Refund and Return Policy
We want you to be happy with your purchase. This policy applies to all orders placed with Bramley Glassworks and sits alongside your statutory rights, which it does not replace.
1. Your Statutory Rights
1.1 Nothing in this policy limits or removes any right you have under the consumer law of the country you live in.
1.2 If you are in the United Kingdom or Ireland, you have the right to cancel your order within 14 days of receiving it, for any reason, and receive a refund. Our 30-day policy below runs alongside that right.
1.3 If you are in Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If you are in New Zealand, the Consumer Guarantees Act applies. You are entitled to a replacement or a refund for a major failure, and to compensation for other reasonably foreseeable loss.
1.4 If you are in Canada or the United States, you keep any rights given to you by the consumer protection laws of your province or state.
1.5 Where this policy is less favourable than the law where you live, the law applies.
2. Return Period
2.1 You may request a return within 30 days of receiving your order.
2.2 To be eligible, the item must be:
- Unused and in its original condition
- Complete with all original packaging, stoppers, and accessories
- Free from signs of use, alteration, or intentional damage
2.3 We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature and condition of the item.
2.4 We reserve the right to refuse returns that do not meet these conditions, except where your statutory rights say otherwise.
3. How to Request a Return
3.1 All returns must be approved in advance.
3.2 To start a return, email info@bramleyglass.com with:
- Your order number
- Your full name
- Your shipping address
- The reason for the return
- Clear photos, if the item is damaged, faulty, or incorrect
3.3 A full refund is our default solution for a standard return. With your agreement, we may instead offer a replacement of the same or an equivalent product, or store credit.
3.4 Once approved, we will send you the correct return address.
3.5 Please do not send items to the address printed on the parcel. It is not a return address, and unauthorised returns may be refused.
4. Return Shipping
4.1 We do not provide free returns or prepaid return labels. Return shipping is arranged and paid for by you.
4.2 This does not apply where an item arrived damaged, faulty, or incorrect. In those cases see section 6, and you will not normally need to return anything at all.
4.3 We ship from several fulfilment centres, including locations in China. Depending on where your order was fulfilled, an approved return may need to be sent to a warehouse outside your own country, which can make return postage expensive. We will confirm the exact address so you can decide whether to proceed before you post anything.
4.4 We strongly recommend a tracked service and keeping proof of postage.
4.5 We cannot be responsible for return parcels lost in transit where there is no tracking confirmation.
4.6 Where the law in your country requires us to bear return costs, we will.
5. Refunds
5.1 Refunds are issued to your original payment method.
5.2 Once we have received the returned item and confirmed it meets the conditions in section 2.2, we process your refund within 7 business days.
5.3 If you are exercising a statutory right to cancel, we will refund within 14 days of receiving the item back, or within 14 days of you providing proof of postage, whichever is earlier.
5.4 If a returned parcel does not contain the original item, or the item comes back in a condition showing an unjustified reduction in value, we may refuse or reduce the refund.
5.5 Delivery is free on all our orders, so there are no outbound shipping charges to refund.
5.6 Any import duties or taxes you paid to a carrier or customs authority are not paid to us and cannot be refunded by us. You may be able to reclaim them directly from your local customs authority.
6. Damaged, Faulty, or Incorrect Items
6.1 Our decanters are glass and are packed for transit, but breakages occasionally happen. If yours arrives damaged, tell us within 7 days of delivery and send:
- Your order number
- A description of the problem
- Clear photos of the item, the packaging, and any visible damage
6.2 If the issue is confirmed, we will send a replacement free of charge. You will not need to return the damaged item.
6.3 If we sent the wrong item, we will send the correct one free of charge and you will not need to return the original.
6.4 Reporting later than 7 days may limit our ability to investigate with our carriers and suppliers, but does not affect any longer period your statutory rights give you.
6.5 Where no damage, fault, or fulfilment error is found on review, we may decline a replacement or refund.
7. Multi-Buy Discounts and Partial Returns
7.1 If you bought several items under a quantity discount and return only part of the order, the discount is recalculated for the number of items you keep.
7.2 Your refund is the amount you paid, less the correct price for the items you keep at the discount tier that now applies. We will show you this calculation before refunding.
8. Exchanges
8.1 We do not offer direct exchanges. To change to a different design, return the original item under this policy and place a new order.
9. Order Changes and Cancellations
9.1 You may request a cancellation within 24 hours of ordering by emailing us. We will always try to stop an order before dispatch.
9.2 Once dispatched, an order cannot be modified, but you can still return it under section 2 or cancel under section 1.
9.3 Please check your order details carefully before completing checkout.
10. Uncollected Parcels
10.1 During busy periods, or at the carrier's discretion, parcels may be redirected to a local pickup point.
10.2 If a parcel is not collected within the carrier's window, it is returned to the carrier depot and then to our warehouse.
10.3 If that happens, you may choose to have it reshipped by paying the shipping cost, or to cancel and receive a refund of the product price less the delivery and return costs we have actually incurred. We will tell you the exact amount before deducting anything.
10.4 If you are cancelling under a statutory right to cancel, you receive a full refund of the product price regardless of this section.
10.5 Uncollected parcels are not treated as standard returns.
11. Lost Parcels
11.1 If a parcel is confirmed lost in transit, we will send a replacement at no cost to you.
12. Summary of Key Points
- Returns must be approved before you send anything back
- Return postage is your responsibility
- Items must meet the eligibility conditions in section 2.2
- Refunds are issued after we receive and check the item
- Damaged or incorrect items are replaced free, with nothing to return
- Unauthorised returns may be refused
13. Governing Law
13.1 This policy is governed by the laws of the State of Wyoming, United States.
13.2 If you are a consumer, this does not deprive you of the protection of the mandatory consumer laws of the country where you live, and you may bring proceedings in your local courts.
14. Contact
For returns or any questions, email info@bramleyglass.com. We reply within one working day, Monday to Friday.
© 2026 Bramley Glassworks, operated by Iconic Season LLC, Wyoming, United States.