Refund & Breakage Policy
Hand-blown glass is fragile by nature — protecting your order is part of our job. This policy explains exactly what is covered and how claims work, so you can order with confidence.
1. Transit Breakage — Covered, Always
- Every shipment leaves our workshop in export-grade packaging (individual wrapping, honeycomb dividers, reinforced double-wall cartons).
- If any pieces arrive broken, they are replaced or credited — no negotiation needed.
- First order? You may choose a replacement shipment of the broken pieces, a credit, or a refund for the broken quantity — your choice.
- Repeat orders: broken pieces are replaced in your next shipment or credited to your account.
2. How to File a Claim
- Report within 7 days of delivery via WhatsApp +20 115 174 5462 or grandbazaaregypt@gmail.com.
- Include photos (or a short video) of the broken pieces and the carton, plus your order number.
- We confirm the resolution within 2 business days.
3. Sample Orders
Sample purchases are non-refundable once shipped, but the shipping cost is credited in full to your first bulk order — and samples that arrive broken are covered under Section 1.
4. Made-to-Order Production
- Cancellation before production starts: full refund of your deposit.
- Cancellation after production starts: the deposit covers materials and labour already committed and is non-refundable.
- We send pre-shipment photos of your actual order before dispatch; on wire-transfer orders, the balance is only due after you approve them.
5. Handmade Variations
Small variations in colour, thickness and form are the signature of genuine mouth-blown glass — they are not defects and are not eligible for claims. Manufacturing faults (cracks, failed joints, unstable bases) are always covered.
6. Chargebacks & Disputes
Please contact us first — nearly every issue is resolved within days under this policy. Disputes are governed by our Terms of Service.