Return, Refund, & Warranty Policy

Warranty

All products we offer are covered by a 12-month warranty under consumer law. Warranty claims are assessed individually, and some products may have additional advertised warranties.


All aluminum, PVC and steel fencing is covered by a limited 7-year warranty. Warranty claims are assessed on an individual basis, taking into account factors such as installation method, ongoing maintenance, cleaning frequency, cleaner type, and the surrounding environment. These factors can significantly influence the product's longevity.  

All products must be installed by a fully insured, licensed, qualified  professional

 

In no event will the claim or liability of Glass House exceed the purchase price of the product. 

 

Returns 


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 you 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 info@glasshouseau.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. The same applies for collections from any freight depot. Any claims for damage once the goods have been collected from the depot and transported to your home  / site will not be replaced free of charge.  It is your responsibility to check the items at time of collection, regardless of size, quantity or packaging. 

Any claims for damaged items such as marks in paint need to be reported at time of delivery or collection also,  Glass House AU will not be held responsible for any claims of marks or damaged paint, it is the customer responsibility to ensure any protective packaging isn't left on when in storage. 
if the item has been made to the incorrect size and is not the size stated on your order or email then we will endeavor 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. 
 
If using a courier to collect your order, Glass House AU is not responsible for any courier costs, ongoing costs or reimbursements due to the courier not collecting or not checking the goods are correct or damaged upon collection. 
There will also be a 10% restocking fee if returning goods. 


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 info@glasshouseau.com 

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 info@glasshouseau.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.

Shipping Returns


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.