OurGlass policy
Refund & Cancellation Policy
We want every order and Featured Curator Campaign payment to be clear and fair. This page explains when refunds are available, how long they take, and how to contact us if there's a dispute.
Eligibility
- Duplicate charges or billing errors are eligible for full refund review.
- Cancelled orders may qualify if fulfillment has not started.
- Damaged or materially misdescribed delivered items are eligible after verification.
- Featured Curator Campaign Fees may be refunded if the placement was never activated.
Timelines & processing
- Submit requests within 7 days of charge or delivery unless law requires longer.
- We acknowledge requests within 1 business day.
- Most decisions are made within 3 business days after receiving required details.
- Approved refunds usually post in 5–10 business days, based on your bank.
Non-refundable scenarios
- Completed Featured Curator Campaign packages that have already delivered promotional value.
- Items accurately described and delivered without verified damage.
- Requests submitted after policy timelines without legal exception.
- Losses from unauthorized account sharing or credential misuse.
How to request a refund or cancellation
- Email support@ourglass.io with your order, listing, or transaction reference.
- Include the reason, timeline, and any supporting photos or screenshots.
- If your request is urgent, call 585-322-5825 and reference your email subject.
Disputes and escalation
If you disagree with a decision, reply to the original case email and request escalation. A senior reviewer will re-open the case and provide a final written outcome.