At FirePetal, each piece is individually handmade with care and artistry in our London studio. Because of the unique, fragile, and custom nature of lampwork glass, we maintain the following refund and return policy:

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General Policy

1. All sales are final.
As each item is handcrafted, we do not offer refunds or returns once an order has been placed.

2. Processing time: Each custom order requires 7–30 days for production.

3. Handmade variations: Small differences in colour, size, or details are part of the creative process and are not considered defects.

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Refund Exceptions

1. Within 14 days of purchase: If you request a cancellation within the first 14 days and we have already begun significant work, we may refund 50% of the order value.

2. After 14 days: No refunds are available as the creation will already be in advanced stages or completed.

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Damages in Transit

1. We professionally package every order to ensure safe delivery.

2. Because glass is fragile, you must record a full unboxing video from the moment the parcel is opened. This video is required for any damage claim.

3. If the item arrives damaged:

3.1 Please contact us within 48 hours of delivery.

3.2 Return the damaged item to us (buyer covers return shipping).

3.3 We will repair or remake the piece and send it back to you.

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No Refunds for the Following

1. Change of mind or personal preference.

2. Minor colour/shape variations inherent to handmade glass.

3. Custom orders after 14 days of purchase.

4. Workshop bookings (can be rescheduled, but not refunded).

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Contact Us

For any questions about this policy or to report a damaged order, please contact us at hello@firepetal.co.uk