Glassworks | Shipping & Returns

General

This document defines the shipping and returns policy for the website glassworks.io (hereinafter: "the Website") and for the store at 41 Nachalat Binyamin Street, Tel Aviv (hereinafter: "the Store").

This policy applies to all orders/purchases made through the Website, by phone, or at the Store.

For any questions and/or clarifications regarding this policy - please contact Glassworks representatives by phone: 053-3888993.

Transaction Cancellation and Product Returns

Cancellation - General

A customer who has placed an order for product(s) may cancel the transaction, in accordance with and subject to the provisions of the Consumer Protection Law, 5741-1981 (hereinafter: "the Law") and/or Consumer Protection Regulations (Transaction Cancellation), 5771-2010 (hereinafter: "the Regulations").
A transaction may be cancelled and a product returned (except for products manufactured according to personal design/planning and/or optical products, etc. - see exclusion in the relevant section below) within 14 days from the date of receiving the product, or from the date of transaction approval by Glassworks, whichever is later, subject to the Law and Regulations and to the provisions in this policy.
A person with a disability, senior citizen, or new immigrant who entered into a transaction with Glassworks during a telephone call or face-to-face meeting may cancel the transaction within 4 months from the date of receiving the product or from the date of transaction approval (whichever is later), provided they present an official certificate/document verifying their eligibility.

How to Cancel

A customer may cancel a transaction by notice given in any of the following ways:

Email notification to: hello@glassworks.io
Verbal notification by phone call to Glassworks representatives, during business hours
Physical arrival at the Store and notification to Glassworks representatives, during business hours
WhatsApp message to: 053-3888993

Cancellation notice shall include: Customer's first and last name, ID number, and mobile phone number with which the order was placed. The customer shall present an invoice/receipt for the product purchase.

Cancellation Not Due to Defect

If Glassworks approves the customer's order cancellation, Glassworks will refund the customer the amount paid for the cancelled product, less cancellation fees of 5% of the cancelled product's price, or NIS 100, whichever is lower, subject to the Consumer Protection Law, within 14 days of receiving the cancellation request and subject to the return of the product new, intact, and in its original packaging.

Cancellation Due to Defect or Non-conformity

Glassworks makes every effort to provide its customers with quality products.
Images on the Website are for illustration purposes only. Colors, shades, transparency, gloss, and texture may appear differently on different screens and under different lighting conditions. To remove doubt - it is recommended to visit the Store to see the product before purchasing.
Some products may be handmade or made from natural materials. There may be reasonable differences in shade, material pattern, texture, or transparency, including the appearance of holes, pores, or natural marks resulting from the manufacturing process or raw materials. Such variation is not a defect.
Product dimensions are displayed according to manufacturer specifications or manual measurement. There may be reasonable measurement deviations of 1 to 2 mm in lens width, bridge, temple length, or weight. Deviations within this range do not constitute non-conformity.
If a defect or fault is found in a product purchased by the customer and/or non-conformity is found - the customer will receive a full credit, subject to the Law and Regulations. In this case, no cancellation fees will be charged.

No Refunds for Personal Services

No refunds for personal services including (but not limited to): personal styling, eye examination, contact lens fitting service. A customer who scheduled an appointment and had a time slot reserved is required to pay in full, even if they did not actually attend, due to the fact that time, resources, and professionals were allocated.

Online Order Returns (24-Hour Policy)

Any product purchased on the Website only and received by the customer may be returned, subject to:

Product not having been used at all
Being returned by the customer in completely new condition, without defects/damages
Packaged in its original packaging, with everything supplied returned
Within 24 hours from the day the customer received it

Collection of the product from the customer will be free of charge, subject to delivery areas, by an external courier company on behalf of Glassworks.

Monetary Refunds

Monetary refund will be made through the same payment method the customer used:

Credit card purchase - refund to that credit card
Bank transfer - transfer to that account
Cash - refund in cash
Check that was cashed - refund in cash or by check within 5 business days

A customer who lawfully cancelled a transaction will be entitled to a monetary refund within 14 business days from the date of receiving the cancellation notice or from the date of actual product return - whichever is later.

Products purchased using a gift voucher, coupon, or as part of a promotion (including discount promotions, sale, "1+1", etc.) - in case of return, no monetary refund will be given, but only a credit voucher for the amount actually paid.

Products That Cannot Be Returned

Optical products and/or products made/manufactured especially for the customer and/or according to special customer requirements and/or that have any personal customization, including: prescription lenses, lenses with personal customization of lens color and/or addition of unique filter, etc.
FINAL SALE products - Unique products, luxury products, limited edition products, and/or products clearly marked on the Website or in the Store as FINAL SALE or "no return option" will not be returnable, exchangeable, or cancellable for any reason, except in a case where a manufacturing defect has been proven.

Rationale: These products are sold under the FINAL SALE category due to their unique characteristics. These are unique luxury products and/or limited edition and/or collector's items. Upon completion of purchase, the product cannot be resold as new. Delivery times for such products may take up to several months.

Shipping and Self-Pickup

Glassworks offers its customers free shipping to almost all parts of the country.
During the order process, you can choose product delivery to the customer's home at an address in Israel included in the delivery area list. The customer must verify on the Website or with Store representatives the possibility of delivery to their address before making a purchase.
International shipping is available subject to payment and advance coordination - with Store representatives only, by phone: 053-3888993.
Delivery date will be determined according to the courier company's delivery schedule, and in any case within 7 business days from the order date. Exception - FINAL SALE products for which delivery times may take up to several months.
The customer is responsible for providing valid and available email address and mobile phone number.
If it is not possible to contact the customer, Glassworks may leave the purchased product at the Store until self-pickup (no later than 3 months from the order date) or cancel the purchase.

Self-Pickup

Self-pickup of products can be made from Glassworks store at 41 Nachalat Binyamin, Tel Aviv, by advance coordination with Store representatives, during business hours only.

Phone Orders

Phone purchases can be made with Glassworks representatives by phone: 053-3888993.

Business Days & Store Hours

Business days: Sunday to Thursday (not including Fridays, Saturdays, holiday eves, and holidays)

Order confirmations received after 12:00 noon will be considered as orders received on the next business day. Orders received on Friday or Saturday night will be considered as Sunday orders.

Store hours at 41 Nachalat Binyamin Street, Tel Aviv:

Sunday to Thursday: 10:00-18:00
Fridays: 10:00-14:30

Warranty

Products supplied by Glassworks will be under manufacturer warranty for one year for any manufacturing defect and/or fault.
Due to product uniqueness, Glassworks does not repair products but transfers them to the manufacturer/designer for handling and repair. Glassworks reserves the right to return from repair or ensure replacement of the defective part within 3 months from the day the product was returned from the customer.
Glassworks is not committed to keeping spare parts in stock. In case of absence of suitable parts, an order will be placed from the manufacturer/designer and delivery time may take an extended time.
Important: The customer is obligated to keep an alternative optical product in their possession for backup and emergency use. Glassworks shall not be liable for any damage, delay, or functional difficulty caused due to lack of an alternative product during the repair period.

Warranty Conditions

A customer may exercise the warranty, subject to the following conditions:

The customer documented the defect/fault immediately upon discovery and notified Glassworks with the documentation
The defect/fault is in manufacturing only and not as a result of the customer's actions
The customer presented a purchase invoice
The defective product was returned to Glassworks for examination immediately upon discovery

What is NOT Covered by Warranty

Frame/lens color change due to improper use or exposure to extreme heat or cold (e.g., immersing in sea/pool water, exposure to cleaning materials, alcohol, cosmetics, oils, etc.)
Scratches, cracks, or breaks in lenses and/or frame
Bending of eyeglass frame
Any damage caused by improper and/or negligent use
Defect in parts supplied/assembled by a third party other than Glassworks
Products on which repair was attempted not by Glassworks

In case of defect/fault covered under warranty, the product will be replaced or repaired, at Glassworks' discretion. In the absence of an identical product in stock, the customer will be given a credit voucher or alternative product of equal value, at the customer's choice.

Glassworks' liability will be limited to the product value and for the warranty period only.

Shipping, Returns & Warranty