Refund & Returns Policy
Effective Date
Last updated: 14/05/2025
Company
Embassy Glass Solutions (VIC) Pty Ltd
Trading As
toughenedlam
Overview
This Refund & Returns Policy applies to all purchases made via the ToughenedLam website. Embassy Glass Solutions (VIC) Pty Ltd complies with the Australian Consumer Law (ACL) as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).
Custom Glass - Made to Order
All products sold on ToughenedLam are custom-manufactured based on the exact dimensions, specifications, and product types provided by the customer at the time of order. As per Section 259 of the ACL, consumers are not entitled to a refund if:
- They change their mind
- They made an incorrect product selection
- They provided incorrect dimensions or specifications
- They fail to meet relevant compliance requirements (e.g. AS1288 – Glass in buildings)
Therefore: We do not offer refunds, returns, or exchanges for change-of-mind or incorrect custom orders.
Your Responsibilities as the Customer
By placing an order, you acknowledge and agree that: – You are solely responsible for providing correct dimensions and specifications.
- You are responsible for ensuring that the glass selected is suitable for the intended use and complies with all applicable building regulations and Australian Standards.
- Once your order has entered production, it cannot be changed or cancelled.
Damaged or Defective Goods
In accordance with your consumer rights under the ACL, you are entitled to a repair, replacement or refund where goods:
- Are damaged in transit Have a manufacturing defect
- Are not of acceptable quality, unsafe, or do not match their description
To lodge a claim:
- Email [email protected] within 48 hours of receiving your order.
- Provide your order number, a description of the issue, and photographic evidence of the damage or defect.
- We will assess your claim and provide an appropriate remedy
What Is Not Covered
Refunds, replacements, or repairs will not be provided where the issue is due to:
- Incorrect installation by the customer or third parties
- Breakage or damage after delivery due to handling or site accidents – Misuse, neglect, or unauthorised modifications
- Minor manufacturing variances or cosmetic blemishes that fall within acceptable tolerances under AS4667 and
AS1288, such as:
- Small surface marks
- Colour variations
- Minor inclusions or seed bubbles that do not affect performance
Order Cancellations
Due to the bespoke nature of our products:
- Orders cannot be cancelled or changed once production has commenced.
- If you contact us before manufacturing begins, we may attempt to assist, but this is not guaranteed.
Our Liability
To the maximum extent permitted by law:
- Our liability is limited to the remedies available under the ACL.
- We are not liable for any indirect or consequential loss, including site delays, installation costs, or loss of income.
- Where permitted, our maximum liability is limited to the value of the goods supplied.
How to Contact Us
If you have a question, need to make a claim, or require further clarification, please contact:
Embassy Glass Solutions (VIC) Pty Ltd