Refund policy

Your rights under Australian Consumer Law

Our goods come with guarantees that can't be excluded under the Australian Consumer Law. For a major failure, you're entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have the goods repaired or replaced if they aren't of acceptable quality and the failure doesn't amount to a major failure. Nothing in this policy limits those rights.

Change-of-mind returns

You can request a change-of-mind return within 14 days of the delivery date. To be eligible:

  • the item must be unused, unopened and in its original packaging
  • you must provide your order number or proof of purchase
  • you pay the return shipping costs.

Items we can't accept as change-of-mind returns

For hygiene and safety reasons, we can't accept change-of-mind returns of incense or other consumable products once they've been opened or used. Sale items and gift cards are also excluded from change-of-mind returns.

Faulty, damaged or incorrect items

Please inspect your order when it arrives. If an item is faulty, damaged in transit or not what you ordered, contact us within 14 days of delivery with your order number and photos. Once we confirm the issue, we'll cover the return shipping and offer a replacement or a refund. Claims made after 14 days are still assessed under the Australian Consumer Law.

How to start a return

Email sales@gtrglass.com.au with your order number and the reason for the return. Please don't send items back without contacting us first. We'll confirm whether the return is approved and send you the return instructions. Returns go to: GTR Glass Pty Ltd, Office 4, 15 Moore Street, Canberra ACT 2601, Australia.

Refunds

Once we've received and inspected your return, we'll let you know whether your refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card provider may take a few more days to process it. Original shipping costs aren't refundable on change-of-mind returns.

Exchanges

To swap an item, return it under this policy and place a new order.

Cancellations

You can cancel an order before it has been dispatched by emailing sales@gtrglass.com.au, and we'll refund you in full. Once an order has been dispatched, it can't be cancelled, but it can be returned under this policy.