Returns and Refund Policy

Returns, Exchanges & Refund Policy

At Budget Glass Pty Ltd, we value your satisfaction and are committed to providing high-quality glass products with reliable service. This policy outlines your rights and our responsibilities under the Australian Consumer Law (ACL), along with our store-specific returns and refund guidelines.

1. Australian Consumer Law (ACL) Rights

Under the ACL, you are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply regardless of any store policies or warranties provided.

2. Returns Eligibility

We accept returns for the following reasons:

• The product arrived damaged or broken
• The product is faulty or defective
• The product does not match the description or images on our website
• You received the wrong item

To be eligible for a return, please ensure:

• You notify us within 30 days of receiving the item
• You provide proof of purchase (e.g. order number or receipt)
• You include photos of the damage or fault

We do not offer refunds or exchanges for change of mind, due to the fragile and made-to-order nature of our glass products.

3. Damaged in Transit

While we take great care in packaging, glass is fragile and breakages can occasionally happen during shipping. If your item arrives damaged:

1. Take clear photos of the item, packaging, and shipping label.
2. Contact us within 30 days of delivery at budgetglass@live.com with the photos and your order number.
3. We will assess and offer a replacement, repair, or refund, depending on the extent of the damage and product availability.

4. Exchanges

We can only offer exchanges in cases where:

• The item was damaged or defective
• The incorrect item was sent

Due to the custom or handmade nature of our glass products, exchanges for different styles, sizes, or colours are not offered unless the product is faulty.

5. Refunds (If Applicable)

If a refund is approved:

• It will be processed to your original method of payment
• Please allow up to 7–10 business days for the refund to appear in your account

Shipping costs are only refundable if the return is due to our error (e.g. wrong item sent or defective product).

6. Return Shipping

• For approved returns, we will provide a return shipping label or reimburse reasonable return postage costs.
• For any other returns/exchanges we ask that you send the item back at your own cost.
• Items must be securely packaged to avoid further damage during return transit.
• Items can also be returned in store to us at 88 Camms Road, Cranbourne VIC 3977.

7. Contact Us

You can obtain further information, or ask questions by contacting us:

Budget Glass Cranbourne
88 Camms Rd
Cranbourne
Victoria 3977
(03) 5996 3038
budgetglass@live.com