Returns & Refunds
Returns & Refunds – Factoh (Rustic Horse Glass Studio)
At Factoh, every piece is individually handblown by skilled artisans. Each creation carries subtle variations in form, tone, air bubbles, and detailing — these are natural signatures of handmade glass and part of its character, not defects.
We encourage customers to review product descriptions and dimensions carefully before placing an order.
Return Window
Due to the delicate and handcrafted nature of our glass artworks, return or replacement requests must be raised within 48 hours of delivery.
We do not offer open or extended return periods.
Eligible Cases
We will gladly review requests under the following circumstances:
• Transit damage
• Genuine manufacturing defect
• Incorrect item received
Requests outside these categories cannot be accommodated.
Unboxing Documentation
For all damage-related claims, a clear and uninterrupted unboxing video is required.
The video must: • Show the parcel in sealed condition
• Capture the complete opening process
• Clearly display the issue
This helps us assess transit-related concerns accurately and protect both our customers and our studio.
Return & Pickup Process
Once approved:
• Reverse pickup will be arranged within 3–5 business days
• The product must be unused and repacked securely in original packaging
• A basic quality inspection will be conducted upon return
If the product is received in altered or damaged condition due to improper repacking, the return may not qualify for refund.
Refund Processing
Refunds are initiated only after the returned item is received and inspected.
Prepaid Orders
Refund will be processed to the original payment method within 5–7 business days.
Cash refunds are not available.
Original shipping charges are non-refundable. Applicable reverse logistics costs may be deducted where relevant.
Important Notes
• Handcrafted variations are not considered defects
• Custom or made-to-order pieces are non-returnable
• International orders are final sale
• Items self-shipped 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.