Legal
Returns & cancellation
Changed your mind, or something isn't right? You have 14 days from delivery to cancel. Here's exactly how it works. Last updated 28 October 2026.
Changing your mind
- You have 14 days from the day your parcel arrives to cancel, for any reason or none.
- Tell us within those 14 days, then send the item back within a further 14 days.
- You pay the cost of posting it back unless the item is faulty or not what you ordered.
- We refund the item and the original postage within 14 days of getting the item back, or of your proof that you posted it, whichever comes first.
How to cancel
- Email alexlee420420@gmail.com from the address you ordered with. You don't need a form, just these lines:
- Order reference and date · your name · the item you're cancelling · "I am cancelling the contract of sale for this item" · the card or account you paid with.
- We'll reply with the address to send it to and any packing notes, and confirm your refund the moment it's on its way.
Packing it back
- Send it back padded the way it arrived — foam-wrapped, with the joint guarded — so it survives the courier.
- Keep the tracking number; it's your proof of the date you posted it.
- Items need to come back in the condition you received them. You can handle a piece to look at it; we can't accept one that's been used, cleaned with solvents, or damaged.
Items we can't take back once opened
- Hygiene-sealed pieces — glass tips, mouthpieces and anything that goes in the mouth — can't be refunded once the seal is broken, the same as in any shop.
- A piece made or finished to your own specification can sit outside the 14-day cancellation right. A one-off we already had in stock isn't "custom-made" and keeps your right to cancel, and sale or clearance items keep theirs.
- You're only responsible for any drop in value from handling beyond what you'd do in a shop — look at it, don't use it.
Faulty, damaged or wrong
- Email us with photos as soon as you can. We'll cover the return postage and repair, replace or refund you — your choice, and your statutory rights under the Consumer Rights Act 2022 are unaffected.
- Glass that's been dropped, or heated past what the listing states, isn't a manufacturing fault, but message us anyway and we'll be reasonable.
Delivery problems
- If your parcel hasn't arrived, tell us and we'll trace it. If we can't deliver within 30 days of your order, you can cancel for a full refund.
- If the tracking says delivered and it isn't, tell us straight away so we can open a claim with the courier.
18+ only. GlassGalore sells accessories and related products only. Customers are responsible for complying with all applicable local laws. Product availability and shipping are subject to legal and carrier restrictions.