Damage Claim Policy

What Constitutes as Damaged or Defective

• Missing items, or items that are significantly cracked, chipped, or shattered are eligible for damage claim. 
• Small variations in product size (within 1/2 of an inch of product description) do NOT constitute as damaged or defective and will not be eligible for damage claim.
• Slight imperfections in the glass (such as dimples, bubbles, and variations in glass thickness) do NOT constitute as damaged or defective and will not be eligible for damage claim.
• Eligibility of an order's damage claim is ultimately determined by Glass Vases Depot's Returns and Damages Dept. team after review.

15 Days to Request Refunds on Missing or Damaged Items

• Due to the fragile nature of our products, any item(s) damaged or missing during shipping must be notified by email within 15 days of delivery.
• Delivery is defined as when Carrier tracking shows package(s) as "Delivered"
• Take pictures of ALL the damaged items (in the original box) and email to [email protected] to initiate your damage refund.
• You may submit multiple pictures to show the damage. However, one image(1) MUST clearly show all damaged items together. For example, if you received 6 damaged containers, one photo must include all 6 damaged containers in the same image.
• You may also submit a video that clearly shows all damaged containers.
• If you do not provide one clear image showing all damaged items, your claim may be denied.
• Email should include original order number, SKU of the product, and quantity that is damaged or missing.

1-2 Days to Process

Damage refund requests are normally processed in 1-2 business days for most products, exclusions may apply. Credit return normally may take 3-5 business days to show on your account depending on your bank or credit card company.

Refunds

• For orders where only some items per SKU are damaged, refunds are issued only for the broken and missing items.
• How refunds are calculated: Refunds will be issued based on the Damage Rate of the items. 
• Damage Rate is calculated based on total quantity of items damaged per SKU ( i.e. [QTY DAMAGED] ÷ [TOTAL QTY ORDERED] ).