Returns & Refund Policy

At Spigot Factory, we want you to be satisfied with your purchase. This policy explains our returns, exchanges and refunds for products purchased from Spigot Factory.

This policy applies in addition to, and does not limit, your rights under the Australian Consumer Law (ACL).

1. Change of Mind / Incorrectly Ordered Items

If you change your mind, order the wrong product, select the wrong size or quantity, or no longer require the product, we may accept the return subject to the following conditions:

  • The return request must be made within 30 days of delivery.
  • The product must be unused, uninstalled and in resalable condition.
  • The product must be returned with its original packaging and all included components.
  • You are responsible for the cost of returning the product to us.
  • Original shipping or delivery charges are non-refundable.
  • A 20% restocking and handling fee may be deducted from the refund to cover inspection, handling, repackaging and restocking costs.
  • The refund will only be processed after we receive and inspect the returned product.

We reserve the right to refuse a change-of-mind return if the product has been used, installed, damaged, modified, or is no longer in resalable condition.

For change-of-mind returns, glass panels must be returned clean, complete with corner protectors, cork separators and shrink wrap, in as-new resalable condition. If returned glass is dirty, missing protective accessories and cannot be resold as new, we reserve the right to reject the return. Scratched or damaged glass will not be accepted for credit/refund. Return shipping costs remain your responsibility regardless of whether the return is accepted or rejected.

All freight-delivered products must be unpacked and inspected for breakage or damage within 48 hours of delivery. Glass panels must not be stacked tightly without gaps, as trapped moisture may cause permanent staining. We accept no liability for glass staining or breakage if you fail to notify us within 48 hours after delivery.

2. Exchanges

If you have ordered the wrong product or size, you may request an exchange instead of a refund.

The product must meet the conditions set out above. You are responsible for reasonable return shipping costs and any additional shipping or price difference associated with the replacement product.

Please contact us before returning any product so that we can confirm the exchange arrangements.

3. Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged during delivery, materially different from what was ordered, or otherwise does not meet the consumer guarantees under the Australian Consumer Law, please contact us as soon as possible.

We may ask for photographs, videos, proof of purchase or other information to help assess the issue.

Depending on the nature and seriousness of the problem, we may provide a repair, replacement or refund as required by the Australian Consumer Law.

For approved faulty or incorrect-product returns, Spigot Factory will cover reasonable return shipping costs where required by law.

The conditions applicable to change-of-mind returns, including the 30-day period, original packaging requirement and restocking fee, do not limit your rights under the Australian Consumer Law.

4. Products That Have Been Installed or Used

Please check all products carefully before installation.

Change-of-mind returns are generally not available once a product has been installed, modified or used.

If you believe an installed or used product has a manufacturing defect or another problem covered by the Australian Consumer Law, please contact us so we can assess the issue.

5. Sale and Clearance Products

Sale and clearance products are not eligible for change-of-mind returns.

However, sale or clearance status does not affect your rights under the Australian Consumer Law if the product has a problem covered by the consumer guarantees.

6. Non-Returnable Items

Change-of-mind returns are generally not available for:

  • Custom-made or specially ordered products;
  • Products that have been cut, modified, drilled or otherwise altered at the customer's request;
  • Products that have been installed or used;
  • Products damaged by the customer;
  • Products that are not returned in resalable condition;

This does not affect any rights you may have under the Australian Consumer Law.

7. Return Process

Please contact us before sending any product back.

When contacting us, please provide:

  • Your order number or proof of purchase;
  • The product you wish to return;
  • The reason for the return;
  • Photos where appropriate.

We will provide return instructions once your request has been assessed.

Please do not send products back without contacting us first.

8. Refunds

Once the returned product has been received and inspected, we will notify you whether the return has been approved.

For approved change-of-mind returns, the applicable restocking fee and non-refundable original shipping costs will be deducted from the refund.

Approved refunds will generally be processed using the original payment method.

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

9. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Where a product has a major or minor problem covered by the Australian Consumer Law, your legal rights apply regardless of this change-of-mind returns policy.

If you have a concern about a product, please contact us and we will assess the issue in accordance with our obligations under Australian Consumer Law.

10. Contact Us

If you would like to request a return, exchange or refund, please contact us through our website or contact details provided on your order.

We recommend contacting us before arranging return shipping so that we can confirm the appropriate return process.