Refund policy

Returns & Refunds Policy

For panels ordered in one of our listed standard sizes with an existing store design, you may request a return within 14 days after delivery. This also applies if you change your mind or select the wrong standard size, provided the item meets the return conditions below. Panels made to your own custom measurements or with a personalized design are excluded from change-of-mind returns, as explained below.

To be eligible for a return, your glass backsplash must be in the same condition that you received it: uninstalled, unused, and in its original heavy-duty packaging. You will also need the receipt or proof of purchase.

How to request a return

Contact info@customglassbacksplash.com to start a return. If your return is accepted, we will provide instructions on how and where to send your package. For change-of-mind returns or incorrect standard-size orders placed by the customer, the buyer is responsible for return shipping costs. Items sent back without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon reception. If the glass arrives damaged, contact info@customglassbacksplash.com within 48 hours of delivery. Do not attempt to return broken glass. Please provide clear photos of the damaged glass panel and the outer box and packaging materials. Once verified, we will immediately manufacture and ship a free replacement panel via express shipping.

Custom measurements and personalized designs

Panels manufactured to measurements you specify outside our listed standard sizes, or featuring your own photo, artwork or other personalized design, cannot be returned for a change of mind or an incorrect measurement supplied by you. Selecting a listed standard size and an existing store design does not by itself make your panel non-returnable under this policy.

If an item arrives damaged, defective or different from what you ordered, contact info@customglassbacksplash.com with your order number and photos so we can review the issue. The custom-product exclusion does not remove your applicable statutory rights.

European Union 14-day cooling-off period

For eligible orders delivered to the European Union, the statutory 14-day right of withdrawal applies. Goods made to your specifications or clearly personalized may be excluded from that right under applicable law. For standard-size, non-personalized panels, contact us within 14 days after delivery to request a return. The buyer pays change-of-mind return shipping costs. Our store return conditions do not limit any mandatory consumer rights.

Refunds

We will notify you once we have received and inspected your return and let you know if the refund was approved. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.