Returns & Refunds

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. Email us at support@hossglass.com with the following information:

   1. Invoice number

   2. Reason for your claim

   3. Supporting photos or videos, where applicable

3. Our team will thoroughly review your claim and provide a decision within 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

• • Damaged or Missing Items: Items that arrive broken or damaged, missing items, and missing parts must be reported within 48 hours of receipt. We will review the supporting information to verify the claim and determine the cause of the issue. Approved claims reported within this timeframe will be resolved through a refund or site credit only. Replacement items will not be provided for these claims.

  • Incorrect Items: If you receive an incorrect item, please email our team with your invoice number and a photo of the item received so we can review the issue and confirm the appropriate resolution.

  • Colour Variations: Colours are not guaranteed. If you receive a colour different from the one requested or expected, no replacement or site credit will be provided for the colour difference.

  • Returns for Small Items: For smaller, low-value items such as downstems or bowls, we typically do not require the item to be returned.

Our Commitment

We understand that Hoss customers are loyal fans of the brand. As such, 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, Hoss Glass reserves the right to conduct a secondary investigation before making a final decision.