Refund policy

The CANDCAU Happiness Guarantee & Refund Policy

We want you to love your new glassware! Because we sell fragile items, we have a special process to ensure that if anything arrives less than perfect, we can fix it for you quickly.

Did your item arrive broken? We’ve got you covered. We package our items with extreme care, but we know that accidents can happen during shipping. If your item arrives shattered or defective, you don't need to worry. We will send you a free replacement or a full refund—whichever you prefer!

How to Claim Your Free Replacement (The 3-Day Rule) To make sure we can help you, we just need you to follow these simple steps:

  1. Inspect Quickly: Please check your items as soon as they arrive.

  2. Let Us Know Within 3 Days: Because glass is fragile, we need to be notified within 72 hours (3 days) of delivery if something is broken. This helps us file a claim with our shipping carrier.

    • Please note: We cannot offer refunds or replacements for breakage reported after 3 days.

  3. Snap a Picture & Video: Send an email to candcau4@gmail.com with your order number, a clear photo, and a short video showing the damage.

Our Quality Verification Process We take quality seriously. Once you send your evidence, we will review it immediately.

  • Video Call: In some cases, to ensure we understand exactly what went wrong and to improve our future packaging, we may ask for a quick video call with you to inspect the item. This helps us ensure it doesn't happen to anyone else!

  • No Return Needed: For broken items, please do not send the broken glass back. It’s dangerous! Once verified, we’ll simply send your new item or refund.

Change of Mind & Returns To keep our prices affordable and offer free/low-cost shipping, we generally do not accept returns for "change of mind" or if you simply decide the style isn't for you.

  • Please review the photos and measurements on our website carefully before buying.

  • If you have any questions about a product before you buy, email us! We are happy to send more details so you can be sure it's the right choice.

Cancellations Changed your mind right after clicking buy? No problem! You can cancel your order within 1 hour of placement. After that, our team has likely already started packing your order, and it cannot be cancelled.

Contact Us Always feel free to reach out to candcau4@gmail.com with any questions. We are here to help!