Return, Refund, & Warranty Policy

Return, Refund, & Warranty Policy

1. Warranty Policy

1.1 Standard Warranty

All products supplied by Glass House AU are covered by a 12-month warranty under Australian Consumer Law.
Warranty claims are assessed individually, and certain products may include additional advertised warranties.

1.2 Aluminium, PVC & Steel Fencing Warranty

All aluminium, PVC and steel fencing products are covered by a limited 7-year warranty.
Warranty assessment will consider:

  • installation method

  • ongoing maintenance

  • cleaning frequency

  • cleaning chemicals used

  • environmental exposure (coastal areas, chemicals, salt, soil conditions, etc.)

These factors can significantly affect product life expectancy.

1.3 Installation Requirement (Mandatory)

All products must be installed by a fully insured, qualified, and licensed professional.
Improper installation voids the product warranty.

1.4 Limitation of Liability

In all circumstances, the maximum liability of Glass House AU will not exceed the original purchase price of the product.

1.5 Shower Screen Accessories

Water seals, flaps, and water bars carry a 12-month warranty from the date of purchase.

2. Returns Policy

2.1 Eligibility Window

Returns are accepted within 30 days of purchase.
After 30 days we cannot offer refunds or returns.

2.2 Condition of Returned Goods

To be eligible for a return:

  • Items must be unused, undamaged, and in original packaging.

  • Packaging must be unmarked, intact, and suitable for resale.

  • A receipt or proof of purchase is required.

Items failing inspection will not qualify for refund and will be held for 24 hours before being disposed of.

2.3 Custom, Made-to-Order, or Cut-to-Size Products

These items cannot be cancelled, returned, or refunded once production has begun.
This includes, but is not limited to, the following PVC ranges:

Easthampton, Bridgehampton, Southampton, Melville, Bayswater, Newport, North Haven, 3 Rail Rural.

Orders can only be cancelled within 4 hours of being placed, subject to a small admin fee.

2.4 Return Authorisation Required

Do not send items back without:

  • a Return Authority Number, and

  • the correct return depot address.

Unauthorised returns may be refused.

2.5 Inspection Process

Please note:

  • All returns undergo a strict inspection process.

  • Minor scratches not visible in certain lighting may be visible during inspection.

  • Only perfect, unused, unopened, resaleable items will be approved.

2.6 Incorrect Vehicle / Failed Collection

If items are picked and ready for collection but cannot be transported due to an unsuitable vehicle, and you request a refund, a restocking fee will apply.

2.7 Signed-for Goods

Once goods are signed for, they cannot be claimed as missing or incorrect.

3. Refunds

3.1 Approval

Refunds are issued only after the returned item:

  • is received,

  • passes full inspection, and

  • is approved by our returns team.

Refunds will be processed to the original payment method.

3.2 Reporting Damage

Damage must be reported immediately:

  • Delivered goods: within 4 hours of delivery (with photos).

  • Depot collections: before leaving the premises.

Once goods are loaded into your vehicle, responsibility transfers to you.

Glass House AU is not responsible for damage occurring during transport to site or home.

3.3 Paint Marks & Packaging

Paint marks or surface defects must be reported at the time of delivery or collection.
Leaving protective packaging on during storage may cause damage and will void claims.

3.4 Incorrect Size Supplied

If we supplied the wrong size, we will remake or replace the product.
Glass House AU is not liable for:

  • installation delays,

  • labour costs,

  • project delays,

  • additional expenses.

3.5 Courier Collections

If you use your own courier:

  • Glass House AU is not responsible for courier delays or errors.

  • Couriers must check goods on collection.

  • Courier expenses are non-refundable.

4. Restocking & Cancellation Fees

  • Standard restocking fee: 10–15%

  • Eastern Creek & Rowville depots: 20%

  • Curved glass: 25%

4.1 Cancellation Fee (Applies to ALL cancelled orders)

  • Orders up to $50 → No fee

  • $50–$500 → $15 fee

  • Over $500 → $30 fee

These fees cover administrative and labour costs.

Note: You will not be charged BOTH a cancellation fee and a restocking fee.

5. Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account.

  2. Contact your credit card issuer.

  3. Contact your bank (processing delays can occur).

If still unresolved, contact:
info@glasshouseau.com

6. Sale Items

Returned sale items are refunded at the sale price, minus delivery fees, subject to inspection.

7. Exchanges

We only replace items that are:

  • defective, or

  • damaged (reported within the required timeframe).

In most situations, exchanges are not available.
Customers may need to purchase the correct item and return the incorrect one for refund (subject to inspection).

A Return Authority Number is required.

8. Shipping Returns

To return your product:

  1. Email us to obtain a Return Authority Number and depot address.

  2. The item must be returned to the same depot it was collected from or dispatched from.

  3. Customers are responsible for return shipping costs.

We recommend using:

  • a trackable shipping service, and

  • shipping insurance.

Glass House AU does not guarantee receipt of returned items.