Returns and refunds

WE ONLY HAVE WHAT WE GIVE

At Hoss Glass, we value our customers and strive to provide exceptional service. Below is an outline of our approach to handling product concerns and returns:

The Returns Process

  1. Any missing or damaged glass products must be reported within 48 hours of receipt.
  2. Send us an email at support@acmglass.com. The email must contain:
    • The Invoice number
    • Reason for return
    • Proofs to support your claim. It can be images or videos
  3. Our team will verify the case thoroughly and give decision on the claim in 2-3 business days.

How We Handle Issues

  • Case-by-Case Screening: Each situation is assessed individually to ensure a fair and accurate resolution.
  • Photo Verification: Customers are asked to provide a photo of the product to help determine the issue:
    • Factory Defects: If the issue is confirmed as a manufacturing defect, we work to resolve it promptly.
    • User Error: We offer store credits that can be used on the site for cases involving user error.

Broken, Missing, or Incorrect Items

  • If an item is received broken, has missing parts, or is incorrect, we:
    1. Request a photo to identify the problem and determine where the issue occurred in the supply chain.
    2. Replace the item as needed, especially in cases of fulfillment mistakes.
  • Returns for Small Items: For smaller, low-value items like downstems or bowls, we typically do not require the item to be returned.

Our Commitment

At ACM Glass, we are dedicated to upholding a high standard of customer service to meet their expectations.

Special Cases
Unusual Returns: In the case of unusual return requests, ACM Glass reserves the right to conduct a secondary investigation before making a final decision.

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