Terms & Conditions

1Checking Your Order

Please check all product details before confirming your order, including:

• Glass dimensions, thickness, type and finish.
• Panel quantities, holes, cut-outs and other custom requirements.
• Hardware type, finish and quantity.
• Compatibility of gates, hinges, latches and other components.

If you are unsure about a product or specification, contact us before ordering.

2Custom & Made-to-Order Products

Custom-cut glass, mirrors, splashbacks and other made-to-order products are manufactured to the measurements and specifications confirmed for your order.

• Production time: usually 5–7 working days, unless otherwise advised. Special products may require additional time. Production time is separate from delivery time.
• Measurements: check all dimensions, glass types, thicknesses, holes, cut-outs and finishes carefully before confirming the order.
• Cutting tolerance: a tolerance of ±2mm applies to custom glass. Discuss any critical fit or clearance requirements with us before ordering.
• Cancellations: once you have confirmed your custom order and its specifications, it cannot be cancelled for change of mind, even if production has not yet commenced.

Once confirmed, custom orders cannot be returned, exchanged or refunded for change of mind, incorrect customer measurements or an incorrect specification supplied by the customer. Please check all details carefully before confirming your order.

This does not exclude remedies for faulty products, manufacturing errors or goods that do not match the confirmed order, where applicable under the Australian Consumer Law.

3Returns & Exchanges

Standard Products — Change of Mind

Change-of-mind returns or exchanges of eligible standard stocked products may be requested within 14 days of purchase, subject to the conditions below.

• Items must be unused, not installed and in clean, resaleable condition.
• Items must be free from chips, cracks, scratches, fixing marks or other damage.
• All supplied components, fittings and accessories must be included.
• Contact us for approval and return instructions before returning any goods.

We do not charge a handling or restocking fee for approved change-of-mind returns of standard items. Customers are responsible for arranging and paying for safe return transport.

Faulty, Damaged or Incorrect Products

If a product is faulty, damaged before receipt, incorrectly manufactured or different from your confirmed order, contact us as soon as possible. Provide your order number, a description of the issue and clear photographs. Include measurements if the issue concerns dimensions.

We will assess the issue and provide an appropriate remedy in accordance with the circumstances and the Australian Consumer Law. The 14-day change-of-mind period, resaleable-condition requirements and customer-paid return transport conditions do not restrict rights or remedies available under that law. Original packaging is not required for a consumer guarantee claim.

4Delivery & Pickup

Glass truck deliveries are limited to kerbside or accessible driveway delivery where safe truck access is available. Customers must arrange suitable assistance to unload. Glass panels are supplied plain and unpackaged, without cardboard wrapping.

Please inspect your order on delivery or pickup and report visible damage, missing items or incorrect products as soon as possible. Note issues on the docket where possible.

Customers and their collecting drivers are responsible for suitable vehicles, safe support and securing the load. Damage caused by customer handling, storage or transport after collection is not a manufacturing defect. This does not exclude claims for pre-existing damage or other rights that cannot legally be excluded.

Signing a delivery or pickup docket does not remove your rights under the Australian Consumer Law.

For delivery areas, charges, estimated timeframes, unloading requirements and warehouse pickup arrangements, see our Delivery & Pickup page.

5Supply, Installation & Compliance

Factory Online Glass supplies glass and hardware only and does not provide installation services.

Please confirm that the products, dimensions, supporting structure and installation method are suitable for your project. Seek advice from your builder, installer, engineer or certifier about project-specific building, structural, pool fencing and local authority requirements where necessary.

Product or material certification does not, by itself, certify a completed installation. This section does not exclude any consumer guarantees or other obligations that apply to products or advice we supply.

6Glass Handling & Safety

Glass is fragile and must be handled carefully. Toughened glass is particularly vulnerable to impact at its edges and corners.

• Protect glass edges and corners from impact and snagging.
• Do not place glass directly on hard surfaces without suitable protection.
• Use suitable lifting methods and assistance for the size and weight of the panel.
• Wear appropriate protective equipment and safety footwear when handling or installing glass.
• Store glass upright, securely supported and protected from damage.

Damage caused by incorrect handling, storage or installation is not a manufacturing defect. This does not affect rights relating to a defect or problem that was not caused by that handling, storage or installation.

7Hardware Care & Maintenance

Stainless Steel Hardware

Clean stainless steel hardware after installation using a suitable stainless steel cleaner, following the product and cleaner manufacturer's instructions. Apply a suitable stainless steel surface protector annually where recommended for the product.

Stainless steel is corrosion resistant, not stain-free or maintenance-free. Regular cleaning is particularly important around pools, in coastal locations and in high-moisture environments. More frequent maintenance may be required in these conditions.

Mirror or polished finishes may be preferable to satin finishes in some coastal environments. Contact us for product-specific care information.

Black Powder-Coated Hardware

Clean black powder-coated spigots, rails and other components using fresh water and a soft cloth. Follow any product-specific care instructions.

Avoid harsh chemical detergents, acidic or corrosive cleaners and abrasive cleaning materials, which may damage, fade or peel the coating.

8Australian 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 these Terms & Conditions excludes, restricts or modifies any rights or remedies that cannot legally be excluded under the Australian Consumer Law or other applicable legislation.