Overview
Glass Vinyl Graphics supplies vinyl lettering, vinyl decals, graphics and signs that are produced to order. This policy applies to products purchased through our online store and products ordered following a written quote.
Custom-made products
Most of our products are custom-made using the wording, measurements, artwork, colours and other information supplied or approved by the customer.
We do not offer refunds or exchanges for change of mind once an order has been approved or production has commenced.
Customers are responsible for checking all details before approving an order, including:
- spelling, punctuation and telephone numbers;
- measurements and finished product size;
- vinyl colour selections;
- artwork, logos and graphics;
- orientation and intended installation surface.
Approval of a quote, proof or order authorises Glass Vinyl Graphics to manufacture the product using the approved information.
Changes and cancellations
Please contact us immediately if you need to change or cancel an order.
Where production has not commenced, we may be able to amend or cancel the order. Once artwork preparation, cutting, printing, weeding or other production has commenced, additional charges may apply and cancellation may not be possible.
Faulty, damaged or incorrect products
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product is faulty, damaged when received, materially different from the approved order or does not meet an applicable consumer guarantee, please contact us as soon as reasonably possible.
Include:
- your name and order number;
- a description of the problem;
- clear photographs of the product and packaging; and
- any other information reasonably required to assess the issue.
Please retain the product and packaging until we have reviewed the matter. Depending on the nature of the problem, the appropriate remedy may be a replacement, refund or another remedy available under the Australian Consumer Law.
Incorrect customer information
We cannot provide a free replacement or refund where the product was made correctly according to measurements, wording, artwork, colour selections or other information supplied or approved by the customer.
Any replacement requested because of incorrect customer-supplied information will be treated as a new order.
Vinyl application and installation
Customers must read and follow the supplied application instructions before installing vinyl lettering, decals or graphics.
We do not provide refunds or free replacements for damage caused by incorrect application, unsuitable surfaces, poor surface preparation, repositioning, misuse, accidental damage or failure to follow the instructions.
This does not limit any rights available under the Australian Consumer Law where the product itself is faulty.
Colour representation
Colours displayed on phones, tablets and computer monitors may vary from the physical vinyl due to differences in screens, lighting and display settings.
A reasonable difference between an on-screen colour and the selected physical vinyl colour is not considered a fault where the correct ordered vinyl has been supplied. Contact us before ordering if a precise colour match is important.
Production and delivery timeframes
The estimated production or dispatch timeframe for each custom order will be advised in the quote, order confirmation or correspondence from Glass Vinyl Graphics. Some small or straightforward orders may be completed the next business day, while larger or more complex orders may take longer.
Any stated timeframe is an estimate and may be affected by artwork approval, order size, complexity, material availability, workload, payment clearance and postal or carrier delays. Glass Vinyl Graphics will notify the customer where we become aware of a significant production delay.
That preserves your old business protections without promising that every order will be sent the next day.
Returning a product
Do not return a product without contacting us first.
Where a return is required, we will provide return instructions and the appropriate postal address. Responsibility for reasonable return costs will be determined according to the reason for the return and the customer’s rights under Australian Consumer Law.
Contact
Glass Vinyl Graphics
Email:
Phone: 08 9573 6684
Nothing in this policy is intended to exclude, restrict or modify rights that cannot lawfully be excluded under the Australian Consumer Law.