Refund policy

We follow the Refund Policy set by the Australian Competition & Consumer Commission (ACCC). The ACCC promotes competition and fair trade in markets to benefit consumers, businesses, and the community.

If GlassMate is damaged or fails to work, you have the right to ask for a repair, replacement or refund under the Australian Consumer Law. The remedy you're entitled to will depend on whether the issue is major or minor. You can ask for your preference of a free repair, replacement or refund, but you are not always entitled to one. For example, the consumer guarantees do not apply if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it. 

If you have a minor problem with GlassMate, we can choose to give you a free repair instead of a replacement or refund. If you have a major problem with GlassMate, you have the right to ask for your choice of a replacement or refund. For full information on what constitutes a minor or major problem visit ACCC website.

We will not provide a refund for:

  • change of mind
  • for a product that has been used
  • for a product that does not have an invoice
  • for a product that does not have original packaging
  • for a product misused in any way that caused the problem
  • for shipping costs

We have a 14 day Return Policy for faulty / damaged items -

You will have 48 hours after receiving your item to notify us of the problem via email at sales@glassmate.com.au. You must include your original receipt as well as clear pictures of the damaged package and/or GlassMate problem/damage.

 

We will then provide you with information as to how we can rectify the problem. We may send simply send you a replacement part. If not, we will ask for you to return the item to us. Once we have inspected the item, and if your return is accepted, we will then offer you either a replacement product or refund the damaged items value (excluding postage costs).

Faulty/ Damaged Items must be received by us within 14 days of original order to be eligible for a refund. 

To be eligible for a refund, your item must be in its original packaging. You’ll also need to provide proof of purchase. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@glassmate.com.au.


Please inspect your order immediately upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and rectify.


European Union – 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase. Items must be returned in a condition enabling us to sell the product as new. The purchaser will be responsible for paying postage & tracking costs associated with returns under this policy unless a prior agreement is reached.

 

Any product returned to the wrong address will be considered not received and no store credit will be granted.

We are not responsible for lost packages or items that are damaged in return shipping, we strongly suggest you pack all items carefully and track all items when posting. 

Please include full name and order number to avoid any delays in processing your return.

Unfortunately, we cannot accept returns on sale items or gift cards.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@glassmate.com.au.