Returns, Delivery & Warranty Policy
Flo Glass Pty Ltd (ACN 66 656 191 614) Website: floglass.com.au Contact: sales@floglass.com.au | 1300 504 907
Overview
This page sets out the Returns Policy, Delivery Terms and Warranty conditions that apply to all Products purchased through floglass.com.au. These policies form part of the full Website Terms and Conditions of Use and are governed by the laws of Queensland, Australia, and the Australian Consumer Law.
1. Purchasing Products
a) In using the Purchase Services to purchase a Product through the Website, you agree to the payment of the purchase price listed on the Website for the Product (Purchase Price).
b) Payment of the Purchase Price may be made through Stripe, PayPal and other payment gateway providers from time to time (Payment Gateway Provider). In using the Purchase Services, you warrant that you have familiarised yourself with, and agree to be bound by, the applicable Terms and Conditions of Use, Privacy Policy and other relevant legal documentation provided by the Payment Gateway Providers.
c) Following confirmation of payment of the Purchase Price by Flo Glass Pty Ltd, you will be issued with a receipt to confirm that the payment has been received. Flo Glass Pty Ltd may record your purchase details for future use.
2. Returns Policy
Flo Glass Pty Ltd may, at its sole discretion, provide a refund on the return of Products within 14 days of purchase, subject to the following conditions:
Condition
Requirement
Product packaging
Must be unopened and in original condition
Saleable condition
Product must remain in a fully saleable state
Postage & shipping
The customer is liable for all return postage and shipping costs
You acknowledge and agree that you are liable for any postage and shipping costs associated with any refund. Flo Glass Pty Ltd will not cover return freight costs unless the return is the result of a confirmed defect or a major failure under the Australian Consumer Law.
To initiate a return, please contact us at sales@floglass.com.au or call 1300 504 907 prior to sending any goods.
3. Delivery
3.1 Delivery Service Providers
You acknowledge that the Purchase Services offered by Flo Glass Pty Ltd integrate delivery (Delivery Services) through the use of third party delivery companies (Delivery Service Providers). Flo Glass Pty Ltd is not the provider of these delivery and insurance options and merely facilitates your interaction with the Delivery Service Providers. While Flo Glass Pty Ltd is not responsible for the delivery timelines of third-party providers, all deliveries are fully covered by our comprehensive transit insurance to ensure your products are protected until they reach you.
3.2 Lost or Damaged Goods
In the event that an item is lost or damaged in the course of the Delivery Services, Flo Glass Pty Ltd asks that you contact us by sending an email to sales@floglass.com.au outlining in what way the Products were damaged in transit. Since your order is covered by our insurance, we will work with you to resolve the issue promptly and determine if the Delivery Service Provider should be removed from the Purchase Services.
Warehouse (Pick Up Only): TSS Sensitive Freight — 2 Bluestone Pl, Yatala QLD 4207
4. Warranty
4.1 Warranty Coverage
Flo Glass Pty Ltd warrants that its products are free from manufacturing defects for the applicable Warranty Period commencing from the date of purchase. If, within this period, a manufacturing defect becomes apparent and is reported to Flo Glass Pty Ltd, then we may (at our sole discretion) elect to repair, replace or refund the purchase price of the defective product prorated over the remaining life of its limited warranty.
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.
4.2 Warranty Periods
The following warranty periods apply to Flo Glass products from the date of purchase:
Warranty Type
Duration
Structural Warranty
10 Years
Paint Finish Warranty
5 Years
For hardware products, the warranty shall be the current warranty provided by the manufacturer of that hardware. Where the manufacturer does not have a warranty, Flo Glass Pty Ltd will provide a limited 3-year warranty under the terms outlined herein.
4.3 Warranty Claims Process
In order to make a Warranty Claim during the Warranty Period, customers must submit clear photographs and/or video evidence of the defective product together with a description of the issue and proof of purchase (showing the date of purchase and price paid) via email to sales@floglass.com.au.
Flo Glass Pty Ltd will then review and respond to the warranty claim within a timely manner. We reserve the right to request further information, inspect the goods, and may request an on-site inspection in certain cases.
4.4 Conditions and Exclusions
This warranty is valid only for the original purchaser of the product and is not transferable. It does not cover clearance or discontinued items.
Flo Glass Pty Ltd's liability under the warranty is exclusive and does not cover freight, labour costs associated with the removal or repair of the defective item(s), installation of a replacement item, personal injury, loss of income, or any other indirect or consequential loss arising or caused in any way by the defective product.
The warranty does not cover any defect or damage which may be caused or partly caused by:
- Failure of the buyer to properly maintain the product;
- Fair wear and tear;
- Any accident or act of God;
- Scratching, abrasion, chipping or any other damage caused by impact, accident or misuse;
- Damage by a foreign matter such as chemical agents, salt, or animal excrement;
- Normal weathering including loss of colour of powder-coated surfaces (within industry-accepted standards); or
- Improper installation or alterations of the product.
4.5 Manufacturer's Tolerance
All products have an acceptable manufacturer's tolerance of +/-3mm.
5. Contact Us
For all returns, delivery enquiries and warranty claims, please contact the Flo Glass customer care team:
Channel
Details
Phone
1300 504 907
Warehouse (Pick Up Only)
TSS Sensitive Freight, 2 Bluestone Pl, Yatala QLD 4207
This policy is subject to the full Website Terms and Conditions of Use and the Australian Consumer Law. Last updated: April 2026 Flo Glass Pty Ltd — ACN 66 656 191 614