Terms of Service

1 Acceptance of These Terms

Welcome to LuzyGlassArt. By browsing our site, placing an order, or commissioning a custom piece, you agree to these Terms of Service. If you do not agree, please do not use our store. These terms apply to purchases made through our website and our official Etsy shop.

2 Handmade Products & Natural Variation

Every piece is individually hand-cut, copper-foiled, and soldered in our Hanoi studio using genuine cathedral glass. Because each artwork is made by hand, slight variations in glass texture, color tone, solder-line width, and patina are natural characteristics — not defects. We photograph our work as accurately as possible, though screens may render colors differently.

3 Pricing & Order Acceptance

All prices are listed in U.S. dollars (USD) and may change at any time. Placing an order is an offer to buy; your order is accepted, and our contract with you is formed, when your payment is confirmed and we send you our order confirmation email. We reserve the right to refuse or limit an order before accepting it, and to cancel an accepted order with a full refund — for example, in cases of suspected fraud or a stock issue. If an item is listed at an obviously incorrect price due to a typographical or system error, we may cancel the affected order and refund you in full, even after purchase; we will always contact you first if that happens.

4 Payment

Payment is due at checkout and is handled securely by PayPal, which also accepts credit and debit cards without a PayPal account, or — for Etsy orders — by Etsy Payments. We do not store your full card details. Your order enters production once payment is confirmed.

5 Shipping & Risk of Loss

We ship worldwide from Hanoi, Vietnam with tracked international carriers, with standard transit of 5–15 business days (standard international); full details are in our Shipping Policy. Every parcel is tracked, and our transit protections — including our transit-damage care and lost-in-transit support — are described in our Shipping and Returns & Damage policies. For customers in the EU, EEA and UK, the piece remains our responsibility until it is delivered to you, or to someone you name to receive it.

6 Returns, Damage & Cancellations

We stand behind every piece. Change-of-mind returns, refund timeframes, damage claims, cancellation windows and the 14-day right of withdrawal for customers in the EU, EEA and UK are all covered in detail in our Returns & Damage Policy, which forms part of these terms. Custom commissions also follow the custom-order terms below.

7 Your Statutory Rights

Nothing in these terms takes away the rights you have by law as a consumer. Our change-of-mind returns and transit-damage care are given in addition to those rights, never instead of them.

• EU and EEA: you have a legal guarantee of conformity for at least two years from delivery. If a piece is faulty or not as described, you are entitled to have it repaired or replaced at no cost to you, or — if that is impossible or is not done within a reasonable time — to a price reduction or a full refund.
• United Kingdom: under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are not, you can reject them for a full refund within 30 days of delivery; after that you are entitled to a repair or replacement, and if that does not put things right, to a price reduction or a refund.
• United States and elsewhere: nothing in these terms limits any right you have under the consumer-protection laws of your state or country that cannot be excluded by contract.
• Vietnam: the Law on Protection of Consumer Rights (No. 19/2023/QH15) applies to your purchase, including your right to complain and to have a faulty or misdescribed piece put right.

The natural variations of handmade glass described under “Handmade Products & Natural Variation” are not faults.

8 Custom Orders: Design, Price & Payment

A custom piece is agreed with you in your conversation with the studio. You send us your idea, and we reply with a design sketch and a price quote; both are free and commit you to nothing. Up to two rounds of design revisions are included; further rounds are possible at a price we quote before making them. Once we have agreed the design and the price with you, we publish a private product page for your piece at that agreed price and send you the link. You buy it like any other piece: you pay the full price in one payment at our ordinary checkout, through PayPal, and your order is placed and accepted as set out under “Pricing & Order Acceptance” and “Payment” above. We start making your piece once your payment is confirmed, and the production time we give you counts from that point.

9 Custom Orders: Cancellation & Returns

A custom order is cancelled like any other order, as set out under “Order Cancellations” in our Returns & Damage Policy: you can cancel for a full refund until we start cutting the glass, and once cutting is underway we may only be able to offer a partial refund covering the materials and time already spent, because a piece cut to your design cannot be resold. Because a custom piece is made to your specifications, it cannot be returned for change of mind and is excluded from the EU/UK right of withdrawal. It remains fully covered by our transit-damage care, and if it arrives damaged or faulty you keep every remedy in our Returns & Damage Policy and under the law.

10 Intellectual Property

All original stained glass patterns, designs, photography, text, and site content are the property of the artist trading as LuzyGlassArt and are protected by copyright. You may not copy, reproduce, or use them commercially without our written permission. Purchasing a piece grants you ownership of that artwork, not the rights to its design.

11 Limitation of Liability

Our artwork is decorative. Beyond your statutory rights and the commitments in our policies, we do not give any additional warranty. To the extent the law allows, the artist trading as LuzyGlassArt is not liable for indirect losses that were not foreseeable when you ordered, and our total liability for any claim is limited to the amount you paid for the item. Nothing in these terms excludes or limits liability where the law does not allow it — including for death or personal injury caused by negligence, for fraud, or for your rights described under “Your Statutory Rights”.

12 Governing Law

These terms are governed by the laws of Vietnam, where our studio operates from Hanoi, Vietnam. If you are a consumer, this does not take away the protection given to you by the mandatory laws of the country where you live, and you may also bring a claim in the courts of that country.

13 Dispute Resolution

We are committed to making things right. If a concern arises, please contact us first at luzyglassart@gmail.com so we can resolve it directly — the vast majority of issues are settled quickly and amicably. Any dispute that cannot be resolved informally will be handled as set out under “Governing Law” above. Orders placed through Etsy are also covered by Etsy’s buyer-protection and case system.

14 Changes to These Terms

We may update these Terms of Service from time to time. The version in effect is the one published here, and the “last updated” date below reflects the current revision. Continued use of our store after changes means you accept the updated terms.

15 Contact

Questions about these terms? Email luzyglassart@gmail.com or call +84 98 579 6137 during Monday–Friday, 9:00 AM–5:00 PM ICT.