Returns and Refunds

Amber Dragons wants every customer to be delighted with their handmade stained glass artwork. This page explains how to cancel an eligible order, return a product, report a damaged delivery and request a repair, replacement or refund.

Nothing in this policy limits or removes your statutory consumer rights.

For return or refund enquiries, email contact@amberdragons.co.uk before sending an item back.

Change-of-Mind Returns

If you purchase an eligible, ready-made product online, you normally have 14 days from the day after delivery to tell Amber Dragons that you wish to cancel the order.

You do not need to provide a reason.

After notifying Amber Dragons, you normally have a further 14 days to return the product.

To request a return, email contact@amberdragons.co.uk and include:

Your name
Order number
Product purchased
Date of delivery
A clear statement that you wish to cancel
Your preferred contact details

Amber Dragons will confirm the return instructions and appropriate return address.

Please do not send an item back without first requesting return instructions.

Products That Cannot Normally Be Returned for a Change of Mind

The statutory change-of-mind cancellation right does not normally apply to:

Bespoke stained glass commissions
Made-to-measure glass
Products made to your specifications
Clearly personalised products
Artwork altered at your request
Products incorporating names, dates or personalised wording

These exclusions do not affect your rights if an item is faulty, damaged, not as described or does not conform to the agreed specification.

Bespoke Commission Cancellations

If you need to cancel a bespoke stained glass commission, contact Amber Dragons as soon as possible.

Depending on the stage reached, Amber Dragons may deduct reasonable amounts relating to:

Design work already completed
Materials specifically purchased
Non-refundable supplier charges
Production work already undertaken
Other genuine losses caused by the cancellation

Any retained amount will reflect work completed and actual reasonable costs. It will not be imposed as an arbitrary penalty.

The cancellation position and any applicable refund will be explained in writing.

Cancelling Before Dispatch

If you wish to cancel a ready-made order before it has been dispatched, contact Amber Dragons immediately.

Where cancellation is still possible, the order will be stopped and refunded.

If the product has already entered the delivery network, you may need to receive and return it using the normal returns process.

Personalised or bespoke work may not be cancellable once design, material purchasing or production has begun.

Returning an Eligible Product

Returned products must be sent within the applicable return period.

Please ensure that the product is:

Packaged securely
Protected appropriately for its fragile nature
Returned with all supplied components
Sent using a tracked delivery service
Insured for its value where appropriate
Accompanied by sufficient information to identify the order

You do not have to use the original packaging, but the replacement packaging must protect the artwork adequately during transit.

Amber Dragons may provide specific packaging instructions for fragile stained glass.

Proof of Postage

Always obtain and retain:

Proof of postage
A tracking reference
Evidence of the delivery service used
Evidence of any insurance or compensation cover

Keep this information until the return and refund have been completed.

If a returned parcel does not arrive, proof of postage and tracking information may be needed to investigate the loss.

Return Postage Costs

Change-of-mind returns

Customers are normally responsible for the cost of returning an eligible product when they have changed their mind.

Because stained glass is fragile, a tracked service with sufficient compensation cover is strongly recommended.

Faulty, damaged or incorrect products

If a product is faulty, damaged in transit, not as described or incorrectly supplied, Amber Dragons will cover reasonable return costs or arrange an appropriate return method.

Please contact Amber Dragons before returning the product.

Handling Returned Products

You may inspect and handle a product only as much as reasonably necessary to establish its nature, characteristics and functioning.

Amber Dragons may reduce a change-of-mind refund if avoidable or excessive handling has diminished the product’s value.

Examples may include:

Damage caused after delivery
Marks or contamination
Missing components
Unauthorised alterations
Incorrect installation
Inadequate return packaging
Handling beyond what would reasonably be permitted in a shop

This does not affect your rights concerning faults or damage that existed when the product was supplied.

Refund Timescales

For a valid change-of-mind cancellation, Amber Dragons will normally issue the refund within 14 days of:

Receiving the returned product; or
Receiving acceptable evidence that the product has been returned

The refund may be delayed until the item or appropriate evidence of return has been received.

Refunds will normally be made using the original payment method unless another method is agreed.

Your bank or payment provider may require additional time to display the refunded amount.

Original Delivery Charges

Where legally required, a valid change-of-mind refund will include the original standard delivery charge.

If you selected a more expensive delivery service, Amber Dragons is not required to refund the additional cost above the standard delivery option.

Return delivery costs are normally the customer’s responsibility for change-of-mind returns.

Faulty Products

Products supplied by Amber Dragons must be:

Of satisfactory quality
Fit for an agreed purpose
As described
Consistent with an approved bespoke specification

If you believe an item is faulty, email contact@amberdragons.co.uk and include:

Your name
Order number
Date of purchase
A description of the fault
Photographs showing the issue
Details of how the product has been displayed, installed or used

Depending on the circumstances and your statutory rights, the available remedy may include:

Repair
Replacement
Price reduction
Partial refund
Full refund

Customers may have a short-term right to reject qualifying faulty goods within 30 days of delivery.

After this period, the appropriate initial remedy may be a repair or replacement. Your precise rights depend on the circumstances and applicable consumer law.

Damaged Deliveries

Please inspect your delivery as soon as reasonably possible.

If the parcel appears damaged:

Photograph the unopened parcel.
Photograph all sides of the packaging.
Carefully open the parcel.
Photograph the inner protective materials.
Photograph any damage to the artwork.
Retain the packaging, labels and damaged product.
Contact Amber Dragons promptly.

Reporting visible damage within 48 hours is extremely helpful when Amber Dragons must make a courier or postal claim. This requested timeframe does not limit your statutory rights.

Do not dispose of the packaging or damaged item until Amber Dragons confirms that it is no longer required.

Information Required for a Damage Claim

When reporting transit damage, please provide:

Your full name
Order number
Date of delivery
Product details
Photographs of the damage
Photographs of the inner packaging
Photographs of the outer packaging
A photograph of the delivery label
Details of any visible damage noted at delivery

This evidence helps Amber Dragons investigate the problem and resolve it efficiently.

The customer will not be required to pursue the courier instead of exercising their rights against Amber Dragons.

Incorrect Products

If you receive the wrong product, contact Amber Dragons promptly.

Do not return it until return instructions have been provided.

Amber Dragons will arrange an appropriate return and, depending on availability and your preference, provide:

The correct product
A suitable replacement; or
A refund

Reasonable return costs for an incorrectly supplied product will be covered by Amber Dragons.

Products That Are Not as Described

If an item materially differs from its description or an approved bespoke specification, contact Amber Dragons with details and photographs.

Handmade stained glass naturally varies in:

Colour
Texture
Transparency
Pattern
Bubbles and traditional glass characteristics
Solder lines
Patina
Appearance under different lighting conditions

Normal handmade variations are not necessarily faults.

However, this does not affect your rights where an item materially fails to match its description or agreed specification.

Exchanges

Exchanges may be available for eligible ready-made products, subject to stock availability.

Because many Amber Dragons artworks are unique or one-off pieces, an identical replacement may not always be available.

Where an exchange cannot be provided, an appropriate alternative or refund may be offered.

For accounting and stock-management purposes, Amber Dragons may process an exchange as a return and a separate new order.

Sale and Discounted Products

Sale and discounted products have the same statutory rights as full-price products.

An item cannot be returned as faulty solely because of a defect that:

Was clearly disclosed before purchase; and
Was reflected in the product description or price

Eligible online change-of-mind rights continue to apply to non-personalised sale products.

Gifts

Refunds will normally be issued to the original payment method used by the purchaser.

If you received an item as a gift, please provide as much purchase information as possible.

Amber Dragons may be able to offer an exchange or alternative arrangement, but a monetary refund will normally be returned to the original purchaser.

Installation and Accidental Damage

Amber Dragons is not responsible for damage caused after delivery by:

Incorrect installation
Unsuitable hanging methods
Accidental impact
Misuse
Failure to follow care instructions
Unauthorised repairs
Alteration by another person
Normal wear and ageing

This does not exclude responsibility for a fault that existed when the product was supplied.

If you believe a product may be faulty, contact Amber Dragons before arranging a third-party repair or alteration.

Return Packaging

Stained glass must be protected carefully during return transit.

Suitable protection may include:

Strong inner and outer boxes
Protective wrapping
Edge and corner protection
Adequate cushioning
Securely immobilised contents
Reinforced packaging where necessary

The artwork should not be able to move freely inside the box.

If you are unsure how to package a return safely, ask Amber Dragons for guidance before dispatch.

Returns Lost or Damaged in Transit

For change-of-mind returns arranged by the customer, the customer is responsible for selecting a suitable return service and packaging the product safely.

A tracked service with compensation cover appropriate to the value of the artwork is strongly recommended.

If Amber Dragons supplies a prepaid label or arranges collection, please follow the supplied instructions carefully.

Your statutory rights remain unaffected where Amber Dragons is responsible for arranging the return of a faulty, damaged or incorrect product.

International Returns

International customers must contact Amber Dragons before returning an item.

Unless an item is faulty, damaged or incorrectly supplied, the customer is normally responsible for:

International return postage
Suitable tracking
Appropriate insurance
Customs documentation
Any return-related duties or charges

Packages should be clearly identified as returned goods where permitted and appropriate.

Amber Dragons is not responsible for delays caused by incorrect customs declarations completed by the customer.

Refunds for Bespoke Commissions

Bespoke and personalised products are not normally refundable because the customer has changed their mind.

A bespoke product may qualify for a remedy where it is:

Faulty
Damaged
Not as described
Significantly different from the approved specification

Minor differences resulting from handmade production, artistic interpretation, glass availability or lighting are not necessarily defects.

Each bespoke concern will be assessed individually against the approved design, agreed specification and applicable consumer rights.

How to Request a Return or Refund

Email:

contact@amberdragons.co.uk

Please include:

Your full name
Order number
Product name
Date of delivery
Reason for contacting us
Relevant photographs
Whether you are requesting a return, repair, replacement or refund

Amber Dragons will respond with the appropriate next steps and, where required, the return address.

Complaints

Amber Dragons aims to resolve returns and refund enquiries fairly and promptly.

If you are dissatisfied with the proposed resolution, explain your concern in writing so it can be reviewed.

You can also obtain independent consumer advice through the Citizens Advice consumer service.

Your Statutory Rights

Nothing in this Returns and Refunds Policy excludes, restricts or replaces your rights under UK consumer law.

For further information, please read:

Contact Amber Dragons

Christine Saunders
Amber Dragons
Email: contact@amberdragons.co.uk
Website: https://amberdragons.co.uk/