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Warranty & Refunds Policy

1. Product Warranty

We stand behind the quality of our glass panels and hardware.
The following warranties apply to Factory Glass products:

Frameless Glass Pool Fence Panels

  • 10-year replacement warranty
    Covers manufacturing defects such as spontaneous breakage, incorrect sizing, or faults in toughening.

2205 Stainless Steel Spigots

  • 10-year replacement warranty

  • 2-year warranty for black finish

Our warranty covers:

  • Manufacturing defects

  • Incorrect glass sizes supplied

  • Incorrect hardware supplied

  • Structural faults caused during production

Our warranty does not cover:

  • Damage caused during installation

  • Misuse, impact damage or accidental breakage

  • Incorrect measurements supplied by customers

  • Surface marks caused by poor maintenance or coastal corrosion (for satin and black finishes)

2. Free Replacement Guarantee

If any glass panel is supplied with:

  • Defects,

  • Scratches,

  • Chips,

  • Toughening issues, or

  • Incorrect dimensions,

we will arrange a free, expedited replacement and dispatch it as a priority, at no additional cost to the customer.

This guarantee applies to both standard and custom-made glass panels.

3. Peace of Mind Guarantee（Change of Mind / Wrong Order）

We understand that mistakes can happen when measuring or selecting materials.

For standard items:

If the customer measures incorrectly or orders the wrong product, we offer:

  • Exchange or return within 14 days of purchase

  • No handling or restocking fees

Returned items must arrive in perfect, undamaged condition to qualify.

For custom-cut glass:

Custom glass cannot be refunded, but we do offer a special support policy:

  • Replacement panels will be provided at cost price only

  • No additional handling or processing fees

  • Customer only pays the manufacturing cost of the replacement

This applies when incorrect measurements were supplied by the customer.

4. Returns & Inspection Requirements

To qualify for a refund or exchange:

  • Items must be in original condition

  • Free of cracks, chips, scratches or damage

  • All hardware components must be included

  • The customer is responsible for returning the item in safe transportable condition

  • Inspection will be completed within 2 business days after return

If items pass inspection, the refund or exchange will be processed.

5. Refund Method

Approved refunds will be issued to the original payment method.
Bank processing times may take 3–5 business days.

6. Non-Refundable Items

  • Custom-cut glass

  • Custom shower screens

  • Made-to-order items

  • Items damaged due to incorrect handling or installation

  • Clearance or “as is” discounted stock

7. How to Report an Issue

If you believe your product is defective or incorrect:

  1. Email: sales@factoryonline.com.au 

  2. Provide your order number

  3. Attach clear photos of the problem

Our team will assess and arrange replacement or refund options as quickly as possible.