Terms & Conditions
These Terms & Conditions apply to orders placed with Factory Glass through our website, by email, phone or quotation. By placing an order, you agree to the terms below.
1. Orders & Product Information
Customers are responsible for checking all product details before placing an order, including:
- Glass dimensions and thickness
- Glass type and finish
- Panel quantities
- Hardware type and finish
- Gate, hinge and latch compatibility
- Any custom holes, cut-outs or special requirements
We make every reasonable effort to ensure product descriptions, dimensions and pricing are accurate. If an obvious error is identified before supply, we may contact you to correct or confirm the order.
2. Custom & Made-to-Order Products
Custom-cut glass, mirrors, splashbacks and other made-to-order products are manufactured specifically to the measurements and specifications provided for the order.
Please carefully check all dimensions and specifications before confirming the order. Once cutting, drilling, painting, processing or manufacturing has commenced, custom products may not be cancelled for change of mind.
Standard custom glass lead time is generally approximately 5–7 working days, unless otherwise advised. Some specialised products may require additional production time.
Returns and exchanges for custom-made products are handled in accordance with our Returns & Refunds Policy .
3. Payment & Order Confirmation
Orders must be paid before goods are dispatched or custom manufacturing begins, unless otherwise agreed in writing.
An order is considered confirmed once payment has been received and the order details have been accepted by Factory Glass.
Product availability is subject to stock levels and supplier availability. If an item becomes unavailable, we will contact you as soon as reasonably possible to discuss an alternative, revised lead time or refund where applicable.
4. Supply Only
Factory Glass is a supply-only business. We do not provide installation services.
Customers are responsible for ensuring the products ordered are suitable for their intended project, site conditions and installation method.
Installation should be completed by a suitably experienced person where appropriate.
5. Installation & Compliance
Product or material certification does not automatically confirm that a completed installation complies with all applicable building, structural, pool fencing or local authority requirements.
Customers are responsible for confirming project-specific requirements with their builder, installer, structural engineer, certifier or other relevant professional before ordering and installation.
Where applicable, Factory Glass may provide product certificates and supporting documentation for supplied glass and hardware.
6. Glass Handling & Safety
Glass is a fragile product and must be handled carefully. Toughened glass is particularly vulnerable at its edges and corners.
- Avoid impact to glass edges and corners
- Do not place glass directly onto hard surfaces without suitable protection
- Use appropriate lifting and handling methods
- Wear suitable safety footwear and protective equipment when handling glass
- Store glass upright and securely supported
Damage caused by incorrect handling, storage, transport or installation is not considered a manufacturing defect.
7. Stainless Steel & Hardware Care
Stainless steel requires regular cleaning and maintenance, particularly in coastal, poolside or high-moisture environments.
- Wash stainless steel hardware with fresh water after installation where appropriate
- Clean regularly using a suitable stainless steel cleaner
- Avoid harsh, acidic or corrosive chemicals
- Coastal and saltwater environments may require more frequent maintenance
Stainless steel is corrosion resistant but is not completely stain-free or maintenance-free.
Mirror or polished finishes may be preferred in some coastal environments due to their smoother surface and easier maintenance.
8. Black Powder-Coated Hardware
Black powder-coated hardware should be cleaned using fresh water and a soft cloth.
Avoid strong chemicals, acidic cleaners, abrasive cleaners or harsh detergents, as these may damage or fade the coating.
Finish warranty conditions are detailed in our Warranty Policy .
9. Delivery & Pickup
Glass delivery and pickup are subject to specific access, unloading, vehicle and safety requirements.
Please refer to our Delivery & Pickup Policy for full details.
10. Returns, Refunds & Warranty
Returns, exchanges and refunds are subject to our Returns & Refunds Policy .
Product warranty periods, exclusions and claim requirements are set out in our Warranty Policy .
11. Website Information
Product images, finishes and colours displayed online are provided as a guide. Actual appearance may vary slightly due to lighting, screen settings, manufacturing batches and material variations.
We may update product information, pricing, availability and website content from time to time without prior notice.
12. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in these Terms & Conditions is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the Australian Consumer Law or other applicable legislation.