We package our hourglasses very well to insure against breakage. If your hourglass arrives broken or otherwise defective you have the option of either exchanging your hourglass OR a full refund at no cost to you. IMPORTANT: All packages must be opened and inspected within 48 hours of receipt to report damages and defects. This allows us to submit claims with our carrier and supplier. Do not dispose of the packaging or hourglass until the the claim is filed.
Returns for any other reason (don't like the color, style, etc.) will be handled as follows: Item must be returned to us within 20 days of receipt in perfect sellable condition after which your purchase price, less the cost of shipping the item to you originally and a 15% restocking fee, will be refunded to you. Refunds will not be processed without a return authorization so please email us at firstname.lastname@example.org prior to returning your hourglass to obtain your RA. Refused deliveries or returned packages due to incorrect addresses are subject to the same fees.
For exchanges customer is responsible for the shipping costs and any difference (if exchanged for hourlgass that costs more) but no restocking fee will be charged. If exchanged for hourglass that is less expensive the difference will be refunded to the customer. Exchanged item must be returned in perfect sellable condition. Please contact us before returning any hourglass for instructions on how to safely ship your hourglass. NO RETURN, EXCHANGE OR REFUNDS ON SPECIAL ORDERS (i.e. engraved hourglass, special timer etc).