Return and Refund Policy

At Mulcheva, we supply exclusive glass products and custom glass solutions for B2B clients, professional buyers, interior projects, architectural applications and project-based orders.

Because many of our products are made to order, customized, project-specific or produced according to client requirements, our return and refund policy is different from standard consumer retail returns.

1. B2B and project-based orders

Mulcheva primarily supplies products to businesses, resellers, contractors, architects, interior designers, project developers, hospitality clients and other professional buyers.

Orders placed by business customers are considered B2B transactions. For B2B orders, there is no automatic right of withdrawal or cancellation after an order has been confirmed, unless otherwise agreed in writing by Mulcheva.

2. Custom-made and made-to-order products

Most Mulcheva products are custom-made, made to order, specially sourced, produced for a specific project or manufactured according to the customer’s selected specifications.

This may include, but is not limited to:

• Glassboards and glass whiteboards

• Printed glass boards

• Coloured or shaped glassboards

• Laminated glass

• Glass tabletops

• Mirrors and LED mirrors

• Glass doors

• Kitchen backsplashes

• Glass wall panels

• Balcony glazing

• Custom glass solutions

• Project-specific or specially ordered products

Custom-made, made-to-order and project-specific products cannot be returned, exchanged or refunded unless the product is defective, damaged upon delivery, or does not correspond with the confirmed order specifications.

3. Order confirmation and cancellation

Once an order, quote, invoice, purchase order or production approval has been confirmed, the order may enter sourcing, planning, production or customization.

After confirmation, cancellation is not guaranteed. If a customer requests cancellation after confirmation, Mulcheva will review the status of the order. Any costs already incurred, including production, materials, transport, administration, design, sourcing or project preparation costs, may be deducted from any possible refund.

If production or customization has already started, cancellation may no longer be possible.

4. Damaged or defective products

Customers must inspect all products immediately upon delivery or collection.

If a product arrives damaged, defective or incomplete, the customer must notify Mulcheva in writing within 48 hours after delivery.

The notification must include:

• Order number or invoice number

• Clear photos of the product

• Photos of the packaging

• Description of the issue

• Delivery date

• Any visible transport damage

If damage is reported too late or without sufficient evidence, Mulcheva may not be able to accept the claim.

5. Transport damage

For visible transport damage, the customer must report the damage immediately to the carrier upon delivery and, where possible, note the damage on the delivery document before signing.

The customer must keep all original packaging until the claim has been reviewed. Products must not be installed, used or modified before Mulcheva has assessed the claim.

6. Incorrect products or order issues

If the customer receives a product that does not match the confirmed order specifications, the customer must contact Mulcheva in writing within 48 hours after delivery.

Mulcheva will review the issue and may, depending on the situation, offer repair, replacement, partial refund, store credit or another reasonable solution.

Minor colour differences, natural material variations, production tolerances, screen colour differences and small differences between samples, images, renders or website photos are not considered defects unless explicitly agreed otherwise in writing.

7. Non-returnable products

The following products cannot be returned or refunded:

• Custom-made products

• Made-to-order products

• Products produced according to customer specifications

• Project-specific products

• Specially sourced products

• Products that have been installed

• Products that have been used

• Products that have been modified

• Products without original packaging

• Products damaged after delivery

• Products ordered incorrectly by the customer

• Products that do not fit due to incorrect measurements supplied by the customer

8. Customer measurements and specifications

The customer is responsible for providing correct measurements, specifications, drawings, installation details and project information.

Mulcheva is not responsible for errors caused by incorrect measurements, unclear instructions, incomplete project information or changes requested after order confirmation.

If a product is produced according to incorrect information supplied by the customer, the product cannot be returned or refunded.

9. Approved returns

A return is only accepted if Mulcheva has approved it in writing in advance.

Products returned without written approval may be refused. Approved returns must be unused, undamaged, complete and, where applicable, in the original packaging.

Return shipping costs are the responsibility of the customer unless Mulcheva confirms in writing that the return is due to an error by Mulcheva.

10. Refunds

If a refund is approved, it will be processed using the original payment method where possible.

Refunds may be reduced by costs already incurred, including but not limited to production costs, customization costs, transport costs, payment fees, administration costs, design costs or handling costs.

Refund processing times may vary depending on the payment provider or bank.

11. Exchanges

Exchanges are generally not possible for custom-made, made-to-order or project-specific products.

If an exchange is requested for a standard product, Mulcheva will review the request on a case-by-case basis.

12. Contact

For return, refund or damage claims, please contact Mulcheva in writing.

Email: info@mulcheva.com

Please include your order number, invoice number, photos and a clear explanation of the issue.