Refund policy

PRODUCTS AND ARTWORK

Returns and Refunds

We want you to be happy with your artwork. But if for any reason you aren’t, you can return it within 30 days of delivery, undamaged, for a refund (minus any shipping costs). 

To be eligible for a return and refund:

Customers must provide clear photographs of the item on arrival, showing it is undamaged, before requesting a return. These images must be submitted prior to returning the item.

Returns will not be accepted without photographic evidence of the item’s condition on arrival.

This helps us fairly assess claims and protect against damage occurring after delivery.

To start a return, you can contact us at suzanne@raffellini.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.

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.

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.

Please note that commissioned pieces cannot be refunded or exchanged.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Postage and Packing of Returns

Artwork must be sent back in its original packaging or packaged securely and is your responsibility until it arrives. You’ll also need the receipt or proof of purchase. 

Any item damaged during the return journey will not be refunded if:

  • It has not been adequately packaged, or

  • Original or equivalent protective packaging has not been used.

We strongly recommend using a tracked and insured delivery service for all returns

Return Packaging Requirements:

All returned items must be:

Repacked in the same way they were packed on dispatch
Returned using all original protective materials, including:
Internal wrapping
Padding or cushioning
Protective cornering or boxing
Secured in a strong outer box, suitable for fragile items

If original packaging is unavailable, you must use equivalent protective materials to ensure the item is fully protected during transit.

PACKING INSTRUCTIONS

How to Pack Your Return Safely

  1. To protect fragile and handmade items during return transit:

  2. Wrap the item securely using the same protective materials provided on dispatch

  3. Ensure there is no movement inside the box

  4. Use sufficient cushioning (bubble wrap, paper padding, foam)

  5. Place the wrapped item inside a rigid outer box

  6. Seal all edges securely with strong tape

  7. Mark the parcel as FRAGILE

Items damaged due to insufficient packaging cannot be refunded.

Unsuitable Returns

Refunds will not be issued if:

  • The item arrives back damaged due to poor or inadequate packaging

  • The item shows signs of use or handling beyond reasonable inspection

  • Required arrival-condition photographs were not provided

WORKSHOP AND CLASS CANCELLATION POLICY

We aim to provide a fantastic learning experience in all our glass art Workshops, Courses and Classes and want you to be happy with the service that we give; but we also know that sometimes life has a way of thwarting our plans. If you have booked and wish to cancel or reschedule any refund request will be taken on a case by case basis.

The earlier you request a refund/reschedule, the better as it gives us time to try and fill your space; where possible you will be offered an alternative date for your course.

Attendance

You commit to attending on the date(s) booked. If you fail to attend a workshop or class without prior notice, no refund or transfer will be available.

Workshops and Term Time Classes

Places must be booked via the website and are confirmed once full payment is received. You must provide accurate contact details when booking.

We may cancel or reschedule a Course due to low enrollment, instructor illness, venue issues, or circumstances beyond our control (e.g., extreme weather). In such cases you will be offered a full refund or alternative dates where available.

CANCELLING BY YOU

30 days or more before the start date: You may request a refund subject to a cancellation fee (20% of booking value) to cover admin costs

14 -60 days before the start date: You may request a refund subject to a cancellation fee (50% of booking value) to cover admin costs

Less than 14 days before the start date: No refund is available

RESCHEDULING

Where possible, we will try to reschedule your booking to another date if you request this with notice. The ability to reschedule is at our discretion and may be subject to availability.

TRANSFERS & SUBSTITUTES

You may not transfer your place to another Course date unless agreed with us in writing.

Some Courses may allow a substitute attendee, provided we are informed and accept the substitute in advance.

Summer Schools

These Terms & Conditions apply to all bookings for Summer Schools. By booking a place, you confirm that you have read, understood, and agree to the following.

BOOKINGS & PAYMENT

All Summer School places must be paid in full at the time of booking unless otherwise stated.

Your place is not confirmed until payment has been received.

Places are limited and allocated on a first-come, first-served basis.

Bookings are non-provisional and cannot be held without payment.

Payment Plans

  • PayPal payment plans are available on eligible Classes, Workshops and Summer Schools.

  • Where offered, payment plans allow the total cost to be paid in three installments via PayPal.

  • Instalments are processed automatically by PayPal in line with their terms and conditions.

Important Notes on Payment Plans

  • Booking terms, cancellation policies, and refund rules apply from the date of booking, not from the final installment date.

  • Missed, failed or late instalment payments are managed by PayPal directly and may result in:

    • Loss of access to the course

    • Cancellation of your booking

  • Refunds (where applicable) will be processed in line with the relevant course cancellation policy and PayPal’s refund process.

CANCELLATION BY YOU (BEFORE THE COURSE STARTS)

If you need to cancel your place, you must notify us in writing by email.

The following cancellation terms apply:

60 days or more before the start date: You may request a refund subject to a cancellation fee (20% of booking value) to cover admin costs

30-60 days before the start date: You may request a refund subject to a cancellation fee (50% of booking value) to cover admin costs

Less than 30 days before the start date: No refund is available

NON-ATTENDANCE BEFORE THE COURSE BEGINS

Failure to attend the Summer School without prior written cancellation is treated as a late cancellation.

In cases of non-attendance:

  • No refund

  • No transfer to another course

  • No credit will be issued

This applies regardless of reason, including illness, travel disruption, work commitments, or personal circumstances.

ATTENDANCE EXPECTATIONS

Summer Schools are immersive, structured courses designed to build skills progressively.

By booking, you commit to attending the course in full and arriving on time each day.

Disruptive behaviour, unsafe working practices, or conduct that impacts others may result in removal from the course without refund.

MISSED SESSIONS DURING THE SUMMER SCHOOL

If you miss one or more sessions during the course due to illness, personal reasons, or other commitments:

  • No refund will be given for missed sessions

  • Missed sessions can be made up during the same term by attending another session. They cannot be rescheduled for another term or replaced.

  • Teaching time, materials, and demonstrations cannot be repeated on an individual basis

Course fees cover the full programme, not individual sessions.

WITHDRAWAL DURING THE COURSE

If you choose to withdraw part-way through the Summer School:

  • No refund or partial refund will be issued

  • No credit or transfer to another course will be offered

Withdrawal includes leaving early or missing the remainder of the course for any reason.

TRANSFERS & SUBSTITUTIONS

Transfers to another Summer School date are not guaranteed and are at our discretion.

Substituting another attendee is not permitted unless agreed in advance and subject to suitability for the course.