Refund policy
We maintain a 30-day risk-free return window, giving you 30 calendar days from the physical delivery date of your package to submit a return authorization request.
To qualify for a valid return, your glassware must be in pristine, unwashed, and unused condition, completely free from signs of liquid exposure or alteration. All items must remain housed in their original protective packaging, accompanied by original inserts, tags, and proof of purchase (such as your Shopify order receipt or order confirmation email).
To initiate a return authorization, please contact our support desk at info@leoglass.shop. Upon review and approval, authorized return shipments must be dispatched to our primary logistics center:
LEO WHITE
233 Georges Drive, Napier South, HKB, Napier 4110, New Zealand
Telephone: +64 28 619 4703
Shipping Fees & Return Costs
Please be advised that customers are responsible for paying all return shipping costs and associated postal tracking fees. Return freight charges are strictly non-refundable. We strongly recommend using a trackable courier service, as we cannot issue refunds for returned items lost or damaged in transit back to us.
Unauthorized returns sent back without explicit prior approval from our support team will be rejected upon arrival.
For any inquiries regarding your return request, reach out to us anytime at info@leoglass.shop.
Damages and issues
Due to the delicate nature of glassware, please thoroughly inspect your delivery immediately upon receipt. If your order arrives broken, defective, or contains incorrect items, contact us within 48 hours at info@leoglass.shop with high-resolution photos of the damaged item and outer packaging. Our team will promptly evaluate the issue and issue a complimentary replacement or full refund.
Exceptions / non-returnable items
Specific categories of goods are ineligible for return or exchange, including custom-crafted or personalized glassware, promotional clearance items, final sale merchandise, and gift cards. Furthermore, items that have been used for food/beverage consumption cannot be returned due to hygiene regulations. Feel free to contact us if you require clarification regarding a specific item prior to ordering.
Exchanges
The most efficient way to secure an alternative product or style is to process a return for the unwanted item. Once your return is received and accepted, you can make a separate web order for the replacement item.
European Union 14 day cooling off period
Notwithstanding the standard terms above, if your merchandise is being shipped into the European Union, you reserve the right to cancel or return your order within 14 consecutive days of receipt for any reason, without mandatory justification. Returned items must satisfy our standard conditions: clean, completely unused, housed in original packaging, and backed by a valid proof of purchase.
Refunds
We will notify you via email once your return parcel has been delivered to our depot and undergoes warehouse inspection. We will inform you whether the refund request has been approved or declined.
If approved, your refund will be automatically processed back to your original payment card or method within 10 business days. Please account for additional handling times required by your banking institution or credit card issuer to post the transaction.
If more than 15 business days have elapsed since we confirmed your refund approval, please contact us at info@leoglass.shop.