt required
• Original payment method only

Cash Payments

• Refunded in cash for amounts under $100
• Check issued for amounts over $100
• Valid ID required
• Processing time: 1-3 business days

Service Guarantee

We stand behind our work with:

• Quality workmanship guarantee
• Professional installation warranty
• Material quality assurance
• Customer satisfaction commitment

Exceptions

Special circumstances may be considered for:

• Natural disasters
• Family emergencies
• Documentation required
• Management approval needed

Contact Information

For refund inquiries: Crispin Glass 407 N Illinois Ave Carbondale, IL 62901 Phone: (618) 457-6916 Business Hours: Monday – Friday, 7:30 AM – 4:00 PM

Policy Modifications

• We reserve the right to modify this policy
• Changes will be posted with effective dates
• Current transactions fall under existing policy
• Customer notification for major changes

Dispute Resolution

• All disputes handled professionally
• Documentation required for claims
• Third-party mediation if necessary
• Resolution within 30 business days

By making a purchase from Crispin Glass, customers acknowledge and agree to the terms of this refund policy.