Return and Exchange Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return, exchange, or store credit.

First Step: Product Support & Troubleshooting

Before requesting a return or exchange, we require customers to contact our support team for troubleshooting assistance. As a dry mix glaze product, many issues can be resolved through proper application techniques and guidance. Our experienced team can often help solve your problem with a quick support call, saving you time and ensuring you get the best results from your purchase.

Please contact us first at hellofiveglaze@gmail.com to schedule a troubleshooting session before requesting any returns or exchanges.

Return Options

After troubleshooting, if your issue cannot be resolved, we offer the following options:

• Store Credit - Full value credit toward future purchases
• Exchange - Direct product exchange for different colors/types
• Refund - Available in select cases (subject to approval)

Important: We do not require items to be shipped back to us. Most returns are processed based on photos and our troubleshooting session.

Eligibility Requirements

To be eligible for a return, exchange, or store credit:

• You must contact us within 30 days of receiving your order
• Complete our troubleshooting process first
• Provide photos of the product and results if requested
• Have your receipt or proof of purchase
• Items must be unused beyond initial testing/application

How to Start the Process

1. Contact us at hellofiveglaze@gmail.com
2. Schedule a troubleshooting call with our support team
3. If the issue cannot be resolved, we'll discuss return/exchange options
4. Provide photos if requested for evaluation

Note: Returns initiated without first contacting our support team will not be accepted.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and make it right promptly.

Non-Returnable Items

The following items cannot be returned:

• Products that have been fully used (beyond initial testing)
• Items purchased more than 30 days ago
• Sale items and clearance products
• Gift cards

Exchanges

We offer direct exchanges for different colors, types, or sizes of our dry mix glaze products. After completing the troubleshooting process, our team will coordinate the exchange directly with you.

Refunds

Refunds are available in select cases and subject to approval after our troubleshooting process. If approved, you'll be refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process the refund.

Contact Us

For all return, exchange, or product support questions: hellofiveglaze@gmail.com

We're here to help you achieve the best results with your dry mix glaze project!