Returns & Refunds
At Yana Glass, we’re committed to your satisfaction. Because we fabricate to your exact specifications, most orders are custom and not returnable—however, we stand behind our quality and provide fast, fair resolutions for damage or manufacturing issues.
Custom Product Policy
Because each piece is made-to-order, most custom items can’t be returned or exchanged. If something isn’t right, we’ll work with you to make it right under our Quality Guarantee below.
Quality Guarantee
- Every piece is inspected before it leaves our facility.
- Your glass will match the specifications confirmed at checkout.
- All products are warranted against manufacturing defects.
Tip: Save your order confirmation—most resolutions start with specs in that email.
Damaged Products
Despite careful packaging, damage can sometimes occur in transit.
If Your Order Arrives Damaged
- Inspect immediately upon delivery.
- Photograph the damage and the packaging.
- Report within 48 hours (email or phone below).
- Retain all packaging for potential carrier inspection.
Our Resolution Process
- Submit photos + order number.
- We review your claim within 1–2 business days.
- Once approved, we arrange:
- Free replacement of the damaged item
- Free shipping on the replacement
- Simple return or carrier pickup if required
Manufacturing Defects
What Qualifies
- Incorrect dimensions (outside published tolerances)
- Edge finishing not as ordered
- Material imperfections impacting function/appearance
- Missing features specified in your order
Resolution
- Send photos and a brief description within 10 days of delivery.
- Our quality team evaluates the claim.
- If verified, we:
- Fabricate a corrected replacement at no cost
- Ship the replacement free of charge
- Provide return shipping for the defective item
Order Cancellations
Before Production
- Cancel for a full refund prior to fabrication.
- You’ll receive an email when fabrication begins.
During/After Production
- Once fabrication has begun, orders cannot be cancelled.
- After shipment, standard damage/defect policies apply.
Measurement Errors
We fabricate to the exact dimensions provided. Please double-check sizes before ordering.
- Customer-provided measurements are the customer’s responsibility.
- Use our measurement guides for best results.
- Items made to submitted measurements can’t be returned for sizing errors.
Refund Processing
- Approved refunds are issued to the original payment method.
- Processing typically takes 5–7 business days.
- You’ll receive an email confirmation when processed.
- Card issuers may take an additional 2–5 business days to post funds.
Exceptions & Special Circumstances
We know unique situations arise. Our team reviews each case individually to balance customer satisfaction with the custom nature of our products. Special consideration may apply for extenuating circumstances.
Restocking Fees
Because custom items are made specifically for you:
- Returns aren’t accepted for correctly fabricated custom items.
- No restocking fees (returns generally not accepted).
- Any exception is at the sole discretion of Yana Glass management.
How to Contact Us
Email: returns@yanaglass.com
Phone: +1-877 676 9262
Hours: Mon–Fri, 9:00 AM–5:00 PM EST
Please have your order number ready.
Required Information for Claims
- Order number
- Brief description of the issue
- Clear photos (product + packaging if damaged)
- Your contact information
- Preferred resolution (replace/refund)
Policy Updates
This policy may be revised periodically. Significant changes will be posted on this page.
Last Updated: March 2025