Remakes & returns

Last updated: 25 October 2026.

Changes and cancellations

Once you’ve paid, your glass order is confirmed. Changes or cancellations must be requested within 24 hours of payment — reply to your order confirmation email. After 24 hours your glass is made to measure and the order can’t be changed or cancelled. This doesn’t affect your rights under the Australian Consumer Law — faulty goods are still covered.

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. For change-of-mind returns of unused hardware, contact us before sending anything back.

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 · operated by Louvrestruct Pty Ltd, ABN 56 668 530 747 · our contact form