Refund policy
Updated October 10, 2026
Does your glass art not suit the place you had in mind? Here is how to withdraw from an online purchase and return it. This policy does not limit your statutory consumer rights.
1. Let me know within 14 days
For a standard product bought online, you have 14 days after the day you, or a person you designate other than the carrier, receive it to withdraw without giving a reason. For one order delivered in several parts, the period runs from receipt of the last item. If the final day is a weekend or public holiday, the period extends to the next working day. You may also withdraw before delivery.
Email info@glasatelierclaire.nl, write to the address below, or send another clear statement. Include enough information to identify your order. You may use my withdrawal form, but you do not have to. Sending your statement before the deadline is sufficient. You do not need my permission to exercise your right.
2. Return the item
Send the item back within 14 days after notifying me. Pack glass carefully so it cannot move or strike other items. Where possible, reuse the protective packaging. Original packaging is not a condition for withdrawal. Keep your proof of postage.
Return address:
Glasatelier Claire
Rijksweg 23
6085 AA Horn
The Netherlands
For new orders placed from October 10, 2026, you arrange and pay the direct return postage. The actual cost depends on the carrier, parcel and return origin. For goods that cannot normally be returned by post, I must state the return cost before purchase; if I have not done so, I pay it. I also pay return postage for earlier orders where you were not informed before purchase. There is no restocking fee. For a faulty, incorrect or transport-damaged item, contact me first so I can arrange a suitable solution at no cost to you. Do not send broken glass without safe packing arrangements.
3. Your refund
I reimburse you within 14 days after your withdrawal notice. For goods, I may wait until I receive the item or proof that you sent it back, whichever comes first. I use your original payment method unless you expressly agree otherwise, without a refund fee.
If you withdraw from the whole order, I also refund the least expensive standard delivery charge I offered for that order. An extra charge for a premium delivery option is not refundable. Returning only part of an order does not normally entitle you to a refund of the original delivery charge.
You may examine the item as you would in a shop. You are only responsible for a reduction in value caused by handling beyond what is needed to establish its nature, characteristics and functioning.
Personal work and workshops
The statutory withdrawal exception applies to goods made to your individual specifications or clearly personalized for you, when I inform you before purchase. Being handmade or choosing an offered standard size or color does not by itself remove your withdrawal right. Your rights if an item is faulty remain.
A workshop booking for a specific date or period can fall under the statutory exception for leisure activities. I state any applicable cancellation terms before you book. Joining the workshop update list is not a paid booking. Other services normally have a 14-day withdrawal period from the contract date; starting early requires your express request, and the statutory rules on proportionate payment and loss of the right after full performance apply.
A problem with your order?
Please contact me with your order number and a description. Photos can help if glass arrived damaged, but they are not a condition for your legal rights. My terms and conditions explain statutory conformity and complaints.