Refund policy
Returns, Breakage & Our Care Promise
In short: Every piece is handblown and one of a kind, and most are made to order, so we can't accept returns or exchanges. But you're never left with a broken piece. If something arrives damaged, send us photos within 7 days of delivery and you choose how we make it right: a repair, a replacement or a refund.
Why we don't take returns
Each piece is shaped by breath and hand, and most are made just for you after you order. No two are identical, and glass that travels twice is at real risk. That's why we don't accept returns or exchanges once your piece is made. It also means the piece you receive is yours alone.
Small variations in color, bubbles, size and form are signs of handblown glass, not defects. They're what make your piece unique.
If your piece arrives damaged: our Care Promise
We inspect every piece, pack it to arrive intact, and ship every order tracked and insured. If the worst happens:
- Keep everything. Please hold on to the box and all packing materials until your claim is resolved.
- Take photos of the damaged piece, the box and the shipping label.
- Email info@thethirdrooom.com within 7 days of delivery. Include your order number and the photos.
- You choose how we make it right: a repair, a newly made replacement, or a refund. If your piece needs to come back to us for a repair or replacement, we'll email you a prepaid return label once your claim is accepted, at no cost to you.
Replacements are handblown to order, so they follow our usual lead times. We'll let you know when to expect yours.
Custom orders
Custom sizes, colors and commissions are made just for you, and they require a non-refundable deposit. You can cancel any time before we start making your piece, and we'll refund everything except the deposit. Once making begins, the order is final. We'll confirm every detail with you before we start, and the Care Promise still covers damage in transit.
Changing or cancelling an order
Standard orders can be cancelled for a full refund before we start making them. Custom orders can be cancelled before making starts too, but the deposit is non-refundable. Once making begins, the order is final. Email us as soon as you can and we'll tell you where your piece is in the process.
Questions?
We're happy to help you choose, whether that's size, color or fit for your space. Email info@thethirdrooom.com before you order.