Factory Glass Warranty Policy

Factory Glass supplies glass panels and hardware for pool fencing, glass balustrades and related applications. Our commercial replacement warranties apply to eligible products purchased directly from Factory Glass, subject to the conditions below.

1. Warranty Periods

• Glass Panels — 10 Year Replacement Warranty
• Spigots & Stainless Steel Hardware — 10 Year Replacement Warranty
• Pool Gate Hinges & Latches — 5 Year Replacement Warranty
• Black Powder-Coated Finish — 2 Year Finish Warranty

The warranty period starts from the original date of purchase shown on the Factory Glass invoice or order confirmation.

2. What the Warranty Covers

This warranty covers manufacturing defects in eligible Factory Glass products when the products are correctly stored, installed, used and maintained for their intended purpose.

Where a valid claim is accepted under this commercial warranty, Factory Glass will replace the defective product or component with the same product or a reasonably equivalent product where the original product is no longer available.

3. Glass Panel Warranty

The 10 Year Replacement Warranty applies to eligible toughened glass panels supplied by Factory Glass and covers manufacturing defects in the glass.

The warranty does not cover:

• Breakage caused by impact, misuse, accidental damage or improper handling
• Damage occurring during transport or installation after the goods have been accepted
• Chips, scratches or edge damage caused after delivery or pickup
• Incorrect installation, unsuitable fixings or inadequate supporting structures
• Alteration, cutting, drilling or modification of toughened glass after manufacture
• Normal visual characteristics of toughened glass that are not manufacturing defects

4. Stainless Steel Hardware Warranty

The 10 Year Replacement Warranty applies to eligible stainless steel spigots and stainless steel hardware supplied by Factory Glass.

The warranty covers manufacturing defects but does not cover:

• Incorrect installation or use outside the intended application
• Damage caused by impact, misuse, alteration or modification
• Normal wear and tear
• Surface staining, tea staining or corrosion caused by environmental exposure or inadequate maintenance
• Damage caused by chlorine, acids, cement products, salt deposits, harsh chemicals or unsuitable cleaning products
• Damage caused by contact with incompatible materials or metals
• Failure caused by movement or failure of the supporting structure

5. Pool Gate Hinges & Latches

Pool gate hinges and latches are covered by a 5 Year Replacement Warranty against manufacturing defects.

The warranty does not cover normal wear, incorrect adjustment, incorrect installation, overloading, impact damage, modification, lack of maintenance or use outside the manufacturer's intended application.

Hinges and latches must be installed, adjusted and maintained correctly to ensure proper operation.

6. Black Powder-Coated Finish

Black powder-coated hardware is covered by a 2 Year Finish Warranty against manufacturing defects in the applied finish.

The finish warranty does not cover:

• Scratches, chips or abrasion caused during transport, handling or installation
• Damage caused by tools, fixings or installation equipment
• Fading or deterioration resulting from lack of maintenance
• Damage caused by chlorine, acids, salt deposits, cement, strong chemicals or abrasive cleaners
• Damage caused by environmental contamination or prolonged exposure to corrosive substances
• Normal wear and tear

Black powder-coated hardware should be regularly rinsed with fresh water and cleaned with a mild, non-abrasive detergent. Harsh chemical, acidic or abrasive cleaners must not be used.

7. Installation & Compliance

Factory Glass is a supply-only business and does not provide installation services.

Product certification relates to the supplied product or material only. It does not certify the completed installation.

The purchaser and installer are responsible for ensuring that the design, supporting structure, fixing method, installation and completed barrier comply with all applicable Australian Standards, building requirements and local regulations.

8. General Warranty Exclusions

This commercial warranty does not cover damage or failure resulting from:

• Incorrect installation
• Failure to follow installation or maintenance instructions
• Misuse, abuse, impact or accidental damage
• Unauthorised modification or repair
• Normal wear and tear
• Structural movement or unsuitable substrates
• Failure of supporting structures or third-party components
• Exposure to inappropriate chemicals or cleaning products
• Failure to adequately clean and maintain the product
• Damage caused by events outside the reasonable control of Factory Glass

9. Replacement Warranty

Unless otherwise required by the Australian Consumer Law, this commercial warranty is a replacement product warranty only.

It does not include the cost of removal, installation, reinstallation, labour, building work, access equipment or other consequential costs associated with replacing the product.

Replacement products supplied under warranty do not restart the original warranty period. The replacement product remains covered for the balance of the original warranty period.

10. Making a Warranty Claim

To make a warranty claim, please contact Factory Glass and provide:

• Your invoice or order number
• Proof of purchase
• A description of the issue
• Clear photographs of the affected product
• Photographs showing the installation and surrounding area where relevant
• Any other information reasonably required to assess the claim

Factory Glass may request that the product be inspected or returned for assessment before a warranty claim is approved.

Claims should be sent to:
Factory Glass
221 Parramatta Road, Auburn NSW 2144
Phone: 02 8005 1599
Email: sales@factoryonline.com.au

11. Warranty Claim Costs

Customers may be required to provide photographs or make the affected product reasonably available for inspection.

Where a claim is accepted as a valid warranty claim, Factory Glass will provide the applicable replacement product. Reasonable costs associated with a claim will be handled in accordance with the Australian Consumer Law.

Removal, installation and reinstallation costs are not included in this commercial replacement warranty unless required by law.

12. Australian Consumer Law

The benefits provided by this warranty are in addition to other rights and remedies available to consumers under the Australian Consumer Law.