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Return Policy Highlights
Effective Date: November 24, 2008
At Dulles Glass, we are dedicated to ensuring your experience with our glass and mirror products exceeds expectations. Our commitment is backed by a straightforward and customer-friendly return policy. Here's what you need to know:
Our Guarantee to You:
We stand behind the quality of our products and strive to make every purchase a positive experience. If your purchase doesn’t meet your expectations, we're here to make it right—whether that means a replacement, exchange, or refund. Your satisfaction is our top priority, and we’re here to support you every step of the way.
Return Policy Overview
For Custom Products
Custom-made products are considered final sales and cannot be returned or exchanged. We use specially designed packaging to ensure custom glass orders arrive in pristine condition. In the rare event of the glass being damaged in transit, please report the damage and provide a photo of the glass and packaging within one (1) business day of the delivery date for us to expedite a replacement.
For Pre-Made Products
Pre-made or in-stock products can be returned within thirty (30) days of delivery, provided that they meet the following conditions:
- Returned items must be in their original packaging.
- Products should be in new, resalable condition, and free from scratches, defects, or signs of installation.
- The merchandise packaging must not have any external writing or foreign labels.
Restocking fees do not apply, but customers are responsible for return delivery fees. To initiate a return, click here to file a return claim.
How to Return or Exchange Your Item
Dulles Glass pre-made items can be returned through the Dulles Glass website or at the Virginia headquarters. Please fill out the contact form below to initiate a return or exchange.
Return Policy FAQs
Once a custom order has been submitted, it cannot be canceled unless it arrives damaged. If your custom order arrives in good condition and is not damaged, it cannot be returned. To process a refund or exchange, we may request a photo of the damaged custom product. Click here to request a refund or exchange.
In-stock orders can't be canceled after shipment. Attempts to cancel fall under our standard return policy.
Unfortunately, we are unable to offer a return service for oversized items. Refusal of delivery of an oversized item will incur a $350 freight charge to cover the delivery and return freight cost.
If you need to arrange a pickup of the merchandise you wish to return, please contact our Customer Service team at 1-866-452-7707 during business hours. Return delivery fees may apply.
If you have received the wrong product, compare the item number on the received item(s with your order confirmation and/or invoice. If they don't match, we recommend refusing the delivery and contacting us immediately. The product must be returned in its original packaging, and you will be reimbursed for returned freight charges if the wrong product was shipped. Click here to file a return claim.
Refunds will not exceed the overall value of the product under any circumstances, including installation time, damage, or additional costs incurred. Refunds will be issued using the same method of payment as the original purchase. For example, if the purchase was made with a credit card, the refund will be issued to the original account.
At Dulles Glass, we prioritize your satisfaction throughout every step of your journey with us. If you have any questions or concerns, feel free to contact our dedicated Customer Service team. Your experience matters to us, and we're here to ensure it's nothing short of exceptional.
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