Effective Date: 16 July 2026

Introduction

This Return & Refund Policy explains how Golden Glassworks manages cancellations, returns, refunds and damaged goods for the Bullseye Glass Procurement Program.

Because products are generally purchased specifically for each procurement round, our return process differs from that of a traditional retail store.

Nothing in this Policy limits or excludes any rights you may have under the Australian Consumer Law.

 

Procurement Orders

Products ordered through the Bullseye Glass Procurement Program are generally purchased specifically on behalf of participating customers.

Once a procurement round closes, Golden Glassworks consolidates customer orders and places a single international order with Bullseye Glass Co.

For this reason, products cannot usually be returned simply because a customer changes their mind.

 

Before the Bullseye Order Is Placed

Customers may request changes or cancellations before the consolidated supplier order has been submitted.

Where practical, Golden Glassworks will make every reasonable effort to accommodate these requests.

Changes may include:

• correcting product codes;
• changing quantities;
• adding products;
• removing products; or
• cancelling an order.

Depending on the timing, a revised invoice or refund may be required.

 

After the Bullseye Order Is Placed

Once the consolidated Bullseye order has been submitted, products have generally been specifically ordered on behalf of participating customers.

At this stage, changes or cancellations may no longer be possible.

Where a cancellation is still possible, any refund may be reduced by reasonable costs that have already been incurred specifically in relation to that order.

 

Change of Mind

Golden Glassworks does not ordinarily accept returns or provide refunds for change of mind after the Bullseye order has been placed.

This includes situations where:

• you no longer require the products;
• you ordered the wrong quantity;
• you selected the wrong product code;
• you found an alternative supplier; or
• your project requirements changed.

We encourage customers to carefully review all product codes, quantities and descriptions before paying their invoice.

 

Supplier Availability

Occasionally Bullseye Glass Co. may:

• discontinue a product;
• suspend production;
• restrict supply;
• reduce available quantities; or
• identify manufacturing issues.

Where this occurs, Golden Glassworks will contact affected customers to discuss the available options.

Depending on the circumstances, these may include:

• an alternative product;
• reduced quantities;
• postponement to a future procurement round;
• account credit; or
• a refund for products that cannot be supplied.

Golden Glassworks will not intentionally substitute a materially different product without discussing the available options with the customer.

 

Damaged Goods

Although Bullseye products are packed using commercial export packaging, glass is a fragile material and damage can occasionally occur during transport or handling.

Customers should inspect their order as soon as reasonably practicable after delivery or collection.

If damage is identified, please contact Golden Glassworks promptly.

Where possible, please provide:

• your name;
• invoice or order number;
• affected product codes;
• clear photographs of the damaged glass;
• photographs of the packaging;
• photographs of shipment labels; and
• a brief description of the damage.

Please retain the packaging until the matter has been assessed where reasonably practical.

Golden Glassworks will investigate the circumstances with the relevant supplier, freight provider and any other parties involved before determining the most appropriate resolution.

 

Incorrect or Missing Products

If your order contains an incorrect product or a product is missing, please notify Golden Glassworks as soon as reasonably practicable.

We will investigate the issue and, where appropriate, arrange:

• replacement;
• resupply through a future procurement round;
• account credit; or
• refund.

 

Refunds

Where a refund is approved, Golden Glassworks may refund the amount by:

• the original payment method;
• electronic funds transfer;
• Shopify;
• account credit, where agreed; or
• another reasonable method.

Refunds will generally be processed within a reasonable time after the relevant investigation has been completed.

 

Freight Charges

Freight and logistics costs are separate from the glass purchase.

Where freight services have already been provided or costs have already been incurred, those costs may not be refundable.

Where freight has not yet been incurred, any applicable freight charges will be assessed as part of the overall refund.

Each situation will be considered individually.

 

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the nature of the issue.

Nothing in this Policy excludes or limits your rights under Australian Consumer Law.

 

How to Request Assistance

If you believe there is an issue with your order, please contact Golden Glassworks as soon as reasonably practicable.

Providing photographs and relevant information early helps us investigate and resolve issues more efficiently.

We are committed to working with customers, suppliers and freight providers to achieve a fair and practical outcome wherever possible.

 

Changes to This Policy

Golden Glassworks may update this Return & Refund Policy from time to time as the procurement program develops.

The latest version will always be published on our website.

 

Contact Information

Golden Glassworks Pty Ltd
ACN 677 213 473

Website
www.goldenglassworks.com

General Enquiries
hello@goldenglassworks.com

Bullseye Glass Procurement
bullseye@goldenglassworks.com

Postal Address
PO Box 291
EDGECLIFF NSW 2027
Australia

© 2026 Golden Glassworks Pty Ltd. All rights reserved.