All custom-made products are final sale and cannot be returned. This is due to the customized nature of glass and mirror products. However, you may still file a return claim if a custom-made product arrives with damage. Please read the following terms thoroughly for your return claim.
- Damaged orders must be documented and reported within one (1) business day of the delivery date. Any damaged custom orders reported after one (1) business day beyond the delivery date cannot be returned.
- Damaged custom items must be in the original packaging.
- Restocking fees will not apply.
- Local customers may return damaged custom-products directly at our Virginia offices at no charge.
- Your custom order cannot be cancelled after it has been submitted.
- If your custom order arrived in good condition, then your product cannot be returned.
- We may request that a photo of the damaged custom product be sent to us before we can issue a refund or exchange.
All of Dulles Glass & Mirror's in-stock (readymade) glass and mirror products have a fourteen (14) day return policy on purchases -- where we will refund your order total. Products must be returned to us under these conditions:
- Returned items must be in the original packaging and in new, resalable condition.
- Items should be free from scratches and defects.
- Merchandise has not been installed.
- There is no external writing or foreign labels on the merchandise packaging.
- Restocking fees will not apply; however any return delivery fees are to be paid by the customer.
- Local customers looking to avoid return delivery fees may return in-stock products directly at our Virginia offices at no charge.
- You cannot cancel your in-stock order after it has shipped. Orders attempted to be canceled after shipment will fall under our standard return policy, as stated here.
- Returns should be made with a traceable source like FedEx.
What To Do If You Get the Wrong Product
In the event you believe you have received the wrong product, please verify the item number on the item(s) you've received compared to your order confirmation and/or invoice. If it does not match, we recommend you REFUSE the delivery and contact us immediately. You must return the product in its original packaging and you will be reimbursed for returned freight charges if the wrong product was shipped.
Please note: Refunds will not exceed the overall value of the product under any circumstances, including installation time, damage, or additional costs incurred. Refunds will be issued in the same method of payment as the original payment; i.e. if a purchase was made with a credit card, a refund will be issued to the original account.
If your order was delivered by freight and you would like us to arrange for a pickup of the merchandise you would like to return, please contact Customer Service at 1-866-452-7707, Monday through Friday from 8am to 5pm ET, and or 9am to 2:30pm on Saturdays. Return delivery fees may apply.