Return Policy

Returns

Every Enchanted Gen piece is handmade from reclaimed glass, so no two are identical — small variations in tone, texture and etch depth are part of the work, not defects.

If a piece isn't right for you, contact us within 14 days of delivery and we'll take it back provided it's unused and in its original condition. Once we receive it, we refund the item price to your original payment method within 5–10 business days.

Custom commissions

Pieces made to your specification — including anything submitted through our Custom Pieces request — are final sale. We confirm the design, colors and etching with you in writing before we start work. A custom piece can only be returned if it arrives damaged or materially differs from the approved design.

Damaged in transit

Glass travels well in our double-boxed recycled packaging, but accidents happen. If your order arrives damaged:

• Contact us within 48 hours of delivery
• Include your order number and clear photos of the piece and the packaging
• We replace the piece (or the closest equivalent for one-of-a-kind work) or issue a full refund — your choice

How to start a return

Email orders@enchantedgen.com with your order number and the reason for the return. We'll reply with a return authorization and the shipping address. Please don't send anything back without an authorization — we can't accept unannounced returns.

Return shipping

If the return is our fault — damaged, defective or not as described — we cover return shipping or send a prepaid label. For change-of-mind returns, return shipping is on you; we recommend a tracked, insured service since we can't refund items that don't make it back to the studio.