Looking for a refund? Maybe an exchange? Read this first! It should tell you everything you need to know. I want you to be happy with your Nelson experience, so if you have questions or problems, do me a favor and don't freak out - just send me an email. I'll work it out to the best of my ability.
Be cool. It's all good.
Refunds and Exchanges
ITEMS RETURNED TO NELSON MAKES ART!
If a package is returned to Nelson Makes Art! for any reason (incorrect address, moved, unknown, etc.) the buyer will be contacted at once to arrange for the item to be shipped out again and submit payment for additional shipping charges. It is the buyers responsibility to respond to our emails or conversations. If buyer does not respond within eight weeks - the item(s) are re-inventoried and are no longer eligible for refund or fulfillment. The buyer may request a refund on Items which are on hold (during the 8 week window) and will be refunded for a full refund (minus original shipping.)
If you are unhappy with an item, please let me know ASAP. My priority is to make sure that you're satisfied with every purchase you make with Nelson Makes Art! Should any problems arise please know that I am more than willing to work with you to find a resolution.
I work under the policy of Satisfaction Guaranteed. Upon receipt of your package, if there is any problem or anything amiss, please contact me ASAP via email at nelsonmakesart at me.com within seven (7) days of receiving your package.
I pride myself on customer service and will work with you so that you are satisfied with your experience with me.
I accept both refunds and exchanges, so please do not hesitate to contact me within seven days of receiving your package. Contact me any time at nelsonmakesart at me.com. You must contact me prior to mailing any return/exchange to receive a return authorization - all packages which are not authorized will be refused. Any additional fees/duties/vats/shipping expenses will be at the buyer’s expense.
ISSUES REGARDING QUALITY OF MATERIALS OR WORKMANSHIP
If there is a problem with your order in any way, please contact me first.
Please take photos of any issues or problems you might have. I make and inspect all of my products thoroughly before shipping. I cannot issue a refund or credit without photographic proof of workmanship/material defects. No restocking fees will be incurred if the return/exchange is due to manufacturing errors.
An important note about all items purchased from Nelson Makes Art! All glassware is one of a kind. There are no mirror duplications or prints of Huli Pau Glassware. Each glass is hand-painted with the intent of making every one different in some way. This means your glasses may seem remarkably different from a set purchased by someone else, or they may seem similar. However, as they are art, my core intent to provide you with one-of-a-kind, quality art glassware.
REFUND TIME FRAME
Once shipped, if there is a problem, you have 7 days NO EXCEPTIONS from the date you receive the item to contact me via email (nelsonmakesart at me.com). If you are unhappy with your purchase and wish to return your item, I will issue a full refund minus the original cost of shipping and any applicable restocking fees. You must contact me first as any packages sent without authorization will be refused.
ITEMS NOT ELIGIBLE Refunds will not be issued on discounted, sale, or discontinued items.
Any items purchased during a store-wide sale, clearance, or special deal are FINAL SALE items and as such are not eligible for return. Items which have been discontinued and are noted as such in the description are also FINAL SALE and not eligible for return. NO exceptions.
Items being returned need to be in ORIGINAL unused condition. You must include documentation relating to your order including Order Number and name of buyer. I cannot process returns if I do not have this information. Items returned without this information will be refused and returned to sender.
General Note on Wear, Tear, and Care of glassware: My products are made from high quality materials and I recommend that glassware is always hand-washed in cold or warm water using only mild dishwashing detergents and then air-dried. My glassware is not considered dishwasher safe - placing painted glassware in a dishwasher may result in the paint chipping away in some places or entirely! Washing items in hot water or a dishwasher, drying items on hot, and washing too frequently may result in damage to the paint. The buyer is responsible for the care of their items - I assume no responsibility nor will refunds be issued for improper care, premature wear, or wear and tear over time.
Items for return must be mailed back within 7 days of contacting us. Items must be received within 14 days of original delivery. Items returned after the 14 day return window will not be accepted.
I will issue the refund after I have received and reviewed your return.
You are responsible for paying return postage and any costs associated with your return.
***Non-defective items returned will incur a 15% restocking fee per each item returned - no exceptions. This fee will be subtracted from your refund total. As stated above restocking fees are not applicable if the return/exchange is due to customer documented manufacturing/workmanship errors.
If you wish to exchange your item for a different style, I can make arrangements to do so. Buyer is responsible for any and all shipping charges as well as any price differential in the case of an exchange.
ACTIONS VOIDING REFUND
DO NOT wash glassware in dishwashers (even top-rack dishwasher will void your refund), use harsh detergents, or otherwise alter an item before you are certain you intend to keep it. Doing any of the above listed voids any possible exchange or refund.
Wholesale or orders valued over $200
Please contact me immediately if there is a problem with your order. Please do not mail anything back without receiving return authorization from us. Items maybe returned or exchanged only if defective/incorrect. I reserve the right to decline returns and exchanges on wholesale/orders valued over $200.