Returns & Repairs Policies

Covid-19 Exchange Update

We regret that we are not able to exchange products at this time. We understand that this is an inconvenience and as such will be extending our normal timeframe for exchanging items. We will honor exchanges for any products that were purchased from February 14^th, 2020 onward. If you have inquiries about exchanging your item, please email us at [email protected] Our customer service representative will return your communication before the end of the next business day. Please note that our hours for customer service are Monday to Friday from 9:00am-5:00pm (AST).

Exchanges & Returns
Think you’d rather have a whiskey tumbler than a wine glass? Not a problem. We’re happy to exchange the product you bought or received for a different shape or pattern. We will do this at no charge, other than the cost of shipping. In general, items should be returned unused within 30 days of delivery. Please call us at 1.888.977.2797 or send an email to [email protected] for assistance.

Refunds
We do not offer refunds, however we do offer a credit towards another purchase, the item(s) being returned should be unused and returned within 30 days of delivery. Please call us at 1.888.977.2797 or send an email to [email protected] for assistance.

Damage
If an item you received is damaged, defective or not what you ordered, call us at 1.888.977.2797, or send an email to [email protected]. We’ll take care of exchanging it as quickly as possible. Shipping charges may apply.

Covid-19 Repair Update

We are happy to confirm that we will continue to accept requests for repair. Our current timeline for completing repairs has been extended to three weeks from the receipt of your item. As our showroom is currently closed until further notice, we are not able to accept item drop offs at our George St. showroom location. If you would like to inquire on our repair services please contact us by emailing us a photo of your item needing repair to [email protected]. Our customer service representatives will return your communication before the end of the next business day. Please note that new hours of operations are Monday to Friday from 9:00am-5:00pm (AST).

Repairs

If your NovaScotian Crystal product becomes chipped or scratched, we’re more than happy to assess it for repair.

If your item was purchased within the last 12 months, please review our Crystal Clear Guarantee policy.

After the Crystal Clear Guarantee has been claimed or expired, and you get a chip in your glass, please feel free to contact us. We are able to repair small chips that are less than 10 mm on our own crystal. We are not able to repair items that are cracked, as the crystal has been compromised and will not make it through the repair process.

Items will be subject to assessment by our craftsmen and repair team to determine if we are able to repair them. All repairs made after the expiration of the Crystal Clear Guarantee will be subject to a fee, dependent on the assessment by our craftsmen and repair team, We will contact you with the assessed repair fee before proceeding with the repair. Repairs can take up to 12 business days to be completed.

When we repair chips in our items, we will grind the chip out of the item. This will mean the item will be shorter. Please note that our repair team will do everything possible to make your item look like new, but your item will differ from its original state.

If you are local, please bring your piece into our showroom for an initial assessment by one of our Showroom Representatives. If you are not local and would like to inquire about a repair, please send a photo of the piece you want to have repaired to [email protected]. When the photo is received, we will conduct an initial assessment of your piece for repair.

Please note that items being shipped to us for repair will be shipped at your own risk, as the item has been compromised due to the damage. Charges will include repair fees and shipping charges for the product being returned for repair.

We are not able to repair items of crystal that were not made by NovaScotian Crystal.

We understand that life can be unpredictable. If you have an issue that requires special consideration, please give us a call at 1.888.977.2797.