Returns & Refund Policy

1. Your Rights Under Australian Consumer Law

We comply with the Australian Consumer Law (ACL). This means:

  • You are entitled to a replacement, repair, or refund if a product is faulty, unsafe, not fit for purpose, or doesn’t match its description.
  • These statutory rights cannot be excluded or limited, even if our internal policy says otherwise.

2. Returns for Faulty or Not as Described Items

If your product is faulty or significantly not as described:

  1. Contact us immediately at sales@glasstradecentre.com.au with your order number, details of the issue, and photos (if relevant).
  2. We will provide return instructions and (where applicable) a Return Authorisation.
  3. Once the item is received and inspected, we will repair, replace, or refund the item at our cost.
  4. In these cases, return shipping will be paid by us or reimbursed once proof of postage is provided.

3. No Returns for Change of Mind

Except where required by law:

  • We do not accept returns or provide refunds if you simply change your mind, order the wrong product, over-order, or decide you no longer need the item.
  • This is especially important for products like silicone, sealants, adhesives or other chemical products once dispatched — due to health, safety, and shelf-life considerations.

4. Return Conditions

To be eligible for assessment under this policy:

  • Items must be unused, in original condition, and in their original unopened packaging.
  • You must provide proof of purchase (e.g., order confirmation, tax invoice).
  • You must contact us before returning any products — unsolicited returns cannot be accepted.

5. Change of Mind / Discretionary Exchange

At our discretion only, and subject to approval:

  • We may offer a store credit or exchange if an item is faulty and returned unused in original packaging within a reasonable time.
  • This is not a legal requirement, and any store credit issued will be for future purchases only (not redeemable for cash).

6. Shipping Costs

  • Original shipping costs are non-refundable unless the return is due to our error or a genuine product defect.
  • If you return an item because of a change of mind (only if accepted at our discretion), you bear the cost of return shipping.

7. Non-Returnable Items

Certain items cannot be returned for change of mind or resale due to safety, hygiene, or product classification (e.g., opened sealants, hazardous materials).

📅 Timeframes & Notifications

  • For faulty/not-as-described returns, you must notify us as soon as practicable and generally within 30 days of delivery.
  • We will acknowledge your return request within 5 business days and provide instructions.
  • Refunds, if approved, will be processed within 10 business days after receiving the returned item.

📩 Contact Information

Glass Trade Centre
Website: https://www.glasstradecentre.com.au
Email: sales@glasstradecentre.com.au
Phone: 1300 001 482
Address: Unit 4/85 Alfred Road, Chipping Norton NSW 2170