Warranty Information

Consumer Guarantees

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

  • to cancel your service contract with us; and
  • to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Our Warranty

In addition to the mandatory Consumer Guarantees mentioned above, and subject to the terms and conditions set out below, Hello Glass (ABN 27 931 754 896) warrants to its customers that we will, at our option, repair or replace our product free of charge should the product be determined to have a defect in its workmanship during the first 2 years from its initial installation. Hardware such as hinges, brackets, knobs and spigots also comes with a warranty of 2 years. Glass, however, due to its intrinsic nature, is excluded from our guarantees - this is further explained in the "Additional Notes" section below.

Please note that our warranty is only extended to the original purchaser of Hello Glass products, and is non-transferable.

Exclusions

The warranty does not cover any defect or damage caused or partly caused by:

  • failure on the part of the customer to follow any instructions or guidelines provided by Hello Glass on usage and maintenance of the product
  • continued use of the product after any defect becomes apparent
  • general wear and tear including scratches, scuffs, abrasion, chipping, burns, stains, marks, general fading or discolouration, and deterioration of the metal parts through oxidisation or rusting
  • physical abuse, impact, misuse, exposure to excessive heat or detrimental foreign substance such as inappropriate cleaning products/materials and harsh chemicals
  • acts of god, accidents or any other circumstances beyond the control of Hello Glass such as structural movement of the building and pre-existing conditions unknown to us at the time of installation.

If any party other than Hello Glass performs or attempts to perform any repairs, alterations, modifications or other changes to the completed work, this warranty becomes null and void.

To the full extent permitted by law, all warranties, conditions and other terms express or implied by statute, custom or common law are excluded.

Limitation of Liability

To the maximum extent permitted by law and subject to the Australian Consumer Law Hello Glass excludes liability for damages more than the purchase price of the product or for any indirect, incidental, special, or consequential damages of any kind, or any financial loss arising out of or in connection with the ability or inability to use our product to the full extent.

Any warranties provided under this document pursuant to the Australian Consumer Law shall not apply to customers who are not Consumers.

Additional Notes

  • Intrinsic to the nature of glass and the toughening process an inherent fault exists whereby in rare occasions a panel of glass may, without any identifiable reason, fracture and break. By agreeing to use our product and/or service you acknowledge that you have been made aware of this issue and are willing to proceed knowing that it will be an exception to the guarantees.
  • As products and suppliers change or become obsolete over time, sometimes we might not be able to find the exact same replacement for the concerned product or its parts. Should this situation arises, we will match the replacement to the original product or parts as closely as we can.

How to make a claim

  1. As soon as you become aware of a defect contact us via any of the contact methods listed on the following page: https://www.helloglass.com.au/contact
  2. Present reasonable evidence (e.g. invoice) for your purchase
  3. We may arrange for an inspection to determine the cause of defect. If the defect is found to be covered by our warranty, we will proceed to organise a fix.