Remakes & returns
Your glass is custom made to the sizes and options you choose. Here’s what happens if something isn’t right.
Draft policy — for Jason to review before launch. Not legal advice; have it checked before relying on it.
Report problems within 48 hours, with photos
Inspect every piece as soon as you receive it. If glass is broken, chipped, scratched, the wrong size, the wrong type, or otherwise faulty, contact us within 48 hours of delivery or pickup at our contact form with:
- your order number;
- photos of the whole piece and close-ups of the problem;
- a photo of the label on the glass and the packaging (for delivery damage);
- for a size problem, photos of a tape measure across the glass.
Please don’t install glass that you think is damaged or faulty. Keep it, and its packaging, until we’ve sorted it out.
What we replace at no cost
- Breakage or damage in delivery — glass that arrives broken, chipped or damaged.
- Manufacturing defects — glass that isn’t what you ordered (wrong size beyond the normal manufacturing tolerance, wrong glass type, thickness, edge finish or holes compared with your confirmed order), or that has a defect in manufacture.
We’ll replace the affected piece and deliver the replacement free of charge (to the same zone). We may ask to collect or see the original.
What we can’t refund: mis-measured glass
Custom-cut glass is made to the measurements and specifications you give us. If the glass matches your confirmed order but doesn’t fit because of a measuring or specification error, it is non-refundable and can’t be returned. Toughened glass can’t be cut down afterwards. We’re happy to make a replacement at the normal price.
We also can’t accept change-of-mind returns on custom-cut glass, or cover damage that happens after delivery or pickup (for example during handling, transport by you, or installation).
Hardware
Faulty hardware is covered by the consumer guarantees below. Change-of-mind returns of unused hardware: PLACEHOLDER — Jason to decide (e.g. accepted within 14 days, unused and in original packaging).
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights.
Contact
Custom Glass Direct · ABN XX XXX XXX XXX (PLACEHOLDER) · our contact form · Phone PLACEHOLDER