Return & Refund Policy

At Sand Sculptor, we craft objects of enduring beauty, and we want you to feel complete confidence in your purchase. Our policy is designed to be as clear and straightforward as the glass surrounding our sand, ensuring that if a piece doesn't perfectly fit your space or expectation, the resolution process is seamless.

Our Time Frame for Reflection (Returns)

We offer you a generous 30-day period of reflection from the date your hourglass is delivered. If your chosen piece of art doesn't meet your vision, you have 30 days to initiate a return or exchange.

Conditions for Acceptance:

  • Impeccable Condition: The item must be returned to us in the exact condition it was received unused, undamaged, and in its original packaging. Since our hourglasses are unique sculptures, any sign of wear or damage to the marble, glass, or frame will affect the refund amount.
  • Original Packaging: Please use the careful, specialized packaging we provided to ensure the delicate glass and marble arrive safely back at our studio.
  • US Orders Only: Consistent with our shipping policy, returns and exchanges are only accepted for orders delivered within the United States.

We kindly ask you to contact our support team at support@sandsculptor.store to receive a Return Authorization Number (RAN) and detailed instructions before shipping any item back.

Changing Your Mind (The 24-Hour Grace Period)

We understand that sometimes, the moment after a decision, a slight adjustment is needed. Therefore, we offer a 24-hour grace period immediately following your order placement for any modifications or cancellations.

  • If you contact us within 24 hours of placing your order, we can usually accommodate changes or issue a full cancellation and refund before the processing phase begins.
  • After the 24-hour mark, your hourglass will have entered our meticulous preparation phase (final inspection, secure packaging, and fulfillment setup). At this stage, we regret that we cannot accept cancellations or modifications. You will need to wait until the product arrives to initiate a standard return.

Refunds: The Flow Back to You

Once your returned item is received and inspected by our team to confirm it meets the "impeccable condition" criteria, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (PayPal) within a certain number of business days.
  • Original shipping costs are non-refundable, and the customer is responsible for the return shipping costs unless the return is due to a defect or error on our part.

Damaged or Defective Items (Our Responsibility)

If your hourglass arrives compromised as the result of a bump in the journey rather than a flow of sand, please contact us immediately (within 48 hours of delivery) with photos of the damage and the packaging. We will prioritize sending you a perfect replacement or issuing a full refund, ensuring your confidence in Sand Sculptor is fully restored.

Need to Initiate a Return or Have Questions?

Our customer support team is here to manage your returns and answer your queries with thoughtfulness and clarity.

  • Contact Our Support Team: support@sandsculptor.store
  • Helpful Hint: Please include your order number and a brief description of the issue in your email. We promise to address your request with the utmost care.

Thank you for allowing Sand Sculptor to be a part of your space. We value your trust in our commitment to quality and service.