Returns & Refunds
Cancellations & Refunds.
Last updated 13 October 2026.
The short version
Cancel for any reason within 72 hours of placing your commission and we refund you in full, no questions asked. After that, each unit is built to your order and the commission is final, with two exceptions: a shipping delay you choose not to accept, and a unit that arrives damaged or defective.
Within 72 hours
Use the contact form, choose Order, and tell us you are canceling. Nothing else is required. We confirm in writing and initiate the refund within 5 business days. Because you pay by ACH bank debit, the timing depends on the banks: your debit takes up to 4 business days to clear and we cannot send money back before it has, and once we initiate the refund your bank can take several more business days to post it. Expect the full amount back within about two weeks of your request, often sooner.
After 72 hours
Once the 72 hours have passed the commission is final. Your unit number is reserved, materials are committed, and the build is scheduled; on brushed units the collar carries your engraving. For these reasons we do not offer refunds, returns, or exchanges after the cancellation window, apart from the two exceptions below.
If we run late
If we cannot ship within the lead time quoted when you commissioned, we will tell you promptly and give you a revised expected date. If the revised date is within 30 days of the original, the build continues unless you tell us to cancel, which you may do at any time before it ships, for a full refund. If the revised date is later than that, we continue only with your express consent; if we do not hear from you within 14 days of our notice, we cancel and refund you in full. Refunds for a delay follow the same timing: initiated within 5 business days, with bank processing on top.
Glass vessels
Glass is glass. Vessels are covered against defects for 30 days from delivery. After that, replacement vessels are available at cost for as long as we can source them. Breakage from dropping, thermal shock, freezing, or heat above 90 degrees Fahrenheit is not covered.
Wear parts
Seals, lubricant, springs, check valve balls, and dip tubes are stocked and supplied as needed. The machined metal parts are not offered as replacements.
What is not covered
Damage from solutions our compatibility guidance identifies as not compatible, from freezing or excessive heat, from disassembly beyond the documented service steps, or from ordinary cosmetic wear such as patina and handling marks on a brushed finish.
How to make a claim
Use the contact form, choose Support, and include your unit number and photographs. Claims are answered within two business days, usually one.
Your statutory rights
Nothing in this policy limits any right you have under applicable law that cannot be limited by agreement.
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