Refund & Return Policy

Each FOSSILGLOW object is hand-cast in small batches from UHPC concrete, finished with freshwater pearl or hand-poured resin, and inspected before it leaves our our studio. Because no two pieces are identical, what you receive is, in a literal sense, the only one of its kind. The policy below is written to be fair to you and to the work.

Return Window

You may request a return within 14 calendar days of the date you received your order, in line with standard consumer protection practice.

During the November to January holiday season, we extend this window to 30 calendar days for all orders placed between 1 November and 24 December, so gifts and seasonal purchases can be returned at a comfortable pace.

Eligibility for Return

To be eligible, the item must meet all of the following:

  • Unused, in the same condition you received it
  • In its original packaging, with all inserts, cards, and protective wraps intact
  • Accompanied by the original receipt, order confirmation, or proof of purchase
  • Returned to us within the return window stated above

We reserve the right to refuse a return if the piece shows signs of use, mounting, outdoor exposure, or damage caused after delivery.

Final Sale Items

The following are final sale and cannot be returned or exchanged, except where the item arrives damaged or defective (see below):

  • Custom and made-to-order pieces, including any item produced in a colour, size, or inlay configuration not listed on our site
  • Limited editions and numbered pieces from our seasonal collections
  • Items marked "Final Sale" or "Archive" on the product page at the time of purchase
  • Gift cards and store credit balances

This policy exists because once a custom or limited piece is cast, it cannot be resold. We are happy to clarify whether an item is final sale before you order; just email us.

The Nature of Hand-Made Work

UHPC is a mineral material. Each cast develops its own surface character through curing, polishing, and finishing. Subtle variations in tone, micro-bubble pattern, surface porosity, and pearl placement are part of the material, not a defect. A piece that differs slightly from the product photography in these respects is not grounds for return on the basis of "not as described."

If you are uncertain about a particular piece, we can send additional photographs or short video before you order. Just ask.

Return Process

Our return process is five steps:

  1. Email us at contact@fossilglowobjects.com with your order number and the reason for the return. Please include photographs if the item is damaged or defective.
  2. Receive your RMA number. We will reply within 48 business hours with a Return Merchandise Authorisation number, return instructions, and the return shipping address.
  3. Pack the item securely. We strongly recommend reusing the original FOSSILGLOW packaging. If it is no longer available, use a double-walled box, cushioning on all sides, and protect any pearl or resin inlay with soft cloth.
  4. Ship the parcel with tracking and insurance. We are not responsible for returns lost in transit without tracking.
  5. Refund processed after inspection. Once we receive and inspect the item, we will notify you of the approval or rejection of your refund.

Return Address

RM 1205, 12/F, Tai Sang Bank Building,
130-132 Des Voeux Road Central,
Hong Kong

The full address, including any local reference details, will be included in your RMA email.

Return Shipping Cost

  • Damaged, defective, or incorrect items: We cover return shipping in full. We will arrange the courier or refund your reasonable return shipping cost on receipt of a receipt.
  • Buyer's change of mind: Return shipping is at the customer's expense. We can arrange a courier for you at a preferential rate, or you may use your own carrier.
  • Gift returns: If the item was marked as a gift at purchase and shipped directly to you, the original purchaser will be refunded. Please contact us to coordinate.

Refund Method and Timing

Approved refunds are issued to the original payment method within 3 to 5 business days of approval. The time for the refund to appear in your account depends on your bank or card issuer; allow up to 10 business days in total for the funds to settle.

You will receive an email confirmation when the refund has been issued.

If you would prefer, we can issue the refund as store credit instead, which is processed immediately and valid for 24 months from the date of issue.

Exchanges

We are happy to exchange pieces where stock allows.

  • Same product, different colour or finish: We will exchange at our cost if the alternative variant is in stock and the original is in return-eligible condition.
  • Different product: We accept exchanges across the catalogue. Any price difference will be invoiced or refunded after the new piece is dispatched.
  • Custom exchanges are treated as a new order and are not eligible under this return policy.

Exchanges follow the same return process above. Please mark your email subject line as "Exchange Request" to speed up the response.

Damaged, Defective, or Incorrect Items on Arrival

If your order arrives damaged, defective, or is not what you ordered, we want to make it right quickly.

  1. Photograph the parcel, internal packing, and the affected piece within 24 hours of delivery.
  2. Email the photographs, your order number, and a short description to contact@fossilglowobjects.com.
  3. We will respond within 24 hours with the resolution.

Resolution options:

  • A replacement made to the same specification (no extra cost to you, including reshipping)
  • A full refund including original shipping
  • A store credit of equivalent value, plus an additional 10% as an apology, at your discretion

Please keep the original packaging until the issue is resolved. The carrier may require inspection in rare cases.

Order Cancellation

Orders that have not yet entered production can be cancelled free of charge. Please email us within 24 hours of placing the order.

Once production has begun, the order cannot be cancelled and is treated under the final sale terms above.

Items Not Eligible for Return

Beyond the final sale items listed earlier, the following are also not eligible:

  • Items returned more than 14 (or 30, during the holiday window) days after delivery
  • Items that have been used, mounted, washed, polished with chemical cleaners, or altered
  • Items returned without original packaging, inserts, or proof of purchase
  • Items damaged after delivery due to accident, misuse, or improper care
  • Items returned without prior RMA authorisation

Contact

For any return, exchange, or refund question, please email contact@fossilglowobjects.com with your order number. We respond within 24 hours on business days (Monday to Friday, Hong Kong Time).

Last updated: 2026.