Introduction
At Glass and Window Supply, we strive to ensure our customers are completely satisfied with their purchases. This Refunds and Returns Policy outlines the conditions and processes for returning products and obtaining refunds. By making a purchase on our website (glassandwindowsupply.com.au), you agree to adhere to the following policy.
1. Returns
1.1 Eligibility for Returns
- Time Frame: Products must be returned within 7 days from the date of purchase.
- Condition: Products must be in their original condition, unused, and in their original packaging.
- Proof of Purchase: A valid receipt or proof of purchase is required for all returns.
1.2 Non-Returnable Items
- Custom-made or personalized products.
- Clearance or sale items.
- Products that have been used, installed, or altered in any way.
1.3 Return Process
- Contact Us: Before returning a product, contact our customer service team at sales@glassandwindowsupply.com.au to obtain a Return Authorization (RA) number.
- Package the Product: Securely package the product, including all original packaging, accessories, and documentation.
- Shipping: Send the product to the address provided by our customer service team. Customers are responsible for the cost of return shipping, except in cases where the product is faulty or damaged upon arrival.
2. Refunds
2.1 Refund Conditions
- Refunds will be processed once the returned product is received and inspected.
- If the return is approved, a refund will be issued to the original payment method within 10 business days.
- Shipping costs are non-refundable, except in cases where the product is faulty or damaged upon arrival.
2.2 Partial Refunds In certain situations, only partial refunds may be granted (if applicable):
- Products with obvious signs of use.
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
3. Exchanges
3.1 Eligibility for Exchanges Products can be exchanged if they are defective or damaged. If you need to exchange a product for the same item, contact our customer service team at sales@glassandwindowsupply.com.au to arrange the exchange.
3.2 Exchange Process
- Contact Us: Obtain an Exchange Authorization (EA) number from our customer service team.
- Package the Product: Securely package the product for exchange.
- Shipping: Send the product to the address provided by our customer service team. If the product is defective or damaged, we will cover the cost of return shipping.
4. Faulty or Damaged Products
4.1 Reporting Faulty or Damaged Products If you receive a product that is faulty or damaged, contact our customer service team immediately at sales@glassandwindowsupply.com.au with the following information:
- Your order number.
- A description of the fault or damage.
- Photographic evidence of the fault or damage.
4.2 Resolution We will work with you to resolve the issue, which may include:
- Providing a replacement product.
- Offering a refund for the faulty or damaged product.
- Arranging for the return of the faulty or damaged product at our expense.
5. Contact Us
For any questions or concerns regarding our Refunds and Returns Policy, please contact us at:
Glass and Window Supply
sales@glassandwindowsupply.com.au
By making a purchase on our website, you acknowledge that you have read, understood, and agree to this Refunds and Returns Policy.