Returns &
warranties.

Your Australian Consumer Law rights

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.

These rights are separate from, and may continue beyond, any voluntary warranty described below. For a minor failure, Flo Glass may choose the remedy, but must provide it within a reasonable time. If we do not do so, you may have further rights under the Australian Consumer Law.

Nothing on this page limits any right or remedy that cannot lawfully be limited.

Faulty or damaged products

Please contact us as soon as you become aware of an issue. We may ask for reasonable proof of purchase, a description of the problem and photographs or video where it is safe to provide them. Proof of purchase can take different forms and does not have to be the original receipt.

Fault claims are not subject to the 14-day change-of-mind period or an original-packaging requirement. Contact us before sending anything. Do not return goods to the TSS collection point unless Flo Glass gives you written instructions.

For a product that can readily be posted or returned, we will reimburse reasonable return costs if the product is confirmed to have a fault. For a faulty product that is large, heavy, installed or otherwise difficult to remove or return, Flo Glass will arrange and pay for collection or an appropriate assessment within a reasonable time. Do not remove or move a damaged installed fence if doing so may be unsafe.

If an assessment finds no product fault, we may ask you to pay reasonable collection or inspection costs, but we will provide an estimate before arranging collection.

Change-of-mind returns

Flo Glass may, at its discretion, accept a change-of-mind return requested within 14 days of purchase if the product is unopened, in its original packaging and remains fully saleable. You are responsible for return freight for an accepted change-of-mind return.

These conditions apply only to change-of-mind returns. They do not limit your rights where a product is faulty, damaged, unsafe, incorrectly described or otherwise fails a consumer guarantee.

Flo Glass voluntary product warranty

In addition to your Australian Consumer Law rights, Flo Glass warrants its products to the original purchaser against manufacturing defects from the date of purchase for the periods below:

Structural components

10 years

Powdercoating finish

10 years

Hinges and locks

The warranty provided by the manufacturer

For a covered voluntary warranty claim, we will assess the defect and arrange an appropriate repair, replacement or refund. We will reimburse reasonable approved claim expenses when you contact us and provide supporting receipts. This does not limit your choice of remedy or entitlement to reasonable costs under the Australian Consumer Law.

Flo Glass remains responsible for assisting with consumer guarantee remedies for products it supplies, including hinges and locks. We will not require you to deal only with the hardware manufacturer.

This voluntary warranty is not transferable. Clearance and discontinued products are excluded from this voluntary warranty, unless different warranty terms were provided when you purchased them. Any specific promise or warranty supplied with your product or accepted at purchase continues to apply.

The voluntary warranty does not cover a problem to the extent it was caused by fair wear and tear, inadequate maintenance, impact, misuse, improper installation or alteration, chemicals, salt or other foreign matter, or normal weathering. These voluntary warranty exclusions do not remove any rights you have under the Australian Consumer Law.

Installation and workmanship

The Flo Glass product warranty covers the product terms described above. It does not create a Flo Glass warranty for installation work performed by an independent installer. For an installation or workmanship concern, contact the business named on your installation invoice. Flo Glass will still help assess any product issue and your legal rights against the relevant supplier remain unchanged.

How to make a claim

1. Contact sales@floglass.com.au or call 1800 498 536.
2. Provide reasonable proof of purchase, a short description of the issue and photographs or video where safe.
3. Wait for return, inspection or collection instructions before moving or sending the product.

We may request further information or arrange an inspection so we can assess the most appropriate remedy.