Refund Policy

Effective date: January 30, 2026

We want you to be pleased with your GLANCE purchase. If you need to return an item, our policy is simple: standard (non-custom) products may be returned within 30 days of delivery. Custom or personalized products (including branded Signature coasters produced to an approved proof) are final sale unless defective. Below are the details and easy steps to follow.

1. Which items are eligible

  • Eligible for return (within 30 days): Standard, non-custom GLANCE products (e.g., Standard / Intentional coasters sold as retail items), unused and in original condition and packaging.
  • Not eligible / final sale: Custom, branded or bespoke Signature coasters once production has begun or after proof approval and payment. Samples provided as complimentary to partners are non-returnable unless defective.
  • Defective or incorrect items: All items (including custom items) that arrive damaged, defective, or not as ordered are eligible for replacement or refund — see Section 4.

2. How to initiate a return

  1. Email us first within 30 days of delivery at dan@ataglance.store with: order number, item(s) being returned, reason for return, and clear photos (if applicable).
  2. We will respond within 2 business days with a Return Authorization (RA) number and return instructions, including the return shipping address. Do not ship items before receiving an RA. Unauthorized returns may be refused.
  3. Pack items securely in original packaging where possible. Include a copy of the packing slip or RA number inside the box.

3. Return shipping & costs

  • Customer-paid returns: For standard (non-defective) returns, return shipping is the responsibility of the customer unless otherwise agreed. Use a tracked shipping method and retain your tracking number.
  • GLANCE-paid returns: If the return is due to our error (wrong item shipped, manufacturing defect, or damage in transit), we will provide a prepaid return label or reimburse reasonable return shipping costs once validated.
  • International returns: Customers are responsible for return shipping, duties, and customs clearance on international returns. Customs fees and duties paid on the original shipment are non-refundable except where required by law.

4. Defects, damage & incorrect orders

  • Report within 7 days: If your order arrives damaged, defective, or incorrect, email dan@ataglance.store within 7 days of delivery with photos of the item and packaging.
  • We will assess and, where appropriate, offer one of the following at our discretion: replacement (same item), repair, full refund, or store credit. For valid defect/incorrect-item claims, we will refund original shipping costs and cover return shipping.

5. Condition for refund

  • Items must be unused, in original condition, and returned with any original packaging, inserts, or accessories.
  • We reserve the right to refuse a return or apply a partial refund if the item shows signs of use beyond normal inspection or is returned without packaging.

6. Refund processing

  • Once we receive and inspect your return, we will notify you by email and process your refund within 5–10 business days.
  • Refunds are issued to the original payment method. Timing for the funds to appear depends on your bank or payment provider.
  • For exchanges, we will ship the replacement after we receive the returned item and confirm its condition (or immediately if you prepay exchange shipping).

7. Restocking & fees

  • For standard consumer returns in normal condition, we do not charge a restocking fee.
  • For large bulk returns (hospitality or B2B orders) or returns that require significant repackaging, a restocking fee of up to 15% may apply; this will be disclosed when RA is issued. Bulk/hospitality and custom orders are subject to more restrictive return terms and approval.

8. Cancellations

  • Before fulfillment: Standard orders may be canceled before they enter fulfillment — contact dan@ataglance.store immediately.
  • Custom orders: Custom/Signature orders may be canceled only before proof approval and payment. Orders canceled after payment may incur production and design fees.

9. Warranty

Custom and standard products include a 1-year limited warranty against manufacturing defects. Warranty claims are handled separately from standard returns; contact dan@ataglance.store with photos and order details.

10. Questions & returns address

Start your return or ask questions at: dan@ataglance.store
After you email, we will reply with the RA number and the return shipping address (or a prepaid return label if applicable).

11. Notes & legal

  • This policy is in addition to any statutory rights you may have under Ontario consumer protection legislation. Nothing in this policy limits those rights.
  • We reserve the right to update this policy; the effective date will be posted at the top of the page.