At Burns Glass, we craft handblown glassware and innovative drinkware designed for the moments you want to hold onto. We’re committed to your satisfaction and stand behind the quality of our products, from our ready-made glassware to custom designs and Craft Master Growlers. If you’re not completely satisfied with your purchase, we’re here to help. Please review our return policy below for details on how to return or exchange your items.

Eligibility for Returns

Timeframe

We accept returns or exchanges within 30 days of the delivery date for glassware.

Condition

Items must be unused, in their original packaging, and in the same condition as when you received them. This includes any tags, labels, or accessories that came with the product.

Custom Glassware

Custom-designed glassware (e.g., items with personalized logos or designs) is not eligible for returns or exchanges unless the product is defective or damaged upon arrival. Due to the personalized nature of these items, all custom orders are final once production begins.

Non-Returnable Items

Gift cards, clearance items, and items marked as “final sale” are not eligible for returns or exchanges.

Defective or Damaged Items

We take pride in the exceptional quality of our handblown glassware and Craft Master Growlers. If your item arrives damaged, defective, or not as described (e.g., incorrect personalization on a custom order), we’ll make it right.

Timeframe

Please notify us within 7 days of delivery to report a damaged or defective item.

Process

Contact us at support@burnsglass.com with your order number, a description of the issue, and photos of the damaged or defective item. We’ll provide a replacement or refund at no additional cost to you, including return shipping.

How to Initiate a Return

Step 1

Contact Us – Email us at support@burnsglass.com or call us at within 30 days of delivery to request a return or exchange. Please include your order number and a brief reason for the return.

Step 2

Receive a Return Authorization – We’ll review your request and provide a Return Authorization (RA) number and return shipping instructions. Returns without an RA number will not be accepted.

Step 3

Ship the Item Back – Pack the item securely in its original packaging and ship it to the address provided in the return instructions. You are responsible for return shipping costs unless the item is defective or damaged.

Step 4

Receive Your Refund or Exchange – Once we receive and inspect the returned item, we’ll process your refund or exchange within 5-7 business days. Refunds will be issued to the original payment method, minus any original shipping costs (unless the return is due to our error).

Refunds and Exchanges

Refunds

If you choose a refund, we’ll issue it to your original payment method within 5-7 business days of receiving the returned item. Original shipping costs are non-refundable unless the return is due to our error (e.g., damaged or incorrect item).

Exchanges

If you’d like to exchange an item for a different product (e.g., a different style of glassware), we’ll ship the replacement item once we receive the returned item. You’re responsible for any price difference and shipping costs for the new item.

Custom Glassware

For defective custom orders, we’ll provide a replacement at no cost. Refunds for custom orders are not available unless the item cannot be replaced.

Shipping Costs

Return Shipping

You are responsible for return shipping costs unless the item is defective, damaged, or incorrect. In such cases, we’ll provide a prepaid shipping label or reimburse you for the return shipping cost.

Original Shipping

Original shipping costs are non-refundable unless the return is due to our error.

International Returns

For international orders, please contact us at [insert email] to initiate a return. International customers are responsible for return shipping costs and any customs fees or duties associated with the return. We recommend using a trackable shipping method to ensure the item reaches us.

Contact Us

If you have any questions about our return policy or need assistance with a return, we’re here to help. Reach out to us at:

  • Email: [insert email, e.g., support@burnsglass.com]
  • Phone: 1-253-617-4500
  • Hours: Monday – Friday, 9:00 AM – 5:00 PM PST We aim to respond to all inquiries within 24-48 hours.