Refund policy

Refund & Return Policy
General Return Policy
Due to the unique, hand-blown nature of our glass art, we do not accept returns, exchanges, or refunds for change of mind, colour preference, or buyer's remorse, except where required by applicable consumer law. Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be excluded in your jurisdiction.

Damaged or Broken Items During Transit
We carefully inspect and securely package our glass pieces before dispatch. However, due to the fragile nature of glass and the risks associated with international shipping, damage may occasionally occur in transit. Please inspect your order as soon as possible after delivery.

Unboxing Video Recommended: We strongly recommend recording a continuous, unedited video while opening your parcel. This is the fastest and most effective way for us to assess potential transit damage.

Photo Evidence: If you are unable to record an unboxing video, please provide clear photos showing:
a) The shipping label
b) All sides of the outer packaging
c) The inner protective packaging
d) The damaged item from multiple angles

Reporting Transit Damage
Please contact us at amberooasis@gmail.com within 72 hours of delivery whenever possible and provide your supporting photos or video. If your purchase is a gift, we strongly recommend inspecting the item upon delivery before storing or gifting it. The 72-hour reporting period helps us assess transit damage promptly and does not limit any mandatory consumer rights that may apply to your purchase.

Available Resolutions
Depending on the nature and extent of the damage, we may offer:

Minor Damage: Where reasonably appropriate, we may provide repair guidance, a partial refund, or another suitable resolution based on the condition of the piece.

Severe or Irreparable Damage: Where an item is shattered or otherwise irreparably damaged, we may arrange a replacement or refund, subject to assessment and applicable consumer law. For safety reasons, please do not return shattered or dangerously broken glass unless we specifically instruct you to do so.

Natural Characteristics of Handmade Glass
Hand-blown glass is individually crafted and naturally varies from piece to piece. The following are considered beautiful characteristics of handmade glass rather than defects:

Small or naturally occurring air bubbles

Subtle variations in colour

Slight variations in size or shape

Organic curves and surface variations

Minor imperfections resulting from the hand-blown process

These characteristics are part of the individuality and craftsmanship of each piece.

Manufacturing Defects
If you believe your item has a manufacturing defect, please contact us as soon as reasonably possible with clear photos and a description of the issue. We will assess the issue and determine an appropriate resolution, which may include repair, replacement, refund, or another remedy depending on the circumstances and applicable consumer law. This section does not cover the natural handmade characteristics described above or damage caused by misuse, accidents, improper handling, or normal wear and tear.

Non-Returnable Items
The following items are generally not eligible for change-of-mind returns, subject to any mandatory rights that apply under local law:

Custom or personalised items made to your specifications

Gift cards

Sale and promotional items remain subject to any mandatory consumer rights applicable in the customer's jurisdiction. For EU customers, sale or promotional pricing does not by itself remove the statutory right of withdrawal.

Returns Process
For an eligible return or withdrawal, please contact us at amberooasis@gmail.com before sending anything back. If your return is approved, we will provide the applicable return instructions and return address. Items returned without prior approval may not be accepted.

Where our store provides an electronic withdrawal function, you may submit your withdrawal request through that function. You may also exercise your withdrawal right by email or by using the applicable withdrawal form. No reason is required to exercise the statutory right of withdrawal.

Refund Processing
Once we receive and inspect an eligible return, we will notify you whether the refund has been approved. Approved refunds will generally be issued to the original payment method. The time for the refund to appear in your account may vary depending on your payment provider or financial institution. If you believe a refund is overdue, please contact us at amberooasis@gmail.com.

European Union – 14-Day Right of Withdrawal
If your order is shipped to a consumer in the European Union, you may have a statutory right to withdraw from your purchase within 14 days from the date on which you, or a third party designated by you, receives the goods. For an order consisting of multiple goods delivered separately, the withdrawal period runs from receipt of the last item. You do not need to provide a reason for exercising this right.

How to Exercise Your Right of Withdrawal
You may exercise your withdrawal right through our available online withdrawal or cancellation process, or by contacting us at: amberooasis@gmail.com.
Where our store provides an electronic withdrawal function, you may submit your request through that function. The function is intended to provide a simple way to submit and confirm your withdrawal request without requiring a reason. If you use the electronic withdrawal function, we will send an acknowledgement of receipt of your withdrawal request on a durable medium, such as email, without undue delay.

Returning the Goods
After notifying us of your withdrawal, you must send the goods back without undue delay and, in any event, within 14 days of notifying us of your decision to withdraw.

Shipping Costs: The cost of returning the goods will be borne by you only where we have clearly informed you before purchase that return shipping under the right of withdrawal is at your expense. If we failed to provide that information before purchase, we will bear the direct cost of returning the goods.

Fragile Item Care: Because our products are fragile glass items, please package any return carefully and use an appropriate trackable shipping service where available. You may be responsible for any diminished value resulting from handling beyond what is necessary to establish the item's nature, characteristics, and functioning.

Refunds for EU Withdrawals
Where you validly exercise your right of withdrawal, we will refund all payments received, including the cost of standard delivery (meaning our lowest-cost standard delivery option). If you chose a more expensive or express delivery option, we will only refund the amount of our lowest-cost standard delivery charge.

We will process the refund within 14 days of being informed of your withdrawal. We may withhold the refund until we receive the returned goods or you provide proof of having sent the goods back, whichever occurs first. Approved refunds will be issued to your original payment method.

Omission of Withdrawal Information
If we fail to provide the legally required information about the right of withdrawal before you place your order, the withdrawal period may be extended in accordance with applicable EU law. Where the required withdrawal information is provided within the extended period, the withdrawal period expires 14 days after the date on which you receive that information.

EU Exceptions to the Right of Withdrawal
The statutory withdrawal right does not apply to certain products excluded under applicable EU law, including certain goods that are made to the consumer's specifications or clearly personalised. This exemption does not affect rights relating to transit damage, confirmed manufacturing defects, faulty goods, or other mandatory consumer rights that apply under applicable law.

Your Statutory Consumer Rights
This policy does not affect any mandatory consumer rights available to you under the laws applicable to your purchase. Where applicable, consumers may have additional rights relating to faulty, defective, damaged, unsafe, or inaccurately described products.

For customers in Australia, nothing in this policy excludes or limits rights available under the Australian Consumer Law.

For customers in the European Union, mandatory statutory consumer rights, including applicable legal guarantee rights for faulty or non-conforming goods, remain unaffected by this policy.