At Augeno, we want you to be completely satisfied with your purchase. We understand that buying glass products online requires confidence, which is why we offer a straightforward return and exchange process. If your tempered glass table top does not meet your expectations or arrives with any issues, we are committed to making it right. This policy outlines the conditions and steps for returning or exchanging your items to ensure a fair and transparent experience for all our customers.
Eligibility for Returns
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original double-boxed packaging. We accept return requests within 30 days of the delivery date. Because our glass tops are precision-cut items, we cannot accept returns for products that have been installed, scratched, or altered after delivery. A receipt or proof of purchase is required to complete your return process.
Damage and Issues
Since we specialize in tempered glass, we urge you to inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, please contact us immediately. In cases where the glass has shattered or cracked during transit, we require photographic evidence of both the damaged product and the packaging. Once verified, we will arrange for a replacement or a full refund at no additional cost to you, as your satisfaction and safety are our top priorities.
Exchange Process
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If you need a different size or style of glass top, please reach out to our support team to initiate the exchange. We will guide you through the process of returning the original item and ensuring the new replacement is shipped out to you as quickly as possible.
Shipping Costs for Returns
For returns based on personal preference or "change of mind," the customer will be responsible for paying the return shipping costs. Shipping costs are non-refundable. Given the fragile and heavy nature of our 36-inch glass tops, we strongly recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not responsible for items damaged during the return transit.
Refund Processing
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed automatically to your original method of payment within 5 to 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund to your account. If you haven't received a refund after the specified period, we recommend contacting your financial institution first.
Non-Returnable Items
Certain items cannot be returned, such as custom-ordered glass sizes or items purchased during "Final Sale" events. Additionally, we cannot accept returns for products that show signs of wear, impact damage after delivery, or those missing their original protective styrofoam packaging. If you are unsure whether your item qualifies for a return, please contact our customer service team before initiating the shipment.
Contact Us
If you have any questions or concerns regarding our Return and Exchange Policy, or if you need assistance with a specific order, please contact the Augeno support team. We are here to help you resolve any issues and ensure that your experience with our premium glass products remains positive and professional.