Return Policy

Order Cancellation

You may cancel your order within 1 hour of placing it.
Please contact our support team through the Contact page if you wish to cancel or modify your order (for example, to change a size or variant) within this 1-hour window.
Once your order has been processed, it can no longer be canceled.

Returns

If for any reason you are not satisfied with your order, please contact us.
Ava's Glass Atelier strives to ensure that every customer is 100% satisfied with their purchase from our suppliers. If your product does not meet expectations, please reach out and we will assist you right away.

How to Return (part of) Your Order

If you decide to return a product within the 14-day cooling-off period, we will refund the full order amount within 5 business days after receiving the returned item.
Please note that return shipping costs are not refundable.

To return your product, follow these steps:

  1. Send an email to info@avas-glassatelier.com stating that you wish to return your order or part of it.

  2. Wait for a response from our customer service team confirming whether the return can be accepted.

  3. If accepted, carefully pack the item in its original packaging, if possible, ensuring it is secure and tidy.

  4. Send the package to the return address provided by customer service.

  5. Send the tracking code to our customer service team.

  6. Once the package has arrived and been inspected, we will refund the purchase amount to the original payment method used.

Non-Returnable Items

Unfortunately, returns are not possible for products that meet one or more of the following conditions:

  • Sealed items where the seal has been broken;

  • Products made to the consumer’s specifications (custom-made);

  • Products of a personal nature;

  • Products that, by their nature, cannot be returned;

  • Products in the “Beauty,” “Kids & Baby,” or “Sports” categories, due to COVID-19 hygiene measures.

Return Address

All returns must be sent to the supplier’s return address.
Please contact us for the specific return form and instructions.

Country: China
Address: Provided upon request via customer service.

Damaged on Arrival

We’re sorry to hear that! Unfortunately, items can sometimes be damaged during transport.
If you receive a damaged or incorrect item, please contact us within 14 days of receiving your order. After this period, the return window will expire.

For the fastest resolution, please send an email with photos clearly showing the damage and the product label. Ideally, take photos on a flat surface with the defect visible. This helps us process your claim and prevent similar issues in the future.

If your first shipment is defective, we will send a replacement package free of charge. Refunds are not available for the first defective item.
If the replacement item is also defective, we will issue a full refund of your total purchase amount.

For questions about damaged items upon arrival, please contact: info@avas-glassatelier.com.

Faulty or Broken After Use

We’re sorry! Sometimes a manufacturing defect may appear over time. This means that a component has broken and no longer meets the manufacturer’s standard.
Please note that wear parts are excluded from warranty coverage. Wear parts include, but are not limited to:

  • Drive belts

  • Batteries

  • Brake pads and discs

  • Brake linings and drums

  • Chains

  • Lamps

  • Sprockets

  • Tires and tubes

  • Any other moving parts in the broadest sense

For questions about faults or defects occurring after use, please contact: info@avas-glassatelier.com.

Incorrect Item Delivered

We always strive to process every order correctly. However, if you receive the wrong item, we will resolve the issue immediately and send you the correct product free of charge.

For questions about incorrect deliveries, please contact: info@avas-glassatelier.com.