Refund policy

Returns & Refunds Policy

At Peter’s Glen Shade Houses, we take pride in manufacturing high-quality, custom-made products. All items are built to order, which means each product is made specifically for you. As such, we do not offer refunds for change of mind, incorrect measurements, or cancellations once production has commenced.

Australian Consumer Law

Under Australian Consumer Law, you are entitled to a replacement or refund in the event of a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Faulty or Damaged Items

If you believe your product is faulty or has been damaged during transit, please contact us within 7 days of delivery with clear photographs and a description of the issue. We will assess the situation and, if the product is confirmed to be defective, we will organise a replacement part or product at no cost to you.

Please note that:

  • Minor imperfections or variations in finish due to the handmade/custom nature of our products are not considered faults.

  • Products must be used in accordance with care instructions provided.

Returns & Exchanges

As all products are made to order, we do not accept returns or exchanges for reasons such as:

  • Change of mind

  • Incorrect choice

  • Incorrect measurements provided by the customer

If a return is approved for any other reason, it must be:

  • Organised and paid for by the customer (including return freight for bulky or palletised items)

  • Returned in original condition and packaging

  • Approved by Peter’s Glen Shade Houses in writing prior to return

We recommend insuring any returned goods, as we are not liable for items lost or damaged in transit.

Delivery Issues

Once your order leaves our premises, we are no longer responsible for its handling by freight carriers. We are not liable for any delays, lost shipments, or damage that occurs during transport. However, we will work with you to help resolve any delivery issues where possible.