Shipping & Returns Policy

Heritage Glasses – Returns & Refunds Policy

Last updated: September 2026

At Heritage Glasses, we want you to love what you’ve ordered. If something isn’t right, here’s how returns work.

  1. Your Right to Cancel (EU Customers)

If you’re a consumer based in the European Union, you have a legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason (EU Consumer Rights Directive).

  • The 14-day period starts on the day you (or someone you nominate) receives the goods.
  • To exercise this right, simply notify us before the 14 days are up — by email at [insert email] or using our online returns form at [insert link].
  • Once you’ve notified us, you then have a further 14 days to send the item back to us.
  1. Our Extended Returns Window

We also offer a standard 30-day return window from the date of delivery for most items, giving you extra time beyond the legal minimum to decide.

  1. Condition of Returned Items

To be eligible for a return, items must be:

  • Unused and in the same condition you received them
  • In their original packaging, including any protective inserts (this matters especially for glassware and whisky barrels, which are fragile and shipped with custom packaging)
  • Accompanied by proof of purchase (order number or receipt)

We reserve the right to reduce your refund if goods show signs of use beyond what’s necessary to check their nature and function.

  1. Non-Returnable Items

The following cannot be returned unless faulty or not as described:

  • Personalised or engraved products (e.g. custom-engraved whisky barrels or glassware)
  • Items marked as final sale or clearance
  • Gift cards
  1. Damaged or Faulty Items

If your order arrives damaged or faulty:

  • Contact us within 48 hours of delivery with photos of the damage and packaging
  • We’ll arrange a replacement, repair, or full refund — including return shipping costs — at no charge to you
  • This doesn’t affect your statutory rights under EU/Dutch consumer law regarding goods that don’t conform to the contract
  1. How to Start a Return
  1. Contact us at orders@thelineagegroup.eu   with your order number
  2. We’ll send you return instructions and, where applicable, a return shipping label
  3. Pack the item securely — original packaging is best, especially for glass and barrel products
  4. Send it to: Heritage Glasses

                   Luchtmansplien 10

                   2332PP

                   Leiden

                   The Netherlands

  1. Return Shipping Costs
  • Faulty or incorrect items: we cover return shipping
  • Change of mind / withdrawal returns: the customer is responsible for return shipping costs, unless otherwise stated at checkout
  1. Refunds
  • Once we receive and inspect your return, we’ll notify you of approval
  • Approved refunds are issued to your original payment method within 14 days of us receiving the goods (or proof of dispatch, whichever is earlier)
  • Original delivery charges are refunded only if the item was faulty, incorrect, or you cancelled the entire order under your withdrawal right
  1. Exchanges

We don’t offer direct exchanges. If you’d like a different item, please return your original order for a refund and place a new order.

  1. International Orders (Non-EU)

For orders shipped outside the EU, the 14-day statutory withdrawal right may not apply, but our standard 30-day return window (Section 2) still does. Customers are responsible for return shipping and any customs charges unless the item is faulty.

  1. Questions?

Reach out to our team at orders@thelineagegroup.eu  — we’re happy to help.