General Returns

We have a 60-day return policy, which means you have 60 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customerservice@neroglass.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You may contact us for any return question at customerservice@neroglass.com

Damages and issues

Did your item arrive damaged, different, or not working? If so you are protected and can make a claim, the procedure is outlined below.

1. If the merchandise is damaged, different, not working or other problem 
2. Within 60 days of receiving the product contact us with a photo or video explaining the issue and whether you want a refund or replacement.
3. We will review the claim and contact you if we need more information.
4. If approved, we will refund or resend the item.
5. All items must be returned in its original, factory condition, (unaltered, unworn, undamaged, and with tags attached with the original packaging) as we do not sell refurbished or previously owned products. Please make sure the product is INTACT.
6. If the product arrive damaged, different, or not working, Nero Glass will offer the return shipping fee. If the customer needs to return the product with personal issues, the customer need to offer the return shipping fee.

Please contact our Customer service at customerservice@neroglass.com  before returning the products.

Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items).  Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.