Refunds and Returns Policy

1. Nature of the pieces

At Burulore, all stained‑glass artworks are unique handcrafted pieces made using the traditional Tiffany technique. Each piece is original, and there is no mass production nor identical units.

Due to their unique, artistic, and non‑standardised nature, these works are not eligible for return based on change of mind, purchase error, or personal decision once the purchase has been completed.

Custom commissions and replicas expressly requested by the customer are likewise excluded from returns, as they are created under specific personalised requirements.

Before completing the purchase, the customer has access to photographs and detailed information to assess the piece accurately.

2. Transport and responsibility

Shipments are prepared with appropriate packaging to ensure maximum protection of the piece.

All orders are shipped using a transport service selected and managed exclusively by Burulore, with tracking and insurance covering 100% of the artwork’s value. Shipping without insurance is not offered.

When transport is managed by Burulore, responsibility for the piece transfers to the customer at the moment it is physically delivered to the address provided in the order.

In the event of loss, damage during transport, or breakage prior to delivery, Burulore will handle the claim with the carrier and issue a full refund of the amount paid. Transport costs in such cases will be covered by the transport company, and Burulore will not charge any additional fees to the customer.

The customer must inspect the package upon delivery and report any visible damage within a maximum of 24–48 hours, providing photographs of both the packaging and the piece.

3. Pieces with verifiable structural defects

A return will be accepted only when there is a verifiable structural defect originating from the creation process that affects the stability or integrity of the piece and is not related to transport or improper use. Returns will NOT be accepted when such variations or imperfections were already indicated through the photographs or description of the artwork.

Given the artisanal nature of stained‑glass pieces, entirely handmade, each work may present slight variations inherent to manual craftsmanship: natural textures and nuances of the glass, variations in colour appearance depending on light, irregularities in soldering, or marks typical of hand‑crafted work. These characteristics are part of the identity and authenticity of the piece and are not considered defects.

Before completing the purchase, the customer has access to photographs and sufficient information to appreciate the aesthetic characteristics of the artwork.

Damages resulting from improper handling, incorrect installation, impacts, falls, or exposure to unsuitable conditions after delivery will not be considered defects.

Any claim regarding a structural defect must be reported within a maximum of 14 days from receipt of the stained‑glass piece.

4. Incorrect information provided

Burulore is not responsible for errors in the shipping address, email, phone number, or any other information provided by the customer at the time of purchase.

If the order cannot be delivered due to incorrect or incomplete information:

• Reshipping costs will be borne by the customer.

• If the package is returned to the sender, shipping and handling costs will be deducted from the refundable amount.

It is the customer’s responsibility to ensure all information is correct before completing the purchase.

5. Return and refund procedure

In the event of a claim regarding a structural manufacturing defect:

1. Returning the piece is an essential requirement for any refund.

2. The customer must send the stained‑glass piece using the original packaging and a tracked shipping service within a maximum of 14 days from reporting the issue.

3. The refund will be issued only once the piece has been received by Burulore and the alleged defect has been verified.

4. If the structural manufacturing defect is confirmed, Burulore will issue a full refund of the amount paid for the artwork, including shipping costs.

5. If, after inspection, no manufacturing defect is found and the damage is attributable to improper handling or other causes not related to Burulore, no refund will be issued and shipping costs will be borne by the customer.

For all claims, the customer must write to: info@burulore.com.

6. Contact

For any questions regarding the returns or refunds policy, you may contact Burulore at: info@burulore.com