GlassPass Return, Refund and Cancellation Policy

Last Updated: 10/15/2026

We want you to be fully satisfied with every item that you purchase through our platform. GlassPass will accept a return and/or refund provided such return is made in compliance with this Return Policy. Where a return or refund is approved, the Buyer is refunded in full, including any Buyer Protection Fee and applicable sales tax, except where this Policy states otherwise, such as when a package is returned to sender due to an incorrect address provided by the Buyer.

Buyers

GlassPass permits refunds for buyers if: the Seller does not ship the item within 5 business days of receiving payment confirmation, the Seller sends a different item than advertised in the listing (e.g., a rock), or the Item is Not as Described. An Item is Not as Described when it differs materially from the listing description or photos, including undisclosed physical flaws such as scratches, stains, cracks, chips, or bloom, as well as an incorrect size, color, model, design, or quantity, missing parts or accessories, or a misrepresented condition. Refunds may also be available for items lost or damaged in transit, subject to the shipping method and protections described in the Items Lost or Damaged in Transit section below.

Buyers are NOT eligible for refunds if they are unsatisfied with the item, or with the functionality of the item; refunds are only eligible if there is an error as described above. Dissatisfaction with how an item functions is NOT a valid reason for a refund, and only if the item does not function at all may a refund be permitted. If there is a dispute that requires the original artist's input on the legitimacy or quality of the item, the artist's answer is considered binding.

Shipping Methods on GlassPass

Every order on GlassPass is shipped one of two ways, and the protections that apply to the order depend on which method the Seller uses:

GlassPass Shipping Labels

GlassPass Shipping Labels are still available only to Trusted Sellers for now, but we're releasing them to the public very soon.

The Seller purchases the shipping label directly through GlassPass. On these orders, the Buyer chooses at checkout whether to add shipping insurance and, where applicable, signature confirmation. Insurance claims on these orders are handled through our shipping partner as described below.

Self-Shipping

The Seller purchases their own label outside of GlassPass (for example, at the post office or through a third-party label service). On these orders, shipping insurance is not offered at checkout, and the Seller remains responsible for insuring the shipment and for transit-related loss or damage as described below.

GlassPass Shipping Labels are currently available to Trusted Sellers, with availability expanding to all sellers. The protections described in this Policy follow the shipping method used on the order, not the seller's account status.

On orders shipped with GlassPass Shipping Labels, Buyers can purchase Shipping Insurance during checkout to protect against items lost or damaged during transit. Insurance is provided by a third-party insurance provider, and all claims for loss, non-delivery, or damage in transit on these orders are handled by the Buyer directly with the insurance provider. Responsibility for items lost or damaged in transit, including on self-shipped orders where checkout insurance is not offered, is described in the Items Lost or Damaged in Transit section below.

The Buyer must request a permitted return or refund by opening a Dispute with the Dispute button on the Order Screen within 72 hours of receipt of the Item, as shown by the carrier’s tracking.

Once a Dispute is open, the Buyer has a separate 72 hours to submit their unboxing video and any supporting evidence, and to respond to any requests for documentation or information from GlassPass. If the Buyer misses this deadline, the dispute is automatically canceled and resolved in the Seller’s favor.

The Buyer must use GlassPass’s in-app Dispute system, which is located on the Order page of the item purchased, for a Dispute to be eligible for submission. If the Buyer does not open a dispute using the Dispute system within GlassPass within the specified return window of 72 hours, the Buyer is unable to request a refund, return, or open any dispute. Contacting GlassPass via phone call, text message, email, or direct message through any platform does not constitute opening a dispute: all disputes must be made within the GlassPass order system to be successfully submitted. Any dispute or return request made by a Buyer outside of the 72 hour time period is null and void, and will not be accepted or eligible for a refund. Buyer acknowledges that any refund requests, disputes, or returns made outside of the return period cannot be charged back. Payout is automatically sent to Seller after the return period of 72 hours, which prohibits the Buyer from opening any dispute or requesting any form of refund. The Buyer maintains full responsibility for examining the item and ensuring it is in the same condition as described in the listing details, including that the item meets all criteria for acceptance so payout can be sent to Seller.

A valid unboxing video is your strongest protection in any dispute and is required for certain dispute types, including claims involving breakage, physical damage, missing contents, and electronic devices. For all other dispute types, an unboxing video is strongly recommended. If a video is submitted, it must be provided to GlassPass within 72 hours of opening the Dispute. Please refer to our Unboxing Guidelines for full details. The Buyer is responsible for recording a video of the unopened box containing the Item before it is opened, and throughout the opening process. The video must be clear, uncut, and unaltered, covering the entire unboxing from before the box is opened to after the Item is unwrapped. Before commencing the unboxing video, the box must still be sealed as it was when it left the Seller's possession. This video is your proof that the item arrived in the condition claimed. Any suspicion of tampering with the package, such as opening it and reclosing it, is grounds for dismissal of the video as evidence. In the absence of a valid unboxing video where one is not strictly required, GlassPass reserves the right to evaluate all available evidence and may issue a resolution at its discretion.

Inspection, Testing, and Use

Buyers are expected to fully inspect and test the Item promptly upon delivery, within the 72 hour dispute window. Reasonable inspection and initial testing needed to verify the Item's condition and function, such as a water test for glass or the power-on and charging checks required for electronic devices, does not affect dispute eligibility.

Use of the Item beyond initial inspection and testing constitutes acceptance of the Item in its received condition, and disputes concerning the Item's condition, description, or functionality may be denied or closed once such use is confirmed. Opening a dispute does not preserve eligibility if the Buyer continues to use the Item afterward, except as needed to document the claimed issue or as authorized by GlassPass Support.

If a buyer provides incorrect shipping information, such as an inaccurate house number, zip code, apartment number, or fails to include an apartment number, and the package is subsequently lost, whether due to delivery to an incorrect address or loss during a return to sender, the responsibility lies with the buyer. GlassPass and the seller are not liable for issues arising from inaccurate shipment details provided by the buyer. If a package is successfully returned to the sender due to an incorrect address provided by the buyer and they choose not to have it re-shipped, the refund will be issued minus the original shipping fee, which will go to the seller to cover the initial shipment cost. If the buyer does want the item re-shipped, they will need to update and confirm their address, as well as cover the additional shipping costs for re-shipment.

Item Not As Described

An Item is Not As Described if the Buyer can demonstrate that it is significantly different from the Seller’s listing description or photos. It is the seller's responsibility to fully disclose the condition of any item listed for sale on GlassPass. This includes, but is not limited to, any visible or known flaws such as water stains, bloom, repairs, cracks, flea bites, or any other imperfections. To clarify, being unsatisfied with function is NOT a valid reason for a refund. Visible flaws should be clearly shown in listing photos and/or described in the written description. Failure to accurately disclose an item’s condition may result in a refund dispute and other penalties per our marketplace guidelines. Here are a few examples of an Item Not As Described:

The Item received is a different color, model, or size.
The Item has a different design.
The Item is damaged or is missing parts.
The Buyer received the incorrect quantity of Items (e.g., the Buyer purchased two Items but only received one).
The condition of the Item is misrepresented (e.g., the Item is described as new but is used).

Electronic Devices & Battery-Operated Rigs

Due to the complexity and fraud risk associated with electronic devices (including but not limited to e-rigs and vaporizers), these items are subject to strict documentation and evidence requirements.

Serial Number Verification:
Sellers must clearly document the device’s unique serial number in their packaging video. To be eligible for a refund or return, the Buyer’s unboxing video must clearly display the serial number of the received device. If the serial number does not match the Seller’s documented device, the claim will be denied.

Unboxing & Functionality Requirements:
Buyers must record a continuous, unedited video of the unboxing process, beginning before the package is opened and continuing through initial inspection and testing. The video must clearly show:

The sealed package prior to opening
The Item and all contents immediately upon opening
The device powering on
The device being connected to a charger and showing a charging response

Failure to provide a continuous and complete unboxing video may result in denial of the claim.

Functionality Scope:
Initial functionality verification is limited to basic power and charging confirmation during the unboxing process. Additional performance-related issues not demonstrated during the unboxing video may not be eligible for a claim.

Version & Model Accuracy:
Sellers are responsible for accurately listing the correct version or generation of the device. Supporting proof, such as a screenshot of the device’s app dashboard or original packaging barcode, is strongly recommended.

User Error & Post-Delivery Damage:
GlassPass does not provide refunds for issues resulting from user error or damage occurring after the unboxing process. This includes, but is not limited to:

Failed firmware or software updates
Water damage after use
Improper cleaning leading to malfunction
Use of unapproved chargers or accessories

Manufacturer Warranties:
GlassPass does not process, manage, enforce, or guarantee any manufacturer warranties. Manufacturer warranties do not replace a seller’s responsibility to deliver an item as described and in working condition. If an electronic device arrives dead on arrival (DOA), damaged, or otherwise not functioning as described, and the issue is properly demonstrated and verified within the dispute period, the seller is required to accept a return and refund in accordance with GlassPass policies, regardless of whether the device may still be covered under a manufacturer warranty. Buyers are not required to pursue manufacturer warranty claims for devices that arrive defective or not as described. Any warranty claim with the manufacturer remains the responsibility of the seller or original purchaser.

Dispute Requirements:
All claims must be submitted through the GlassPass app within seventy-two (72) hours of delivery. Failure to open a dispute within this timeframe, or failure to provide the required documentation, will result in the transaction being considered final.

Simply being unsatisfied with the order DOES NOT warrant a refund or return.

The Buyer’s Refund from a dispute for Item Not As Described upon delivery will not be issued until the Item is returned to Seller. The Buyer will only receive their refund once the item has been shipped back to the seller and is delivered to the proper return address as indicated by the Seller. If an item is received Not As Described, and a return is warranted, the return shipping cost is to be paid by the seller. The Seller has the option to allow the Buyer to keep the item and still get a refund, if the Seller decides they do not wish to receive the item back from the Buyer.

Returns After an Item Is Approved as Not As Described, Damaged, or Broken

If GlassPass determines that an item arrived Not As Described, damaged, broken, cracked, chipped, stained, bloomed, missing parts, or otherwise eligible for a return or refund under this Policy, the Seller may choose whether they want the item returned before the Buyer is refunded, unless GlassPass determines otherwise.

If the Seller chooses to have the item returned, the return shipping cost will be paid by the Seller unless otherwise agreed between the Buyer and Seller or determined by GlassPass.

Items That Arrived With Physical Damage

If an item is approved for return because it arrived with physical damage, including but not limited to cracks, chips, nicks, broken sections, shattered glass, or structural damage, the Seller acknowledges that returning an already damaged item carries an increased risk of additional damage during return shipment.

If the Seller elects to have a physically damaged item returned, the Buyer will not be held responsible solely because the item sustains additional damage during return transit, provided the Buyer makes a reasonable effort to package the item safely using the original packaging materials when available.

In these situations, the Seller assumes the risk of additional return-transit damage by choosing to have the damaged item shipped back instead of allowing the Buyer to keep or dispose of the item.

Items Returned for Non-Physical Not As Described Issues

If an item is approved for return for a Not As Described issue that does not involve physical damage, including but not limited to incorrect item, incorrect size, incorrect color, undisclosed staining, bloom, missing accessories, inaccurate model, or other listing discrepancies, the Buyer is responsible for safely packaging the item for return shipment.

The Buyer must use the original packaging materials when available and must package the item with sufficient protection for safe transit. GlassPass may request photos or video of the return packaging process if needed.

If the returned item arrives damaged and the item was not previously approved as physically damaged, the Seller must provide a complete unboxing video showing the returned package fully sealed before opening, all sides of the package, and the full unboxing process. Without a valid return unboxing video, GlassPass may be unable to verify that the item was damaged during return transit.

If GlassPass determines that the Buyer failed to package the returned item safely, the Buyer’s refund may be reduced, denied, or otherwise adjusted at GlassPass’s discretion.

If GlassPass determines that the Buyer packaged the item reasonably and the damage appears to have occurred due to carrier handling, the matter may be handled through the applicable shipping insurance claim process, when insurance is available.

Return Shipping Insurance

For fragile, high-value, or previously disputed items, GlassPass may require return shipping insurance and/or signature confirmation before approving the return shipment. If a return label is generated through GlassPass, any available insurance or claim process will be handled according to the label provider’s requirements.

GlassPass reserves the right to determine responsibility for return-transit damage based on the original dispute reason, the condition of the item before return, return packaging evidence, return tracking, carrier findings, seller unboxing evidence, and any other information GlassPass deems relevant.

Payment for Shipping Costs for Refunds/Returns

If an item is deemed not as described, and the Buyer requests a return for the item, the Seller is to pay the return shipping cost. Return labels can also be provided directly to the Buyer from GlassPass via the app or email, enabling tracking and simplifying the return process. The buyer will be refunded in full.

If a package is refused/not signed for and successfully returned to sender, the original shipping cost and any associated fees will be deducted from the Buyer's original payment and sent to the Seller.

Under no circumstances should the Seller request additional payment from Buyer to ship the item after the payment has been made, and the Buyer is not required to pay any extra costs for shipping or any other service after the original payment has been made. Sellers must include all potential shipping costs in the Shipping Cost field when making a listing.

Partial Refunds

Partial Refunds Agreement: In cases where an item is not as described, both the buyer and seller have the option to negotiate a partial refund amount instead of initiating a full return. The amount should reflect the extent of the discrepancy and its impact on the item’s value.

Both parties must reach a mutual agreement on the refund amount before the process is initiated. GlassPass can provide recommendations based on historical transaction data to help determine a fair change in value, but we will not force a specific amount. We act as a mediator to help both parties reach a resolution that avoids a full return.

Refunds, Tax, & Fees Process: Once a partial refund amount is agreed upon, the process is handled as follows:

Seller Payout: GlassPass will subtract the agreed-upon amount from the seller’s original payout.
Buyer Refund: The buyer will receive the agreed-upon amount plus the proportional sales tax associated with that amount.
Buyer Protection Fee Adjustment: Since the Buyer Protection Fee is calculated as 2% of the total purchase price (including shipping), any partial refund will trigger a proportional refund of the fee. This ensures the buyer only pays the 2% fee on the final, adjusted amount they are actually spending.

Return of the Item: If a mutual agreement cannot be reached, the item must be returned for a full refund (including all fees and tax). In this scenario, the seller is responsible for return shipping costs unless otherwise agreed upon. This policy applies specifically to "Item Not as Described" cases. Other policies may apply to scenarios such as non-delivery or shipping damage.

Example: If a buyer and seller agree on a $100 partial refund:

The seller’s final payout is reduced by exactly $100.
The buyer is refunded the $100 agreement amount.
The buyer is also refunded the sales tax originally paid on that $100.
The buyer is also refunded $2.00 (the 2% Buyer Protection Fee originally paid on that $100).

Items Lost or Damaged in Transit

Responsibility for items lost or damaged during shipment depends on the shipping method used on the order.

Orders Shipped with GlassPass Shipping Labels

On orders shipped with GlassPass Shipping Labels, Buyers choose at checkout whether to add shipping insurance. This choice determines who carries the risk of carrier loss or damage:

If the Buyer adds shipping insurance: Items lost in transit or damaged by the carrier are covered through the insurance provided at checkout. All insurance claims are filed by the Buyer directly with the insurance provider using the claims process described in this Policy. Sellers are not responsible for filing claims on these orders.
If the Buyer declines shipping insurance: The Buyer assumes the risk of carrier loss, theft, and transit damage. GlassPass does not provide refunds for uninsured packages that are lost or damaged by the carrier, and the Seller will receive their payout, provided the Seller packaged the item in accordance with the GlassPass Shipping Guide.
Seller packaging responsibility is unchanged: Regardless of the Buyer's insurance selection, Sellers must package items in accordance with the GlassPass Shipping Guide and describe items accurately. If damage results from inadequate packaging, or the item is materially not as described, the Seller may be held liable and may lose their payout regardless of the shipping method or the Buyer's insurance choice.

Self-Shipped Orders

On self-shipped orders, shipping insurance is not offered to the Buyer at checkout. The Seller is responsible for transit risk on these orders and is strongly advised to purchase postal insurance for the full value of the item:

Damage in transit: If an item on a self-shipped order arrives broken or damaged, the Seller will not receive their payout, and the Buyer will be refunded upon compliance with this Policy's dispute requirements. The Seller's route to recovering their loss is an insurance claim with their shipping carrier. GlassPass will assist by providing any documentation needed to support the claim.
Lost packages: A self-shipped package is considered lost if it has been in transit for more than fourteen (14) days beyond the carrier's estimated delivery date and cannot be located through the carrier's tracking system. When a package meets this definition, the Seller must promptly submit a missing mail or package search request with the carrier. If the carrier does not locate the package or provide a resolution within seventy-two (72) hours of that request, GlassPass will refund the Buyer in full, and the Seller should file an insurance claim with the carrier to recover their loss.
Delivered after refund: If a package refunded as lost is later delivered to the Buyer, the Buyer remains responsible for paying for the item. Failure to do so may result in account suspension or other action.

Signature on Delivery

Signature confirmation requires the recipient to sign as proof of delivery. GlassPass enforces the following signature requirements on all orders, regardless of shipping method:

Transactions under $750 (Signature Optional): Signature confirmation is optional for orders totaling less than $750 (item price plus shipping). If an order in this range is scanned as Delivered by the carrier without a signature, the Seller remains protected against non-delivery claims, provided the Seller can demonstrate the package was addressed to the shipping address on the Order Screen (a clear photo or screenshot of the shipping label is sufficient).
Transactions of $750 or more (Signature Mandatory): Signature confirmation is required on all orders totaling $750 or more. On orders shipped with GlassPass Shipping Labels, signature confirmation is included automatically at this threshold and cannot be removed. On self-shipped orders, the Seller is responsible for adding signature confirmation when purchasing their label. If a Seller self-ships an order of $750 or more without signature confirmation and the Buyer claims theft or non-receipt, the Seller may be held liable and the dispute may be resolved in the Buyer's favor after investigation.
Insured orders (Signature Mandatory): On orders shipped with GlassPass Shipping Labels, any order where the Buyer adds shipping insurance automatically includes signature confirmation. Insurance cannot be added without a signature requirement.

Seller Liability Endpoint

GlassPass uses the shipping carrier's official tracking scan as the definitive evidence of delivery. Once tracking from a supported carrier (USPS, UPS, FedEx) shows the package as Delivered to the shipping address on the Order Screen, the Seller has fulfilled their shipping obligation and Seller liability for non-delivery claims ends, subject to the signature requirements above. Where carrier tracking or carrier documentation shows the package was delivered to an address other than the one on the Order Screen, the delivery scan does not end Seller liability, and GlassPass will determine the appropriate resolution based on the available evidence.

Claims that a package was marked Delivered but not received (for example, theft from a doorstep) are handled by shipping method:

Orders shipped with GlassPass Shipping Labels: Delivered-but-not-received claims are eligible for reimbursement only if the Buyer added shipping insurance at checkout. The Buyer is responsible for opening the claim directly with the insurance provider. Signature confirmation alone does not provide reimbursement for these claims; insurance is required for coverage.
Self-Shipped Orders: GlassPass does not provide reimbursement for packages marked as Delivered on self-shipped orders. Buyers may pursue the matter with the shipping carrier directly. Sellers remain protected provided the signature requirements above were met and the label matches the address on the Order Screen.

Cancellations If you are a Seller and are unable to complete a transaction, you must notify the Buyer and request a cancellation from the order screen. GlassPass support will review and process your request. If the Buyer has already submitted payment, GlassPass will issue a full refund. You can also contact GlassPass at [email protected] for help.

If you are a Buyer who would like to request a cancellation, please contact GlassPass by emailing [email protected]. GlassPass reserves the right to cancel an order prior to shipment at its discretion. All cancellations must follow these policies:

The Buyer has not yet received their Item. (Received orders don’t qualify for cancellation.)
The Seller refunds the Buyer in full, except as described above.
The cancellation meets all of GlassPass’s policies.

Sellers: You must ship the Item(s) according to our Shipping Guide, as safely as possible, packaged with the proper materials as described in the guide. If the Item arrives broken or damaged, you will not receive your payment, except as described in Items Lost or Damaged in Transit: on orders shipped with GlassPass Shipping Labels where the Buyer declined shipping insurance, you will still receive your payout, provided you packaged the Item in accordance with the Shipping Guide. If you do not send the Item as it was described on GlassPass or do not send it at all, you will not receive your payment.

To be fully protected, Sellers must:

Follow the GlassPass Shipping Guide
Film and document the entire packaging process
Use signature confirmation on orders totaling $750 or more (item price plus shipping). On GlassPass Shipping Labels, it’s added automatically, including on any order where the buyer added insurance. When self-shipping, add it when you buy your label.

A Seller may cancel a transaction under the following circumstances:

The Buyer did not pay. (The Seller may flag a Buyer for a payment not received, chargeback, or canceled payment.)
Both the Buyer and Seller agree to cancel the transaction before shipment, and the Seller has issued the Buyer a full refund.
The Seller has decided to refuse service to the Buyer, and if the Buyer has already paid, the Seller has issued a full refund, including shipping.
The Buyer did not receive the item(s) ordered, even though the Seller has provided proof of shipping, and the Seller has issued a refund for the Item. (Refunding shipping is optional.)
The Buyer and Seller agreed that the Buyer could return the Item to the Seller for a refund. The Seller has received the returned item and issued a refund to the Buyer for the Item. (Refunding shipping is optional.)

All cancellations must follow these policies:

The order meets one of the above criteria.
The Buyer has not yet received their item. (Received orders don’t qualify for cancellation unless Seller agrees Buyer may return the Item.)
The Seller refunds the Buyer in full, except as described above.
The cancellation meets all of GlassPass’s policies.

Submitting Insurance Claims (Orders Shipped with GlassPass Shipping Labels)

The claims process below applies only to orders shipped with GlassPass Shipping Labels where the Buyer added shipping insurance at checkout. For self-shipped orders, insurance claims are filed by the Seller with their shipping carrier directly, and GlassPass will provide supporting documentation on request.

Claims should be filed for damage, loss, or non-delivery as soon as possible and, in any event, within seven (7) days of delivery. Claims submitted after this time are subject to review.

Submitting through your Buying Dashboard

Open the GlassPass app and tap the shopping bag icon on the bottom navigation bar to access your Buying Dashboard
Tap “Need to Confirm” and open the order related to the shipment issue
Tap the tracking link to open the Arta tracking dashboard
On the right side of the dashboard, locate and tap the “Start a Claim” button
Complete the claim form with all required information
Upload supporting documentation if requested
Submit your claim

Full details & video tutorial available here

Trusted Seller Requirements Trusted Sellers are expected to follow all of these policies should there be a dispute with a buyer. Failure for a trusted seller to refund a buyer if required may result in a ban and monetary consequences. Trusted Sellers may have their status removed for any reason as deemed appropriate by GlassPass, including but not limited to, violating any of the rules, guidelines, or processes set in place by GlassPass, taking payments outside of the app, non-response, etc. without reason. If a Trusted Seller refuses to return payment owed to GlassPass in the event of a dispute or any other event, GlassPass retains the right to debit their payment or payout method to collect owed funds.

Consequences for Unauthorized Cancellations and/or Flakes All cancellations, flakes, and refunds are recorded by GlassPass on a user’s account. These records are used to suspend, ban, or remove a user’s account if deemed necessary by GlassPass.

Please contact us at [email protected] if you have any questions.