If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and undamaged.
Any item that is custom made, made to order or cut to size cannot be returned.
To complete your return, we require a receipt or proof of purchase with order name.
Please wait for a return authority number and address before you return any item and please be advised that the return inspection process is very thorough. Any surface scratches that may not be visible in a certain light may be visible to the inspection personal at the depot. Items need to be returned in perfect, unopened, re-saleable condition. Otherwise the return may not be approved and a refund may not be processed.
Please do not return any product without approval by Glass House AU nor without a return reference number.
If you come to collect the goods in a vehicle where the glass / items will not fit or the vehicle is unsuitable for transport of the goods and your would like a refund it means that we have picked the goods ready for you, this means there will be a restocking fee, this can be advised by Glass House AU before we refund.
Refunds (if applicable)
Once the return is received it will go through an inspection process, if it passes the inspection we can refund, We will notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card / original method of payment, within a certain amount of days. If you think the item may be faulty then please send photos to email@example.com within 24 hours of receiving the item. We can then assess and come back to you and offer a solution if possible.
Scratched or damaged items need to be reported at the time of delivery otherwise refunds cannot be made, any claims for damage need to be accompanied by photos and reported within 4 hours of delivery. If collecting from our depots any damaged items need to be reported before you leave the premises, once the items are loaded on your vehicle they become owned by you and your responsibility, as you can imagine strapping down, loading and transport of the goods can damage the items if not done correctly.
If the item has been made to the incorrect size and is not the size stated on your order or email then we will endeavour to make / supply a replacement asap, Glass House AU will not be liable for any ongoing costs associated with products being made incorrectly, supplied incorrectly or supplied late.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Sale items (if applicable)
Any returned items which were in a sale, will be refunded at the sale price, minus the delivery fee and once it has been inspected.
Exchanges (if applicable)
We only replace items if they are defective or damaged in which case we need to exchange it for the same item, send us an email at email@example.com and we will specify a return address. In most cases exchanges are not possible for items purchased by you. You'll need to purchase the correct item and then return the incorrect item for a refund. We can refund once the item has passed the inspection process. Do not attempt to return the product without a return authority number as you may be denied the return at the depot.
To return your product, please email us and we will specify a return address. It will need to be returned to the same depot as it was either collected from or dispatched from.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your replacement product to reach you, may vary.
Consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.