Returns, Faults & Claims Policy
Effective date: 4 August 2026
- Scope
This policy applies to wholesale goods supplied by ATNN Pty Ltd trading as Glass & Crystals. It should be read with our Wholesale Terms and Conditions.
- Inspecting your delivery
Please inspect your order as soon as it arrives. Check the cartons and packaging before discarding them and confirm that the products and quantities match the delivery documentation.
- Damaged, missing or incorrect goods
Visible transit damage, missing goods or incorrect goods must be reported to sales@glassandcrystals.com.au within 5 business days of delivery.
Please include:
· your business name and invoice or order number
· the product code and quantity affected
· a clear description of the problem
· clear photographs of the product, outer carton, internal packaging and shipping label where relevant
· whether the carton appeared damaged, opened or resealed on arrival.
Please keep the affected goods and all packaging until we have assessed the claim, as the carrier may require them for inspection.
- Faulty goods
If you discover a fault that was not reasonably apparent on delivery, contact us as soon as practicable after discovering it. The 5-business-day reporting period for visible delivery issues does not remove any rights or remedies that cannot lawfully be excluded.
Normal handmade or natural variation is not generally a fault. This may include minor differences in colour, pattern, size, finish or component placement, and natural inclusions or variations in gemstones, provided the goods remain consistent with their description and intended use.
- Assessment and remedies
We may request further information or ask you to return the affected goods so we can assess the claim. Do not return goods without first receiving return instructions from us.
If a claim is accepted, we will provide an appropriate remedy, which may include replacement goods, a credit, repair or refund, depending on the circumstances, stock availability and any rights that apply under law.
Where we supplied the wrong goods or the goods are confirmed faulty or damaged before risk passed to you, we will cover reasonable return freight arranged or approved by us.
- Change-of-mind returns
We do not accept returns because you have changed your mind, ordered the wrong product or quantity, no longer require the goods, or have been unable to resell them.
- Exclusions
To the extent permitted by law, a claim may be declined where the problem was caused by:
· accidental damage after delivery
· misuse, neglect or unauthorised alteration
· incorrect assembly, installation, cleaning or handling
· failure to follow supplied care or safety instructions
· storage or display conditions unsuitable for the product
· ordinary wear and tear
· a characteristic or variation clearly disclosed before purchase.
- Clearance and discontinued goods
Clearance and discontinued goods are not returnable for change of mind. They remain covered by any rights and remedies that cannot lawfully be excluded if they are faulty, damaged or materially different from their description, except where the relevant defect or condition was disclosed before purchase.
- Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded, including any applicable rights under the Australian Consumer Law.
- Contact
Email claims and supporting information to sales@glassandcrystals.com.au.
