Refund policy

Returns & Refunds Policy

At Legacy Glassware, we sell premium decanters and glassware. Due to the fragile, premium, and presentation-sensitive nature of our products, all purchases are final except where a remedy is required under the Australian Consumer Law.

Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.

Australian Consumer Law

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.

No Change-of-Mind Returns

We do not accept returns, refunds, exchanges, store credits, or cancellations for:

change of mind
incorrect selection
preference as to design, shape, size, style, finish, or appearance
orders placed in error
gifts that are not wanted
failure to read the product description, dimensions, care instructions, or other product details before purchase

Please choose carefully before placing your order. Businesses do not have to provide refunds or replacements for change of mind purchases.

Customer Responsibility Before Use

Customers must inspect products promptly on delivery and before use, washing, gifting, display, or storage.

Do not use a product that appears faulty, damaged, cracked, chipped, unstable, or unsafe. Continued use after a fault becomes apparent may affect the assessment of the claim where permitted by law.

Damage in Transit / Breakage on Arrival

Because our products are fragile, you must inspect your order as soon as it is delivered.

If your order arrives damaged, broken, chipped, cracked, incomplete, or appears to have been damaged in transit, please contact us within 48 hours of delivery at LegacyGlassware@outlook.com and provide:

your full name
order number
proof of purchase
clear photos of the product
clear photos of the damage
clear photos of all internal protective packaging
clear photos of the outer shipping box
clear photos of the shipping label

This prompt reporting process helps us assess the issue quickly and, where relevant, lodge a claim with the shipping provider. This process supports claim handling and does not exclude rights that cannot be excluded under the Australian Consumer Law.

Faulty, Incorrect, Unsafe, or Not-as-Described Items

Please contact us as soon as possible if you believe an item:

is faulty
is unsafe
is not of acceptable quality
is not fit for its disclosed purpose
does not match its description
is materially different from what was ordered

We may ask you to provide:

proof of purchase
photographs or video of the issue
a written description of the fault
any other information reasonably required to assess the claim

Where permitted by law, we reserve the right to inspect the item before determining the appropriate remedy.

Under the Australian Consumer Law, the available remedy depends on whether the problem is major or minor. For a major failure, the customer is entitled to choose a refund or replacement. For a minor failure, the business may choose to repair, replace, or refund the item within a reasonable time.

Exclusions

To the extent permitted by law, we are not required to provide a remedy where the issue arises from:

misuse
mishandling
accidental damage after delivery
improper storage
improper cleaning
dishwasher use where care instructions advise otherwise
commercial or abnormal use
failure to follow product care or handling instructions
modifications, alterations, or repairs not authorised by us
normal wear and tear
minor variations in colour, finish, or appearance that do not affect acceptable quality

Return Conditions for Approved Claims

If we ask that an item be returned for assessment, repair, replacement, or refund:

the item must not be further used once the issue is identified
it must be returned in the condition reasonably required for assessment
all original components, inserts, and packaging should be retained where possible
the customer must follow the return instructions we provide

Items sent back without first contacting us and receiving return instructions may be refused and returned to sender.

Remedies

Where a claim is valid, the remedy will be provided in accordance with the Australian Consumer Law.

Depending on the circumstances, the available remedy may include:

repair
replacement
refund
compensation where required by law

We do not offer exchanges as an alternative to statutory remedies unless agreed at our discretion and permitted by law.

Refund Processing

If a refund is approved, it will be processed to the original payment method unless otherwise required by law.

Processing times may vary depending on your payment provider or financial institution.

Sale Items, Gift Cards, and Custom Orders

We do not accept returns, refunds, or exchanges for:

sale items
clearance items
gift cards
custom-made or personalised items

This does not apply where a remedy is required under the Australian Consumer Law. Misleading “no refunds” statements or blanket time limits cannot override ACL rights.