The Mesa Glass Website Policies
For The Mesa Glass · Last updated: August 2, 2026
These policies are designed to protect both our customers and our business while ensuring a safe, transparent, and trustworthy shopping experience across our website, Instagram, Facebook, YouTube, and other sales channels.
By placing an order with us, you agree to all the policies mentioned below.
1. Privacy Policy
TheMesaGlass ("we", "us", or "our") is a luxury artisan glassware e-commerce brand operating at themesaglass.com. We are committed to protecting your personal data and processing it transparently and lawfully. This section explains what information we collect, why we collect it, and how it is used when you visit our website or make a purchase.
For questions or concerns, contact us at [email protected].
Information You Provide Directly
- Full name, email address, phone number when placing an order or creating an account
- Shipping address for order fulfilment
- Profile information (name, email, profile photo) when you sign in with Google OAuth
- Messages submitted through our contact forms
Information Collected Automatically
- IP address, browser type, operating system, and referring URLs
- Pages viewed, time spent on pages, and navigation paths (via analytics)
- Device identifiers and session tokens used to maintain your login state
Payment Information
We do not collect, store, or process payment card data. All payment transactions are handled exclusively by Razorpay, a PCI-DSS compliant payment processor. We receive only a transaction reference ID confirming payment success or failure. Razorpay's privacy practices are governed by their own Privacy Policy.
How We Use Your Information
- Order fulfilment:processing and shipping your purchases, sending order confirmations and updates
- Account management:creating and maintaining your account, enabling Google sign-in
- Customer support:responding to enquiries, handling returns and refunds
- Fraud prevention:detecting and preventing fraudulent transactions
- Legal compliance:meeting applicable tax, accounting, and regulatory obligations
- Service improvement:analysing usage patterns to improve the shopping experience
We do not sell, rent, or trade your personal information to third parties for their marketing purposes.
Cookies & Tracking
We use the following types of cookies:
- Essential cookies:required for authentication sessions and shopping cart state. Cannot be disabled without breaking core functionality.
- Analytics cookies:used to understand how visitors interact with the site (e.g., page views, session duration). Collected anonymously.
- Google reCAPTCHA:used on checkout and contact forms to detect automated abuse. Subject to Google's Privacy Policy.
You may disable non-essential cookies through your browser settings. Note that doing so may affect site functionality.
Third-Party Services
Data Retention
We retain personal data for as long as necessary to fulfil the purposes described in this policy, or as required by law. Order records are retained for 7 years for tax and accounting compliance. Account data is retained until you request deletion. Analytics data is aggregated and anonymised after 26 months.
Your Rights (GDPR, for EU/EEA Users)
If you are located in the European Union or European Economic Area, you have the right to:
- Access:request a copy of the personal data we hold about you
- Rectification:correct inaccurate or incomplete data
- Erasure:request deletion of your personal data ("right to be forgotten")
- Restriction:request that we limit processing of your data
- Portability:receive your data in a structured, machine-readable format
- Objection:object to processing based on legitimate interests
- Withdraw consent:where processing is based on consent, withdraw it at any time
To exercise any of these rights, email [email protected]. We will respond within 30 days.
California Privacy Rights (CCPA)
If you are a California resident, you have the right under the California Consumer Privacy Act (CCPA) to:
- Know what personal information is collected about you
- Know whether your personal information is sold or disclosed, and to whom
- Opt out of the sale of your personal information
- Request deletion of your personal information
- Not be discriminated against for exercising these rights
We do not sell personal information. To submit a CCPA request, contact [email protected].
Data Security
We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. These include encrypted HTTPS connections, secure database storage, and access controls. However, no method of internet transmission is 100% secure, and we cannot guarantee absolute security.
Children's Privacy
Our site is not directed at children under 16. We do not knowingly collect personal information from children. If you believe a child has provided us with personal data, please contact us and we will delete it promptly.
Changes to This Policy
We may update this policy from time to time. When we do, we will revise the "Last updated" date at the top of this page. Continued use of our website after changes constitutes acceptance of the updated policy.
Privacy Contact
2. Terms & Conditions
Welcome to The Mesa Glass.
By using our website and placing an order, you agree to the following terms:
Product Information
- Product images are for reference purposes only. Slight variations in color, texture, finish, size, or handcrafted details may occur.
- Handmade products may have natural variations and should not be treated as defects.
Pricing & Shipping
- All prices are listed in INR ().
- Free shipping is available on orders above 1,299.
- Shipping charges may apply for orders below 1,299.
- Additional charges may apply for re-delivery due to incorrect address, customer unavailability, or refused delivery.
Orders & Delivery
- Orders once dispatched cannot be cancelled.
- Delivery timelines may vary depending on courier service and location.
- Customers must provide accurate shipping details. We are not responsible for delays caused by incorrect information.
Payments
- All payments are securely processed via Razorpay.
- We reserve the right to cancel suspicious, fraudulent, or high-risk orders without prior notice.
Liability
- Product misuse, accidental damage after delivery, or improper handling is not our responsibility.
- Legal disputes shall be subject to Maharashtra, India jurisdiction only.
3. Damage & Replacement Policy
We believe in fair shopping for genuine customers.
No Return. No Refund.
We do not offer Return or Refund after product delivery.
Replacement Only for Transit Damage
Replacement is only applicable if the product is damaged during delivery transit.
Mandatory Unboxing Video Proof
To claim a replacement:
- Customer must record a full unboxing video before opening the package.
- The video must clearly show:
- Sealed package before opening
- Shipping label
- Product condition immediately after opening
- Damage claims without proper unboxing video proof will be automatically rejected.
- Claims must be submitted within 24 hours of delivery.
Damage Claim Submission
To raise a damage claim, customers must email us at [email protected] within 24 hours of delivery.
The email must include:
- Full unboxing video proof (mandatory)
- Order ID
- Customer Name
- Contact Number
- Clear images of the damaged product
- Delivery package image with shipping label visible
- Brief description of the damage
Claims without proper unboxing video proof will not be accepted.
Only Replacement will be provided; No Refund.
Replacement approval is subject to verification by our team.
What is NOT Considered Damage
- Minor scratches
- Small bubbles
- Handmade texture differences
- Slight color variation
- Natural product finish variation
These are not considered manufacturing or transit damage.
Fraud Protection
- False damage claims may result in permanent account blocking and legal action if necessary.
- Our decision regarding replacement approval shall be final.
4. Shipping & Return Policy
We offer PAN India shipping.
Shipping Policy
- Free Shipping on orders above 1,299
- Standard shipping charges of 149 apply below purchase of 1,299
- Orders are processed within 1–3 business days
- Delivery timelines depend on courier availability and service area
Return Policy
- We do not offer Return or Refund after delivery.
- Only damaged products during transit are eligible for replacement under our Damage Policy.
- Refused deliveries or failed delivery attempts due to customer unavailability may attract additional shipping charges for re-dispatch.
5. Razorpay Payment Terms
All online payments are securely processed through Razorpay.
Accepted Payment Methods
- UPI
- Credit Card
- Debit Card
- Net Banking
- Wallets (if available)
Important Payment Terms
- We do not store your card, UPI, or banking details.
- Payment authorization depends on your bank and Razorpay approval.
- If payment is deducted but the order is not confirmed, please wait 24–48 hours. Most failed transactions are automatically reversed by the bank.
- We are not responsible for payment failures caused by bank servers, payment gateway downtime, or technical issues from third-party providers.
- Any payment dispute must be raised with valid transaction proof.
- Refunds, if approved under exceptional cases, will be processed only to the original payment method.
6. Payment Policy (No COD)
No Cash on Delivery (COD)
- We currently do not offer Cash on Delivery (COD).
- All orders must be prepaid through our secure online payment system.
Important Terms
- Orders are processed only after successful payment confirmation.
- We do not accept cash payments at delivery.
- Prepaid orders are mandatory for all purchases.
- Payments are securely processed via Razorpay.
- Suspicious or high-risk transactions may be cancelled for security purposes.
7. Cancellation Policy
Cancellation requests are accepted only before dispatch.
Important Terms
- Once the order is packed or shipped, cancellation is not allowed.
- Customized or special-order products cannot be cancelled after confirmation.
- If cancellation is approved before dispatch, refund (if applicable) will be processed within 5–7 business days to the original payment method.
- Orders cancelled due to incorrect address, incomplete details, or customer non-response may attract processing charges.
- We reserve the right to cancel suspicious or fraudulent orders without prior notice.
8. Fraud Prevention Policy
We are committed to secure and honest business practices.
To Prevent Fraud & Misuse
- We reserve the right to verify customer identity and order details before processing any order.
- Suspicious transactions, fake addresses, multiple failed payments, or unusual order patterns may lead to order cancellation.
- False damage claims without valid unboxing video proof will not be accepted.
- Abuse of replacement policy may result in permanent account blocking.
- Fraudulent chargebacks, fake disputes, or intentional misuse may lead to legal action under applicable Indian laws.
- Promotional misuse, coupon abuse, or fake referrals may result in cancellation of benefits and account suspension.
We believe in protecting genuine customers and maintaining trust.
Final Note
By placing an order with us, you confirm that you have read, understood, and agreed to all our policies.
Thank you for choosing The Mesa Glass.
We value your trust.