Refund policy

Return Policy

We have a 30-day return policy on all high volume shapes/sizes (9x6.5, 9x9, 9x13), which means you have 30 days after receiving your item to request a return. Please inspect your purchase as soon as you receive it and notify us immediately if there are any issues so we can correct them.  We do not offer returns for low volume shapes or customer orders.  

To be eligible for a return, your item must be in the same condition that you received it unused, uninstalled, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return shipping costs are the responsibility of the customer and will be deducted from the refund amount.

How to Start a Return

To start a return, contact us at support@tippcityglass.com. If your return request is accepted, we’ll send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any questions at support@tippcityglass.com.

Damages and Issues

Please inspect your order upon receipt and contact us within 48 hours of receipt if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.  All of our glass is shipped via UPS with insurance.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including low volume shapes/sizes and custom orders.

Custom-cut glass panels made to customer-specified dimensions are non-returnable unless they arrive defective, damaged, or incorrect.

Customers are responsible for verifying measurements before ordering. Measurement errors are not eligible for return or refund.  If incorrect dimensions were provided, we will offer a discount on a replacement order.

Installed or Used Glass

Glass that has been installed and subsequently cracks during use is not eligible for a refund. However, as a customer courtesy, we offer a one-time replacement at a 50% discount if the glass cracks within 30 days of delivery.

In most cases, cracks that occur after installation are due to installation-related issues, such as:

  • Bracket/clips screws being over-tightened

  • Insufficient clearance for thermal expansion (approximately 1/8" on all sides).  

  • Something touching the glass at high temperatures like a pc of wood or one of the metal clips.

As the stove door heats up and expands, these conditions can cause the panel to crack if the glass is too tight due to the different expansion rates.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

To be eligible, the item must be unused, uninstalled, and in its original packaging, and you’ll need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return and let you know whether the refund is approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days.

Please remember it can take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at support@tippcityglass.com.