Refund policy

 

Effective 1 January 2026

This Returns Policy applies to all retail and wholesale purchases made through the Uprising Glassware online store. Please read this policy carefully before requesting a return.


Return Timeframes

Return timeframes depend on the reason for return:

  • Damaged, faulty, or incorrect items must be reported within 7 days of delivery.
  • Change of mind or satisfaction returns must be requested within 30 days of delivery.

Submitting a return request does not automatically guarantee approval. All returns must be assessed and approved by Uprising Glassware before being sent back.


Return Eligibility

To be eligible for a return, all of the following conditions must be met:

  • The item must be unused, in the same condition as received, and in original, reasonable packaging.
  • Proof of purchase is required.
  • The return request must be submitted within the applicable timeframe above.
  • The item must not be classified as final sale.

If a returned item arrives back to us in a condition worse than when it was sent, we reserve the right to reject the refund. In that case, the customer will need to lodge a claim with the carrier used to return the item. Uprising Glassware will not be liable for damage that occurs during return transit.


Final Sale Items

The following items are considered final sale and are not eligible for return, refund, or exchange:

  • Sale items
  • Discontinued products
  • Personalised or custom products
  • Special order items
  • Gift with purchase items
  • Gift cards (including digital gift cards)


Change of Mind and Satisfaction Returns

If you are not happy with your order for any reason, you may request a return within 30 days of delivery, provided the item is unused and in its original condition.

Approved change of mind and satisfaction returns are subject to the following conditions:

  • Customers are responsible for all return shipping costs.
  • A 15% restocking fee applies to all approved returns, regardless of reason.
  • Original shipping fees are non-refundable.

Returned items that do not meet eligibility criteria may be rejected or returned to the customer at their expense.


Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or contains an incorrect item, please contact us within 7 days of delivery at returns@uprisingglassware.com.au with:

  • Your order number
  • A description of the issue
  • Supporting photos of the item and packaging

We need to hear from you within this window so we can follow up with the carrier and determine where the issue occurred.

If your claim is approved, we will arrange a replacement at no cost to you. You are not required to return the original item and may keep or dispose of it. We will cover all costs associated with sending the replacement.

Damage, loss, or theft during outbound transit is also covered under our Shipping and Delivery Policy, which should be read in conjunction with this policy.


Gift Returns

We do not accept returns or exchanges for items purchased as gifts. The recipient is not able to initiate a return on behalf of the original purchaser.

However, if a gift arrives damaged or faulty, the original purchaser can contact us within 7 days of delivery at returns@uprisingglassware.com.au with their order number and supporting photos. If approved, we will arrange a replacement at no additional cost.


How to Request a Return

To request a return, contact us at returns@uprisingglassware.com.au with:

  • Your order number
  • The reason for return
  • Supporting photos where relevant

If your return is approved, we will provide return instructions. Returns sent without prior approval will not be accepted.

Return shipping labels may be provided at our discretion. Where provided, the cost will be deducted from your refund or billed separately.


Return Address

Approved returns must be sent to the address provided in your return authorisation. Do not send items back without confirmation, as unauthorised returns will not be processed.


Exchanges

We do not offer direct exchanges.

If you wish to receive a different item, you must:

  • Return the original item following the process above, and
  • Place a new order separately once the return is approved.


Refunds

Refunds are issued only after returned items are received and inspected.

If approved:

  • Refunds are processed to the original payment method only.
  • The refund amount will exclude:
    • The 15% restocking fee
    • Any original or return shipping costs
  • Refunds are processed within 10 business days of approval. Your bank or payment provider may require additional time to post the funds.

If more than 15 business days have passed since your refund was approved, contact info@uprisingglassware.com.au.


Australian Consumer Law

Nothing in this policy limits or excludes any rights or remedies available to retail customers under Australian Consumer Law.


Policy Updates

Uprising Glassware reserves the right to amend this Returns Policy at any time. Changes take effect from the published effective date.