Refund policy

Refund & Returns Policy

We’re a small studio offering handcrafted glass jewelry made in Thailand in small batches. Every piece is created with care, and we want you to love what you receive. This policy explains exactly how returns and refunds work at The Mars Glass.

By placing an order on themarsglass.com, you agree to the terms below.

Standard return window

We accept eligible returns requested within 30 days of the delivery date shown on your tracking information.

To be eligible for a return, you must:
• Contact us at themarsgutters@gmail.com within 30 days of delivery  
• Wait for return authorization and instructions before sending anything back  
• Ship the item back within 7 days after your return is approved

Any item sent back without prior approval may be refused or significantly delayed.

Condition of returned items

Because our jewelry is handcrafted in small batches, all returned items must meet these conditions:

• Unworn and unused  
• In the same condition that you received it  
• Free of scratches, chips, cracks, marks, odors, or signs of wear  
• In the original packaging or equivalent protective packaging  
• Includes any chains, gift boxes, pouches, and inserts that were part of the original order

We reserve the right to deny a refund or issue a partial refund if the returned item is damaged, shows signs of wear, is missing components, or does not match the original product shipped.

Non‑returnable items

To protect our customers and our small business, the following items are final sale and cannot be returned or exchanged:

• Custom or personalized pieces  
• Made‑to‑order designs created specially for you  
• Gift cards  
• Clearance or items marked “final sale”  
• Earrings, for hygiene reasons

If a non‑returnable item arrives damaged or defective, please contact us so we can review the situation.

How to request a return

1. Email themarsgutters@gmail.com with:
   • Your full name  
   • Order number  
   • The email address used at checkout  
   • The item(s) you want to return  
   • The reason for the return  
   • Clear photos if there is any damage or issue

2. We’ll review your request and, if approved, send you return instructions, including the return address.

3. Ship your return using a trackable shipping service and keep your receipt. You are responsible for the return shipment until it reaches us.

Return shipping costs

For change‑of‑mind returns (for example, you don’t like the color, size, or style), the customer is responsible for paying return shipping. Return shipping costs are non‑refundable.

If we sent you the wrong item or your order arrived damaged or defective, we’ll work with you to correct the issue. In these cases, we may provide a prepaid return label or another solution at our discretion.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, contact us within 3 days of the delivery date shown on your tracking.

Please email themarsgutters@gmail.com with:
• Your full name  
• Order number  
• A description of the issue  
• Clear photos of the item and the packaging (including any visible damage)

This helps us investigate shipping issues, protect against fraud, and make things right as quickly as possible. Claims submitted after the 3‑day window may be harder to verify and may be denied.

Refunds

Once your return is received and inspected, we’ll email you to let you know we’ve received your item and whether your refund is approved.

If approved, your refund will be processed to your original payment method within 5–10 business days. Your bank, card issuer, or payment provider may need additional time to post the refund to your account.

We do not issue cash refunds for purchases made with a card or digital wallet.

If the returned item does not meet our condition requirements, we may offer:
• A partial refund, or  
• To ship the item back to you at your cost

Exchanges

Because many of our pieces are one‑of‑a‑kind or produced in small batches, we cannot guarantee that an identical replacement will be available.

If you would like a different item, the fastest way is:
1. Request a return as described above, and  
2. Place a new order for the piece you want

Order cancellations and changes

We begin processing orders quickly to keep handling times short. If you need to cancel or change your order, contact us at themarsgutters@gmail.com as soon as possible.

We cannot guarantee changes or cancellations once an order has entered processing or shipped, but we’ll always do our best to help.

Lost or stolen packages

Once an order is marked as delivered by the carrier, responsibility transfers to the customer.

If your package is marked as delivered but you can’t find it:
• Check with household members and neighbors  
• Check around your property and any alternate delivery locations  
• Contact your local USPS office with your tracking number

We’ll gladly provide any information we have to assist you with a claim, but we cannot refund or replace orders that are confirmed as delivered by the carrier.

Questions

If anything in this policy is unclear, email us at themarsgutters@gmail.com before placing your order. We’re happy to explain how our policies work so you can shop with confidence.