Refund policy

Refund and Returns Policy

Most of what Aurex Glass supplies is custom made for your job. That changes how refunds and returns work, so please read this before ordering.

Your rights come first

Nothing in this policy removes, restricts or changes your rights under Australian Consumer Law. If a product has a major fault or our work is not done with due care and skill, you are entitled to a remedy — repair, replacement or refund depending on the issue. That applies no matter what type of order it is.

Custom and made-to-measure orders

Custom glass, shower screens, wardrobe doors, mirrors cut to size, and other made-to-measure products are manufactured specifically for your job.

Once your order is approved and we have measured, ordered materials or started manufacture, it cannot usually be cancelled, returned or refunded for change of mind.

This is not a blanket "no refunds" rule. It applies to change of mind on custom work only. Faulty products and defective workmanship are always covered under Australian Consumer Law and our Warranty and Workmanship Policy.

Change of mind

  • Before we order materials or start manufacture: contact us. We will refund your deposit less any costs already incurred, such as a completed site measure.
  • After materials are ordered or manufacture has started: deposits are non-refundable except where Australian Consumer Law requires otherwise.

Customer-supplied measurements

If a product is made from measurements you supplied and the measurements were wrong, the remake is at your cost. This is why we recommend a site measure for all installed work.

Stock items

If we supply an off-the-shelf item that is not custom made, and it is unused and in original condition, contact us within 14 days and we will work out a return. A restocking or handling fee may apply for change of mind.

Found a problem?

  1. Contact us as soon as you notice the issue — within 7 days of installation for visible marks, chips or scratches.
  2. Send photos of the issue and your invoice or order number.
  3. We will assess it. Some issues need an inspection on site.
  4. If it is a fault covered by consumer guarantees or warranty, we will repair, replace or refund as required.

Visible damage reported after the product has been used, cleaned, modified or worked on by other trades is hard to verify, so please check your install at completion.