Returns

We hope that you enjoy the purchases you make from Silicon Pixel Glassworks. Our returns policy is designed to be clear, fair, and in line with UK consumer law. If you wish to return an item, you may do so in accordance with your statutory rights or in accordance with this Returns Policy.

Change of Mind

• For non-custom items bought online, you have the right to cancel your order within 14 days of delivery (the day your order arrives at the address provided or is signed for).

• Once you notify us of your wish to cancel, you then have a further 14 days to return the item.

• Items must be returned in perfect, undamaged and resalable condition, with any original packaging intact.
   

Custom / Personalised Orders

• Items that are customised, personalised or made-to-order are exempt from the standard 14-day cooling-off period once production has begun, provided you gave us your consent to start work.

• These items cannot be returned simply because you change your mind.

• However, if a custom piece is faulty, damaged, or not as described, you still have the right to a refund or replacement.
   

Faulty or Not as Described

• If an item is faulty, damaged on arrival, or not as described, please contact us as soon as possible.

• In these cases, we will cover the reasonable cost of return shipping and issue either a full refund or a replacement, depending on your preference.
   

Who Pays Return Shipping?

• Change of mind: return shipping costs are the customer’s responsibility.

• Faulty or not as described: return shipping costs are covered by us.
   

How to Return an Item

• Please contact us at hello@siliconpixelglassworks.com before returning any items.

• We recommend using tracked shipping and keeping proof of posting.

• Items should be securely packaged and, where possible, returned in the original packaging.

• Items remain your responsibility until they reach us.

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Processing Returns

• Once we have received your returned item, we will inspect it within 5 working days wherever possible.

• If the return meets the requirements set out in this policy:

  • We will confirm acceptance by email.

  • A refund will be issued to your original payment method within 14 calendar days of receiving the item (or proof of posting).

• If the item does not meet the requirements of this policy (e.g. it has been used, damaged, or returned outside the timescales):

  • We will explain why the return has not been accepted.

  • Where appropriate, we may offer a partial refund to reflect any loss in value caused by handling beyond what is reasonably necessary to check the item.

  • You may choose to have the item returned to you (return shipping may be chargeable).

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Refunds

• Once we receive your returned item (or proof of posting), we’ll process your refund within 14 calendar days.

• Refunds are made via your original payment method.

• We also refund the original standard delivery charge (but not any extra you paid for express delivery).

 
Your Statutory Rights

This Shipping & Returns policy is in addition to your statutory rights and does not affect them in any way. Under UK law, you are entitled to a refund, repair, or replacement if goods are faulty, not as described, or unfit for purpose. For online purchases, you also have the right to cancel your order within 14 days of delivery, as outlined above.

 
For more details, please see our Terms & Conditions or contact us at hello@siliconpixelglassworks.com.