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Refund Policy

Last updated:2025-12-04

Thank you for shopping with Glass Factory Tools.
We aim to provide high-quality tools, consumables, and equipment for glass-processing factories worldwide.
This Refund Policy explains the conditions under which refunds, returns, or replacements may be requested.

By placing an order on our website, you agree to the following terms.

1. Eligibility for Refunds and Returns

We accept refunds or returns under the following conditions:

1.1 Defective or Damaged Products

If you receive an item that is defective, damaged, or not functioning as described, you may request:

  • A replacement

  • A refund

  • A store credit

You must contact us within 7 days of receiving the item and provide:

  • Order number

  • Photos or videos showing the issue

  • Description of the problem

1.2 Wrong Item Received

If we mistakenly ship the wrong product, we will arrange:

  • A replacement shipped at no additional cost

  • Or a full refund

1.3 Factory Defects (Warranty Items)

Some products (such as equipment, machines, or branded tools) may include manufacturer warranties.
Warranty claims will follow the manufacturer’s official policy.

2. Non-Refundable & Non-Returnable Items

Due to the nature of glass industry tooling and consumables, the following items cannot be returned or refunded unless defective:

  • Consumables (cutting wheels, polishing pads, drill bits, abrasives) after use

  • Custom-made or special-order products

  • Opened packaging of chemicals, powders, adhesives, or liquids

  • Products damaged due to misuse or improper installation

  • Clearance or discounted items marked “Final Sale”

Consumables that have been unboxed or used cannot be resold and therefore are not eligible for return unless they arrived defective.

3. Return Process

To initiate a return, please contact us at:

📧 support@glassfactory-tools.com

Include the following:

  • Order number

  • Product name

  • Reason for return

  • Photos or videos (if applicable)

Do not ship items back without receiving authorization.
Unauthorized returns may not be accepted.

After your request is reviewed, we will provide:

  • Return instructions

  • Return shipping address

  • RMA (Return Merchandise Authorization) number

4. Refund Processing Time

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be issued within 5–10 business days

  • Refunds will be processed to your original payment method (PayPal, credit card, etc.)

Processing time by your bank or payment provider may vary.

5. Return Shipping Costs
5.1 When Glass Factory Tools covers shipping

We cover return shipping costs when:

  • The wrong item was delivered

  • The item is defective or damaged

  • The issue is confirmed to be our responsibility

5.2 When the customer covers shipping

Customers are responsible for return shipping costs when:

  • They purchased the wrong item

  • The item does not fit their equipment due to incorrect selection

  • They no longer need the item

  • They request a return for reasons unrelated to product quality

Shipping fees are non-refundable unless the product was defective.

6. Exchanges (Replacement Products)

If you need to exchange a defective or damaged product for the same model, we will replace it at no additional cost.

If the product is unavailable, you may choose:

  • A full refund

  • A different product with a price adjustment

7. Order Cancellation

Orders can be canceled within 12 hours of purchase if the order has not yet shipped.

Once the order has been processed or shipped, cancellation may not be possible.
In such cases, the order will follow the standard return policy.

8. Special Conditions for Machinery & Equipment

Large equipment or machinery (such as drilling machines, edging machines, lifting tools, etc.) are subject to separate return and warranty rules:

  • These items are non-returnable once the contract has taken effect

  • Warranty and service are subject to the contractual agreement

Contact our support team for details before submitting a request.

9. Contact Us

If you have questions about this Refund Policy or need help with a return, please contact us:

📧 support@glassfactory-tools.com
🌐 https://glassfactory-tools.com

Our support team will assist you within 1–2 business days.