Return Policy
Due to the extreme custom nature of our keepsakes, no returns or refunds will be accepted once Grateful Glass has created your order. It should be understood that Grateful Glass keepsakes are crafted entirely by hand. As a result, variations in color, size, design, and finish are to be expected. Other variations such as small surface bubbles also may occur. Such bubbles are natural and are a result of the encasement process, not a product defect. No two keepsakes will ever look exactly alike even when made from the same set of ashes. While we strive to create a consistent product, many variables exist when encasing cremation ashes within glass that are simply out of our control. We have outlined a few common variations below.
Order Cancellation Policy
Orders may be cancelled within 30 days from your purchase date for a full refund minus any applicable shipping charges. Requests for order cancellations must be made in writing and prior to Grateful Glass creating your keepsake and require prior authorization by Grateful Glass. If you wish to cancel an order, you remain responsible for any incurred shipping costs (including those that may have been included for free with your order) as well as return shipping. If you wish to cancel your order after receiving your collection kit, you will be responsible for the return shipment cost of the kit.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take up to 7 business days before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sales@gratefulglass.com.
Design Variations
Encasing ashes within glass is very much an art and not an exact science. Each set of ashes reacts uniquely when encased within molten glass. This is because each crematory operates their cremation machine, or retort, at different temperatures and for different lengths of time. As a result, this creates subtle differences in the chemical make up of the ashes which in turn can affect the design/look/color of the ashes when encased within glass.
Ashes come to us in a of variety grades ranging from fine powder to very coarse. The fineness of the ashes can greatly affect the look of the finished keepsake. We also receive ashes in a range of colors from pure white to pure black. In addition, many individuals and also pets have taken various mediations prior to their passing which often contain various trace elements that remain within the ashes. This can change the chemistry of the ashes and as a result the look/designs of the encased ashes within glass.
Every Grateful Glass keepsake is crafted using the same process and using the same amount of ashes. Sometimes more ashes fuse to the glass during the encasement process than others. This part of the process is very much organic in nature and it is something that we cannot finely control. Variation in how much ash sticks to the glass is often a result of the chemical composition of the ashes as well as how finely the ashes were processed by the crematory.
Colored Glass Variations
All of the colors we work with are produced in small batches and slight variations exist from batch to batch. In particular, the Amber Purple, Sunshine Yellow, and Ruby Red tend to vary the most as a result of their base ingredients. You can read more about these colors on our FAQ page. Additionally, computer monitor settings may display colors differently than their actual coloration. If you have any questions about a particular color or would like to see additional images, please contact us prior to ordering.
Settings Variations
Our settings are handcrafted from .925 sterling silver and are fabricated here in the USA. As is the nature of hand-crafted metal goods, the finish may vary slightly from piece to piece. This is normal as our settings are cast in small batches and then polished by hand. Sterling silver by nature is prone to tarnish and oxidation. Tarnish may present itself quicker in some situations usually as a result of sweat, perfumes, chlorine, household cleaners, etc. Discoloration of the sterling silver finish is a result tarnish or oxidation, and not a defect in the material.
Shipping
To return your product, you should mail your product to: Grateful Glass, 8316 N Lombard St, Unit #291, Portland, OR 97203 United States
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
