Return Policy

GlassXpert & Design Company Limited (GlassXpert) - Return Policy

Last updated (Effective date): 28th August 2019


GlassXpert & Design (GlassXpert) will do our best to produce high-quality products to meet our customers’ satisfaction, however, in some rare occasion(s), customers might not be satisfied with our product(s). If this happens, please contact our customer support team within 7 days of receiving your order with:

  • Your name
  • Your order number(s)
  • A detailed description of the problem
  • Some pictures of the issue(s)

Having the above information will help us to identify and resolve the issues quickly. GlassXpert’s customer support team will get in touch with you within 5 working days.

Unfortunately, we are unable to exchange or refund your order due to colour differences between your computer and our glass photo printing system; errors that are made by the customer, such as typos and misspellings, grammatical mistakes, poor image quality or low resolution, layout errors and missing images, or mis-chosen product designs (frame, filter or stickers) and product selection mistakes (i.e. choice of wrong shapes or sizes or orientation).

Our production team are not responsible for checking any error(s) which is the sole responsibility of the customer and within the customer’s control. Our quality control teams will only check whether the finished product fulfils the order specifications and whether it is up to our standard quality before delivering it to you.


Shipping Liability

GlassXpert produces glass and mirror products which are fragile and must be handled with care. We do our best to prevent any breaks or damage and we use safety boxes with anti-shock cushions so as to minimize the impacts of dropping and/or bending. However, accidents might still occur during the shipping process which is beyond our reasonable control, therefore, we recommend our customers consider buying insurance to cover the glass products that you have bought.

When the product(s) is with the courier, the responsibility for the product(s) is passed to the customer. As such, customers should purchase their own insurance (if they think it is necessary) to cover possible damage to the product.

We cannot provide exchanges or refunds in relation to defects or damages to the product(s) caused by customer mishandling, storage or treatment.


Possible Solutions

We reserve the right to request that you return the product to us and at our discretion to provide any of the following solutions: (1) offer an exchange or reprint; (2) issue GlassXpert coupon for repurchase use but not including shipping fee; (3) take no action; or, (4) on the rare occasion (in which after we have exhausted all possible solutions and cannot find a resolution), offer a refund. We cannot offer a refund for customised and personalised products. If we request that you return the product, please ensure the product is packaged appropriately and that it is protected. Ideally, please use the original packaging in which the product was delivered including all protective materials.


Costs arising out of Exchange or Reprint of Product

For non-customised products, if we request that you return the product(s) and that we would send back the exchanged product(s) to you, you are responsible for the two-way cost of postages as well as the claim back or the repayment of taxes in your country (if necessary). For customized or personalized product(s), we may not request that you return the product(s) and we may arrange to reprint and send back the reprinted product(s), however, you are responsible for the cost of postage and repayment of taxes in your country (if necessary).