Returns & refunds

Every piece is cut to the size you ordered, so it cannot be resold. Please read this before ordering.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

Damaged in delivery

Check your glass with the driver. If something is damaged, tell us within 48 hours of delivery, with photos, at info@customcutglass.com.au. Keep the piece and its packaging. We will arrange collection and a replacement or refund.

Our mistake

If a piece is not what you ordered (wrong size, wrong glass, wrong finish), we will remake it or refund it.

Change of mind and measuring errors

Because every piece is made to your measurements, we cannot offer refunds for change of mind or for pieces cut correctly to measurements that turn out to be wrong. Our measuring guide will help you get it right.

Cancelling an order

Contact us straight away. Once your glass has gone into production it cannot be changed or cancelled.

How refunds are paid

Refunds go back to the card or wallet you paid with. We aim to deal with every request within 14 days.