Return & Refund Policy

At Grand Glass & Hardware Ltd, we are committed to ensuring customer satisfaction. Please read our return and refund policy carefully before placing your order.

Change of Mind / Customer Error

If you change your mind or ordered the wrong item, you may request a return within 7 days of receiving your goods. A 10% restocking fee will apply, and return shipping costs are the responsibility of the customer. Only unused and undamaged products in their original packaging are eligible for return.

Damaged or Faulty Goods

All products delivered by freight companies must be unpacked and inspected within 48 hours of delivery. If there is any visible damage, breakage, or loss, please notify us immediately.

If goods are found to be incorrect, faulty, or damaged upon delivery and this was not apparent during the initial inspection, you must notify us in writing within 5 days of receiving your order. We will work with you to arrange a replacement or refund as appropriate.

Conditions for Non-Returnable Items

• The product has been used, installed, or altered in any way.
• Damage occurred during or after installation.
• Notification of damage was not received within the timeframes stated above.
• The product was custom-made or includes nano-coated glass.

Important Handling Notes

Do not store glass panels stacked directly against each other, as moisture may accumulate between them and cause staining. Grand Glass & Hardware Ltd is not responsible for glass staining if not reported within 48 hours of delivery.

If you have any questions about your order or this policy, please contact us at sales@grandglass.co.nz.