Refund Policy and Procedure

We have a refund policy in addition to the rights stated in relation to the ACL outlined in our Terms & Conditions that you can view here. Please note that it is supplementary, and doesn’t limit your rights under the ACL in any way.

If you’re unhappy with your order, we offer a 30-day money-back guarantee (calculated from the time of deemed delivery in accordance with this clause). For national orders, delivery will be deemed to have occurred seven (7) days after dispatch. For international orders, delivery will be deemed to have occurred fourteen (14) days after dispatch. To claim your refund, please email us at info@glassonthegrass.com with your order number, name, phone number and postal address within thirty (30) days of delivery. We will email you to let you know where to send the item. Once the item has been received unused and unwashed, intact, unaltered and in saleable condition with all original packaging, we will remit a refund to you. You will be responsible for the cost of returning the item and will not receive any reimbursement or refund of your postage costs.

If you receive a damaged or faulty item, please email us at info@glassonthegrass.com with your order number, name, phone number, postal address, a photograph of your item and a description of the damage or fault. We will email you to let you know where to send the item and a receipt for the postage costs. On receipt of the damaged or faulty item, together with your order number, name, phone number and postal address, and where we are satisfied with a legitimate claim, we will remit a refund to you, together with a refund of your postage costs. If we’re not satisfied that your claim is legitimate, we will contact you to discuss the matter and resolve the outstanding issues in accordance with these terms.