Warranty Policy
This policy explains our commercial replacement warranties for eligible glass panels and hardware purchased directly from Factory Online Glass.
These warranties are additional to, and do not limit, your rights under the Australian Consumer Law.
Warranty Periods
| Product | Commercial Warranty |
|---|---|
| Eligible toughened glass panels | 10-year replacement warranty |
| Eligible stainless steel spigots & stainless steel hardware | 10-year replacement warranty |
| Pool gate hinges & latches | 5-year replacement warranty |
| Black powder-coated finish | 2-year finish warranty |
Warranty periods start from the original purchase date on your invoice or order confirmation. Coating and underlying component warranties are assessed separately.
Contact us before ordering to confirm product eligibility. Commercial warranty expiry does not end your rights under the Australian Consumer Law.
What the Warranty Covers
Our commercial warranties cover manufacturing defects in eligible products that have been correctly stored, installed, used and maintained for their intended purpose.
For accepted commercial warranty claims, we will replace the defective product or component with the same product, or a reasonably equivalent product if unavailable.
The following commercial warranty exclusions do not exclude remedies under the Australian Consumer Law.
Product Coverage & Exclusions
Toughened Glass Panels
The 10-year replacement warranty covers manufacturing defects in eligible toughened glass panels. It does not cover damage caused by:
- Impact, accidental damage, misuse or improper handling.
- Customer or third-party transport, storage or installation.
- Unsuitable fixings, incorrect installation or inadequate supporting structures.
- Cutting, drilling, alteration or modification after manufacture.
Normal, non-defective visual characteristics are excluded. Manufacturing defects and pre-existing problems remain eligible for assessment when identified after delivery or installation.
Stainless Steel Spigots & Hardware
The 10-year replacement warranty covers manufacturing defects in eligible stainless steel spigots and hardware. It does not cover normal wear or damage caused by incorrect installation, misuse, modification, incompatible materials, unsuitable chemicals or failure of the supporting structure.
Surface staining, tea staining or corrosion caused by environmental exposure or inadequate maintenance is not covered by this commercial warranty. This does not exclude a claim for an underlying product defect or a failure to meet a consumer guarantee.
Pool Gate Hinges & Latches
The 5-year replacement warranty covers manufacturing defects. It does not cover normal wear or damage caused by incorrect installation or adjustment, overloading, impact, modification, inadequate maintenance or use outside the intended application.
Black Powder-Coated Finish
The 2-year finish warranty covers manufacturing defects in the applied coating. It does not cover scratches, chips or abrasion caused by handling, installation, tools or use, or deterioration caused by unsuitable chemicals, abrasive cleaners, corrosive contamination or inadequate maintenance.
Installation & Maintenance
Factory Online Glass supplies materials only, without installation services. Product certification does not, by itself, certify a completed installation.
Confirm project-specific requirements with your installer, builder, engineer or certifier. Follow applicable installation, adjustment, use and maintenance instructions.
- Protect glass edges and corners from impact and store glass securely supported.
- Clean stainless steel regularly using suitable products, with more frequent care in coastal, poolside and high-moisture environments.
- Clean powder-coated components with fresh water and a soft cloth; follow any product-specific cleaning instructions.
- Avoid acidic, corrosive or abrasive cleaning products that may damage the hardware or finish.
See our Terms & Conditions for further handling and care information. Nothing in this section excludes obligations that apply to products or advice we supply.
Replacement Warranty
This additional commercial warranty provides replacement products or components. It does not include removal, installation, reinstallation, labour, building work or access equipment costs, except where required by law.
A replacement provided under this commercial warranty is covered for the balance of the original commercial warranty period; that period does not restart. This does not limit any consumer guarantees that apply to the replacement.
Where the Australian Consumer Law provides a different or additional remedy, those rights take precedence over the commercial warranty conditions.
Making a Warranty Claim
Contact Factory Online Glass and provide:
- Your invoice, order number or other reasonable proof of purchase.
- A description of the product and the issue.
- Clear photographs of the affected product and, where relevant, its installation and surroundings.
- Any further information reasonably needed to assess the claim.
We may arrange an inspection or request product return for assessment. Contact us before returning goods to confirm assessment and transport arrangements.
For accepted claims, we will arrange replacement or another remedy required by law. If a claim is declined, we will explain why.
Warranty provider: Factory Online Glass
Business address: 221 Parramatta Road, Auburn NSW 2144
Phone: 02 8005 1599
Email: sales@factoryonline.com.au
Claim Costs
Where a claim for a manufacturing defect is accepted, Factory Online Glass will provide the applicable replacement and cover reasonable costs of the agreed assessment, return transport and replacement delivery arrangements.
Where practicable, contact us before incurring costs so we can arrange a suitable inspection, collection or return method. To request reimbursement of reasonable claim expenses, email your order or claim reference and copies of receipts to sales@factoryonline.com.au.
If assessment finds no product fault, we will not charge inspection or collection costs unless a reasonable estimate was disclosed and agreed before those costs were incurred.
Removal, installation and reinstallation costs are not included in this additional commercial warranty unless required by law. Nothing in this section limits reimbursement, compensation or other rights available under the Australian Consumer Law.
Australian Consumer Law
This warranty provides benefits in addition to your rights and remedies under the 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 excludes, restricts or modifies rights or remedies that cannot legally be excluded.