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Refund Policy

We aim to ensure all customers receive high-quality glass panels and hardware.
This refund policy explains the conditions under which refunds can be requested and processed.

1. Eligibility for Refunds

Refunds are available for:

  • Standard glass panels

  • Standard hardware items (including spigots, brackets, clamps, top rail fittings and related accessories)

Free Replacement Guarantee

If any supplied glass panel has defects, chips, scratches or incorrect dimensions, we will arrange a free priority replacement and dispatch it as soon as possible.
This applies to both standard and custom-made panels.

Non-Refundable Items

Custom-cut glass is non-refundable, as they are manufactured specifically to your measurements and cannot be resold.

2. Condition of Returned Items

To qualify for a refund, returned items must:

  • Be in original condition

  • Be free from cracks, chips, scratches or defects

  • Have all components included (hardware, screws, caps, etc.)

  • Be returned in a way that prevents damage during transport

If the returned glass panel and hardware pass inspection with no damage or missing parts, a refund will be issued.

3. Return Process

  1. Contact us at sales@factoryonline.com.au with your order number and the items you wish to return.

  2. Our team will confirm return eligibility and provide return instructions.

  3. Customers are responsible for safely transporting the glass back to our Hemmant warehouse or arranging their own courier.

  4. Returned items will be inspected within 2 business days of arrival.

4. Refund Method

  • Approved refunds are processed to the original payment method.

  • Refunds typically take 3–5 business days to appear, depending on your bank.

 

5. Damaged or Incorrect Items

If you receive damaged or incorrect items:

  • Notify us within 24 hours

  • Provide photos of the glass, hardware and packaging

  • We will review and arrange a replacement or appropriate solution

7. Change of Mind / Peace of Mind Guarantee

    Peace of Mind Guarantee:
    If a customer measures incorrectly or orders the wrong material, we offer an exchange or return within 14 days of purchase, with no handling or restocking fees applied for standard items.

    For custom-cut glass, change-of-mind exchanges are also available; however, the replacement panel will be charged at cost price only, as custom glass is manufactured specifically to your measurements and cannot be resold.

    All returned items must be delivered back to our Hemmant warehouse at the customer’s cost and must arrive in perfect, undamaged condition to be eligible for exchange or refund.