In the situation where the item you receive is faulty or does not match what you ordered, you may apply for a refund or exchange. Please advise us in writing within 5 business days of item delivery, including order number and description of fault.

Provided Glass Paper Rock is satisfied that an error was made in consignment of the item purchased or that a fault has occurred prior to the item being delivered to you, Glass Paper Rock will pay the shipping costs for returning the faulty or incorrect item to Glass Paper Rock and for dispatching the replacement item to you.
 
In the case of refunds, please allow 3-5 business days for the refund to be processed.
 
When sending returned items to Glass Paper Rock we advise you

1. Use registered post as Glass Paper Rock does not take responsibility for the loss of items being returned and this may result in us being unable to process your application for refund or exchange.

2. Take necessary care when packaging and handling your return item as most Glass Paper Rock items particularly glass are very fragile and can break easily in transit.

In certain circumstances, non faulty Refund/Exchange items must arrive intact and in saleable condition. In considering any application for refund or exchange Glass Paper Rock reserves the right to inspect returned items upon receipt. 

Custom Design Pieces.

Custom designed item sales are final. Once the design proof has been authorised by the customer as 'Confirmed'  then Glass Paper Rock holds no responsibility for incorrect artwork or lettering and No exchange or refund will be provided.