Returns & Refunds
Rustic Horse Glass Studio · Factoh
Returns & Refunds
Every piece at Rustic Horse is individually handblown. No two are identical — and that is by design. Each creation carries its own subtle variations in form, tone, surface texture, air bubbles, and colour depth. These are not imperfections. They are the fingerprints of the maker, and what makes your piece truly one of a kind.
Please read before ordering
Product images on our website are representative samples. Because every piece is made by hand, the item you receive may vary from the photograph in colour tone, translucency, surface character, and minor proportions. This is inherent to handmade glass and is not grounds for return or exchange. We recommend reviewing product descriptions and dimensions carefully before placing your order.
Return Window
All return, exchange, or refund requests must be raised within 48 hours of delivery. We are unable to process requests raised after this window.
Eligible Cases
We will review requests only under the following circumstances:
- Transit damage (unboxing video required — see below)
- Genuine manufacturing defect
- Incorrect item received
Requests citing visual differences from product images, colour variations, or handcrafted character are not eligible.
Unboxing Documentation
For all damage-related claims, a clear, uninterrupted unboxing video is mandatory. The video must:
- Show the parcel in fully sealed condition before opening
- Capture the complete unboxing process without cuts
- Clearly display the damage or issue
Claims without a valid unboxing video cannot be processed.
How We Resolve Issues
Depending on the nature of your claim, resolution is offered in the following forms:
Store Credit
Store Credit
Issued for eligible damage or defect claims. Valid for 12 months from date of issue. Can be used across all products on Factoh.
Exchange
Exchange
A replacement piece will be sent for eligible claims, subject to availability. Exchanges are shipped once the original item is returned and inspected.
Money Refund
Full Refund
A monetary refund to the original payment method is issued only in these cases: order lost in transit, non-delivery, or RTO (Return to Origin). Not applicable for damage or defect claims.
Return Process
Once your claim is approved for exchange or store credit:
- Ship the item back unused, in its original packaging
- Pack securely — items damaged due to improper repacking will not qualify
- A quality inspection will be conducted upon receipt
For monetary refunds (lost/undelivered/RTO orders), no return shipment is required — we will initiate the refund once the case is confirmed with the logistics partner.
Delivery Disputes & Courier Delays
Please note
Rustic Horse Glass Studio is an independent artisan studio — we are not a courier company and do not control shipping timelines or last-mile delivery. Once your order is dispatched, it is in the hands of our logistics partner.
We understand delays can be frustrating, and we take every non-delivery concern seriously. However, refunds in such cases can only be initiated after a formal investigation is complete. Here is how we handle each situation:
- Courier delay — If your shipment is delayed beyond the estimated delivery window, please write to us and we will follow up with the courier on your behalf. A refund cannot be issued for delays alone; we ask for your patience while the shipment is traced.
- Marked as Delivered but not received — If the courier's system shows your order as delivered but you have not received it, we will raise an investigation with the logistics partner. This process takes time and we are bound by their findings. Refunds will not be issued solely on the basis of a customer report — we must await the investigation outcome before any action is taken.
- Confirmed non-delivery / RTO — If the courier confirms the order was undeliverable and it is officially marked as RTO (Return to Origin), we will initiate a refund once the item is received back at our studio and verified.
We appreciate your understanding. These checks protect every customer — including you — from errors and misreported deliveries. We will always keep you informed through the process.
Refund Processing
Where a monetary refund applies, it will be processed to the original payment method within 5–7 business days of confirmation.
- Cash refunds are not available
- Original shipping charges are non-refundable
- Reverse logistics costs may be deducted where applicable
Important Notes
- Handcrafted variations — in colour, tone, texture, or form — are not defects and are not eligible for return or exchange
- Product images are representative; your piece will be unique
- Custom and made-to-order pieces are non-returnable under all circumstances
- International orders are final sale
- Items self-shipped by the customer and lost in transit are not eligible for refund
Cancellations
Orders may be cancelled within 12 hours of placing them, provided they have not been dispatched or entered production. Write to us at hello@factoh.com as soon as possible.