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GlassPass Return, Refund and Cancellation Policy

We want you to be fully satisfied with every Item that you purchase through our Site. GlassPass will accept a return and/or refund of your purchase price, less the original shipping and handling costs, and the buyer protection fee, provided such return is made in compliance with this Return Policy. In the event of a refund, GlassPass will retain the 2% Buyer Protection Fee as stated in the Fee Policy.

Buyers: GlassPass will allow you to request a refund or return an Item if the Item was never shipped by the Seller, if the Item you receive is Not As Described on the Service, if it is damaged during shipment, or the shipment is lost. Only in these cases may a Buyer request a return or refund (as applicable). “Not as Described” only includes: scratches, stains, cracks, incorrect size, and in some cases, color. Buyers are NOT eligible for refunds if they are unsatisfied with the item, only if there is an error described above. If there is a dispute that requires the original artist’s input, whatever the artist says is considered binding. The Buyer must request a permitted return or refund through the Service by sending an email to support@glasspass.co within two (2) days of receipt of the Item (as determined by the tracking information submitted by the Seller) of the Item. For example, if the Item is received on a Monday, a permitted return must be requested no later than by midnight Thursday.

Any claim for a return or refund must be accompanied by a complete unboxing video that begins BEFORE the package is opened and shows a complete picture of the box being opened. Please refer to our Unboxing Guidelines for full details. The Buyer is responsible for recording and creating a video of the unopened box containing the Item before it is opened, and throughout the opening process. A clear, uncut, and unaltered video of the entire unboxing process from before the box is opened to after the Item is unwrapped is required to make any claim for a return or refund. Before commencing the unboxing video, the box must still be sealed as it was when it left the Seller’s possession. This video acts as your protection and proof that the item was damaged before it arrived to you. Any suspicion of tampering with the package (such as opening it and reclosing it) is grounds for dismissal of proof.

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. Here are a few examples of an Item Not As Described:

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

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

Refunds for Items Not As Described will not be issued until the Item is returned to Seller. If Seller requests return of a damaged Item, shipping costs will be paid by Seller.

Cancellations

If you are a Seller and are unable to complete a transaction, you must notify the Buyer and cancel the transaction. If the Buyer has already submitted payment, you must issue a full refund. Keep proof of any refunds in the event a dispute arises. Contact GlassPass at support@glasspass.co so we can refund the buyer for you.

If you are a Buyer who would like to request a cancellation, please contact the Seller directly and alert GlassPass by emailing support@glasspass.co. 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, and as safely as possible. An Item must be packaged in the proper materials as described in the Shipping Guide. If the Item arrives broken or damaged, you will not receive your payment. If you do not send the Item as it was described on the Service or do not send it at all, you will not receive your payment.

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.

Trusted Sellers 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.

Please contact us at support@glasspass.co if you have any questions!