Return Policy

  1. For items who arrived damaged
If your product arrives damaged upon delivery, please contact us within 24 hours of delivery and we will replace your item immediately (providing the item is available, otherwise a replacement will be offered or a full refund). We will take full responsibility and endeavour to rectify the situation as soon as possible.
Please insure all claims for breakage are reported within 24 hours of receiving the item. It is only within this transport time that the courier company will accept an insurance claim. If the damage is not reported within the 24 hour window, we will, unfortunately, not be able to take responsibility for the damage.

We require photo proof via email in order to submit an insurance claim for the damaged item. In the case of a damaged or faulty item, the customer will not be responsible for paying return shipping charges.

Refunds by law: In Australia, consumers have a legal right to obtain a refund from a business for goods purchased if the goods are faulty, not fit for purpose, or do not match the description.

 

  1. For change of mind returns
Australian returns are accepted for any reason within 7 days of receiving your order. Returns are to be sent back within 14 days of receiving the item.

To be eligible for return, the item must be in unused condition and in original packaging. The item must be well-packaged to avoid breakage during transport, and the product packaging must be in good condition.

Returns are to be sent to Shed 3/31 Cessna Drive, Caboolture, 4550

 

  1. Items excluded from our Change of Mind Return policy
  • Made to order products
  • Mattresses, bedding and pillows
  • Clearance items
  • Personalised items

 

  1. Refund Process

Within 5 business days of receiving your return, and subject to confirming ‘as-new’ condition, we will issue a refund. This refund will be an amount equal to the price you paid for the product, less the cost to ship the product to you and the return shipping back to the warehouse. The return shipping cost is calculated as equal to the initial delivery fee. If you purchase an item with promotional shipping (discounted or free shipping) and later conduct a change of mind return, we will deduct the initial shipping costs from your refund. This means that both the cost of shipping the item to you and the cost of the return shipping to the warehouse will be deducted.

If you need assistance organising your return, please feel free to contact us and we can assist in organising the return on your behalf.

Contact us for your free quote

Alternatively, you can email us directly at customerservice@chateaudeglass.com.au

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.